1. What is the procedure to activate the HelloWay service?
Firstly, please download the App from App Store or Google Play. Then follow the instructions in the App to enter your HelloWay number and registered mobile number. A validation code will be sent to you via SMS. Then enter the validation code and you can start using the service.
2. What can I do if I do not receive the activation code?
You can press the "Call me" button if you do not receive the validation code via SMS after two minutes. The system will call you and read out your six-digit validation code. No additional charge would be incurred for this call. The voice readout will be performed in Cantonese, Putonghua and English. For security reason, please enter the validation code within 15 minutes to activate the HelloWay service.
3. What features does HelloWay support?
Receive incoming calls and make outgoing calls when using Wi-Fi or the data network.
4. Which operating systems are supported by HelloWay?
HelloWay supports iOS 4.3 and Android OS 2.3.3 or above.
5. How can I make calls using HelloWay?
Call to HK: [HK telephone number] Call to another HelloWay number: [HelloWay number] Call to destinations other than HK: [International Access Code e.g. 0080] [Country Code] [Area Code (if any)] [Telephone number]
6. When I make calls to others with HelloWay, what number will be shown at the receiving end?
Your HelloWay number will be shown at the receiving end.
7. Can I call or receive a call from someone who does not have HelloWay?
Yes. HelloWay is not required for another end. They can make call to your HelloWay number / receive your call by any fixed line or mobile phone.
8. How can I distinguish the call made/received is being connected via HelloWay?
The “HelloWay” service name will be shown in the HelloWay calling interface. You can also set another ringtone for HelloWay in order to distinguish the call from your mobile or HelloWay.
9. What kind of data network connection do I need to use HelloWay?
u can use either Wi-Fi or the data network to connect to HelloWay.
10. Can I restrict the use of data network in HelloWay?
The default setting allows you to connect to HelloWay via Wi-Fi/Mobile Data. You can press “Others” > “Data Connection” and select “Wi-Fi only” to restrict your data network usage.
11. Will I be automatically connected to HelloWay when there is a data connection?
The default setting allows you to connect to HelloWay automatically when there is a data connection. You can press “Others” > “Connection Mode” to choose your preferred connection mode.
12. How can I know if HelloWay is successfully connected and ready to use?
If you see the green button of “Connected” in the main user-interface, your HelloWay has been successfully connected. For Android devices, you will also see a HelloWay icon on the notification bar.
13. Will the call be disconnected if my handset loses data network connection?
Yes. Since the service requires a data connection to making or receiving calls, you are recommended to ensure a stable data connection during the whole conversation.
14. Can I still use HelloWay if I change my handset?
Yes. You can download the App to your new handset and re-activate the service.
15. Does the HelloWay service charge include Wi-Fi/data network connection charges?
The HelloWay service charge does not include Wi-Fi or data network connection charges.
16. Does the HelloWay service charge include IDD or other call charges?
The HelloWay service charge does not include IDD or usage-based charges. To register or if you want to know more details IDD0080 rates, please call 2180 0080.
17. How can I access my contacts in HelloWay?
Please press “Contacts” to view the contacts. HelloWay will retrieve your contacts from your handset’s original contact list automatically.
18. Can I customize my HelloWay ringtone?
Yes. Please press "Others" > "Ringtone" to customize your HelloWay ringtone.
19. Can I still use other handset applications such as the music player or camera while making or receiving calls via HelloWay?
Yes.
20. Does HelloWay support call waiting, call forwarding or call conference?
HelloWay supports call waiting to only one party and offline call forwarding to Hong Kong local phone number, but currently does not support call conference.
21. How to turn on the offline call forwarding service?
Please go to "Others" and select "Offline Call Forwarding" under “Settings”, you may enter the Hong Kong local phone number for call forwarding then press the "On" button to turn on the service.
22. How to turn off the offline call forwarding service?
Please go to "Others" and select "Offline Call Forwarding" under “Settings”, then press the "Off" button to turn off the service.
23. Can I make emergency calls via HelloWay in Hong Kong?
Yes.
24. Why sometimes the voice quality of HelloWay will be unstable?
Sometimes the data network or Wi-Fi connectivity may affect the performance of the service. Please check your handset's data network or Wi-Fi connection, and ensure the HelloWay service is turned on. If the voice quality of your HelloWay is not satisfactory due to network instability, you may try to use other Wi-Fi or data network connection with higher stability.
25. What can I do if my handset’s data network is stable, but HelloWay is not working?
Android users please try to go to “Settings” > “Applications” in your handset to force stop the HelloWay App, then restart the HelloWay App. For iOS users, please double click the home button in your handset to completely exit the HelloWay App, then restart the HelloWay App.
26. I am using iOS 7. Why the other end cannot hear what I say when I am using HelloWay?
Users using iOS 7 are required to allow HelloWay's access to phone's microphone. Please go to your phone's “Settings” > “Privacy” > “Microphone” to turn on the microphone of HelloWay.
27. Can I use the HelloWay service if the smartphone has no mobile SIM?
HelloWay service can be used even when the smartphone has no mobile SIM under Wi-Fi connection.