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Free delivery (Msia), orders above RM100

Frequently Asked Questions

Have questions? We have answers.

General Questions

How do I browse your products?

If you are looking for physical SIM cards, select SIM CARDS and it will display the list of countries.

If you are looking for eSIMs, select ESIMS and all ESIMs will be shown.

How much data is sufficient for me?

While everyone has different spending habits, here's a typical daily usage example for a traveller overseas. Usage of around 0.5GB per day should be suffice:

Example: Typical daily data usage overseas
Usage  Average Size/Unit Usage/Day Total Usage
Website or App Browsing 1MB/page 100 pages 100MB
Text Emails 0.5MB/email 20 emails 1MB
Emails with attachments 3MB/email 10 emails 30MB
Chat (WhatsApp/WeChat) 0.002MB/message 1000 messages 2MB
Data calls (WhatsApp/WeChat) 0.2MB/min 30 mins 6MB
Share photos (WhatsApp/Wechat) 0.5MB/photo 30 15MB
Share videos (WhatsApp/WeChat) 10MB/video 3 30MB
Watch a Youtube video 10MB/min 20 mins 200MB
Get turn by turn directions using waze or google maps 10MB/hour 4 40MB
 Average overseas data usage per day* 424MB

*Only for reference as different user will consume data differently. Always remember to turn OFF your automatic backups and updates as these will consume a lot of data.

You cliamed to have more than 139 countries but I only see less than 50 countries in your dropdown list. How can I get the full list?

From our drop down country list, there are certain categories that are general such as 'Entire Africa' and 'Entire Europe'. You may check these SIMs' product pages to view the complete list of countries. Some of the SIMs supports multi-countries.

Alternatively you can use the search bar to search for the country and it will show SIMs that can be used in the country you searched for.

If you need us to check for you, feel free to WhatsApp us at +60133991010.

What payment methods do you accept?

Generally all payment methods are accepted except for American Express. We also accept manual bank transfers.

Can I cancel my order after payment has been made?

Unfortunately, orders cannot be canceled once payment has been processed for the order.

However if you have selected manual payment and have not made any payment, your order will be automatically be cancelled after 24 hours.

Returns and Refunds

Can I return the items I purchased and get a full refund?

Unfortunately return of items are not allowed once shipped to you. However return of items is possible if you received items other than what you have ordered.

I received wrong items. What should I do?

Please snap a photo of the wrongly sent items together with its packaging box and email to support@hello1010.my or WhatsApp to us at +60133991010.  Please also mention your order number in the email/WhatsApp.

If SIM cannot be used overseas, am I entitled for a refund?

If your card is experiencing issues, it's likely that the phone settings are not correctly configured. You can easily resolve this by reaching out to our technical support team on WhatsApp at +60133991010 and we will help you to troubleshoot the card. You must follow our guide and instructions in order to make the SIM work. Failure to contact us while you are overseas to resolve the problem will void your refund privilege.

A refund IS applicable if:

a. SIM FAULTY - "NO SIM" detected in the phone. Refund minus shipping fee (if any). Return SIM card to us with shipping fee borne by buyer

b. Unable to use the SIM card – No data usage detected. Refund minus shipping fee (if any). Return SIM card to us with shipping fee borne by buyer. If data usage is detected in our system, refund is not applicable.

c. Unshipped orders - If your order has not been shipped and you would like to cancel it. Refund minus 6% cancellation fee. Note that once the product is collected or shipped, it is not applicable for refund.

d. Delayed shipment - If your order did not reach you within 4 working days and have passed your travel dates. Refund minus shipping fee (if any). Return SIM card to us with shipping fee borne by buyer.

