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Monthly Plans

1. How to subscribe to Birdie Mobile’s monthly plan?
You can download the Birdie Mobile App first and then subscribe to our service plan on the app. You can then pick your favourite phone number or carry over your current number to Birdie Mobile.

2. What monthly plans are being offered?
We have two types of plans:
a. Standard plans for any customers. We currently offer the following 4 plans:
i. 12GB local data + unlimited local data during “Owl Time” hour* + unlimited local voice call minutes each month
ii. 7GB local data + unlimited local data during “Owl Time” hour* + unlimited local voice call minutes each month
iii. 5GB local data + 3,000 local voice call minutes each month
iv. 500MB local data + 1,000 voice call minutes each month
b. Student plans for students at 11 – 25 years old. All student plans offer unlimited local data during “Owl Time” hours* + unlimited local voice call minutes. We currently offer the following 3 plans:
i. 15GB local data
ii. 9GB local data
iii. 6GB local data

*Please refer to the “Owl Time” section for details

3. Are there any contracts for monthly service plans?
There are no binding contracts for our service plans which are only charged on a monthly basis. A new bill will be issued to you after the billing date each month and please be reminded to settle the bill to enjoy our services. It can affect your future subscription to our services if you don’t settle the outstanding amount.

Reminder: If you want to terminate the Birdie Mobile service from the next bill, remember to request service termination before the next billing date (before 10pm on that day) via the Birdie Mobile App. (You can access to “Terminate Mobile Service” in “Settings” by clicking Ξ on top left of the app.) The termination day is based on the date displayed in the Birdie Mobile App.
(e.g. Please request to terminate services via the Birdie Mobile App before 10pm on 25th when the bill date falls on 25th)

Sorry, your request to terminate services cannot be processed by sending email.

4. Are there any extra charges relating to tunnel fees, mobile service license fees or administration fees?
There are no extra charges relating to all three of the above.

5. Do I have to subscribe to a monthly service plan? Can I just purchase a one-off data allowance?
We currently only offer monthly plans for our local mobile telecom services.

6. What is the speed of the local data included in the plan?
The high-speed local data varies on each monthly plan and is based on which plan you have selected. The speed of high-speed local data will be capped at 21Mbps. When monthly local data usage reaches your data plan limit, you can continue to use mobile data services, but the download and upload speeds will be capped at 128Kbps.

7. Is VoLTE (Voice Over LTE) supported by Birdie Mobile’s monthly plan?
Birdie Mobile’s monthly plan supports local VoLTE. Remember you’ll also need a handset that supports VoLTE.

8. Is Tethering supported by Birdie Mobile’s monthly plan?
Our plans support the data tethering function on mobile devices. We do not support peer-to-peer applications (P2P), FTP file sharing and webcam applications.

9. What services are included in the monthly plans?
Birdie Mobile’s monthly plans also include the SMS feature, Voicemail, Call Forwarding, Call Number Display, Call Waiting and Conference Call.

10. How can I check my usage of local data and local calls?
You can check all your usage under “Dashboard” in the app.

11. I’ve just activated my mobile service, but why does the “Dashboard” on the App state my mobile data will expire in a few days?
No worries! The “Data Expiry Date” on the “Dashboard” actually indicates the monthly billing date.
The service fee from the day you activate the service to the first monthly billing date is being waived, which means you can use all local data and voice minutes for free during this period!
The fee deducted during service subscription is the prepaid service fee for the month starting from the first billing date.

12. With regards to the above mentioned, is “Data P2P” function allowed during the free period?
You can only receive the data allowance from your friends during the free period. Transferring data allowance to other Birdie Mobile users is not allowed.

13. Which mobile network supports Birdie Mobile’s services?
Birdie Mobile’s services are supported by SmarTone.

Student Monthly Plans

1. What conditions are required to subscribe to student monthly plan?
a. You are at the age of 11 – 25 (based on the subscription date to the Plans and by month and year only);
b. You are a local or overseas student, including university/post-secondary school, secondary school and primary school, and hold a valid student identity document. You are required to provide your school name (applicable to local university/post-secondary school students and secondary school students ) and to upload a soft copy of his/her student identity document for subscription to the plans.

2. What student monthly plans are being offered?
We currently offer the following 3 plans:
i. 15GB local data
ii. 9GB local data
iii. 6GB local data
All above plans offer unlimited local data during “Owl Time” hours* + unlimited local voice call minutes.
*Please refer to the “Owl Time” section for details

3. I’m a Birdie Mobile user and I’m a student at 11-25 years old. Do I need to terminate my current service to subscribe to student plan?
No, you don’t need to. Simply login to your account, go to “Personal Information” and select “Verify student identity”. Provide your school name (applicable to local university/post-secondary school students and secondary school student) and upload a soft copy of your student identity document. You can change your plan to student plan after successfully submit your information. Please see the instructions for existing Birdie users for details.

4. Can I keep using the student monthly plan after subscription?
Our team will review and verify your student identity after your subscription:
a. If your student identity is verified, you can see your student identity in “Personal Information” in the App change from “To be Verified” to “Verified”. Then you can keep subscribing to the student plan until you are 25 years old.
b. If we find your student identity document and/or school information (if applicable) invalid, false or incomplete; or, your age is found to be 26 or above, you will automatically be switched to other Birdie Mobile Monthly Plan (which is with the closest monthly fee to the Plans) starting from the next Bill Start Date. You will be notified via email about your failed verification and upcoming change of plan. The student status in your “Personal Information” in the App will change from “To be Verified” to “Verification failed”.

5. I’m subscribing to the student monthly plan. What happen when I reach 26 years old?
When you reach the age of 26 (by month and year only), you will receive a reminder email from us informing you about the upcoming change of plan: You will automatically be switched to other Birdie Mobile Monthly Plan (which is with the closest monthly fee to the Plans) starting from the next Bill Start Date. You can also log in to the App and change to another plan.

Hang Seng Bank Offer on Student Monthly Plans

1. What is the Hang Seng Bank Offer on student monthly plans?
Designated Hang Seng Bank customer can get extra “Asia 12” travel data day passes upon subscription to student plan:
a. Student plan with 15GB local data – 2 “Asia 12” travel data day passes every month
b. Student plan with 9GB local data and Student plan with 6GB local data –1 “Asia 12” travel data day pass every month

2. What conditions are required to subscribe to this Hang Seng Bank Offer?
a. You are at the age of 11 – 25 and hold a valid student identity document (please click here for details);
c. You are a Hang Seng Green Banking customers with MPOWER Card or University / College Affinity Credit Card customer. University / College Affinity Credit Card includes The Chinese University of Hong Kong Credit Card, City University of Hong Kong Credit Card, Hong Kong Baptist University Credit Card, School of Continuing and Professional Studies CUHK Credit Card and The Hang Seng University of Hong Kong Credit Card.

