Birdie Mobile – FAQ

1. How to subscribe to Birdie’s monthly plan?
You can go to Birdie website and click “Subscribe” or 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.

2. What monthly plans are being offered?
We have two types of plans:
a. Standard plans for any customers. “Click here”
b. Student plans for students at 11 – 25 years old. “Click here”

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 service from the next bill, remember to request service termination before 22:00 on the next bill date or after 04:00 on the bill start date 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 22:00 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 700Mbps.​
• 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 2Mbps.​
• If you are using unlimited local data monthly plan, when monthly local data usage reaches your data plan limit, you can continue to use mobile data services, unlimited thereafter local data usage up to 21Mbps.​
• If you are using $50/ $70 monthly plan, when monthly local data usage reaches your data plan limit, you can continue to use mobile data services, unlimited thereafter local data usage up to 128kbps.​
Please refer to the Subscription Confirmation you agreed to when you applied for the service and “My Plan” in Birdie Mobile App.

7. How fast is the speed after upgrading to 4.5G full speed?
The maximum download speed could reach 700Mbps. When using 3CC CA / 4CC CA supported devices, the download speed would be around 250-400Mbps under general circumstances. Actual data transmission speeds may vary due to internet traffic conditions, local conditions, hardware, software and other conditions which may arise.
For monthly plans without full speed upgrade, the speed will be capped at 42Mbps.

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

9. Is Tethering supported by Birdie 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.

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

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

12. 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.

13. With regards to the above mentioned, is “Data P2P” function allowed during the free period?
During the free period, you cannot receive the data allowance from your friends or transfer data allowance to other Birdie Mobile users.

14. Which mobile network supports Birdie services?
Birdie services are supported by SmarTone.

15. Can I transfer my current mobile number to Birdie?
Of course, you can! Just fill in all the information and pick the service start day in Birdie Mobile App then we will liaise with your current operator to carry over your number on the date you specified.

16. I am not subscribing a monthly plan with unlimited local voice call minutes, what if I’ve used up those included in my monthly plan?
Extra voice calls are charged HK$0.3 per minute. Each call duration is rounded up to full minutes for computation purposes.

17. How can I pay for my monthly fee?
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 issued by Hong Kong institutions)
– Apple Pay (VISA/Master Card)
– Octopus Wallet
– WeChat Pay HK
– AlipayHK
– Google 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.

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?
All student plans offer 4G 42Mbps network speed, unlimited local data during “Owl Time” hours* + unlimited local voice call minutes. We currently offer the following 4 plans, “Click here ”
*Please refer to the “Owl Time” section for details

3. I’m a Birdie 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 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.

The local data usage incurred by the designated apps (Zoom and Teams) on smartphone will not consume data from your monthly plan entitlement.

Reminder: If the customer has used up his high-speed data for the month, data service continues but the speed for data access (upload and download) thereafter will be capped.

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: Any data usage within this period shall not be deducted from the high-speed data entitlement if the customer still has high-speed data entitlement left for the month, such as high-speed data included in the Monthly Plan, P2P data, monthly top-up data, top-up data or other data rewards. If the customer has used up his high-speed data for the month, data service continues but the speed for data access (upload and download) thereafter will be capped.

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

1. Does Birdie operate physical stores?
Birdie 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?
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?
You can subscribe to the service if you are aged 11 or above with a Hong Kong ID card/passport.

