Q1. What is AIRSIM?

AIRSIM is a reusable roaming data SIM card. It provides you 4G / 3G mobile data service at any time while traveling overseas

Q2. What is the difference between AIRSIM and other roaming SIM cards?

AIRSIM is a special SIM card that combines Soft SIM and Over-the-AIR (OTA) technologies. When you are using AIRSIM abroad, our system will assign a suitable SIM card to your AIRSIM according to your location. The process takes about 3 minutes only, and you can have access to the internet upon arrival. You do not need to pay the expensive roaming charge, or spend time on buying local SIM cards.

AIRSIM is reusable, if you have purchased the suitable data package for your destination before the journey, you can enjoy the data and voice services immediately upon arrival in more than 130 regions Worldwide, simply with one AIRSIM.

Q3. How can I purchase AIRSIM?

You can purchase an AIRSIM Prepaid Card in our website and we will mail out in 2 working days

Q4. What are the delivery methods and schedule if I purchase AIRSIM online?

We will send the card out to Hongkong Post or S.F. Express to you in 2 working days. In general, the delivery takes about 5 working days by Hongkong Post, and about 1-2 working days by S.F. Express.

Delivery to Hong Kong local address by Post is free of charge. Customers shall bare the full responsibility of losing items by using Hongkong Post ordinary mail service. Please also note that ordinary mails are non-traceable. If you need the delivery by S.F. Express, please make the choice when placing the order, Courier Fee shall be paid by customer when delivery, approximately HK$30. (Details: http://www.sf-express.com/hk/en/ )

Alternatively, you can choose to pick-up at our AIRSIM Service Center at Causeway Bay or our office at Sha Tin. Upon check-out, you can pick-up your AIRSIM at your selected pick-up point instantly, by quoting your order no. & registered mobile no.

Q5. How can I purchase data package and reuse my AIRSIM?

You can purchase the data package in our Mobile App AIRSIM ROAM for your every trip.

Simply select the destination, duration and effective date in AIRSIM App prior to your every trip, checkout in App directly. You can easily make your payment by credit card (Visa/Master), PayPal, Apple Pay or Google Pay. Your AIRSIM balance, if any, shall be deducted first by the system.

Upon arrival, insert your AIRSIM into the mobile phone and switch on “Data Roaming” function, AIRSIM will be transformed into a local SIM within 3 minutes.

The expiry date of AIRSIM will be extended 1 year automatically from the date of any purchase of data package.

Q6. How can I check the validity of my AIRSIM? And how can I know if my AIRSIM is working?

You can check the expiry date of AIRSIM in the Mobile App AIRSIM ROAM. You can plug in your AIRSIM into the mobile phone and check if it can log into the network before departure, this can ensure the SIM card is in working condition. However please remove the AIRSIM from the mobile phone when it is not in use.

Q7. Can I use AIRSIM in multiple destinations in the same day?

AIRSIM can be used in multiple destinations if you have valid data packages for the corresponding destinations.

Q8. Do I need to change the APN when using AIRSIM?

APN will be set automatically in most regions. Manual APN setup may be required in some destinations, please refer to our APN & Carrier List.

Q9. Is it secure to pay by credit cards?

We use PayPal online payments system which is highly secured. It is fast, secure and hassle-free payment method which is accepted Worldwide. Your credit card information will not be stored in our system.

If you purchase data package from our AIRSIM App directly, you can easily make your payment by credit card (Visa/Master), PayPal, Apple Pay or Google Pay. Your AIRSIM balance, if any, shall be deducted first by the system.If you purchase from our website, you can also choose to checkout by Alipay or PayMe.

Q10. How can I change my data package if I changed my journey schedule?

All purchased data packages can be used from 14 days before the selected effective date and within 30 days from the selected effective date. For further assistance, please contact our 24/7 customer service support.

Q11. How to calculate the usage time of my data package?

Except for 24 Hours Data Package, the daily data usage time is from Hong Kong time (GMT+8) 00:00:00 to 23:59:59. There is no pro-rata calculation regardless of the activation time of data service. 24 Hours Data Package is a continuous 24-hour session starting from service activation.

Q12. If I cannot find the corresponding data package that fits my travel period, what should I do?

We suggest you to select a data package with longer period. So your user experience will not be affected by the time difference of different countries.

Q13. Which format and size does AIRSIM provide?

AIRSIM is a 3-in-1 SIM card that supports Nano, Micro and Normal formats. It is compatible with most mobile phones.

Q14. Is there any roaming charge if I switch on roaming function on my phone?

AIRSIM is a roaming data SIM card. You need to switch on Data Roaming in order to use the service. There is no roaming charge involved. After using AIRSIM or switch to other SIM card, please remember to turn off data roaming function, in order to avoid unnecessary roaming charges.

Q15. Where can I use AIRSIM?

AIRSIM covers over 130 regions Worldwide. We strive to include more destinations and expand our coverage from time to time.

Q16. Does AIRSIM support voice call and SMS?

AIRSIM supports data service only. It does not support SMS. However, you can download and use our Mobile App AIRTALK ROAM to receive calls and make calls to Local & Home Numbers, incl. landline. Please visit here for details of AIRTALK.

Q17. Does AIRSIM support data sharing (Tethering)?

AIRSIM works on unlocked mobile phones or tablets only, but not compatible with pocket WiFi device (MiFi). You can use data sharing (Tethering) on your mobile phone or tablet if applicable.

Q18. Is there any data usage limit?