3. How should I subscribe to this Hang Seng Bank Offer?
[New to Birdie] Click “Subscribe” on our website or the Birdie Mobile App. Follow the instructions and select “Student Plan for Hang Seng customers”. In the Payment step, input HSGREEN (Hang Seng Green Banking customers with designated Credit Card customer) or HSCCMPOW (Customers with Hang Seng MPOWER Card only) in the “Referral / Promo Code” field. Add your Hang Seng credit card as the payment means and enable autopay. Please see the instructions for new users for details.
[Birdie existing customers using student plan] Login to your account, use the designated Hang Seng Credit Card as your new payment method and enable autopay. Go to “Gift Box”, enter the promotion code HSGREEN (Hang Seng Green Banking customers with designated Credit Card customer) or HSCCMPOW (Customers with Hang Seng MPOWER Card only) and tap “Redeem”. Then confirm to change your plan. The offer will be applied from your next bill. Please see the instructions for existing Birdie users for details.

4. When will I receive the extra “Asia 12” travel data day pass? For how long will the day pass be valid?
You will receive the day pass via your Birdie Mobile account seven working days after you complete payment. The day pass is valid for 365 days.

Visa Card Cardholders New Subscription Offer

1. What is the “Visa Card Cardholders New Subscription Offer”?
The offer includes a first month monthly fee 50% off and extra 5GB data. The extra 5GB data is composed of an extra 1GB data in the 2nd, 3rd and 4th months upon successful payment using Visa card autopay, and an extra 2GB data for autopay with credit card.

2. How to enjoy this offer?
Newly subscribe to the HK$90 5GB Plan and use a Visa card for monthly autopay payment. Remember to input the promotion code “Visatue” in the promotion code field on the Payment page to get the offer.

3. Is it a guaranteed offer after I have inputted the promotion code?
There is a quota for this offer and it’s available on first-come-first-serve basis. You will be notified immediately whether the offer quota is available when you input the promotion code.
There are total 12 cycles for this offer, and the quota will be reset every first Tuesday of the month at 12:00 noon (except for the first cycle which starts from 10 December 2019). Please refer to the Terms & Conditions for details on the reset dates of the 12 cycles.

4. Is this offer applicable to subscription with new numbers only?
No. You can enjoy this offer for subscription with a new number or an existing number from another operator.

5. Can I input the Birdie-Get-Birdie referral code at the same time?
Sure! Go ahead!

6. When will I receive my reward? Can I stop using credit card autopay during my subscription?
The extra data will be rewarded within 7 working days upon successful monthly payment. You must keep using Visa card for monthly autopay payment.

7. Can I change to another plan after subscription?
Yes. But once you change your monthly plan, your extra data rewards in the 2nd, 3rd and 4th months will be the forfeited and you can no longer use this offer again.

8. I’m a Birdie Mobile user. Can I enjoy the offer?
Sorry, this offer is exclusive to the new customers subscribing to our service for the first time.

CNCBI Credit Card New Cardmember Offer

1. What is the “CNCBI Credit Card New Cardmember Offer”?
The offer includes a 6-month monthly fee waiver for Birdie Mobile’s 5GB Monthly Plan. Reminder: the offer will only waive the monthly fee for 6 months and will not cover other charges including data top-up and travel data day passes.

2. How to enjoy this offer?
You’ll be eligible for the offer upon successful application of one of the below CNCBI credit cards and fulfilling the HK$3,000 spending requirement – accumulate HK$3,000 worth of eligible transactions within the first 3 months after card issuance, based on the transaction dates of the transactions.

• CNCBI Motion Credit Card
• CNCBI Air China Dual Currency Credit Card
• CNCBI CITICfirst Platinum Card
• CNCBI Credit Card

For more details on how to enjoy the welcome offer, please contact CNCBI’s Credit Card Customer Service at 2280 1288, 9:00am to 9:00pm Monday – Saturday.

3. How to apply for a CNCBI Credit Card?
You can apply the card via the website, customer service hotline and branches of China CITIC Bank International (CNCBI). For card application details, please contact CNCBI’s Credit Card Customer Service at 2280 1288, 9:00am to 9:00pm Monday – Saturday.

4. I’ve applied the CNCBI Credit Card earlier. Why the result of application hasn’t been out?
To learn about approval status of the credit card or absence of notifications on the approval result, please contact CNCBI’s Credit Card Customer Service at 2280 1288, 9:00am to 9:00pm Monday – Saturday.

5. I’ve applied for the CNCBI Credit Card earlier. Why haven’t I received the Promotion Code?
In case you haven’t received notifications on the approval result or the redemption letter containing the promotion code, please contact CNCBI’s Credit Card Customer Service at 2280 1288, 9:00am to 9:00pm Monday – Saturday.

6. I’ve just received the Promotion Code. How should I redeem the offer?
[New to Birdie] Click “Subscribe” on our website or the Birdie Mobile App. Follow the instructions to subscribe to our 5GB plan. In the Payment step, input the promotion code stated in the redemption letter in the “Referral / Promo Code” field. Add your CNCBI credit card as the payment means and enable autopay. Please see the instructions for new users for details.

[Birdie Existing customers] Login to your account, use your new CNCBI Credit Card as your new payment method and enable autopay. Go to “Gift Box”, enter the promotion code and tap “Redeem”. Then confirm to change your plan to the 5GB plan. The offer will be applied from your next bill. Please see the instructions for existing Birdie users for details.

7. I’ve just received the Promotion Code. When can I redeem the offer?
You can use the code to redeem the offer from 2 May 2019 till 31 May 2020.

8. Is this offer applicable to subscription with new numbers only?
No. You can redeem this offer for subscription with a new number or an existing number from another operator.

9. I want to apply for the CNCBI Credit Card, but my contract with the current mobile network operator is still in effect. When is the latest date to apply the card to enjoy the offer?
Your card application must be submitted and approved on or before 31 December 2019 to be eligible for the offer. However, you can subscribe with the promotion code on a later date – the code can be redeemed on or before 31 May 2020.

10. I’ve just received the promotion code, but my contract with the current mobile network operator is still in effect. When is the latest date to use the code?
You can use the code to redeem the offer on or before 31 May 2020.

11. Will my mobile service be automatically terminated after the 6-month offer period ends?
No. After the offer period ends, your subscription to the 5GB Monthly Plan will be renewed automatically and you will be charged $90/month. You can change to other monthly plans available as early as one month before the end of offer period.

12. Can I change to another monthly plan after redeeming the offer?
Yes. But if you change your monthly plan within the 6-month offer period, your monthly fee waiver offer will be the forfeited and you can no longer use this offer again.

13. I’m a Birdie Mobile user. Do I need to terminate my current service and subscribe again to enjoy the offer?
No, you don’t need to. Simply login to your account, use your new CNCBI Credit Card as your new payment method and enable autopay. Go to “Gift Box”, enter the promotion code and tap “Redeem”. Then confirm to change your plan to the 5GB plan. The offer will be applied from your next bill. Please see the instructions for existing Birdie users for details.

