1

Q: What should I do if I lost my eSim?

A: If you have applied a free eSim earlier, please click here to download eSim QR code to your device.

If you have paid for an eSim, please click here to download eSim QR code to your device.

2

Q: What should I do if I want the eSim mobile number to show in iOS settings?

A: Click here to learn how to get the eSim mobile number to show in iOS settings.

1

Q: How do I activate Club Sim?

A: Activating Club Sim is simple.  Please follow the steps below.

1. Download and install the “Club Sim” app from the App Store or Google Play (or update to the latest version).
2. Login using your account number at The Club.  Not yet a member of The Club?  Click “Register / New to Club Sim?” now to register.
3. After you have logged in, click the “” button in the top right-hand corner of the Club Sim app’s homepage.  Select “Scan to add SIM” and scan the QR code on the Club Sim jacket to confirm for the Club Sim activation.  

The service pack(s) under your Club Sim will become effective within around four hours of the Club Sim activation, upon which the details of your service packs(s) will be shown on the profile of the Club Sim app.

2

Q: How do I purchase a Club Sim?

A: You can buy a Club Sim service pack via the following channels.
1: Club Sim official website (www.clubsim.com.hk/clsecomm/) 
2: csl or 1O1O retail outlets (HK$58/ 2GB monthly plan is available only)
3: Club Like
4. The Club
5. Our partnered channels (e.g. Wellcome, Trip.com) 

3

Q: Can I use my Club Sim telephone number to port into mobile service provided by csl / 1O1O or other mobile service providers?

A: Yes, you can port into any mobile service provider. 

4

Q: Can I transfer my mobile number from any operator, including csl and 1010, to Club Sim service?

A: Sure! You can submit port-in application on Club Sim app now. Watch tutorial video now!

Currently there are two types of port-in application available on Club Sim app:
1. Brand new SIM:  We will deliver a brand new physical SIM card to you within around 10 working days. 
2. Replace an existing Club Sim number: Applicable to existing users of Club Sim who have a physical SIM/ eSIM/ Super SIM on hand. Applicant can replace an existing Club Sim number with the mobile number to be carried over. We will NOT deliver any physical SIM card, customers simply continue using the original SIM card.

5

Q: Is the Club Sim login and password the same as the ones I use for The Club?

A: Yes.  Please click here if you have forgotten your login ID or password.  

After you have submitted your valid identity document number, an SMS will be sent to your mobile number and email address registered at The Club.  You may copy the login ID and password, then paste them into the blanks on the login page.  You will be required to change to a personalised password when logging into The Club, the Club Sim App or website thereafter.

6

Q: What are the system requirements when installing and activating Club Sim on a mobile device?

A: You will need an iOS or Android mobile phone.  You can activate the Sim card via the App after installation.  Then you can use Club Sim on other devices (such as BlackBerry or Windows phones) by inserting the Sim card into the relevant mobile phone.

1

Q: How do I purchase a Club Sim service pack?

A: You can purchase Club Sim service pack on Club Sim app anytime, anywhere. 

Step1: Choose the service pack you want on the homepage of Club Sim app
Step 2: Pay by using Tap & Go, a credit card or Clubpoints.

Plug and play is easy.  No contract period.  Customize a plan according to your needs.

2

Q: How do I use the Always-Be-Connected Data Pass?

A: You can customise the Always-Be-Connected 24-hour Pass according to your needs.  Purchase one before your trip, then use it on arrival.  Or you can purchase one when you arrive at your destination.  “24-hour” means 24 hours after you first use data roaming at one of the designated destinations.  Don’t forget to insert the Club Sim into your mobile phone and turn on the mobile data and data roaming functions on your mobile phone.

If you cannot connect to a network, please follow the steps below:

1.     Go to “Settings” > Set APN to mobile

2.     Confirm mobile data and data roaming functions are activated

3.     Power-off the mobile phone

4.     Take the SIM card and battery from the mobile phone

5.     Insert the SIM card and battery back into the mobile phone

6.     Power-on the mobile phone

7.     Turn off the Wi-Fi.

8.     Perform a manual network search and select one (will take around 5 minutes) 

3

Q: What services are included in the Voice Call Pack?

A: Unlimited local voice calls, plus call forwarding, call hold, conference calling, caller ID and call waiting.

4

Q: Can I choose the activation date of each service pack?

A: The first service pack activation date is calculated from the date of your Club Sim activation.  Ongoing service pack activation dates are calculated from the date of payment of the relevant service pack. You can check the validity period and details of each service pack via the Club Sim App > Profile.  You can make further purchases anytime when your free service pack is used up.  Each service pack is entirely customisable and contract-free.

5

Q: How do I check my transaction history?

A: Via the Club Sim App > More >Transaction History.

6

Q: How do I redeem the Promotion Offer Code on Club Sim App?

A: Promotion code: XXXXXXX (this promotion code is for reference purposes only)

Steps:

1. Open and login the Club Sim app
2. Click “” icon in the top right-hand corner
3. Click “Get promotion offer”
4. Enter promotion code
5. Click “OK”
6. A “success” message will pop up
7. Click “My Profile” for details

1

Q: How do I change the Club SIM mobile number?

A: You cannot.

2

Q: How many Club Sim cards can I pair-up?

A: A maximum of 10.

3

Q: Can I keep using the Club Sim mobile number after I apply for the Club Sim service?

A: A customer will be allocated a telephone number for mobile service by Club Sim during the Club Sim validity period.  You can continue to use this number and keep enjoying our revolutionary Club Sim services as long as subscription to any service pack is made within 365 days following the expiry of the validity period.

4

Q: Is there a charge for changing Club Sim or replacing my lost Club Sim?

A: The fee is normally HK$40, but will be temporarily waived unless we advise otherwise. 

5

Q: Does Club Sim support VOLTE and VOWIFI?

A: Yes.

6

Q: How does Club Sim support VOLTE?

A: Customer is required to buy Voice Call Pack in order to use VOLTE via Club Sim.