Frequently Asked Questions | Cellcard

Get advice, answer and informaiton

Where can I purchase the Regional Roaming Internet Pack?

You can purchase our plans using the USSD short code by dialing *1785*X*XX#
Or you can go to the Cellcard App to subscribe to the plans.

What is the validity of subscribing to multiple plans?

The accumulated validity is based on the latest plan you have last subscribed to, so always upgrade, not downgrade the additional plan(s).

When will the plan be charged if I successfully purchased it?

Based on the plans, the internet bundle you have already subscribed to will be consumed once your phone is connected to partners’ networks.

Please read the plan’s validity to avoid charging from your main balance after the expiration.

Where can I purchase the Thailand Roaming Internet Pack?

You can purchase our plans using the USSD short code by dialing *1785*66*XX# (Any Plan)
Or you can go to the Cellcard App to subscribe to the plans.

What is the validity of subscribing to multiple plans?

The accumulated validity is based on the latest plan you have last subscribed to, so always upgrade, not downgrade the additional plan(s).

When will the plan be charged if I successfully purchased it?

Based on the plans, the internet bundle you have already subscribed to will be consumed once your phone is connected to partners’ networks. Please read the plan’s validity to avoid charging from your main balance after the expiration.

What is Serey+ Rewards Program?

A 3-month radio quiz program to reward our Serey/Serey+ subscribers.

How long is the Serey+ Reward program?

The Serey+ Rewards Program will be for 3 months, from Aug 1 – Oct 31, 2023.

How can I join this program?

To join the Serey+ Rewards Program, you simply have to be a Serey/Serey+ subscriber. Every week, we will select participants to the weekly LIVE radio quiz to answer 3 questions and win the $2,500 weekly cash prize.

I am a current a Serey user, do I need to subscribe to another serey plan to join?

If you are on a weekly plan, you need to subscribe or renew your Serey/Serey+ weekly plan on the weeks you want to join the radio quiz program. One subscription of weekly Serey/Serey+ plan =1 ticket (only for the week of subscription)

If you are on a monthly plan, you need to subscribe or renew your Serey/Serey+ monthly plan once to be eligible for four weeks of the radio quiz program. One subscription of monthly Serey/Serey+ plan = 4 tickets (one ticket/ week).

Where can I go to watch the live draw for the radio quiz participants?

The participants for each week’s radio quiz will be drawn LIVE on Cellcard Facebook and Vayo FM Facebook pages every Wednesday, 5PM-6PM.

During the radio show can I call to answer the questions?

No. The participants to the radio quiz will be selected randomly by raffle draw during the show. Vayo FM DJs will then call the participants to ask them three quiz questions.

If I answer incorrectly, Can I answer again?

No. Each participant is only given one chance to answer each question.

What if the DJ calls me but I missed the call, can I call back?

No. To ensure you don’t miss the DJ’s call, all Serey/Serey+ subscriber should tune in to Vayo FM or the FB LIVE on Vayo FM Facebook or Cellcard Facebook pages every Wednesday, 5PM-6PM.

The radio show will be in FB LIVE can I participate and answer the questions through fb comments?

No. The participants to the radio quiz will be selected randomly by raffle draw during the show. Vayo FM DJs will then call the participants to ask them three quiz questions.

How do I know if I am selected to join the radio show?

Tune in to Vayo FM or watch the FB LIVE on Cellcard Facebook or Vayo FM Facebook pages every Wednesday 5PM- 6PM.

How many times can I win?

You can only win one time during the reward program duration.

How do I claim my prize?

Winners will be notified by SMS and a call from 812 with instructions on how to claim your prize.

Is there a deadline to claim the prize?

Winners can claim their prize within 30 days after verification by Cellcard. After 30 days the prize will be forfeited.

What do I have to bring when claiming the prize?

Please bring your national ID card and the SIM registered to your ID. To claim the prize, you will have to also present the SMS notification from Cellcard that confirms you are the winner.

Where can I claim the prize?

Prizes will be claimed at the Cellcard Head Office.

Can I ask someone to collect prize for me?

No.

What if I won but the Cellcard SIM is not registered to me?

In this case, you will have to visit the Cellcard Head Office and update your SIM profile to be eligible to claim your prize.

When can I get the Prize?

The cash prize will be verified 30 days after announcement of the winner. Winners will then receive an SMS notification and a call from 812 when the prize is ready to be picked up and instructions.

What are the benefits of Serey+?