Please note: After the offer period ends, your subscription of the $90 5GB Monthly Plan will be renewed automatically. If you are using a 300MB or 15GB plan now, you will be unable to subscribe to these monthly plans afterwards.

14. Why I am charged during the offer period?
The offer only includes a monthly fee waiver for 6 months. Other charges, including data top-up and travel data day passes, will not be waived during the offer period.

“Owl Time”

1. What is “Owl Time”?
Designed for night owls, “Owl Time” gives designated users unlimited local data between 01:00 and 06:00 every day. Local data consumed during “Owl Time” will not be deducted from the monthly plan entitlement.

Reminder: if you’ve exhausted all your 21Mbps data entitlement that month (including data added through Data P2P, Top Up Now, Monthly Top-up Data and rewards), you’ll still be able to use data at 128kbps during “Owl Time” hours.

2. How can I use “Owl Time” data?
“Owl Time” data is free if you subscribe to designated Birdie Mobile’s data monthly plan!

3. My plan doesn’t include “Owl Time” data. How can I subscribe to this add-on?
Sorry, “Owl Time” data is exclusive to users of designated monthly plan. Change your plan now to take advantage of “Owl Time” data!

How to Subscribe

1. Does Birdie Mobile operate physical stores?
Birdie Mobile does not operate physical stores. As you download the Birdie Mobile App, you can subscribe to our services and manage everything about your account via the app.

2. How many mobile numbers can I subscribe to?
You can subscribe to 5 mobile numbers under each HKID card/passport, but each number must be registered with a different email address.

3. What documents do I need to subscribe to Birdie Mobile?
You’ll just need a Hong Kong ID card or passport to subscribe to our service.

4. Is there an age limit to subscribe to Birdie Mobile?
You can subscribe to the service if you are aged 11 or above with a Hong Kong ID card / passport.

5. Can Birdie Mobile be subscribed to under a company name?
Sorry, we are not yet accepting subscriptions to Birdie Mobile under a company name.

6. Do I need to pay handling fees to subscribe to Birdie Mobile?
Of course not!

7. Why do I need to upload a copy of my identity document?
Your ID copy is intended for identity verification of the mobile number owner only.

8. How do I know if I’ve successfully subscribed to Birdie Mobile service?
You’ll receive our confirmation email to show that your service subscription has been confirmed.

9. How can I get my Birdie Mobile SIM card?
You can choose your own “SIM Card Delivery Method” when you subscribe to our service:
– Local Surface Mail
– Pick up at Circle K or 759 Store

10. When can I get my SIM card?
– Local Surface Mail: you’ll receive our email when your SIM card has been delivered. You’ll receive the SIM card at the address you provided within five working days after subscription.
– Pick up at Circle K or 759 Store: after you’ve successfully subscribed to our service, you’ll receive an email and you can pick up the SIM card immediately with the QR code provided in the email. Remember to pick up the SIM card and activate the service within 7 days after subscription.

11. Can the SIM card be mailed to places outside Hong Kong?
The SIM card delivery service is only available in Hong Kong at this stage.

12. Why is the home address I have entered not shown?
If the home address you have entered is not shown, please untick “Smart Input” and input your address manually.

13. Why I cannot input my home address in Chinese?
Our system only supports your home address to be input in English.

14. What devices support the Birdie Mobile App?
iOS: iPhone, iPad and iPod touch with iOS 10.0 or later.
Android: All Google Play supported devices with Android 4.4 or later.

Get a New Number (Tutorial Video)

1. Can I pick a new mobile number?
Certainly! You can pick your lucky new mobile number.

2. Can I request to use a specific phone number?
Unless you carry over your phone number to Birdie Mobile, otherwise, you have to choose a phone number as provided in the Birdie Mobile App.

3. How do I know if I’ve successfully subscribed to Birdie Mobile?
You’ll receive a confirmation email to show that your service subscription has been confirmed.

4. When can I get my SIM card?
– Local Surface Mail: you’ll receive our email when your SIM card has been delivered. You’ll receive the SIM card at the address you provided within five working days after subscription.
– Pick up at Circle K or 759 Store: after you’ve successfully subscribed to our service, you’ll receive an email and you can pick up the SIM card immediately with the QR code provided in the email. Remember to pick up the SIM card and activate the service within 7 days after subscription.

5. I have subscribed to Birdie Mobile but have not received the SIM card yet. What should I do now?
You should receive the SIM card at the address you provided within five working days. Please contact us if you don’t receive it in this period.

6. The system says it can’t process my subscription. What’s going on?
A pop-up “Message Us” alert will appear in the Birdie Mobile App if the service subscription hasn’t been confirmed yet. We’ll get back to you as soon as possible.

7. When must I activate Birdie Mobile services?
You can activate services anytime within 90 days from the time you have successfully subscribed to our services.

Transfer My Number to Birdie(Tutorial Video)

1. My contract with the current mobile network operator is still in effect / will end soon. Which date should I choose to start my service at Birdie Mobile?
You are recommended to choose the end date of your existing contract. Example: if your contract’s end date is May 1, you should pick May 1 as the start date for Birdie Mobile service.

2. Can I (or How do I) carry over my mobile number to Birdie Mobile?
You can carry over your number to Birdie Mobile from a prepaid or postpaid service, provided that:

a. You are the registered holder of that mobile number,
b. Your contract with the current operator has ended or is almost over,
c. And your number is still active (there must be at least HK$1 remaining in a prepaid SIM card account).

Simply download the Birdie Mobile App, get your HKID or passport ready, and you can carry over your number via the app.

3. Do I have to notify my current operator to suspend the service?
You don’t have to. Simply download the Birdie Mobile App and you can carry over your number to Birdie Mobile via the app. We will liaise with your current operator to carry over your number on the date you specified.

4. Are there any extra charges / handling fee to carry over my mobile number to Birdie Mobile?
No extra charges / handling fee will be imposed.

5. What information is required to carry over my number to Birdie Mobile?
The information required is a mobile phone number, full name and HKID card number or passport number of the registered holder of that mobile number who subscribes to the Birdie Mobile service.

6. How many working days does it take to carry over my mobile number to Birdie?
Generally, it takes 10 working days for your mobile number to be carried over to Birdie. If you want to carry over your number to Birdie earlier, please email to us at hello@birdie.com.hk after getting your SIM card. We will then make the arrangement for you.
Ways to get SIM card:
1. Pick up at Circle K or 759 Store – the carry-over of your mobile number can be completed in 5 working days;or
2. Local Surface Mail – the carry-over of your mobile number can be completed between 7-10 working days.

7. Can a mobile number on a prepaid SIM be carried over to Birdie Mobile?
Yes, provided that you are the holder of the prepaid SIM, and there must be at least HK$1 remaining on the prepaid SIM card account to keep the number active. You can simply input the serial number behind the prepaid SIM (ICCID) after downloading the Birdie Mobile App. Then you can carry over your mobile number on the prepaid SIM via the app.

