Frequently Asked Questions

You can find solutions to common questions below. If your issue remains unresolved, please contact us through Live CHAT.

What is "Chill Mobile Game" ?What privileges are included?

s/ash will collaborate with various popular mobile games to provide ""Free Data Usage for Designated Game"" and a ""10% rebate on in-game purchases made through designated Android operating systems using Google Play Direct Carrier Billing service (""Purchase Rebate"") to qualified s/ash customers during the contract period! Reminder: Not all games are eligible for free data usage or rebate, please visit the 'Play Games and Chill' webpage for eligible games, the related games will be updated and adjusted from time to time.

What settings do I need to enable for the free data usage service for games? Which games are included in the free data usage service?

"Free Data Usage for Designated Game" will be automatically activated after the contract takes effect, and users do not need to set it up separately."Free Data Usage for Designated Game" mainly covers data generated from downloading upgrade packages and gaming activities, but data generated from unrelated activities such as watching advertisements within the game will not be exempted.

How to obtain rebates on top-up purchases?

If you make in-game purchases while playing the designated games through Google Play Direct Carrier Billing service of s/ash, the corresponding charges will be included in the monthly bill provided to s/ash customers. The bill statement will display as: "Google Carrier Billing Charge" and "Google Carrier Billing Refund".

Why can't I use the bill payment service to top up my account after subscribing to the service?

New customers who do not choose credit card autopay as payment method will have a lower rating and subject to payment limits when using the bill payment service. You can upgrade your rating by enrolling a credit card autopay as payment, or after one month of service. The spending limit will be increased to HKD 300.

If I use an iPhone, am I unable to enjoy the benefits of free data usage for games and the rebate on in-game purchases?

Apple iPhone users can still enjoy the privilege of "Free Data Usage for Designated Game", but are not eligible for "Purchase Rebate"

If I want to request a refund for in-game purchases, how can I do so and will I get my rebate amount back?

All refunds can only be approved and executed by the application developer or Google. s/ash only provides this service as a payment method. If customers request a refund, they must directly contact the relevant developer or Google. All refund requests must be processed in accordance with the Google refund policy at https://support.google.com/googleplay/answer/2479637?hl=en. For example, if a customer requests a refund, the corresponding amount will be reimbursed through the Google Play Store rebate item on the monthly statement. For instance, if a customer spends HKD 100 in March and requests a refund a few days later, when he/she receive the monthly statement in April, he/she will see a HKD 100 Google Play Store purchase, HKD 10 deducted for the Google Play Store rebate, and the following refund items: HKD 100 refund from Google Play Store and HKD 10 rebate from Google Play Store, totaling HKD 0 in expenses.

Does browsing advertisements within a game count towards the free data usage service?

"Free Data Usage for Designated Game" is only provided for designated games. When customers play these games, the data usage generated will not be counted towards their service plan's data usage limit. However, data usage generated from activities unrelated to the game, such as watching advertisements, is not included.

How can I subscribe for s/ash service plan?

Customers can subscribe s/ash service plan on the s/ash website or through MyLink. Both new number and port in number can be accepted.

When can I start using the service after completing the registration?

Port in customers can choose to activate the service within 180 days.

Does s/ash provide 4G or 5G network service? What is the data speed in Mbps?

s/ash provide 5G network, and the local full-speed data speed can reach up to 1000mbps. The network speed of 5G is more than 10 times faster than 4G. In those Hong Kong areas where the 5G networks are not available, s/ash will provide the service under 4G/3G/2G network. The use of designated handset model(s) or device(s) are required for using 5G network service. Actual network service will be subject to and affected by the service locations, network circumstance, network coverage, hardware, software and other factors.

Does the monthly plan support VoLTE (Voice Over LTE)?

Customers who subsribe to s/ash service plan can enjoy VoLTE services for free.Local data usage will not be deducted when using VoLTE Service & VoWifi Service. Local airtime or local video call airtime will be charged. The services require supported handset & software, please visit https://eshop.hk.chinamobile.com/en/corporate_information/Data_N_VAS/VoLTE.html

Does the monthly plan support tethering？

The service plan includes full-speed data that supports tethering. Customers should note that when the monthly data usage reaches the plan entitlement, data service can continue with a maximum local data access speed and the network will not support tethering and peer-to-peer (P2P) upload and download, including BitTorrent.