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

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

7. Why do I need to upload my identity document?
Your ID copy is used for identity verification of the mobile number owner;
and according to the the Telecommunications (Registration of SIM Cards) Regulation by HKSAR Government, you need to complete real name registration process, before using mobile service,

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

9. How can I get my Birdie SIM card?
You can choose “SIM Type and Delivery Method” when you subscribe to our service:
– For physical SIM card, you can choose to (i) receive the SIM card via local surface mail, or (ii) pick up at Circle K
– For eSIM, you’ll receive our email with the QR code to download the eSIM

10. When can I get my SIM card / eSIM?
– Physical SIM card via local surface mail: You’ll receive our email when your SIM card has been dispatched. You’ll receive the SIM card at the address you provided within 5 working days after registration
– Physical SIM card to be picked up at Circle K: You’ll receive our confirmation email once you’ve successfully registered. You can pick up the SIM card immediately with the QR code provided in the email
– eSIM: You’ll receive our email with the QR code to download the eSIM once you’ve successfully registered

11. What is eSIM?
An eSIM is an embedded electronic SIM stored inside your device. Like a physical SIM card, an eSIM stores data that is needed for your device to connect to and use Birdie’s network.

Birdie mobile eSIM supports designated mobile phones:
– Apple iPhone: 12 mini / 13 mini / SE (2nd generation) / SE (3rd generation) / XS / iPhone 16E
– HONOR: Magic 4 Pro / Magic 5 Pro / Magic 6 Pro / Magic 7 Pro / Magic V3 / Vs / 90 / 200 / 200 Pro
– Huawei: Mate40 Pro (NOH-NX9) / P40 (ANA-NX9) / P40 Pro (ELS-NX9) / Pura 70 Pro
– Motorola RAZR 5G
– OnePlus 11 5G
– OPPO: Find N2 Flip / Find X8 Pro / Reno 13 Pro / Find N5
– Nokia X30 (TA-1450)
– Redmi Note: 14 Pro 5G / Note 14 Pro + 5G
– Samsung Galaxy: Z Flip (SM-F700F) / Tab S9|Tab S9+|Tab S9 Ultra / Tab S9 FE+|Tab S9 FE / Tab S10+ / Tab S10 Ultra / Tab S10 FE+|Tab S10 FE
– vivo: X90 Pro / X90 Pro 5G / X100 Pro / X200 / X200 Pro
– Xiaomi: 13 series / 13 / 13 Pro / 13T / 13T Pro / 14 / 14T / 14T Pro / 15 / 15 Ultra

As of February 2025

Reminder: Birdie Mobile eSIM does not support Apple Watch; and the supported devices will be updated from time to time.

12. 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.

13. 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.

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

15. 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 5.0 or later.

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, 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?
You’ll receive a confirmation email to show that your service subscription has been confirmed.

4. When can I get my SIM card / eSIM?
– Physical SIM card via local surface mail: You’ll receive our email when your SIM card has been dispatched. You’ll receive the SIM card at the address you provided within 5 working days after registration
– Physical SIM card to be picked up at Circle K: You’ll receive our confirmation email once you’ve successfully registered. You can pick up the SIM card immediately with the QR code provided in the email
– eSIM: You’ll receive our email with the QR code to download the eSIM once you’ve successfully registered

5. I have subscribed to Birdie but have not received the SIM card yet. What should I do now?
– If you chose “local surface mail” and still haven’t received the SIM card after 7 working days from your registration, please email to hello@birdie.com.hk for our follow-up
– If you chose “Pick up at Circle K” and haven’t received the confirmation email, simply login to Birdie Mobile App and go to “My Plan” > “How to pick up SIM at stores” and use the QR code to get the SIM card
– If you chose “eSIM” and haven’t received the confirmation email, simply login to Birdie Mobile App and go to “My Plan” > “How to set up eSIM”. Then click “Download QR code image to Photo” to download the QR code for setting up eSIM

6. The system says it can’t process my subscription. What’s going on?
A pop-up “Email 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 services?
You can activate services anytime within 90 days from the time you have successfully subscribed to our services.

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?
We recommend you to choose the contract end date with your current operator. Pick the right date can help you avoid unnecessary early termination penalty.

2. Can I (or How do I) carry over my mobile number to Birdie?
You can carry over your number to Birdie 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.

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?
No extra charges / handling fee will be imposed.

5. What information is required to carry over my number to Birdie?
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 service.