FAQ

8. What information is required to transfer a mobile number on a prepaid SIM to Birdie Mobile?
The information required is a mobile phone number and the serial number behind the prepaid SIM (ICCID).

FAQ

9.Why can’t I select the date to carry over my mobile number to Birdie Mobile?
It may be because your mobile number hasn’t been successfully verified yet. As you can press the “Send SMS code” button for getting a verification code in the Birdie Mobile App, you will receive the one-off verification code on your smartphone via SMS. You can then input the code and select the date for carrying over your number to Birdie Mobile.

10. How do I know if my mobile number has been smoothly carried over?
We’ll get back to you if there’s any issue with the mobile number transfer process. Please look out for our email notification.

11. Can a mobile number registered under a company be carried over to Birdie Mobile?
At present, we only handle requests to carry over a mobile number registered by an individual user. You may first ask the related telecom service provider to change the account owner. Once the account owner is changed to an individual, you can then access the Birdie Mobile App to subscribe to our services with your current number.

12. Can my mobile number be carried over to Birdie if it’s not registered under my name?
Please follow the steps mentioned below to carry over your mobile number to Birdie!

Step 1: For your mobile number to be registered under your name, please input your personal information for registration and complete the procedure for carrying over your mobile number to Birdie via the Birdie Mobile App.
Step 2: Download and fill in the two forms mentioned below to change the ownership of your mobile number.
(1) Fill in the personal information of the number’s original holder on the application form for carry-over of the mobile number.
(2) Fill in the consent form to change the account owner to Birdie Mobile. (The mobile number will be transferred from its original holder to a new holder.)
(3) Provide ID copies of the original and new holders of the mobile number
Step 3: You can upload the above documents and the order number for subscribing to Birdie services through “Message Us” in the Birdie Mobile app.

We will notify you via email after we receive the documents and successfully complete the carry-over of your mobile number.

13. If a mobile number is suspended, can I still carry over the number to Birdie Mobile?
You’ll have to first ask the related telecom service provider to reactivate the suspended mobile number. You can then access the Birdie Mobile App to subscribe to our service after the number is reactivated.

14. I didn’t receive a one-off verification code after applying to transfer my mobile phone number to Birdie Mobile. What’s going on?
First make sure the mobile phone number you input is correct. If yes, please wait for one minute then press the “Send SMS” button to get a verification code again.

15. How do I know if I’ve successfully subscribed to Birdie Mobile service?
You’ll receive our confirmation email to show that your service subscription has been confirmed.

16. When can I get my SIM card?
– Local Surface Mail: you’ll receive our email when your SIM card has been delivered. You’ll receive the SIM card at the address you provided within five working days after subscription.
– Pick up at Circle K or 759 Store: after you’ve successfully subscribed to our service, you’ll receive an email and you can pick up the SIM card immediately with the QR code provided in the email. Remember to pick up the SIM card and activate the service within 7 days after subscription.

17. I have subscribed to Birdie Mobile but have not received the SIM card yet. What should I do now?
You should receive the SIM card at the address you provided within five working days. Please contact us if you don’t receive it in this period.

Activate My Service

1. Can I use the SIM card immediately after I have received it?
No, the SIM card can’t be used immediately. Please follow the instructions to activate your SIM card via the “Activate SIM” in the Birdie Mobile App.

2. How to activate Birdie Mobile service after receiving my SIM card?
First, simply download the Birdie Mobile App and then click “Login”. Simply login your Birdie Account and click “Activate SIM”; follow the steps on the service activation and the Birdie Mobile service will be activated instantly.

The service will commence on the date you have requested. Remember to plug the SIM into your smartphone and restart it so as to enjoy the full features of Birdie Mobile.

3. My SIM card fails to connect to the network after activation. What should I do now?
You may plug the SIM into your mobile device and restart the device.
If it still doesn’t work, set your device’s APN as “Internet” and restart your device, leaving “Username” and “Password” blank.

To set your device’s APN:

Android: Settings > Mobile Networks > Access Point Names (APN)
iOS: Settings > Mobile Data > Mobile Data Options > Mobile Data Network > APN

Local Data Top-up

a. Top Up Now
1. What is “Top Up Now”?
Once you’ve exhausted your 21Mbps data for the current month, you can purchase extra 21Mbps data with the “Top Up Now” option. You can start using the extra data instantly after a successful purchase!

2. How much extra 21Mbps data I can buy under “Top Up Now”?
You can add 1GB, 5GB or 10GB extra data to your account.

3. How to purchase “Top Up Now”?
You can find your options of extra data in “Top Up Now” under “Dashboard” in the Birdie Mobile App.

4. Can I refund or carry forward unused extra data purchased via “Top Up Now” to the next bill month?
Extra data purchased via “Top Up Now” cannot be refunded or carried forward to the next bill month. But why not send your unused data to other Birdie users with our Data P2P feature?

b. Monthly Top-up
1. What is Monthly Top-up?
Monthly top-up will be added and billed to your account every month. You’ll get extra 21Mbps data for the entire bill month after making the payment at the beginning of that month. Extra data will be added regularly, so you won’t have to apply for it every month.

2. How much extra 21Mbps data I can buy under “Monthly Top-up”?
You can add 1GB, 5GB or 10GB extra data to your account on a recurring basis. Upon successful subscription, your extra data will come into effect from the next bill month.

3. How to subscribe to “Monthly Top-up”?
You can access to the “Monthly Top-up” under “Data Top-up” from the “Dashboard” to find your options in the Birdie Mobile App.

4. I’ve subscribed to “Monthly Top-up” but now no longer need the extra data. What should I do?
No worries! You can cancel your “Monthly Top-up” subscription in the Birdie Mobile App before your next bill date. The change will come into effect after the bill date next month.

5. Can I refund or carry forward unused extra data purchased via “Monthly Top-up” to the next bill month?
Extra data purchased via “Monthly Top-up” cannot be refunded or carried forward to the next bill month. But why not send your unused data to other Birdie users with our Data P2P feature?

Travel Data Day Pass

1. How do I add Roaming Data Day Passes?
You can simply select the destination and number of days on the “Roaming Data Day Pass” page in the dashboard of the Birdie Mobile App. Day Passes available for your use will be shown in the page after making payment. Remember to use them before the expiry dates!

2. How much data per day is included in a Roaming Data Day Pass?
You can enjoy unlimited data with each Day Pass! Data speeds will be capped at 128Kbps after your daily data usage reaches 300MB (or other specified data usage allowance), but you can continue to use data roaming.

3. Can I top up high-speed data for the day when it’s running out?
You can download the Birdie Travel app and add the ICCID number of your SIM card. When your daily high-speed data usage hits its threshold, you’ll be alerted by an app push message to top up data for the day.

4. How is “a day” defined for a Day Pass?
“A day” is defined as 00:00 to 23:59 local time in the visiting country or capital or region.

5. When must I activate a Day Pass after purchasing one?
You can check the validity of your Day Passes in the dashboard of the Birdie Mobile App. Remember to use your Day Pass before the expiry date.