AIRSIM provides unlimited data usage in most of the destinations. Fair Use Policy (FUP) applies in many oversea mobile operators. We recommend using free WiFi for activities that require high data usage.

Q19. How much data do I need?

The data volume you require depends on the activities, here are some examples.

Low usage
Email with text only, 40 emails consume about 1MB data.
Online Map or GPS navigation consumes about 1MB per minute.

Medium usage
Web browsing consumes 1MB per minute (mainly text) to 4MB or above per minute (with media).
Social Media such as Facebook consumes 20MB – 120MB per hour (depends on the quantity of media).

High usage
Audio and video streaming needs 2MB per minute (normal quality) to 5MB per minutes (high quality). We recommend using WiFi for these activities.

Q20. How can I monitor my data usage?

You can check and monitor your data usage in the setting of your mobile phone, or by third-party Apps.

Q21. What can I do if the current data package is consumed?

AIRSIM is reusable. You can purchase a new data package in our Mobile App AIRSIM ROAM and it can be activated instantly.

Q22. What can I do if I have any technical problem when using AIRSIM?

If you have any problem while using AIRSIM, please refer to How to use AIRSIM and AIRSIM User Tips.

Q23. What can I do if I need further assistance?

Please contact our 24/7 Customer Service Support for further assistance.
CS Hotline: +852 8300 1001 (Daily 0900-2300)
Facebook Messenger : www.facebook.com/airsimonline
LINE ID : @AIRSIM
WhatsApp : +852 6990 6000
WeChat ID : AIRSIMROAM
Email : cs@airsim.com.hk

AIRTALK FAQ

Q1. What is AIRTALK?

AIRTALK is a Mobile Application that allows you to receive calls from Hong Kong, make calls to Local and Home numbers, incl. landline, when you are overseas. Please download our Mobile App AIRTALK ROAM before departure and accept all the APP permissions. Verification of your mobile number is required during the registration. Please make sure that mobile number can receive SMS message.

Q2. Do I need to have AIRSIM before I can use AIRTALK?

You need to have an AIRSIM account to register in our Mobile App AIRTALK ROAM and use AIRTALK. If you do not have AIRSIM yet, please purchase one in our Website.

Q3. Do I need registration in AIRTALK? If yes, how?

Verification of your mobile number is required during the registration. Please make sure that the mobile number can receive SMS message. We recommend you download and register our Mobile App AIRTALK ROAM prior to departure.

Q4. How can I purchase AIRTALK package?

You can purchase AIRTALK package in Mobile App AIRSIM ROAM.

Q5. What are the charges of AIRTALK?

You can select 30, 60 and 120 minutes AIRTALK package if you purchase with AIRSIM data package. If you purchase AIRTALK package independently, you can select 60 and 120 minutes package. The destinations are divided into Zone A, B and C which have different rates. Receiving and making calls are calculated in per-minute basis and deducted from your package. Call duration is rounded up to full charge units for computation purposes.

Q6. Which destinations are included in Zone A, B and C?

The destinations covered by AIRSIM are divided into Zone A, B and C. AIRTALK Zone A includes the United States, Canada and some common Asia countries. Zone B includes Europe, the United States, Canada, Oceania and most of Asia countries. Zone C includes ALL AIRSIM supporting regions. Please find the details in our Mobile App AIRSIM ROAM.

Q7. What is the validity of AIRTALK package?

If you purchase AIRTALK with AIRSIM data package together, the validity is the same as AIRSIM data package. If you purchase AIRTALK package independently, the validity period is 30 days starting from activation date.

Q8. How can I receive Hong Kong call? What should I pay attention to?

If you want to receive calls from Hong Kong, please divert your verified Hong Kong mobile number to our system 305 99 888 before leaving Hong Kong.

Before leaving Hong Kong, use your verified Hong Kong mobile number, press: ＊＊21＊30599888# CALL

Our system will automatically divert all your incoming calls to AIRTALK and you can receive calls when you are overseas. Please make sure the incoming call is from AIRTALK before answering.

Q9. What are the limitations of AIRTALK call divert?

For receiving calls, only ONE verified Hong Kong mobile numbers can be diverted. Multiple call divert is not supported.

Q10. How can I cancel AIRTALK call diverts when I return to Hong Kong?

When you return to Hong Kong, please remember to cancel the call divert.

Return to Hong Kong, use your verified Hong Kong mobile number, press: ##21# CALL

Q11. How can I make phone calls?

You need to use Mobile App AIRTALK ROAM to make phone calls. Please dial the country code and area code on the “Dialer” page to make the calls. For example:

Calling Japan, Tokyo Number: Press +81 3 1234567 Call

Calling Taiwan Mobile Number: Press +886 91234567 Call

Calling Hong Kong Number: Press +852 21234567 Call

Q12. I have diverted my mobile number to AIRTALK, but cannot receive incoming call, why?

Please check if the registered mobile number is the same as the one being diverted. Also please check the setup of your mobile phone, see if you have accepted all the permissions for AIRTALK, including Mobile Data, Notification and Microphone.

Q13. I cannot hear any voice while using AIRTALK, why?

Please check the setup of your mobile phone, see if you have accepted all the permissions for AIRTALK, including Mobile Data, Notification and Microphone.

Q14. Can I still use AIRTALK if I change another mobile phone?

Please keep the AIRSIM card holder or take photo for the ICCID, A/C number and activation code on the back side of the card. You are required to register again when you change another mobile phone.