6. How many working days does it take to carry over my mobile number to Birdie?
Generally, it takes about 6 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 store – the carry-over of your mobile number can be completed in about 6 working days; or
2. Local Surface Mail – the carry-over of your mobile number can be completed in about 7-10 working days; or
3. eSIM – the carry-over of your mobile number can be completed in about 6 working days

7.Why can’t I select the date to carry over my mobile number to Birdie?
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.

8. 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.

9. Can a mobile number registered under a company be carried over to Birdie?
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.

10. 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. (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 “Email Us” via the upper-right corner of the App.

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

11. If a mobile number is suspended, can I still carry over the number to Birdie?
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.

12. I didn’t receive a one-off verification code after applying to transfer my mobile phone number to Birdie. 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.

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

14. When can I get my SIM card / eSIM?
– Physical SIM card via local surface mail: You’ll receive our email when your SIM card has been dispatched. You’ll receive the SIM card at the address you provided within 5 working days after registration
– Physical SIM card to be picked up at Circle K: You’ll receive our confirmation email once you’ve successfully registered. You can pick up the SIM card immediately with the QR code provided in the email
– eSIM: You’ll receive our email with the QR code to download the eSIM once you’ve successfully registered

15. I have subscribed to Birdie but have not received the SIM card yet. What should I do now?
– If you chose “local surface mail” and still haven’t received the SIM card after 7 working days from your registration, please email to hello@birdie.com.hk for our follow-up
– If you chose “Pick up at Circle K” and haven’t received the confirmation email, simply login to Birdie Mobile App and go to “My Plan” > “How to pick up SIM at stores” and use the QR code to get the SIM card
– If you chose “eSIM” and haven’t received the confirmation email, simply login to Birdie Mobile App and go to “My Plan” > “How to set up eSIM”. Then click “Download QR code image to Photo” to download the QR code for setting up eSIM

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 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 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.

3. My SIM card fails to connect to the network after activation. What should I do now?
– Physical SIM card: You may plug the SIM into your mobile device and restart the device.
– eSIM: To ensure your eSIM has been successfully added to your device, you may go to “Settings” of your device and see if you can find the eSIM of your mobile number. Click here to check how to activate your eSIM.
– 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

1. What is “Top Up Now”?
Once you’ve exhausted your 700Mbps/42Mbps/21Mbps data for the current month, you can purchase extra 700Mbps/42Mbps/21Mbps data with the “Top Up Now” option. You can start using the extra data instantly after a successful purchase! (data speed depends on the plan selected)

2. How much extra 700Mbps/42Mbps/21Mbps data I can buy under “Top Up Now”?
You can add 1GB, 5GB or 10GB extra data to your account. Data speed depends on the plan selected

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?

1. How do I add Travel Data Day Passes?
Go to Birdie Mobile App > Travel Data Day Pass > Add Travel Day Passes and select the destination and number of days. Day Passes available for your use will be shown under “View your Day Passes” after payment. Remember to use them before they expire!

2. What destinations and mobile networks are supported by the Travel Data Day Passes?
Our Travel Data Day Passes cover more than 60 destinations over the world, primarily supporting 4G mobile networks, or 3G networks at certain destinations. Actual state of network connection is subject to data usage and local coverage. Find out more about the supported countries/regions and their respective telecom operators at Click here

3. How much data per day is included in a Travel Day Pass?
There is no limit on how much data you can use! Data speeds will be capped at 512Kbps after your data usage of the day at the destination reaches 500MB (or the otherwise specified threshold), but you can continue to use data roaming.

4. Can I top up high-speed data for the day when it’s running out?
Yes. Go to Birdie Mobile App, tap “Roaming: Top-up data for today” and choose to get high-speed data for the day by directly purchasing additional data or deducting an applicable Day Pass (if available).

5. How is “a day” defined for a Travel Day Pass?
“A day” is defined as 00:00 to 23:59 local time of the visiting country(capital) or region.
(If the country you’re visiting has more than one time zone, a “day” of a Travel Day Pass is defined as 00:00 to 23:59 local time of that country’s capital.)