  • Serey+ $1.5 includes: 15GB data, 100 On-Net mins, 100 On-Net SMS, valid for 7 days. To subscribe: *1615*150# or via Cellcard App
  • Serey+ $4 Plan includes: 25GB data, 2,500 On-Net mins Calls, 2,500 On-Net SMS, valid for 28 days. To subscribe: *1615*400# or via Cellcard App
  • Serey+ $6 includes: 60GB data, 150 On-Net mins Calls, 150 On-Net SMS, valid for 30 days. To subscribe: *1615*600# or via Cellcard App
  • Serey+ $10 includes: 100GB data, 10mins Off-Net Calls, 200 On-Net mins, 200 On-Net SMS, valid for 30 days. To subscribe: *1615*1000# or via Cellcard App

All Serey+ allow you to Rollover unused bundle for one year!

How to subscribe to Serey+?

To Subscribe Serey+ $1.5: Dial *1615*150#

To Subscribe Serey+ $4: Dial *1615*400#

To Subscribe Serey+ $6: Dial *1615*600#

To Subscribe Serey+ $10: Dial *1615*1000#

You can also subscribe through the Cellcard App. To download the App: https://bit.ly/ccappdl

How to verify if Serey+ subscription was successful?

You will receive a confirmation SMS of your subscription from “Cellcard”.
In the Cellcard App your Serey+ subscription will be shown next to your main balance. You can also select ‘My Plans’ to see all your active subcriptions and remaining bundles. To download the App: https://bit.ly/ccappdl

How to check my main balance?

Dial *1201# and press call.
In the Cellcard App your main balance is shown in the home page. To download the App: https://bit.ly/ccappdl

How to check my remaining bundles ?

In the Cellcard App, select “My Plans” to see all your active subcriptions and remaining bundles. Try It now on Cellcard app

or Dial *1201# and press call.

How to download cellcard app?

The App is available to download for free on​ App stores, Play Store or Huawei App Gallery.
To download the App: https://bit.ly/ccappdl

How to e-top up?

It’s easy! PLUS, you get 5% cashback everytime you Top Up.
Go to Cellcard App, click “Top Up”, choose “For my number” or “For others”, choose your payment method, enter Top Up amount, press the blue button “Top Up”.​ Click here to Top Up Now

How to make my internet faster?

Here’s some

  • Ensure that you are in the service
  • Clear your caches and/or close unused
  • Enable the LTE
  • Restart your phone or turning on/off airplane mode to refresh your session

If you are still facing issues, you can speak with one of our agents by clicking the chat icon on this website or on the Cellcard App.

How to subscribe to Serey+?

To Subscribe Serey+ $1.5: Dial *1615*150#

To Subscribe Serey+ $4: Dial *1615*400#

To Subscribe Serey+ $6: Dial *1615*600#

To Subscribe Serey+ $10: Dial *1615*1000#

You can also subscribe through the Cellcard App. To download the App: https://bit.ly/ccappdl

What are the benefits of the Cellcard Serey+ plans?

Serey plans offer big data allowance that do not limit you to specific websites. This gives you freedom to use your data however you wish.

Serey plans also offers On-Net mins, On-Net SMS and roll-over of unused benefits so whatever you didn’t finish adds up to your new plan and nothing goes to waste.

Who are the Cellcard Serey+ plans for?

Cellcard Serey plans are for everyone, especially those who enjoy being online.

How is Cellcard Serey+ better than all other plans?

Cellcard Serey provides better value than most older plans of Cellcard. Compared to available $1 plans it offers double data for a small addition of 25c-50c. All Cellcard Serey plans also feature roll over. This means nothing goes to waste. If you renew your plan before expiry all unused balances roll over to your next plan.

What happens when I finish my data before the plan expires?

គម្រោងសែលកាតសេរីរបស់អ្នកនឹងបន្តដោយស្វ័យប្រវត្តិ ប្រសិនបើអ្នកមានលុយគ្រប់គ្រាន់នៅក្នុងគណនីគោល។ ប្រសិនបើលោកអ្នកមិនមានលុយក្នុងគណនីគោលគ្រប់គ្រាន់ទេ នោះអ្នកមិនអាចប្រើប្រាស់អ៊ីនធើណិតបានទេ ហើយអ្នកត្រូវបញ្ចូលលុយដើម្បីបន្តគម្រោងឡើងវិញ។

ដោនឡូត Cellcard App ហើយបញ្ចូលលុយ៖ https://bit.ly/ccapptptp

Why does Cellcard Serey+ not charge data to my main balance?

This allows our customers to control their expenses better and avoid fast charging. Data is the biggest consumption of main balance. To ensure your main balance is safe, Cellcard Serey will stop your internet use when you finish your data.

What happens when I finish my calls and SMS before my plan expires ?

When this happens, your excess calls and SMS will be charged to your main balance.