What basic services are included in the monthly plan?

Service plan also include Call forward package, calling number display, basic voice mailbox, call waiting & call hold, conference call, incoming/outgoing call barring and bar incoming call (when overseas).

Can I apply for a member card or supplementary card by paying a fee?

Sorry that we currently do not support member sim card and supplementary sim card services."

How can I check my local data and call minutes usage?

Customers can check their local data and local voice call usage through MyLink mobile application (path: Telecom> Usage Enquiry/Apr Voice Minutes).

Can CMHK users transfer their mobile number to s/ash?

We currently do not offer this service. If a CMHK customer wishes to use s/ash service, they can choose to obtain a new phone number.

Which company provides the s/ash mobile network service?

s/ash is the telecommunications service brand of China Mobile Hong Kong Limited ("CMHK") (license number: 002).

What is "Unlimited Social & Entertainment Data Pack" ? What mobile applications are included?

Designated mobile application is exempted from data usage. "Unlimited Social & Entertainment Data Pack" is only applicable for using designated mobile apps in local including WhatsApp, WeChat, Line, Telegram, Zoom, Teams, Youtube, Netflix, Apple TV, Facebook, Tiktok(Douyin), JOOX, KKBOX, Instagram & MyTVSuper.

Are there any types of data usage that are not included in the "Unlimited Social & Entertainment Data Pack"?

"Unlimited Social & Entertainment Data" is only applicable for local using designated mobile apps to use VoIP voice call, video call, delivery of text and voice messages, images and video clips as well as browsing content in word, image or video format except: - Designated Streaming and Social Apps download and update - Using in-app location based & check in features - Accessing or downloading content from and/or redirection to any other websites or applications within the designated mobile Apps and any extra mobile data required by pop up messages - Playing in- app advertising - Playing videos via WeChat Moment or using WeChat wallet (if applicable) - Virtual Private Network (VPN) is activated while using designated social and entertainment mobile apps

Is there a fee for using "Unlimited Social & Entertainment Data Pack"？ Do I need to sign a contract to use them?

The monthly fee for "Unlimited Social & Entertainment Data Pack" is $38 per month and no contract is required. Customers who subscribe to designated s/ash L service plan and commit to a minimum service commitment period of 12/24 months can enjoy free 'Social and Entertainment Data Package' value-add service during the contract period.

What happens if I use up the local data included in my plan?

Customers can purchase extral full-speed data through MyLink: $30/5GB (Path: Telecom >Handset and Accessory > Purchase Extra Data).

What is the charge for "Extra Full-speed Data"

How can I purchase "Extra Full-speed Data"?

Can unused purchased data be carried over to the next month?

Any extra full-speed data that is purchased can only be used within the current billing cycle and cannot be carried over to the next billing cycle.

How many s/ash accounts can each eligible customer apply for?

Each customer can register up to 5 numbers under their Hong Kong ID card. This quota includes any CMHK numbers owned under the customer's Hong Kong ID card.

What documents are required for subscribing for s/ash service?

To subscribe for the service, you only need to provide your identity proof document (Hong Kong ID card/The Exit-Entry Permit for Travelling to and from Hong Kong and Macau). Customers are also required to provide valid address proof within the past three months within 18 days after activating the service.

Is there an age limit for registering for s/ash service?

You can subscribe for the service as long as you are 18 years old or above.

Is it possible to register for s/ash using a company name or under a company's name?

I'm sorry, but we currently only accept subscription for s/ash service under an individual's name.

Why do I need to upload my identification documents? What are they used for?

The identity proof is used to verify the identity of the person holding the mobile number which ensure our customer's safety.

How do I know if I have successfully subscribed for s/ash?

After successfully subscribing with s/ash, you will receive an email/SMS notification confirming that you have successfully registered for the service. You can also check your registration records on MyLink. If you are unable to confirm your application status, please contact us through live chat. slashsim.hk/livechat

How can I get an s/ash SIM card?

When subscribing for the s/ash service, you will need to provide your shipping information. The SIM card (smart card) will be delivered to the shipping address you provide (only for Hong Kong addresses) via courier. Typically, the product will be delivered to your shipping address within 2-3 working days after placing your order, and the courier company will contact you by phone and SMS before delivery. If you have not received the SIM card notification within 5 working days after placing a successful order, please contact us through live chat.

Can SIM cards be shipped to places outside of Hong Kong?

I'm sorry, but we currently only provided local mail delivery service.

How do I submit an address proof?

Customers can upload their address proof letter through the MyLink by following this path. (Telecom > All > Accounts > Home Address Proof)

What is a valid address proof? Can a PO Box be used?

Valid address proof can refer to the following requirements: - A letter issued by a public institution (such as a government department, bank, public institution, etc.) within the past three months. - The original or copy of the accepted document (including printed or digital copies of electronic monthly statements or electronic bills) is valid address proof, but the document should clearly and completely indicate the name of the issuing institution. - Validity period: Within three months from the date of issuance printed on the letter/bill. - Address proof document recipient: Registered user name. - Must have the header of the sending company. - Handwritten documents are not accepted.

I entered the address verification code but it's not working. Why is that?

The validity period of the address proof verification code is 30 days. If the verification code has expired, customers can still upload address proof through the MyLink application by following this path (Telecom> All > Account > Home Address Proof).

When is the latest time I can activate the service?

s/ash supports activation of services within 180 days. You can choose the activation time when subscribing for the service.

When it says 'ecoupon code' during checkout, what does it mean? How can I get ecoupon codes?

We will regularly launch promotional offer, and there will be a promotional page to introduce the detailed rules of the event. During the event, there will be a chance to receive discount codes. Stay tuned!

If my previous mobile service contract has not yet expired or is about to expire, how should I schedule the number porting date?

We suggest that you contact your current service provider and inquire about the contract end date and billing cycle, and make arrangements for the transfer process in advance to avoid any potential issues or disruptions in service.

Do I need to notify my previous mobile service provider to terminate the service after number porting?

No, you don't need to notify your previous mobile service provider.

What information is required for number porting to s/ash?

To subscribe for our service, customers only need to provide identification documents (such as Hong Kong ID card or The Exit-Entry Permit for Travelling to and from Hong Kong and Macau). However, customers are also required to provide a valid address proof for the past 3 months within 18 days after the service becomes effective.

How many days in advance do I need to register for porting my number to s/ash?

The process of porting in and receiving a new SIM card usually takes around 7 days, so you should register at least 7 days before the end of your current contract. However, you can also register for s/ash up to 180 days in advance. If you need to change the transfer date after registration, you can contact our live chat at any time for assistance.

Can prepaid SIM card users port their number to s/ash?

At the moment, CMHK prepaid cards are not available for subscrbing to s/ash, while other carriers' prepaid sim card can be accepted

What information is required for MNP with a prepaid SIM card?

How can I know if my MNP port in process was successful?

If there are any issues with the porting in process, we will contact you as soon as possible. Please keep an eye out for our email notifications.

Can a mobile phone number registered under a company name be ported to s/ash?

I am sorry, but currently we only accept phone numbers registered under an individual's name for porting in. You may need to transfer the ownership of the phone number to your name with your current service provider first, and then proceed with the port in process once the ownership transfer is complete.

Can a mobile phone number that has been terminated be ported to s/ash?

I'm sorry, but it is not possible to transfer a disconnected mobile phone number. We suggest that you apply to reactivate the service with your current service provider first and then proceed with the MNP port in process.

Can s/ash use roaming voice/data services?

Customers who subscribe to s/ash can use roaming voice/data services. Roaming voice&data services are enabled by default when the service becomes activated. Customers can also activate/cancel roaming services through MyLink (Path: Telecom > All > Roaming > My Roaming Service).

What happens if I use up the roaming data in Mainland China and Macau included in my service plan?

Roaming data in Mainland China and Macau, which are included in the service plan will be discontinued. Customers who want to continue using these services can purchase roaming data packages through MyLink (Path: Telecom > All > International Roaming).

How is roaming data charged?

The charges for roaming data depend on the roaming region. For details, please click here https://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/index.html

What roaming services are supported by s/ash and in which locations?

Seamless communications around the world! s/ash’s International Roaming Service reaches to more than 300 roaming destinations and over 600 roaming partners.https://www.hk.chinamobile.com/en/corporate_information/Global_Services/globalRoaming/coverage_n_fee/global-services-roam.html

What are the options for roaming data packages?

