General

1. What is the recharge lead time?

   After a successful payment, the system will update your top-up record within approximately 15-20 minutes, and a confirmation SMS will be sent to you. It is recommended to check the remaining balance and the SIM validity later by dialing the USSD code (*121# SEND).

2. How long is the validity and is there any grace period before service disconnection?

   The validity of the SIM will be reset for 365 days upon recharge at HK$50 or above.
   After the SIM card expires, the SIM card balance, unused data allowance, voice minutes, bonus, and inactivated roaming day passes will be forfeited, and the service will be suspended. However, you can still resume the service within the 30-day grace period by topping up your SIM card.

3. What is the minimum recharge amount in order to reset the card validity?

   The validity of the SIM will be reset for 365 days upon recharge at HK$50 or above.

4. What should I do if I lose my SIM card?

   Please follow these steps:
   Prepare your Cardholder Certificate as cardholder proof and recharge HK$200 (voucher) or HK$198 (e-voucher) as handling fee (can be transferred to new SIM card for use) to your SIM account, then email cs@valuegb.com to notify us.

5. How can I connect to the Internet upon card activation?

   For $98 Local Prepaid SIM, you need to subscribe to the local data pack via USSD code after card activation. Click here for more details of local data packs.
   For $98 / $238 / $358 / $458 Local Yearly Data Card and $288 Greater Bay Area Yearly Data Card, you can connect to the Internet immediately after card activation.
   If you are unable to access data service, please check your phone setting by following steps:

   1. Ensure "Mobile Data" setting on your phone is turned on
   2. The Mobile data APN setting of your phone is set to "smartone"​
   3. Restart your phone

6. Why can't I connect to the Internet after recharging my SIM card?

   As the recharge amount will not be automatically converted into data allowance / data pack, please purchase a new data pack via ValueGB App or USSD after recharging. Click here for more details of data packs.

7. Why can't I purchase new data packs after recharging my SIM card?

   Before purchasing a new data pack, please ensure the data allowance has been used up or the current data pack has expired. Then, check the card balance via ValueGB App or by dialing *121# to ensure there is sufficient balance to deduct the service fee from the prepaid SIM.

8. Will the remaining data usage be carried over to the new data pack?

   Once you have purchased a new data pack, the original data pack will be immediately replaced, and the remaining data or airtime will be forfeited.

9. Can I receive SMS at oversea?

   Receiving SMS during roaming is free. Click here and refer to "SMS" and "Voice Service" for detailed charges and dialing methods for sending SMS and using roaming call.
   
   Additionally, starting from 1 August 2023, Asia Roaming Data Day Pass has been introduced. It is applicable in 12 designated countries or regions, with a charge of HK$15 per day. Click here and refer to "Roaming Data" for details.

10. How to activate Asia Roaming Data Day Pass after purchase?

    The pass does not require activation. Simply follow the steps below to set up your phone to use the roaming data service.
    - Ensure "Mobile Data" setting on your phone is turned on
    - The Mobile data APN setting of your phone is set to "smartone"
    - Automatically/manually connect to a supported local network operator (Click here for the supported network operator)
    
    The pass is applicable in the following destinations: China, Japan, Indonesia, ​Taiwan, Bangladesh, South Korea, ​Cambodia, Thailand, Malaysia, Sri Lanka, Singapore, Macau

About VoLTE

1. Is there an additional charge for using VoLTE locally?

   No, there is no additional charge. It is the same as the current local call rates.

2. Why can't I find the VoLTE feature in my phone settings?

   If you have an iPhone running iOS 14 or later or a Samsung phone with Android 12 or later, the VoLTE feature is already enabled by default. There is no need for any activation process.

3. Will using local VoLTE voice services deduct from my local data usage?

   No, your local data usage will not be affected.

4. What are the requirements for using VoLTE roaming voice services?

   To successfully use VoLTE roaming voice services, you need:
   • A supported mobile phone model and operating system (Apple phones must be running iOS version 15.2 or above, while specified Android models are recommended to have the latest operating system).
   • Local VoLTE and IDD/roaming services enabled.
   • Access to a VoLTE-enabled roaming network in the specified region.

5. How do I use VoLTE roaming voice services?

   The method is the same as traditional roaming voice services. When making a call, dial <+> + + + .

6. How is VoLTE roaming voice service charged?

   It is charged the same as current roaming call rates.

7. How are VoLTE roaming voice service minutes calculated?

   VoLTE Roaming voice charges are calculated on a per-minute basis and rounded up to the nearest minute

8. Will using VoLTE roaming voice service deduct from my roaming data usage?

   Roaming data usage will not be affected.

