Contact Us
Reach us whenever you need — before you leave, on the road, or after you're back.
Live Chat
The quickest way to get help. Our team usually replies within 2 minutes, 24 hours a day, 7 days a week.
Start a chatEmail Support
Rather email? Drop us a message and we'll reply within a few hours.
hello@onetel.com.hkSupport Ticket
For order problems, eSIM replacements, or billing queries — raise a ticket and we'll sort it quickly.
Submit a ticketResponse times
Live chat
Under 2 minutes
Email
Under 4 hours
Support ticket
Under 24 hours
Common reasons to contact us
Check your spam or junk folder first. If it's not there, log into your account to find your order, or reach us via live chat with your order number and we'll resend it straight away.
Confirm Data Roaming is turned on for your eSIM line (Settings → Cellular → your eSIM plan → Data Roaming on). If the problem continues, our team can check your plan status in real time.
An eSIM qualifies for a full refund within 30 days only if its QR code has not been scanned and it has not been installed or activated. Once installed or activated, it is non-refundable even if no data was used.
eSIM profiles are locked to the device where they were first scanned. Contact our support team and we'll issue a replacement profile.
Get in touch via live chat as soon as possible — we can alter orders that haven't been fulfilled yet.