6. I’ve added multiple Day Passes. Do I have to use them on consecutive dates?
Day Passes that have been added to your Travel SIM will only be deducted on the day when you use data service. You don’t have to use multiple Day Passes on consecutive dates.

7. Can I use one Day Pass across multiple countries or regions?
If you connect to mobile networks in multiple countries or regions on the same day, one Day Pass will be deducted for each country or region. There’s an exception for European countries – no more than two Day Passes will be deducted each day regardless of the countries visited. For example, if you leave the Netherlands in morning, visit Luxemburg at noon and arrive in Belgium in the evening on the same day, only two Day Passes will be deducted if mobile data roaming has been activated throughout the day.

8. When passing through a border, how is a Travel Day Pass deducted?
Network reception near a border can be unreliable. For travelers crossing the border by land or sea (for example, on the HK-Zhuhai-Macao Bridge), we suggest you keep “Roaming Data” off to avoid unnecessary data usage on your Day Pass.

9. How do I check the Day Passes available and the purchase record?
You can access the Birdie Mobile App > Dashboard > Roaming Data Day Pass to check the Day Passes available for your use.
The purchase record will be shown on your next bill.

10. Can I send or receive an SMS while abroad?
If you have enabled “Roaming Voice & IDD Services”, you can send or receive SMS while you’re overseas. You can find the rates for roaming SMS in the “Roaming Voice & IDD Services” section under FAQ.

11. What countries and regions are supported? What are the telecom operators?
You can find out what countries and regions are supported and their respective telecom operators by accessing this link: https://r.brd.hk/en_ns

12. My Birdie Mobile SIM fails to connect to the network. What should I do now?
1. Please ensure that:
i. the Mobile SIM has been properly plugged into the handset or mobile device.
ii. you have purchased the correct Day Pass for your travel destination.

2. The “Mobile Data” and “Data Roaming” settings on your phone are turned on and the APN is set correctly as “Internet”.
i. Android*: Settings > Wireless and networks > More > Mobile Networks > Access Point Names (APN).
ii. iOS: Settings > Mobile Data > Mobile Data Options > Mobile Data Network > APN
*As the settings vary on each Android mobile phone or tablet, you can check with related manufacturers.

3. If your mobile device still fails to connect to the network, please turn the power off then turn your phone on again.

13. Can I select other mobile networks as my mobile network is automatically connected when Birdie Mobile SIM is used?
Birdie Mobile SIM will automatically connect to the local mobile network. Supporting mobile network operators: https://r.brd.hk/en_ns
If more than one network is supported at a travel destination, you can manually select other appropriate mobile networks through the network settings.
If your mobile device still fails to connect to the network, please turn the power off then turn your phone on again.

14. Which data services does Birdie Mobile SIM not support?
Birdie Mobile SIM supports the data tethering function on mobile devices, including WiFi Egg. It does not support peer-to-peer applications (P2P), FTP file sharing and webcam applications.

Roaming Voice Services

1. What should I do if I want to use my Birdie Mobile number as usual to dial/receive incoming calls when I’m not in Hong Kong?
You must activate “Roaming Voice & IDD services” to dial/receive incoming calls. Click here to learn more about the steps of activation.
You can make outgoing calls to local numbers in the roaming country/region. For calls to Hong Kong or other places, you can either make IDD calls or use the *131* PhoneHome service.
Reminder: You can only use “Roaming Voice and IDD services” at the countries/ regions with our roaming coverage.

2. How to activate Roaming Voice and/or IDD services?
You can enable “Roaming Voice & IDD services” in “Roaming Voice & IDD” under “Dashboard” in the Birdie Mobile App. You can complete the following steps to activate the services:
– Set up autopay by credit card for future bill payments
– Pay a $500 deposit (Payment can be made via credit cards or Apple Pay)

3. Why do I have to pay the deposit of $500 to enable the “Roaming Voice services”?
Birdie is a contract-free service and thus we need to collect a deposit for the “Roaming Voice services”.

4. What is the rate for the “Roaming Voice services”?
Roaming Voice rate: Click here

5. When will the deposit be returned?
The deposit will be returned to your account after termination of the Birdie Mobile service. After deducting any outstanding amount in your account (if any), the deposit will be returned to your account.

6. I’ve just activated my “Roaming Voice & IDD services”. Why can’t I use roaming voice services instantly?
Sorry, “Roaming Voice & IDD services” can only be enabled after the first bill date.

7. Which countries/regions are supported by the Roaming Voice services?
For the list of supported countries/ regions and their respective charges: Click here

8. I’ve enabled the “Roaming Voice & IDD Services”. How to set up my mobile phone for the service?
When you arrive at your destination, your mobile phone shall connect to the local network automatically. If your phone fails to connect to a network, you may switch the mobile phone off and then switch on again to reconnect to the local network.

9. I can’t set up call forwarding and callers can’t leave voice messages while I’m overseas. Why?
If you haven’t enabled the Roaming Voice & IDD services in advance, the call-forwarding and voice message feature will be disabled while you are overseas.

10. What is *131* Phone Home?
*131* Phone Home service allows you to make calls back to Hong Kong or other countries/regions at cheaper rates. Simply input the following commands on your phone, the system will then return a call to your phone and you’ll be connected to the telephone number in Hong Kong (or other countries).
For calls to Hong Kong:
FAQ
For calls to other countries or regions:
FAQ

Reminder: *131* Phone Home call charges will be incurred once you answer the system’s call, including call connection and ring times. Charges will apply regardless of whether the other party picks up. This service is not supported by local networks at certain roaming destinations.

11. While I’m abroad, are callers in Hong Kong able to leave message(s) in my voicemail box?
“Roaming Voice & IDD Services” enabled: Yes. Callers can leave voice messages in your voicemail box if you’re located at the countries/ regions with our roaming coverage, and when the incoming call is unanswered or the line is busy.
“Roaming Voice & IDD Services” not yet enabled: No. The caller will be forwarded to a “no answer” message.

12. How can I check voicemail messages while roaming?
If you’ve already enabled “Roaming Voice & IDD Services”, you can check voicemail messages by using the *131* Phone Home service. Simply dialFAQto reach your voicemail. *131* Phone Home roaming charges will apply once you are connected to voicemail.

13. Why are the roaming calls I made last month are only charged on my statement several months later?
As the roaming call records are provided by respective roaming partners, the roaming charges may take one to two months to be reflected in your statement.

14. I’ve enabled the roaming voice call service. However, I’ve been getting roaming coverage from mainland Chinese operators while I’m near the border in the New Territories. What should I do?
To disable roaming in China: Presson your phoneFAQ
To enable roaming in China: Presson your phoneFAQ

IDD Services

1. What should I do if I want to make an IDD call from a Birdie mobile phone number in Hong Kong to overseas countries?
You must activate “Roaming Voice & IDD services” to dial IDD calls. Click here to learn more about the steps of activation.

