Question 1

How do I find out if my phone supports eSIMs?

Accepted Answer

Your phone must meet two conditions:
1. Dial *#06# in the phone call interface. If an EID is displayed, it indicates that your phone supports eSIM. Without an EID, an eSIM cannot be used.
2. Confirm with your carrier to ensure your phone is not locked to a network.

Question 2

How can I fix issues with my eSIM?

Accepted Answer

1. Select eSIM as your mobile data source.
2. Turn on data roaming.
3. Refer to the how to use guide for manual APN setup.
4. Restarting your phone may also help.
5. If none of the above work, contact customer support

Question 3

Can I use an eSIM and a SIM Card at the same time?

Accepted Answer

Yes, with dual SIM functionality, you can activate both a physical SIM card and an eSIM simultaneously.

Question 4

How to solve eSIM hotspot issues? What can I do if my eSIM's hotspot is not working?

Accepted Answer

Due to varying phone models, if your eSIM supports hotspot functionality but cannot use it, try the following:
1. Check if your phone is a contract or locked device
2. Ensure any VPNs are disabled
3. Make sure to turn on data roaming
4. Check if the eSIM is set as the primary device
5. Update your phone to the latest version
6. Use a physical SIM for internet, enable hotspot sharing (ensure it's available), then switch to eSIM without turning off the hotspot. Repeat this process several times, including restarting your phone several times.
7. If none of the above work, contact customer support

Question 5

What can I do if I lost my eSIM installation QR code? I am experiencing a "This code is no longer valid" error.

Accepted Answer

Contact customer service with your booking number and a screenshot of your phone settings so we can provide you with support and assistance.

Question 6

Where can I find the EID and IMEI on my phone?

Accepted Answer

The EID functions as a digital signature that links devices to mobile networks, typically comprising 32 characters, which include both letters and numbers. The IMEI, or International Mobile Equipment Identity, serves as a unique identifier for your phone and is generally 15 digits long.
For iPhones, you can find your EID and IMEI by going to "Settings" > "General" > "About" > EID/IMEI. Another quick way to find your EID and IMEI is by dialing *#06#, which will display a screen with your device information.
For Samsung phones, go to "Settings" > "About Phone" > "Status Information" > IMEI/EID

Question 7

How do I activate a renewal?

Accepted Answer

For total volume-based eSIMs, the renewal will automatically activate after the first plan has been completely used up. You don't need to scan the code again for installation. Once the first plan is used up, refresh the network, wait a few minutes, and it will automatically renew for you.
For daily-based eSIMs: The renewal booking will automatically activate after the days covered by the first booking's package have used up. You don't need to scan the code again.
Additionally, if you want to use eSIM on a different phone, please do not place a renewal booking, as renewal bookings do not support changing phones.

Question 8

Can I still purchase your service if I have already activated an eSIM on my phone?

Accepted Answer

Yes, your phone can store multiple eSIM profiles at the same time. You can choose which one to use in your phone settings.

[Hong Kong-Macau Shared Plan] 5GB/12GB | SmarTone | Retain HK Number | Voice Calling | Pick up at Over 30 SmarTone Stores in Hong Kong including Airport