1. If the device I am currently using is not on the list of supported eSIM devices, how can I use eSIM services?
eSIM is a hardware configuration inside the device that is set at the factory and cannot be supported through software updates. The list of "CTM eSIM Supported Device List" published on the CTM.net includes devices that are confirmed to support CTM eSIM services. For more information about your device, it is recommended to visit the official website of the device brand.
2. What should I do if I do not receive Verification Code during the eSIM application process or do not receive an email after successful application?
If you did not receive the email notification we sent, you can follow below steps to find out the reason:
l Check if the email address you provided is correct.
l Check your spam folder or other email filtering settings to see if they are affecting your email reception.
l If the above steps do not resolve the issue, please contact the CTM No. 1 Hotline 1000. Representative will follow up based on the registration email address or contact no. you provide.
3. Can I download multiple eSIMs to the same device?
Most devices support downloading multiple eSIM. For specific details, it is recommended to refer to the relevant the official website of the device.
4. Can my eSIM be activated and used simultaneously on multiple devices?
No, each eSIM can only be installed and activated on one device.
5. Do I need to reapply for eSIM service when changing devices?
l If your new device supports eSIM functionality
No need to reapply. It is recommended that you complete a backup and transfer of your phone data before switching devices and using eSIM. Also, make sure the device is successfully connected to Wi-Fi before switching. Then, use the new device to scan the exclusive QR code provided by CTM to transfer the service. Once the transfer is complete, you can continue using your original plan.
l If your new device dose not supports eSIM functionality
You need to visit CTM shop in person to replace the physical SIM card.
Reminder:
If your device removes the eSIM or resets the device while not connected to the internet, the installed eSIM will not be retained and will become invalid. For further assistance, please visit an CTM shop and provide your registered email or contact number for follow-up processing.
6. What should I do if the device does not respond when scanning the eSIM QR code?
When scanning the QR code, please ensure that the device is successfully connected to Wi-Fi. If the device is confirmed to be online but still does not respond when scanning, it is recommended to restart the device or update the device system to the latest version before trying to reapply.
For further assistance, please contact the CTM No. 1 Hotline 1000 or visit CTM shop and provide your registered email or contact no. for follow-up.
7. What should I do if I cannot use mobile data to access the internet after successfully installing the eSIM?
Please refer to "eSIM installation education" to confirm that your device has successfully installed the eSIM.
If you have confirmed that the installation was successful, please refer to below information:
l For Prepaid customers: Ensure that you have completed Real Name Registration, enabled the mobile data feature, and have available mobile data usages or plan.
l For Postpaid customers: Ensure that you have enabled the mobile data feature and have available mobile data usage.
For further assistance, please contact the CTM No. 1 Hotline 1000 or visit CTM shop and provide your registered email or contact number for follow-up.
8. What should I do if the device shows "Unable to set up mobile network plan" after scanning the eSIM QR code?
Please first confirm whether the device supports eSIM functionality.
l If confirmed to be supported, it is recommended to update the device’s system to the latest version and then re-scan the QR code.
l If it is confirmed that the device does not support eSIM, you will receive a relevant notification. In this case, customers need to visit CTM shop to complete the procedures for replacing the physical SIM card.
9. What should I do if the device cannot make calls or access the internet after switching from physical SIM card to eSIM?
Please remove the physical SIM card from the device and confirm that the eSIM service is activated and connected to the mobile network. Then, check that the settings for calls, messages, and mobile data have been updated to use the eSIM.
10. Is there a fee for existing CTM customers to switch to eSIM? Can they keep their original no.?
l For existing CTM Mobile Services customers: The first application fee is waived and you can keep your existing number. Subsequent upgrades will be charged $50.
l For existing CTM Prepaid Card customers: You need to purchase new eSIM and can keep your existing no..
* If customer is only changing the device and not switching the type of SIM card, can simply reinstall it on the device. CTM will not charge any additional fees for this.
11. Does the CTM eSIM service support overseas roaming?
About CTM eSIM overseas roaming Service,
l For Postpaid customers: Need to purchase the roaming service plan offered by CTM in advance. Upon arriving overseas, please ensure that the device has the roaming data feature enabled and select local partner network operator to activate it automatically.
l For Prepaid customers: Need to purchase a prepaid card and roaming service plan offered by CTM in advance. Upon arriving overseas, please ensure that the device has the roaming data feature enabled and select local partner network operator to activate it automatically.
l For Smart Watch plan customers: International roaming is not supported. The eSIM service is limited to use within Macau only.
12. If you want to perform "factory reset," "remove all mobile network plans," or "reset device settings," how will the installed eSIM be handled?
If you choose to perform "factory reset", "remove all mobile network plans" or "reset device settings" the installed eSIM will not be retained. This will be considered as voluntarily giving up the use of the eSIM, and you will need to reapply to continue using it (which may incur fees). If you no longer wish to use mobile service, please contact us to cancel.
13. Does “removing all mobile plans” mean cancelling with CTM eSIM contract?
No, if you only manually perform the "remove all mobile network plans" operation on the device, it is akin to discarding the SIM card and does not cancel the existing contract plan; the contract remains in effect. If you no longer need to use the eSIM mobile service, please go to CTM shop to cancel the service.
14. If my device needs repair, how should I handle the device with the installed eSIM service?
l If you have backup device that supports eSIM:
We recommend that on the device needing repair, make sure the device is successfully connected to Wi-Fi, and unlink your original eSIM. Next, use backup device to scan the exclusive QR code provided by CTM for transferring the eSIM service and continue using your original plan. Once the device repair is complete, you can repeat the switching process.
l If you do not have a backup device that supports eSIM
We recommend that postpaid customers apply to switch their eSIM to a physical SIM card. For prepaid customers, it is advisable to first cancel the existing eSIM service and then arrange for other suitable mobile phone services.
15. If the device is lost or damaged and cannot be operated, how should I handle it?
In case of eSIM lost, being stolen or damaged, expired or invalid etc. any other reasons, you can contact No.1 Hotline 1000 to report it. Once reported, the eSIM service will be immediately deactivated.