2. How to activate “Roaming Voice & IDD services”?
You can enable “Roaming Voice & IDD services” in “Roaming Voice & IDD” under “Dashboard” in the Birdie Mobile App. You can complete the following steps to activate the services:
– Set up autopay by credit card for future bill payments
– Pay a $500 deposit (Payment can be made via credit cards or Apple Pay)

3. Why do I have to pay the deposit of $500 to enable the “IDD services”?
Birdie is a contract-free service and thus we need to collect a deposit for the IDD services.

4. What is the rate for the “IDD services”?
IDD rate: Click here

5. When will the deposit be returned?
The deposit will be returned to your account after termination of the Birdie Mobile service. After deducting any outstanding amount in your account (if any), the deposit will be returned to your account.

6. I’ve just activated my “Roaming Voice & IDD services”. Why can’t I use roaming voice services instantly?
Sorry, “Roaming Voice & IDD services” can only be enabled after the first bill date.

7. I’ve enabled the “Roaming Voice & IDD services”. How do I make IDD calls on my mobile phone in Hong Kong?
Simply pressFAQor,FAQ then input theFAQ.

8. I’ve enabled the “Roaming Voice & IDD services”. Will the IDD call be charged if the called party is unreachable?
IDD call charges will only apply if the called party picks up the call. If it keeps ringing and no one answers it, the call will not be charged. However, if the called party has diverted the number to a voice message system where an automatic recording is played, the call will be charged.

9. I’ve enabled the “Roaming Voice & IDD services”. What costs are involved in making an IDD call from a mobile phone in Hong Kong to other countries?
The charge includes the IDD rate for calling the designated country, plus the local airtime charges. IDD charges are calculated on a 6-second incremental basis.

Extra Voice Call Minutes and Other Charges

1. What if I’ve used up my monthly voice call minutes included in my monthly plan?
Extra voice calls are charged HK$0.3 per minute. Call duration is rounded up to full minutes for computation purposes.

2. What’s the charge for sending a local SMS to a user of another mobile network?
Sending a local Inter SMS will incur a charge of HK$0.5. Each SMS is capped at 160 English characters or 70 Chinese characters.

3. What’s the charge for sending an international SMS?
Sending an international SMS will incur a charge of HK$2.

4. What’s the charge for sending a roaming SMS?
– Sending to an overseas number: HK$2 per SMS + roaming charges
– Sending to a HK intra-network number: roaming charges
– Sending to a HK inter-network number: HK$0.5 per SMS + roaming charges

Roaming SMS charges vary depending on the roaming destination and the local network operator. You may contact us at hello@birdie.com.hk for enquiry.

5. What’s the charge for sending a local MMS?
The charge of sending a local MMS is determined by the file size. Sending an MMS with a file size of 0-30KB will cost HK$1.5; an MMS with a file size 31-100KB will cost HK$3.

6. Do Birdie support VoLTE video call? How much does it cost?
We support local VoLTE Video Calls. Local intra-network calls cost HK$1/min, including incoming and outgoing. Inter-network outgoing calls cost HK$2.5/min and incoming calls cost HK$1.5/min.

Data P2P

1. What is Data P2P?
You can transfer your data allowance to other Birdie Mobile users in “Data P2P” after logging into the Birdie Mobile App.

2. Can I transfer my data allowance to anyone?
Only Birdie Mobile users can be the recipients.

3. What are the conditions and restrictions for transferring data allowance to other users?
You must have at least 1GB as a pre-requisite to transfer data to others. The amount of data to be transferred should be in multiples of 0.5GB.
On your bill date, data P2P feature cannot be used from 22:00 to 04:00(+1day).
Reminder: During the free period, you can only receive the data allowance from your friends. Transferring data allowance to other Birdie Mobile users is not allowed.

4. When will my friend receive the data allowance I transferred to them?
They’ll receive it instantly!

5. How will I know if my friend has transferred data to me?
We will send you reminders through app notifications. You may also read these reminders by clicking the envelope icon in the bottom-right corner on the app.

6. How long can I keep data received via Data P2P?
You have to use the extra data allowance before the next billing date.

7. Is this function free of charge?
Yes, it’s totally free! Have fun using our Data P2P feature to stay connected!

Birdie-Get-Birdie

1. What is the Birdie-Get-Birdie referral programme?
By referring your friends and family to use Birdie Mobile services (HK$90 or above monthly plan), you can earn a cash reward of HK$100 and they can get an extra 4GB of local data, so long as relevant conditions are met.

2. Where can I find my referral code?
You can find your personal referral code in the Birdie-Get-BirdieFAQsection after logging into the Birdie Mobile App.

3. What are the rewards for successfully referring a friend to use Birdie Mobile?
(i) As a referrer, you’ll earn HK$100! After your friend selects either a HK$90 or above monthly plan, you’ll be paid HK$50 in two monthly instalments via your Birdie Mobile account seven working days after your friend completes payment for the 2nd and 4th billing months.
(ii) Your Birdie friend will get 4GB of extra data! One working day after they select either a HK$90 or above monthly plan, they’ll receive 2GB of extra data allowance in two monthly instalments after they complete payment for the 2nd and 4th billing months.

4. Who is eligible for Birdie-Get-Birdie rewards?
(i) Referrers aged below 16 do not qualify for referral rewards.
(ii) Referrer’s rewards: The referrer and the referee will receive rewards only if both of them use the Birdie Mobile service for the fourth consecutive month and make prepayment on their monthly service fees.
(iii) Referee’s rewards: The referee will receive rewards only if he or she uses the Birdie Mobile service for the fourth consecutive month and make prepayment on their monthly service fees.
(iv) Rewards for Referrers and Referees: Referees will only receive rewards if they select a HK$90 or above monthly plan. Referrers can redeem cash rewards only if they select a HK$90 or above monthly plan.

5. Is there a cap on cash rewards claimed by the referrer?
There is no limit on referrers’ rewards! Feel free to invite all your friends and relatives to use our service.

6. How can I refer a friend?
Log in to the Birdie Mobile App to find your personal referral code under “Birdie-Get-Birdie”. Ask your friend to enter your referral code during service registration to become eligible for referral rewards.

7. Will the rewards expire?
Just grab your rewards within three months, otherwise related rewards will be cancelled without prior notice. Rewards will be cancelled when usage of our services is terminated in any form. Just claim your rewards at the earliest opportunity.

8. What kinds of rewards are offered?
You can cash in the rewards you have earned as a referrer any time. After receiving your request, it will take around 4 weeks for the money to be deposited to your designated bank account.

Birdie Stamp Rewards

1. Will I be awarded a Birdie stamp for my first month’s bill if it was registered before December 1, 2018 but activated after that date?
Yes, you’ll be given your first Birdie stamp as the charges will be shown in your December bill.

2. I just settled the previous month’s overdue amount on December 1, 2018. Why didn’t I receive a Birdie stamp for that?
A Birdie stamp is awarded for a successful monthly fee payment of bills for December onward. Your overdue amount was billed in the previous month. Therefore, no Birdie stamps would have been issued.

