FAQ about “Real Name Registration”

1: I have submitted my personal information to Birdie when I subscribe the service, why I need to re-submit again?
Before the launch of real-name-registration regulations, service provider will not store customer’s personal information, as to protect customer’s privacy. So, customer need to submit the most updated personal information to service provider.

2: Why I can’t use any Birdie mobile services? Why I got suspended?
If you haven’t completed the real-name-registration on or before 23/02/2023, your Birdie mobile services will be suspended.

3: How can I resume my Birdie mobile services?
Please login to Birdie Mobile App and follow the instructions to upload your personal information. Double check the information showed on screen and press “Submit”. Once your information your identity is successfully verified, your mobile service will be resumed after 30 minutes. Please reboot your mobile device to reconnect our service~

4: I already submitted real-name registration, but my Birdie mobile services not yet resume?
According to the government regulations, if you fill in your personal information manually, we need to verify your identity document manually as well. This process will take 1 to 3 working days.

5: I already submitted real-name-registration via Post Offices. When will my Birdie mobile services resume?
When we received related document, we need to verify your identity document manually as well. This process will take at least 3 working days.
Once your information your identity is successfully verified You will receive confirmation SMS after finishing real name registration. Please reboot your mobile device to reconnect our service~

6. 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.

7. 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

8. 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.

9: 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.

10: 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.

11: 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.

12: 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.

13: 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 British National (Overseas) (BN(O)) passport will not be recognized as a valid proof of identity for completing real-name registration.

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

15: 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.

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

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

18: 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.

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

20: 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.

21: 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.

22: The App did not response after I pressed “Upload/ Scan”.
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
-Provide a JPG or PNG image file which is less than 5MB
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 uploading / taking photos””.
Reference from news.gov.hk:
https://www.news.gov.hk/eng/2021/08/20210831/20210831_110317_898.html