A refund is NOT applicable if:

a. Flight is cancelled or rescheduled - No refund is applicable for this UNLESS if your SIM card require pre-activation based on your arrival date. If we have not activated your card, then you are qualified for a refund. Hence it is important for you to inform us as soon as possible if your travel has been rescheduled so we can stop the activation of your SIM card. Note that if the SIM card is activated, we are unable to undo it and refund will not be applicable. 

b. SIM lock phones - Brand new phones are usually locked to Malaysia SIM cards. You must make or receive calls of at least 15 minutes to SIM unlock the phone. After which, you will be able to use overseas SIM cards. Refund is not applicable for the said case. 

c. Unable to use Hotspot or access certain Apps - If you are able to use the data, but is unable to hotspot or access certain apps, this is due to the phone settings or software limitations which is beyond our control. Also, if you have reached data limit and the speed has been tethered down, most apps will not be usable. Our cards are all hotspot enabled and accessing to apps are possible unless stated otherwise. Refund is not applicable for the said case. 

d. Phone unable to access SIM’s network - Certain SIM plans has a requirement on the phone’s model and network band in order to use the SIM. If there is such requirement, it will be stated on the product page. Refund is not applicable for the said case. 

e. Destination country Telco network down - Just like in Malaysia, sometimes Telco will face network issues resulting in disruption of services. This is beyond our control and we will keep you updated until issues are resolved. Refund is not applicable for the said case. 

f. SIM suspended by Telco due to breach of policy - In any case that your SIM is suspended or terminated by the Service Provider, it means that there has been a breach of policy occurred. We are unable to undo this as the Telco has their own security team that has the final say on barring SIM cards. SIM card usage policies will be listed in the product page if there is any. Refund is not applicable for the said case. 

g. Change of policy or plans by Telco - Telcos always change their plans and most of the time without informing us. The plans could be changed for the better or worse and in both cases, we are not responsible for it. Nevertheless, we will update any changes at the affected product page immediately after we get information of it. 

I am qualified for a refund. What are the claim steps?

1. Email to support@hello1010.my or or WhatsApp us at +60133991010 within 3 days upon arrival in Malaysia

2. Return the SIM card back to us for our investigation. We will not bear the costs of returning back the card (either through courier or hand delivery). Courier address is: Hello1010 Sdn Bhd, J-2-10, Jalan PJU 1A/20B, Dataran Ara Damansara, 47301 Ara Damansara, Selangor.

3. We will contact you within 3 working days on the result of investigation. Successful claims will receive refund in the form of HelloPoints store credits or bank transfer

Shipping & Delivery

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Can I return the items I purchased and get a full refund?

Unfortunately return of items are not allowed once shipped to you. However return of items is possible if you received items other than what you have ordered.

I received wrong items. What should I do?

Please snap a photo of the wrongly sent items together with its packaging box and email to support@hello1010.my or WhatsApp to us at +60133991010.  Please also mention your order number in the email/WhatsApp.

Using SIMs in New/Locked Phones and MiFi Devices

There is a sticker on the box of my phone stating "South East Asia SIM cards only". Can I still use your SIM overseas?

If you've bought your phone in Malaysia, specifically a Malaysia set, generally you can use our SIMs.(Please check product page if there are any restrictions on certain phone models).

However, if you have a brand new phone, please ensure that you've used it with a local Malaysia SIM to make or receive calls for at least 15 minutes before using it overseas. Doing so will unlock your phone and allow you to use overseas SIMs.

I purchased my phone overseas that comes together with a plan. Will I be able to use your SIM cards?

Certain phones are "network locked," which means they can only be used with specific plans. You need to verify whether your phone is "network locked." If it is, you won't be able to use any other SIM cards except those associated with the specific network.

Can I use your Travel Prepaid SIM cards in my MiFi device?

You can use it if it is not SIM locked to a particular network. You can test it by inserting various local telco SIM cards to see if it works. If it works then you can use our Travel Prepaid SIM Cards, unless stated otherwise on our product page.

However, we do not provide troubleshooting support in the event it cannot be used. Because usually these MiFi devices are controlled using app and we have no prior knowledge on these settings.