3. How can I redeem the Birdie stamps?
All rewards will be saved in “Gift Box”. Please refer to “Gift Box” for redemption details and expiry dates of rewards.

Gift Box

1. What is “Gift Box”?
Rewards and promotional offers are saved in “Gift Box”. You can view the Birdie Stamps and redeem promo codes there.

2. What are the four boxes in ”Gift Box”? What are they for?
Four categories of rewards include “Rewarded data”, “Monthly fee discount”, “Rewarded cash” and “Rewarded Travel Day Pass”. You can redeem your rewards and check your reward records here.
i. Rewarded data – Select a rewarded data and click “use now”, the data will be added to your data allowance for current month
ii. Monthly fee discount – Select a coupon and click “use now”, the discount will be applied in next monthly bill
iii. Rewarded cash – Simply fill in your bank information to redeem cash rewards in your Birdie account
iv. Rewarded Travel Day Pass – Check your Travel Data Day Pass reward records here

3. I have rewarded data in “Gift Box”. How can I use it?
1. Click “Rewarded data”
2. Select the reward you want to use
3. Click “Use now”
4. The rewarded data will be added to your data allowance for current month directly

4. I have a monthly fee discount coupon in “Gift Box”. How can I use it?
1. Click “Monthly fee discount”
2. Select the coupon you want to use
3. Click “Use now”
4. The discount will be applied in next monthly bill

5. What are Birdie Stamp Rewards?
Birdie Mobile users can get one Birdie Stamp after each successful bill payment. Privileges can be earned after collecting a dedicated number of stamps. All rewards will be saved in “Gift Box”.
Reminder: Birdie Stamp Rewards are only applicable to $90 or above monthly plan subscribers.

6. How to redeem a promo code?
Simply input the promo code in the promo code field to redeem rewards. Promotional offers are rolled out from time to time. Stay tuned for our announcements.

7. Will the rewards expire?
Please refer to “Gift Box” for redemption details and expiry dates of each individual reward. If your account is terminated, all rewards will be forfeited without any form of refund.

Birdie Friday

1. What is “Birdie Friday”?
It is an exclusive surprise prepared for Birdie customers. Designated monthly plan subscribers will have the chance to win a giveaway or discount offer on Friday.

2. How can I get the Birdie Friday giveaway?
Designated monthly plan subscribers simply need to login to the App and go to “What’s New”> “Birdie Friday” in designated date & time slot to win a giveaway. Stay tuned at “What’s New” in the App and our Facebook page for latest news. Gifts available while stock last. First come, first served.

3. How to redeem the giveaway I won?
If you grab the giveaway successfully, you can refer to the terms and conditions of that round of “Birdie Friday” to understand the redemption detail and validity period.

Set up and Manage Account

1. How to create a Birdie account?
Step 1: Enter your email address which will be used as your login and for communication purpose
Step 2: Choose a secure password with at least 8 characters including letter(s) and number(s)
Step 3: A verification email will be sent to your email address. Click the link to verify your email address and you are all set

2. After successfully created a Birdie account, how can I login to my account?
Simply login with your registered email address and password. For iOS user, you can login Birdie account with Touch ID / Face ID as well.

3. How can I enable Touch ID / Face ID to login to the Birdie Mobile App?
i.You will need to first set up Touch ID / Face ID on your iPhone:
Touch ID: iPhone Settings > Touch ID & Passcode
Face ID: iPhone Settings > Birdie Mobile > Enable Face ID
ii.Then enable the feature on the Birdie Mobile App:
“☰” > “Settings” > “Passcode/ Touch ID/ Face ID”

4. How can I disable login by Touch ID / Face ID?
You can always disable login by Touch ID/ Face ID by accessing “☰” > “Settings” > “Passcode/ Touch ID/ Face ID”.

5. Can I use fingerprint recognition function on my Android phone to login Birdie Mobile App?
Sorry, we only support IOS users using Touch ID/ Face ID to login Birdie Mobile App at the moment.

6. How can I change my personal information?
You can change your personal information via “Personal Information” in “Settings” in the app.

7. How do I reset my username and password if I forget them?
You can reset your password by clicking “Forgot Password” or access the “Change Password” function in “Settings” in the app.

8. How can I change the email address for login?
You can change your email address for login via “Personal Information” in “Settings” in the app.

Payment Method

1. How can I pay for Birdie Mobile services?
You can login to the Birdie Mobile App and access to “Bill” to select which payment methods you want to use to pay for monthly service fees:
– Credit cards (VISA/Master Card)
– Apple Pay (VISA/Master Card)
– Octopus O! ePay
– WeChat Pay HK
– AlipayHK
– Goolge Pay (VISA/Master Card)
If you do not have credit cards, you can use Tap & Go or other prepaid cards. You can also use credit cards from a third party.

2. What to do if I want to settle Birdie Mobile bills with credit card autopay?
You can login to “My Payment Method” under “Settings” to input your credit card information via the Birdie Mobile App. To ensure that your credit card is still valid, a HK$1 fee will be charged from the card. But HK$1 will be refunded to you after the test transaction.
*We do not support using O! ePay Mastercard for autopay at the moment. Please choose another credit card for monthly autopay.

3. How to cancel credit card autopay?
You can select “Remove this card” in “My Payment Method” under “Settings” via the Birdie Mobile App. Please be reminded that it will take 3 to 5 working days to cancel credit card autopay. It will take effect on the next bill date.

4. When will the charge be deducted from my credit card autopay?
The charge will be deducted within three to seven days after the issuance of a monthly statement, depending if there are any public holidays.

5. After I have made payment using the Octopus App, will the payment record be shown on the Birdie Mobile App instantly?
Yes, the payment record will be shown in the “Bill “page in the Birdie Mobile App instantly after payment is made using the Octopus App.

6. How to apply for the Octopus “O! ePay” service? How to top up? Are there any limits on the account balance?
You may learn more about the service in the Octopus App or on the Octopus website.
https://www.octopus.com.hk/en/consumer/mobile-payment/oepay/apply
or
https://www.octopus.com.hk/en/consumer/customer-service/faq/octopus-online-services/octopus-online-payment-service.html

7. How can I make a payment via the Octopus App?
On successful registration for the payment feature in the Octopus App, go to Online merchants > Birdie > Service Plan Bill Payment in the Octopus App, then enter your Birdie Mobile number to check the outstanding balance of your Birdie account via SMS. Please be reminded that your payment amount must be the same as that shown in the SMS to ensure successful payment. You must also have sufficient balance on your Octopus account.

8. Are there surcharges or processing fees to make payments via the Octopus App?
No! You can pay Birdie bills via the Octopus App once you’ve successfully registered for the payment service in the Octopus App.