We offer flexible roaming data packages. For details, please click herehttps://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/index.html

How can I avoid unnecessary roaming data charges?

If you do not need to use data services while roaming (but still want to keep roaming call services), you can contact live chat to make changes to your service and restart your phone to cancel roaming data services to avoid unnecessary charges. slashsim.hk/livechat Please note that even if you turn off roaming data services in your phone settings, data usage may still occur.

What can I do to make/receive calls outside of Hong Kong?

Roaming call and data services are enabled by default when the service becomes activiated. Customers can also activate/cancel roaming services through MyLink (Path: Telecom > All > Roaming > My Roaming Service). With roaming services, customers can receive incoming calls, make local calls, make calls to other countries/regions or to Hong Kong while abroad. For details and the fee of usage, please refer to the relevant information.https://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/globalRoaming/RoamingUserGuide/RoamingUserGuide.html

Is a deposit required for using roaming call service?

Using roaming call service does not require a deposit, but roaming call charges will apply. For details of the charges, please click here.https://www.hk.chinamobile.com/en/corporate_information/Global_Services/globalRoaming/coverage_n_fee/global-services-roam.html

What countries/regions are supported by roaming call service, and how much does it cost?

We provide international roaming services. Please click here for details.https://www.hk.chinamobile.com/en/corporate_information/Global_Services/globalRoaming/coverage_n_fee/global-services-roam.html

How can I check the roaming data and call charges?

We provide international roaming services. Please click here for details.https://www.hk.chinamobile.com/en/corporate_information/Global_Services/globalRoaming/coverage_n_fee/global-services-roam.html

What other roaming value-added services can I apply for?

We offer flexible roaming data value-added services. For details, please click herehttps://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/index.html

I need to make a call to another country, what can I do?

For customers who have already registered for IDD001 service, you can dial as follows: 001 + (Country / Destination Code) + (Area Code) + (Telephone Number) Customers can also use IDD1597 service to make international calls from Hong Kong at discounted rates to 23 regions including Mainland China, Taiwan, Macau, Thailand, Malaysia, and more. The method for dialing with IDD1597 is as follows: 1597 + (Country / Destination Code) + (Area Code) + (Telephone Number) For charges and more details, please refer to: https://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/IDD/tone/global-services-idd001.html

How to activate IDD service?

IDD is a default activated service. Customers can activate/cancel IDD service through MyLink (Path: Telecom > All > Roaming > My Roaming Service).

Is a deposit required to activate IDD service?

Activation of the IDD service does not require a deposit, but charges will apply for using the IDD service. For details of the charges, please click here.https://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/IDD/tone/global-services-idd001.html

What is the cost of IDD service?

For more information on IDD charges,please click here https://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/IDD/tone/global-services-idd001.html

What is the cost of roaming SMS service?

International SMS service charges vary depending on the recipient's location. For more details on charging, please refer to the relevant pricing information."https://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/IDD/sms/inter-sms.html

What is the cost of local SMS service?

The charge for sending local SMS messages is $0.6 per message. Each SMS can contain a maximum of 160 English letters or 70 Chinese characters, including spaces and punctuation marks. However, if the SMS contains both Chinese characters and English letters, the limit for the number of letters will be reduced to 70. If the number of characters exceeds the limit, the SMS will be split into several messages and each message will be charged separately. The display effect of Chinese characters depends on the local network and individual handset models.

What is the cost of international SMS service?

International SMS service charges vary depending on the recipient's location. For more details on charging, please refer to the relevant pricing information.https://eshop.hk.chinamobile.com/en/corporate_information/Global_Services/IDD/sms/inter-sms.html

How much does it cost to send a local MMS?

Customers can receive MMS messages for free. The charge for sending local MMS messages is $1.5 per message. For more details on charging, please refer to the relevant pricing informationhttps://www.hk.chinamobile.com/en/corporate_information/Data_N_VAS/message_n_email/data-n-vas-mms.html

Does s/ash support VoLTE video calls? How much does it cost?

s/ash service plan customers can enjoy free VoLTE service. VoLTE service does not deduct any local data usage, it only charges the local airtime or local video call airtime.Please check the compatibility of your phone and software, For details, please click here:https://eshop.hk.chinamobile.com/en/corporate_information/Data_N_VAS/VoLTE.html

How to register a MyLink account?

