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Message us whenever — while you're packing, mid-trip, or once you're home again.
Live Chat
The quickest route to a person. Replies usually land in under 2 minutes, 24 hours a day, 7 days a week.
Chat with supportEmail Support
Rather write it out? Email us and you'll have an answer back within a few hours.
hello@onetel.com.hkSupport Ticket
Billing question, a replacement eSIM, something wrong with an order — open a ticket and we'll sort it promptly.
Open a ticketResponse times
Live chat
Under 2 minutes
Email
Under 4 hours
Support ticket
Under 24 hours
What people usually write in about
Start with your spam/junk folder — that's where most of them end up. Still missing? Your order is saved in your account, or send us your order number on live chat and we'll resend the code immediately.
Nine times out of ten, Data Roaming is switched off on the eSIM line. Turn it on: Settings → Cellular → your eSIM plan → Data Roaming on. Still nothing? We can look up your plan status in real time.
A full refund is available within 30 days only if the QR code has not been scanned and the eSIM has not been installed or activated. Once installed or activated, it is non-refundable, even if no data was used. Submit a support request with your order number.
Once a QR code is scanned, that profile belongs to that device. Message support and we'll arrange a replacement profile for you.
Get on live chat quickly. Any order we haven't fulfilled yet can still be changed.