9. If I disable roaming data in my phone settings, can I still use VoLTE?

   Yes, you can still use VoLTE even if roaming data is disabled.

About ValueGB App

1. Why can't I log in to the ValueGB App?

   Please make sure your SIM card is activated and you have completed Real-Name
   Registration.
   Devices with ValueGB SIM plug in>Auto login
   Devices without ValueGB SIM plug in>Enter ValueGB phone number & verify with OTP

2. Can I log in to ValueGB app without having my SIM card plugged in on the same device?

   Simply enter your mobile number and press [Send OTP]. The OTP will be sent to the device with your SIM card plugged in. You can access all the functions if you are connected to a working internet.

3. Do l still have access to ValueGB app once my data has been used up?

   You may log in to the app using Wi-Fi. 

4. Can I recharge or purchase data plan via E-payment without Octopus app, Alipay HK app, etc?

   No. In order to proceed with the e-payment, a corresponding e-wallet app is required.

5. Why the ValueGB App not showing the top-up/purchase record after successful payment?

   After a successful payment, the system will update your top-up/purchase record within approximately 15-20 minutes, and a confirmation SMS will be sent to you. It is recommended to check the remaining balance and the SIM validity later in ValueGB App.

6. Why can't I use my account balance to pay for the $50 / $60 / $110 / $200 Yearly Local Data Pack and need to pay by other payment?

   The Yearly Local Data Pack at the above prices are “E-wallet Exclusive Price”. It can only be purchased directly using an e-wallet payment and cannot be deducted from your account balance. Additionally, when you apply for a data package using an e-wallet, the SIM validity will be automatically reset to 365 days.
   
   If you apply for a data pack using your account balance, the regular price will be charged. Please ensure that you have sufficient balance in your account before purchase.

About Real-Name Registration

1. Why can't I complete the Real-Name Registration to activate the service after purchasing a new ValueGB SIM card?

   Please follow these steps for Real-Name Registration:
   
   a. Insert the SIM card into your mobile device and manually connect to the ValueGB network
   b. Enable mobile data and click here (If you cannot open it with mobile data, connecting to a Wi-Fi network and then retry)
   c. Take a photo of your passport or HKID and verify your personal information, then choose either "automatic input (for mobile data)" or "manual input (for Wi-Fi network)" to enter the ICCID number(Note: Using a Wi-Fi network requires receiving a one-time verification code)
   d. Complete the remaining steps and submit your application
   
   If you encounter any issues during the process, please send relevant screenshots or videos to cs@valuegb.com for further assistance and follow up.
   
   Holders of Hong Kong Identity Card please use "iAM Smart" to complete Real-Name Registration;
   otherwise, SIM card will activate only after verification is completed. The verification will be completed within the next working day.

2. Do I need to complete Real-Name Registration for Taiwan Prepaid Travel Data Card?

   In accordance with a notice from Taiwan telecommunications provider, starting from 13 March 2024, Hong Kong prepaid card customers are required to complete Hong Kong Real-Name Registration to use roaming services in Taiwan until further notice. Before leaving Hong Kong, please connect to Wi-Fi and click here to complete the Real-Name Registration using your passport or HKID.
   
   Please note that the card and the service plan will be activated automatically once the card is inserted into your device. Expiry data will be sent to you through SMS. Service charge of $80 will be deducted automatically.

3. How can I cancel Real-Name Registration?

   You may visit here and click "Manage Pre-paid SIM Card" to proceed with the deregistration.

4. If my prepaid card expires and its service is terminated, will the quota of Real-Name Registration be released?

   The system will automatically release this quota after the prepaid card expires or is terminated. You can use this quota to proceed with Real-Name Registration for another prepaid card.

5. I used the certificate of Company Registration for the application of Real-Name Registration but it was not successful, why?

   The certificate of Company Registration is not applicable to Real-Name Registration. Please consider registering with another valid identity document to continue using the prepaid card.

Guideline of The Office of the Communications Authority (OFCA)

In line with the guidelines from the authority to enhance vigilance against suspicious calls, starting 31 December, 2024, users will receive voice alerts for calls made from newly activated local prepaid SIM cards.

For details: https://www.ofca.gov.hk/en/consumer_focus/guide/hot_topics/fraudulent_calls/index.html

Copyright (Amendment) Ordinance 2022

Please visit here for relevant provisions under Copyright (Amendment) Ordinance 2022, and may submit the duly completed Notice of Alleged Infringement or Counter Notice to cr_notice@valuegb.com.