Eligible s/ash mobile numbers do not need to be registered and will automatically have a MyLink account. Customers need to download MyLink and use their password to log in.

What is MyLink used for?

MyLink is an all-in-one, comprehensive smart life app dedicated to providing convenience to users across Hong Kong. It allows customers to easily manage their mobile communication services anytime and anywhere, and provides rich life information and smart life applications for all MyLink users. MyLink is also known as the 'smart assistant' for Hong Kong residents.

What are MyLink points used for? How can I use them?

Customers can use MyLink points to redeem various gifts/products on MyLink. The gifts/products are diverse, and you can choose the one that suits you best. The gift/product selection is constantly updated, and you can log in to MyLink at any time to check the latest offerings.

Can MyLink points be transferred or gifted to other people?

MyLink points cannot be transferred or gifted to others.

Is there an expiry date for MyLink points?

All MyLink points have an expiration date. The validity period of the points depends on the time when the points are deposited into the user's MyLink account. If there is any difference between the terms and conditions of the points redemption activity and the received points, the validity of the points displayed in the user's MyLink account shall prevail.

How should I collect the gifts redeemed through MyLink points?

E-coupons can be used immediately after redemption, while physical gifts will be sent out within approximately two weeks after redemption.

Will s/ash provide bills? In what form will I receive them?

Bills will be sent to customers' registered email in the form of an email on a monthly basis. Customers can also view their bills on the MyLink application (Path: Telecom > My Bill > Bill Enquiry).

What payment methods are available?

Customers can make payments through MyLink using various payment methods, including credit card, FPS, AlipayHK, WeChat Pay, Alipay, and Octopus Online Payment Service.

What monthly plans does s/ash offer? What are the latest promotions available?

We offer three monthly subscription plans: S/30GB, M/50GB, and L/100GB. New customers only need to sign a 12-month short contract. All customers can enjoy the ""Free Monthly Fee for All"" promotion. Depending on your age at the time of sign-up: If you are between 18-29 years old: Congratulations! You can enjoy a total of 6 months service fees wavier during the contract period. The waivers will be reflected in the 2nd, 4th, 6th, 8th, 10th, and 11th billing cycles. If you are 30 years old or above at the time of sign-up: Congratulations to you too! You can enjoy a total of 3 months service fees wavier during the contract period. The waivers will be reflected in the 4th, 8th, and 10th billing cycles.

Does the monthly plan include roaming data for mainland China or Macau?

All three plans will reward you Mainland China and Macau Roaming Data within contract period for free! Whether you occasionally travel or frequently commute to Mainland China/Macau, you can choose according to your needs: • S/30GB: Get an additional 2GB of Mainland China and Macau Roaming Data every month! • M/50GB: Get an additional 4GB of Mainland China and Macau Roaming Data every month! • L/100GB: Get an additional 6GB of Mainland China and Macau Roaming Data every month!

How fast is the local data speed?

s/ash provides you 5G network speed! Even after you have exhausted the allocated local data in your plan, we will continue to provide you with high-speed thereafter mobile data services: • S/30GB: After using up the 30GB data, you can continue to enjoy unlimited data at a maximum speed of 1Mbps. • M/50GB: After using up the 50GB/100GB data, you can continue to enjoy unlimited data at a maximum speed of 5Mbps. • L/100GB: After using up the 50GB/100GB data, you can continue to enjoy unlimited data at a maximum speed of 5Mbps.

Are there any extra charges relating to $18 tunnel fees, mobile service license fees or administration fees?

Whether you are porting your number to s/ash or getting a new number, you will be exempted from the $18 tunnel and license fee or administrative fee within contract period!

What other service does the monthly plan provide?

The monthly plan provides call forward package, calling number display, basic voice mailbox, call waiting & call hold, conference call, incoming/outgoing call barring and bar incoming call (when overseas).

Which mobile network supports s/ash services?

s/ash services are supported by China Mobile Hong Kong Company Limited.

Can I apply for "1-Card-Multi-Number" Value-added Service"?

You can go to any of the China Mobile Hong Kong shop to apply for the "1-Card-Multi-Number" Value-added Service", with only $18/mth.