6. Is there a validity for my Travel Day Pass?
Yes. You can check the validity of your Day Passes on the “Travel Data Day Pass > View your Day Passes” page in the Birdie Mobile App. Remember to use your Day Pass before they expire.

7. I’ve got multiple Day Passes. Do I have to use them on consecutive dates?
Day Passes will only be deducted on the day when you use data service. You don’t have to use multiple Day Passes on consecutive dates.

8. 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*.

*Exception 1: If you visit Mainland and Macau on the same day, only one Day pass will be deducted. (Except “Asia Hot Picks” zone)
Exception 2: 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 Luxembourg at noon and head to 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.

9. When crossing a border by land or sea, how is a Travel Day Pass deducted?
Network reception near a border can be complicated. While crossing a border by land or sea (for example, via the HK-Zhuhai-Macao Bridge), you’re recommended to keep “Roaming Data” disabled to avoid unnecessary data usage and subsequent deduction of your Day Pass.

10. How to review my available Day Passes and purchase record?
You can go to Birdie Mobile App > Dashboard > Travel Data Day Pass > View your Day Passes to check the Day Passes available for your use. In addition, you can tap “Purchase Record” to review the purchase record.

11. Can I send or receive SMS while abroad?
You can enjoy receiving SMS for FREE when you’re overseas (no need to pay any deposit in advance)
If you would like to send SMS while abroad, you must first enable “Roaming Voice & IDD Services” in the Birdie Mobile App and pay a $500 deposit using credit card or Apple Pay before traveling. The charges are subject to real-time usage.

12. I cannot connect to the network while I am overseas. What should I do now?
Please ensure that:
1. Your SIM card has been properly plugged into the handset or mobile device
2. You have purchased the right Day Pass for your travel destination
3. The “Mobile Data” and “Data Roaming” settings on your phone are turned on and the APN is set 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 may vary on different Android mobile phones or tablets, please check with related manufacturers.
If your mobile device still fails to connect to the network, please turn the power off then turn it on again.

13. While abroad, can I choose my preferred mobile networks ?
Upon arrival, you will automatically be connected to the local mobile network. Find out more about our supported mobile network operators: Click here
If more than one network is supported at a destination, you can manually select the other applicable mobile network(s) through network settings.
If your mobile device still fails to connect to the network with the new setting, please turn the power off then turn it on again.

14. What data services do the Day Passes support?
Our Day Passes support data tethering function on mobile devices, including Wi-Fi Egg. It does not support peer-to-peer applications (P2P), FTP file sharing and webcam applications.

1. What should I do if I want to use my Birdie 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. (^Note：Individual roaming destinations do not support *131* PhoneHome service)
Reminder: You can only use “Roaming Voice and IDD services” at the countries/ regions with our roaming coverage.
(+Individual roaming destinations support only VoLTE roaming service. Handset supporting VoLTE service is required to use the roaming service)

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 HK$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. When will the deposit be returned?
The deposit will be returned to you after termination of the Birdie service. If there’s any outstanding balance in your account, such balance will be deducted and you’ll be returned the remainder of the deposit. (find out more here).

5. Which countries/regions are supported by the Roaming Voice services and the rates?
For the list of supported countries/ regions and their respective charges: Click here
Rates: Click here
(+Individual roaming destinations support only VoLTE roaming service. Handset supporting VoLTE service is required to use the roaming service)

6. 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. (+Individual roaming destinations support only VoLTE roaming service. Handset supporting VoLTE service is required to use the roaming service. It is required to enable VoLTE Roaming Service to make and receive calls; The system will prioritise the use of VoLTE Roaming Service once you have enabled it. VoLTE Roaming Service enables faster connection and clearer voice calls. The charges for using VoLTE Roaming Service are the same as standard roaming call charges.)

7. 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.