9. How to make payment via WeChat Pay HK?
You can login to the WeChat Pay HK first and access to “My Settings” >”Wallet” > “Payment and Add Value in telecom” > “Bill Payment” > “Telecom Operators” and then select “Birdie” > *Then input your Birdie Mobile phone number > Payment amount is automatically displayed > Input WeChat Pay HK password to complete the payment
*For first-time registration of Birdie account, you will receive a one-time verification code via SMS for registering the new account.

10. How to make payment via AlipayHK?
(i) Pay via Birdie Mobile App (AlipayHK App required): Choose “AlipayHK” and your AlipayHK App will be opened > Complete your payment in AlipayHK App payment page
(ii) Pay via Birdie Mobile website (Internet Explorer not supported): Choose “AlipayHK” and a payment QR code will be shown > Open your AlipayHK App. Click “Scan” in the upper left corner and scan the QR code > Complete your payment in AlipayHK app

11. Why is “Birdie” is not shown under “Telecom Operators” in WeChat Pay / AlipayHK?
We only support using WeChat Pay HK / AlipayHK for making payment and you must select Hong Kong as the Wallet Region.

12. Why can’t I use WeChat Pay HK / Alipay HK to settle late payment?
For a new account registration in WeChat Pay HK / AlipayHK, you will receive a one-time verification code via SMS so as to make payment. For a Birdie account that is suspended for non-payment, SMS cannot be delivered. If you have not registered your Birdie account with WeChat Pay HK / AlipayHK, you will not be able to settle late payment. You can choose other methods to pay the fees, such as credit cards, Apple Pay or Octopus O! ePay.

Manage Voice Services

1. How many voicemail messages can be recorded?
The voicemail box can store up to 10 messages. Each one can be up to 60 seconds long.

2.How long can voicemail messages be kept?
Voicemail messages can be kept for 3 days.

3. How can I reset my voicemail password?
If “Skip Password” function is turned on – simply dial “138” on your mobile phone and enter the voicemail box system to reset your voicemail password.
If “Skip Password” function is turned off – please email to hello@birdie.com.hk and we will contact you to arrange reset of voicemail password.

4. How do I record a personal greeting?
You can simply dial “138” on your mobile phone and enter the voicemail box system to record your personal greeting.

5. How do I set Call Forwarding?
Call Forwarding Unconditional:
[To activate] **21*Tel no.# Send; [To cancel] ##21# Send

Busy Call Forwarding:
[To activate] **67*Tel no.# Send ; [To cancel] ##67# Send

No Answer Call Forwarding:
[To activate] **61*Tel no.# Send ; [To cancel] ##61# Send

Unreachable Call Forwarding:
[To activate] **62*Tel no.# Send; [To cancel] ##62# Send

Cancel all Call Forwarding :
[To activate] ##002# Send

Call Waiting:
[To activate] *43# Send;[To cancel] #43# Send

Report Lost / Damaged SIM, Replace SIM & Request SIM PIN

1. How do I report the loss of a SIM card?
You can report the loss of a SIM card by accessing “Lost / Replace SIM” under “Manage SIM” in “Settings” in the Birdie Mobile App.

2. How do I replace a damaged SIM card?
You can replace a damaged SIM by accessing “Lost / Replace SIM” under “Manage SIM” in “Settings” in the Birdie Mobile App.

3. How much does it cost to replace a SIM card?
A replacement SIM card costs HK$50. The temporary charge will be refunded in your next bill.

4. What should I do if I haven’t received the SIM card?
If you chose to receive your new SIM card by local postal service and haven’t received the SIM card 7 days after completing service registration, please report the loss of the SIM card by accessing “Lost / Replace SIM” under “Manage SIM” in “Settings” in the Birdie Mobile App and we will get you a new SIM card as soon as possible.

5. After reporting the loss of my SIM card, how can I get a new SIM?
The new SIM card will be delivered to you via local postal service or you can pick up a new SIM at designated Circle K store or any 759 stores.

6. As my existing SIM card is damaged, how can I get a new SIM?
The new SIM card will be delivered to you via local postal service or you can pick up a new SIM at designated Circle K store or any 759 stores.

7. When will my SIM card be posted?
The SIM card will be delivered to your designated address within 3-5 working days.

8. I want to set up a SIM PIN (personal identification number) for my SIM card. What should I do?
To turn on SIM PIN function for the first time, you need to enter the default SIM PIN for Birdie: 1234. Then you can change to a customized PIN.

9. My mobile phone is locked. What is PUK code?
Your SIM card and your mobile phone will be locked if you enter the wrong SIM PIN too many times. You need to unlock your SIM card with the Personal Unblocking Key (PUK).
You can get your PUK code in Birdie Mobile App after clicking “Settings” > “Manage sim” > “Obtain my SIM PIN/ PUK code”. After entering the HKID/passport number you registered with us, you can see the PUK code accordingly.

Suspend / Terminate My Subscription

Temporarily Suspend Mobile Service:
1. What should I do if I want to suspend my mobile phone service?
You can enable the “Temporary Mobile Service Suspension” function using “SIM Management” in “Settings” to suspend the mobile phone service via the Birdie Mobile App.

Please remember you will still need to pay a monthly service fee for the period of the service suspension to retain your account.

Under some circumstances, including losing your SIM, you can enable the “Temporary Mobile Service Suspension” function to prevent your mobile number being misused by others and the resulting risk of “bill shock”.

Terminate Mobile Service:
1. What do I do if I want to terminate my mobile phone service and stop payments?
You can access “Terminate Mobile Service” in “Settings” to end the mobile phone service via the Birdie Mobile App. Please be reminded that a service termination request cannot be processed by sending email.
Reminder: If you want to terminate the Birdie Mobile service from the next bill, remember to request service termination before the next billing date (before 10pm on that day) via the Birdie Mobile App. (You can access to “Terminate Mobile Service” in “Settings” by clicking Ξ on top left of the app.) The termination day is based on the date displayed in the Birdie Mobile App.
(e.g. Please request to terminate services via the Birdie Mobile App before 10pm on 25th when the bill date falls on 25th)

Upon service termination:

– Any data allowance, rewards or points that are granted or transferred to the account in any form, or any extra data purchased for the account, will be forfeited and not restored or refunded in any form.
– If there are Day Passes in the account, you can still use the Day Passes until the expiry date(s). Or, you can add more.
– The mobile number will be reallocated to another customer and that cannot be carried over to other operators for use.

2. What should I do if I want to carry over my number to other telecom operators?
We are sorry to hear you want to leave Birdie!

Please note the following procedures if you want to carry over your phone number to other telecom operators:
a. First, do not request to suspend your mobile phone number in the Birdie Mobile App;
b. Visit your preferred telecom operator and request to carry your Birdie Mobile number to the new operator;
c. Provide the new operator the date you want to carry over your number, your HKID card number and full name on your ID card that you used to subscribe to Birdie Mobile service.

Reconnect My Subscription

1. How to reconnect my mobile phone service?
You can access to the “Restore Birdie Service Now” from “Manage SIM” in “Settings” to reconnect the service based on instructions via the Birdie Mobile App.