Individual users:
English and Chinese name (if applicable), identity document number (Hong Kong identity card number or travel document), date of birth and copy of identity document; If you are under the age of 16, you must submit a separate adult's registration information.

Company/Enterprise:
English and Chinese name of the company (if applicable), English and Chinese name of the company's branch (if applicable), number and copy of business/branch registration certificate and personal particulars of a responsible person aged 18 or above.

Most haha SIM services, including checking account balance, remaining usage, roaming data plans, purchase and top-up records, retrieving your phone number, cancelling real-name registration, and purchasing data plans, can all be managed through the haha Travel App. Please download and log in to the haha Travel App and follow the instructions for your required services. If you have further questions, please contact our Smart Customer Services Assistant.

1) Please ensure you have connected to WiFi
2) Or you have purchased local data plan

if you have a data connection but still cannot be logged in, please try to log out then log in again.

The ICCID required during first log in is the 18 digits above the barcode at the bottom of the SIM card.

Activation SMS and mobile number will be received after insert haha SIM into handset (Please activate it on non-WiFi situation).

You need to complete Real Name Registration and purchase local package, then you can use local service.

Real-name registration system for telephone smart cards and demonstration: https://web.three.com.hk/prepaid/realnameregistration/index.html

Customer can change “Active”/ “Inactive” status when purchases data package (Preset - “Active”), if no change, day pass will be activated when you arrived destination and non-day pass will be activated immediately. In order to prevent both day pass and non-day pass active on the same time, customer can select “Inactive” on day pass first, then update the status on “Account” when non-day pass is almost finished.

If your haha SIM card has no signal or cannot access the internet after being inserted into your mobile device, please follow these steps:

Step 1:
Please ensure the haha SIM is activated. You should receive an activation SMS and mobile number after inserting the haha SIM into your handset. Please activate it with WiFi turned off. (For local use, you need to complete real-name registration first.)

Step 2:
If your mobile device supports dual SIM, please insert the haha SIM into SIM Slot 1, set network selection to automatic, and reboot your device.

Step 3:
Please ensure you have purchased the travel data package for your destination.

Step 4:
Please ensure "Mobile Data" and "Data Roaming" functions are turned on.

*Please check if VoLTE is turned on (If there is no explicit VoLTE switch in your phone settings, the feature may have been enabled automatically.)

Step 5:
The travel data package setup should be completed within 3 minutes automatically. Once completed, haha SIM will search for the designated network automatically, and your mobile device should display the signal and the carrier name. If the SIM does not connect automatically, please check if the APN is set correctly. The APN should be set to “mobile.lte.three.com.hk”.

For iOS: Settings → Mobile Data → Mobile Data Network → APN
For Android: Settings → Mobile Network → APN
In some mobile devices or destinations, you may need to manually select the carrier and set the APN.

Step 6:
Try to turn flight mode ON and OFF once, or restart your mobile device. This allows the haha SIM to search for the network again.

Step 7:
Please ensure all the above procedures are performed with WiFi turned off.

Step 8:
If the issue still cannot be resolved, please connect to WiFi locally and log in to iChat within the haha Travel App to contact 3 iChat ambassadors for further assistance.

The haha SIM must be activated within the validity period indicated on the product packaging. After activation, the SIM is valid for 365 days, starting from the activation date. Topping up $10 or more will automatically extend the validity period of the SIM by 365 days. (Purchasing a data plan does not extend the validity period.)  You can log in to haha Travel APP to check the validity period. Expired haha SIM card will become invalid.

If your haha SIM card has expired, we may be able to assist you within two weeks after the expiry date. You will need to fill out a declaration form and contact our Smart Customer Services Assistant to apply for SIM card reactivation. However, if your SIM card has been expired for more than two weeks, we will not be able to process the reactivation request.

Unless specific stated, when data usage reached fair usage limited (varying from place to place), you can still enjoy the data services, and the data access speed will be restricted at 128kbps (varying from place to place). Travel data package supports data tethering function on mobile devices, it does not support peer-to-peer applications (P2P), FTP file sharing and webcam applications.

Data calculation is based on the 24 data pass (local/travel) will be valid for 24 hours after package subscription.

Day pass:
You can use the purchased data package within 90 days, activation day selection is not necessary, when you arrived destination and turn on “Roaming data”, one day pass will be deducted after connecting the network.

Hong Kong/Roaming package (e.g., 5 days/6 days/7 days/10 days/30 days):
The package will be activated immediately

Warm Reminder:
Day pass data is priority to use, if customer needs to buy day pass and non-day pass package at the same time (same destination), please set “Inactive” on day pass first, then change “Active” from “Account” when non-day pass is almost finished. Day deduction is started even though the data status is changed to “Inactive”, only data is stopped.

If customer needs to purchase day pass and non-day pass (same destination) at the same time, e.g. purchase 8 days Japan package (1 day pass + 7 days package), please select “Inactive” on day pass first, then change “Active” from “Account” when non-day pass is almost finished.

If you encounter this issue, please check the following possible situations:

1. You are not logged into your account (we recommend linking your MoneyBack account).
2. The haha Travel App has not been updated to the latest version.
3. The top-up must be performed within the haha Travel App, not through other websites or apps.
4. If you have purchased a monthly data plan, the amount will be deducted from your balance each month.

If none of the above applies, please contact our Smart Customer Services Assistant for further assistance.

Please contact our Smart Customer Services Assistant in order to understand the situation, and provide the following information.

1. haha SIM phone number
2. ICCID
3. Contact mobile number
4. Contact email address
5. System screenshots of payment records, purchases and value-added in haha TRAVEL App
6. Describe details

haha SIM supports local voice call service in Hong Kong/roaming voice call service, charges will be directly deducted from your balance, please refer to haha TRAVEL App “Local and Roaming Call Charges” or Fortress website: https://www.fortress.com.hk/en/promotion/hahasim about the details.

Warm Reminder: To save roaming spending, you are recommended to use third-party app (such as WhatsApp) to make roaming voice call via mobile data while traveling.

Due to local and roaming voice calls, local/international or roaming text messages will be directly deducted from your balance subject to charges. If there is insufficient balance in the account, the related services cannot be used. You can use the haha TRAVEL App to log into my account to check your account balance and perform value-added services.

Customer is required to report the loss to the police first. The lost report form must show the customer's name and ID number, as well as the haha SIM phone number & provide an image or screenshot of the police report number to our Smart Customer Services Assistant