8. 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).
(^Note：Individual roaming destinations do not support *131* PhoneHome service)
For calls to Hong Kong:

For calls to other countries or regions:

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.

9. 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.

10. 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 dialto reach your voicemail. *131* Phone Home roaming charges will apply once you are connected to voicemail.

11. 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.

12. 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 phone
To enable roaming in China: Presson your phone

+ Destinations only support VoLTE roaming service: Japan (Softbank, KDDI), Taiwan (Chunghwa), Singapore (M1), USA (AT&T), Australia (Telstra, Vodafone Australia)
^ Destinations do not support “*131 PhoneHome service” : Japan (Softbank, KDDI), Taiwan (Chunghwa), Singapore (M1), USA (AT&T), Australia (Telstra, Vodafone Australia)

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 HK$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 you after termination of the Birdie service. If there’s any outstanding balance in your account, such balance will be deducted and you’ll be returned the remainder of the deposit. (find out more here).

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

7. 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.

8. 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.

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. Each call duration is rounded up to full minutes for computation purposes.
Or you may go to Birdie Mobile App> Dashboard> “Top Up to Unlimited Calls” to add the Unlimited Call Package.

2. What’s the charge for sending a local SMS？
Local Intra SMS: The first 500 SMS within the billing month will be free; thereafter SMS will be charged at HK$0.3 each
Local Inter SMS: HK$0.6 each
Reminder: 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?

You can find the rates for roaming SMS here.
Note that before you can send roaming SMS while traveling, you must first enable “Roaming Voice & IDD services” in the Birdie Mobile App.

How to enable:
Go to Birdie Mobile App > “Dashboard” > “Roaming Voice & IDD” > Enable “Roaming Voice & IDD services” and
– set up autopay by credit card for future bill payments (if you haven’t yet)
– pay a $500 deposit using credit card or Apple Pay.

5. What’s the charge for sending a local MMS?
The charge of sending an MMS is determined by the file size.
To local network: 0-30KB at HK$1.5@; 31-100KB at HK$3@.
To overseas network: 0-30KB at HK$4.5@; 31-100KB at HK$6@.

6. Does 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.

7. How I can contact Birdie if I have further question?
You can contact us via “Email Us” the upper-right corner of the App or email to hello@birdie.com.hk.

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

2. Can I transfer my data allowance to anyone?
Only Birdie 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.
Data P2P feature cannot be used from 22:00 on bill date to 04:00 on the bill start date.

Reminder:
– During the free period, you cannot receive the data allowance from your friends or transfer data allowance to other Birdie Mobile users.
– Make sure the data the recipient has cannot be over the limit of 999GB after the data P2P.

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. How much data can I receive at most?
You can store up to 999GB of “Data Reward”.

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

9. Can data be transferred between monthly plan in different data speed? What is the network speed?
Sure! The network speed will depend on the monthly plan which receiver is using. For example, if you are using 42Mbps monthly plan and your friend is using 700Mbps, the data you received from your friend via Data P2P will be 42Mbps.

10. Is Data P2P applicable to unlimited local data monthly plan (HK$210/HK$230/HK$250)?
Yes! You can check the amount of data you can transfer in Birdie Mobile App “Data P2P” > “Data available for transfer”.

1. What is the Birdie-Get-Birdie referral programme?
By referring your friends and family to use Birdie 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 plus HK$100 monthly fee coupon, so long as relevant conditions are met.  The HK$100 monthly fee coupon of referee is only available to customers who subscribed the service on 12 Aug 2021 or afterwards.

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

3. What are the rewards for successfully referring a friend to use Birdie?
(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 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 data plus HK$100 monthly fee coupon! One working day after they select either a HK$90 or above monthly plan, they’ll receive 2GB of extra data allowance and HK$50 monthly fee coupon (in the “Gift Box”) 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 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 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 8 weeks for the money to be deposited to your designated bank account.

