How to Report Loss & Reconnect Service

Customers need to pass identity verification at the following channels in order to process any service changes

Service Suspension

If you have lost your mobile phone, you should call our 24-Hour Customer Care Hotline to suspend your mobile service immediately.

Call 12580 Press 2 for English Press "1" to select Mobile Phone Service Enter CMHK mobile phone number Press 7 ,1to contact our Customer Care Specialist to report loss

SIM Card Replacement(Hong Kong)

Please visit any of our outlets or Customer Centre for SIM card replacement and service reconnection at your earliest convenience.

Application Channel Type of SIM Card SIM Card Replacement Fee Processing Time Notes
Outlets /
Customer Centre
Normal SIM $40
(original price is $100)
(Effective from 1 May 2019)
within 15 - 20
If you found your SIM Card after report lost, you still have to visit our outlets / Customer Centre for service reconnection. If customers fulfill designated criteria, the SIM Card Replacement Fee can be waived.

SIM Card Replacement(Mainland China)

If customer is in Mainland China, CMHK could arrange card replacement services through courier service and the relevant handling fee will be charged at CMHK’s prevailing rate. Delivery time depends on locations. Please call our Customer Care Hotline 12580 for details and arrangements.

Authorize another person to apply SIM card replacement

If the registered owner is not available to apply the SIM card replacement in person, he can authorize another person and the authorized person must submit the following identification documents: