Frequently Asked Questions
Q
How can I pay for my monthly fee?
A
You can login to the service portal (ECSP) and select "Online Bill Payment" to pay with your credit cards.
You may also click here to check out other payment methods.
Q
Can I pay via your SmarTone stores?
A
You can pay via our self-service payment kiosk at designated stores for your convenience. Cheque, EPS, credit card, Apple Pay, Samsung Pay, Google Pay, Alipay or WeChat Pay will also be accepted at designated SmarTone stores.
Q
What is auto-contract renewal?
A
To save time and hassle for you, you may turn on auto-contract renewal to continue enjoying steady services from SmarTone Solutions with automatic contract extension. You may change your auto-contract renewal setting via the service portal (ECSP).
Q
How do I report a loss / damaged SIM?
A
You can report the loss / damaged SIM by accessing "Mobile Service Suspension" under "Help Desk" in "My Request" in the service portal. After that, you may choose to pick up you SIM replacement at stores or via courier in the “Order SIM” session.
Q
How much does it cost to replace a SIM card?
A
If you choose to receive the SIM replacement via courier, it will cost HK$35 and it will be charged in your next bill.
Q
How can I manage my subscription, including check bills, upgrade plans, renew contracts and subscribe to value-added services?
A
SmarTone Solutions Business E-shop is a fully digital self-service portal.You are able to manage your account at your fingertips by visiting the service portal (ECSP).