9. How can I use the monthly fee coupon?
The monthly fee coupon will add to your “Gift Box”:
i. Click “Monthly fee discount”
ii. Select the coupon you want to use
iii. Click “Use now”
iv. The discount will be applied in next monthly bill

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 2018 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.

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?
i. Click “Rewarded data”
ii. Select the reward you want to use
iii. Click “Use now”
iv. 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?
i. Click “Monthly fee discount”
ii. Select the coupon you want to use
iii. Click “Use now”
iv. The discount will be applied in next monthly bill

5. What are Birdie Stamp Rewards?
Birdie 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 HK$90 or above monthly plan subscribers. Rewards may be changed at any time without prior notice.

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.

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.

1. How to create a Birdie account?
Step 1: Enter your email address which will be used as your login and for communication purpose (including system messages)
Step 2: Choose a secure password with at least 8 characters including letter(s) and number(s)
Step 3: Verify your registered email by entering the verification code in registration page > You are all set!
*If you do not receive the verification code email, please check your spam mail folder.

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.
Reminder: You will be logged out of all devices which had logged on to your account once your password is reset. You need to log in again with your new password. You also need to set up your biometric authentication again.

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.

9. If I cannot log into my Birdie account with Facebook, what should I do?
Since Birdie has no longer supported Facebook login, if you cannot log into your account, you can contact us through “email us” on the top-right corner of Birdie Mobile App. Or you can directly email us at hello@birdie.com.hk along with your mobile number and the registered email address. We will help you on it!

10. How to delete a Birdie account?
You can contact us through “email us” on the top-right corner of Birdie Mobile App. Or you can directly email us at hello@birdie.com.hk along with your mobile number and the registered email address. We will help you on it!

1. How can I pay for Birdie 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 issued by Hong Kong institutions)
– Apple Pay (VISA/Master Card)
– Octopus Wallet
– WeChat Pay HK
– AlipayHK
– Google Pay (VISA/Master Card)

We do not support registration with prepaid card and debit card. You can use credit cards from a third party.

2. What to do if I want to settle Birdie bills with credit card autopay?
You can login to “My Payment Method” under “Settings” to input your credit card (VISA/ MasterCard issued by Hong Kong institutions) 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.

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 can I make a payment via the Octopus App?
(i) Pay via Birdie Mobile App (Octopus App required): Choose “Octopus” and your Octopus App will be opened > Complete your payment in Octopus App payment page
(ii) Pay via Birdie website: Choose “Octopus” and the Octopus payment page will be shown > Open your Octopus App, Scan the QR code or input the payment code to complete your payment in Octopus app

7. 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.

8. 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.

9. 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 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

10. 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.

11. 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 Wallet.

12. How to switch to another credit card for autopay?
If you want to switch to another credit card for autopay, please go to Birdie Mobile App> “Settings”> “My Payment Method” and select “Remove this Card”. Then input your new credit card (VISA/ MasterCard issued by Hong Kong institutions) information.
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.

Reminder:
1.It will take 3 to 5 working days to switch the credit card for autopay. It will take effect on the next bill date.
2.We do not support using Octopus Mastercard and ZA Card for autopay at the moment.

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

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 “local surface mail” and still haven’t received the SIM card after 7 working days from your registration, please email to hello@birdie.com.hk for our follow-up
– If you chose “Pick up at Circle K” and haven’t received the confirmation email, simply login to Birdie Mobile App and go to “My Plan” > “How to pick up SIM at stores” and use the QR code to get the SIM card
– If you chose “eSIM” and haven’t received the confirmation email, simply login to Birdie Mobile App and go to “My Plan” > “How to set up eSIM”. Then click “Download QR code image to Photo” to download the QR code for setting up eSIM

5. After reporting the loss of my SIM card, how can I get a new SIM?
You can choose “SIM Type and Delivery Method” when you request for SIM replacement:
– For physical SIM card, you can choose to (i) receive the SIM card via local surface mail, or (ii) pick up at Circle K
– For eSIM, you’ll receive our email with the QR code to download the eSIM

6. As my existing SIM card is damaged, how can I get a new SIM?
You can choose “SIM Type and Delivery Method” when you request for SIM replacement:
– For physical SIM card, you can choose to (i) receive the SIM card via local surface mail, or (ii) pick up at Circle K
– For eSIM, you’ll receive our email with the QR code to download the eSIM

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.

10. I’ve already registered. Can I switch back to use physical SIM / eSIM?
Yes. You can go to “Settings” > “SIM Management” and choose “Lost / replace SIM”. Then choose if you want “Physical SIM” or “eSIM” in the “SIM Type and Collection Method” step.

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 service from the next bill, remember to request service termination before 22:00 on the next bill date or after 04:00 on the bill start date 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 22:00 on 25th when the bill date falls on 25th)

Upon service termination:

– Any data allowance, Travel Data Day Passes, rewards or points that are granted or transferred to the account in any form, or any extra data / Travel Data Day Passes purchased or any extra data purchased for the account, will be forfeited and not restored or refunded in any form.
– 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 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 service.

Reminder: all unused data, Travel Data Day Passes, rewards, points and remaining travel day passes will be cancelled without refund. For example, the remaining travel day passes will be forfeited after the mobile service is terminated.

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.

1. Once my Birdie service plan is terminated, how can I arrange for the return of deposit for “Roaming Voice & IDD services”?
Please use the link below to log into the Birdie website and provide your postal address in Hong Kong 3 days upon service termination . We will arrange for the return of deposit upon receipt of information by way of a cheque. If we cannot receive your information after 90 days, your deposit will be forfeited:

Request for the return of deposit for Roaming Voice & IDD services

A cheque will be sent to the postal address provided by you within 8 weeks upon your successful submission of information.

Please note: Outstanding unpaid fees, if any, will be deducted from the deposit.

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

1. Does “The Real-name Registration Programme” have any impact on the existing Birdie customers?
No worry, you can continue to use it with confidence for the time being. According to government regulations, existing customers will have to complete real-name registration with their operators on or before February 23, 2023. We will announce the relevant details after the system upgrade and notify existing customers by SMS.

2. Are the registration information to be provided after March 1 different from those before?
Birdie has always required customers to fill in true and valid information when registering for services.
According to OFCA website:
https://www.ofca.gov.hk/en/consumer_focus/guide/hot_topics/sim_registration/index.html
Information Required for Real-Name Registration:
• name in Chinese (if applicable) and in English
• date of birth
• number of identification document (for an applicant not holding a HKID card for registration, he/she will also need to provide statements to the effect that he/she (i) does not hold a HKID card; and (ii) has not used other identification documents for registration)
• copy of identification document
• registration of users aged below 16 requires endorsement of an adult aged 18 or above, registration of personal information of the adult and an indication of the relationship with the adult concerned

3. Will the collected personal data and call records, etc. be provided to the government or other departments?
Birdie has strict business rules and will never pass your personal data to a third party under illegal circumstances.

4: Why is it necessary for me to do the Real Name Registration?
Because of the Telecommunications (Registration of SIM Cards) Regulation (the Regulation) has come into force on 1 September 2021. The Regulation specifies that starting from 1 March 2022, SIM card users are required to register their cards with their telecommunications operators.

5: Can I register by other identification documents?
According to the Regulations, Hong Kong residents must use HKID cards for real-name registration.
If you do not have a HKID card, you can use other valid identification documents (such as valid travel documents or passports*) as specified in the Regulation for completing real-name registration.
*A HKSAR Passport and British National (Overseas) (BN(O)) passport cannot be recognized as a valid proof of identity for completing real-name registration.

6: How many Birdie mobile number can I register?
You can register 5 mobile numbers under each HKID card/passport.

7: If I do not register my SIM, am I not be able to use Birdie service?
Yes, according to the Regulation, Real-name Registration Programme is applicable to all SIM cards issued by telecommunications service providers in Hong Kong which are used for person-to-person communications in Hong Kong.

8: When the Regulation takes effect, do I need to register immediately？
Starting from 1 March 2022, all newly effective SIM service plans and new pre-paid SIM cards will require real-name registration before activation. If you are an existing Birdie subscriber, we will send you SMS notification(s) to remind you to register by 23 February 2023. Please follow relevant instructions stated in the SMS notification(s) to complete timely real-name registration. SIM without real-name registration can no longer be used after this date.

9: What will happen if I don’t register my SIM card before the deadline?
According to the Regulation, from 24 February 2023, the unregistered SIM card service will be terminated.

10: Do I need to pay to complete the real-name registration?
No. you are not required to pay to complete the real-name registration.

11: Should I register real name for Birdie Travel SIM?
Real Name Registration is not required for Birdie Travel SIM.

12: Can I change the ownership when register real name?
Apologies that we are currently unable to support the ownership changing service for existing mobile numbers. Please complete the real name registration with the registered owner’s ID document.

13: I just registered real name, it is done?
You will receive confirmation SMS after finishing real name registration.

14: Do I need to register real name for all mobile numbers under my name?
Only mobile numbers which received notification SMS are required to complete the real name registration.

If there’s no option for real name registration in [My Plan], it means the verification is completed.

15: I couldn’t find anywhere to register real name after login.
If there’s no option for real name registration in [My Plan], it means the verification is completed.

16: I try to register real name but the App said my HK ID numbers is not correct.
Before uploading your ID document, please ensure that you have entered the registered holder’s ID numbers. For HK ID, please input the letter in capital and the “”()”” in English format.

If it still cannot be verified, please contact hello@birdie.com.hk and provide the HK ID/passport number you entered and relevant screen shots for further follow up.

17: The App did not response after I pressed “Scan Now”.
1) Before scanning /uploading your ID document, please make sure that you:
-Provide colorful and clear image
-Choose a shooting location with sufficient light
-Do not cover any parts of your ID document
-Avoid glare effect by the light source

2) You’re advised to authorize the Birdie Mobile App to access to your phone’s camera and photos. Steps as follow.

iOS device
Settings > Privacy > Camera > Birdie Mobile > On
Settings > Privacy > Photos > Birdie Mobile > On

Android device
Long press Birdie Mobile App icon > Settings > Permissions > turn on Camera & Storage

If you’re unable to find the above settings, you may try to reinstall the Birdie Mobile App. And allow the App to “”access to all photos and camera when taking photos””.

18: I try to register real name but the App said that I have overdue bill. May I know more details for it?
It’s likely that there’s other Birdie numbers which are registered with your HK ID and has overdue bill.

You’re advised to check your commonly used email accounts whether there’re emails sent from Birdie so as to confirm the registered email. And you can log in to the account to pay the bill then you can complete the real name registration.

19: The App said that I have overdue bill. How do I pay for it?
If you remember the registered email and login password of the previous account, you can log out your current account then log in to the previous account to pay the bill.

If you forget the login password, you can click “”Forgot Password”” in the App and enter the registered email (please do not enter the mobile number) to reset the login password.

If you forget the registered email, please contact hello@birdie.com.hk and provide your HK ID/passport numbers for further checking.

20: I don’t remember any overdue bill and forgot the registered email? How can I find the account details?
Please contact hello@birdie.com.hk and provide your HK ID/passport numbers for further checking.

21: I no longer use your service and request that the relevant personal data be destroyed immediately.

According to Part 4 of Cap. 106, Section 37 of Telecommunications (Registration of SIM Cards) Regulation – Record Keeping, telecommunications providers are required to keep user records for one year after the expiration of the real-name authentication period, so your personal data cannot be destroyed immediately.

22. When will the relevant personal data be destroyed?

Please be assured that when the customer stops using the service for one year, the system will automatically delete the relevant personal data.