How many plans are there under Cellcard Serey+?

There are 4 price plans under Cellcard Serey $1.5/7 Days, $4/28 Days/$6/30 Days and $10/30 Days

Does the plans have rollover?

Yes the plan has rollover. Rollover of unused bundle applies when you renew your plan before it expires.

How do I subscribe to Cellcard Serey+?

You can subscribe to Cellcard Serey by USSD *1615# and choose your Cellcard Serey

You can also download the Cellcard App to subscribe with more convenience.

Can I subscribe to more than one Cellcard Serey+ plan?

Yes, multiple subscription is allowed and the bundles are accumulated. Example you can subscribe to Cellcard Serey $1.5 & Cellcard Serey $4 at the same time while the two benefits will be accumulated.

How do I unsubscribe to Cellcard Serey?

You can unsubscribe from Cellcard Serey by subscribing to another plan or through the TRC short code *1200# . When dialing unsubscribe short code by TRC, all recommendations by TRC shall be followed and subscriber will be migrated to Regular+.

How do I send Cellcard Serey+ plan as a gift to a friend?

You can only send a Cellcard Serey+ plans as a gift to a Cellcard Serey subscriber.

To send a gift, follow the following:

  • *1615*phone number*150# for Serey+ $1.5
  • *1615*phone number*400# for Serey+ $4 (New)
  • *1615*phone number*600# for Serey+ $6
  • *1615*phone number*1000# for Serey+ $10

If I use Social Pack size S, can I use the apps from Social Pack size M and L?

Each Social Pack is assigned with different and limited apps. Users can only use their assigned apps
from their bundle.

If I subscribe to different Social Pack Plans, which Social Pack Plan will be renewed automatically?

Validity will follow the longest one.

Can I upsize from a small size pack to a bigger size pack?

Yes, The smaller pack will roll-over unused bundle to the new plan and bundle will be accumulated to
one singlebucket.

If I am active on Social Pack but i have no plan bundle and zero main balance, can i still use Social Pack?

Data for the apps that have subscribed is covered inside the app. However, some functions/features
that come from external sources are not covered. In case of the user has no balance or other data bundle,
user cannot use functions/features that come from external sources

Can i stil use the apps even when i already unsubscribed?

In case user unsubscribes, the auto-renewal will be stopped, and the remaining bundle will be kept till

expires

What happens when i unsubscribe and then resubscribe?

If the user re-subscribes to the same bundle or different bundle, the old bundle is wiped out.

Can i use those apps with my browser?

No. the bundle is covered for apps only.

What are the benefits of Time To Rise?

Time To Rise $1 Plan includes: 5GB data, 500 On-Net mins, 500 On Net SMS, valid for 7 days.
Time To Rise $6 Plan includes: 40GB data, 4,000 On-Net mins, 4,000 On-Net SMS, valid for 30 days with Rollover of unused bundle for one year!

How to get bundle rollover for Time To Rise $6 Plan?

You can roll over all unused bundles to your next Time To Rise $6 plan provided that you renew your plan before your existing bundle expires.

What is Time To Rise?

A plan developed in collaboration with Baramey Music and Vannda.

Choose your Time To Rise

Time To Rise $1 ចុច *1788*1#
Time To Rise $1 ចុច *1788*2#

How to check balance for Time To Rise?

Dial #1201# or check balance via Cellcard App: https://bit.ly/ccappdl

To send it as a gift

Dial *1788*phone number*1#
Dial *1788*phone number*2#

If I am a Time To Rise user, can I purchase Add-On services or Value Added Services?

Yes, you can purchase or subscribe to any existing Add-Ons and VAS, except for Big Love & Osja Xchange.

Is Time To Rise an auto-renewing plan?

Yes, it will be automatically renewed when your bundle is exhausted or expires provided you have sufficient balance.

How to manually set APN on iPhone and Android?

  • For iPhone, go to Settings > Cellular > Cellcard SIM > Cellular Data Network > Set APN : cellcard
  • For Android, go to Setting > Wireless & Networks > Mobile Data > SIM Info > Access Point Names Set APN : cellcard

How to contact Cellcard for help while roaming?

Hotline Number: +85512812812

Email Help: customercare@cellcard.com.kh

Fecebook Help: www.facebook.com/CellcardFanPage

How to make out going call or send SMS while Roaming?

[+][Country code & Phone Number]

Example:

Call or send SMS back to Cambodia: +85512812812

Call or send sms to Thailand: +6626474491

How to deactivate prepaid roaming?

To deactivate Roaming service, dial  *1784*0#

On Android devices, How to select a network for roaming?

  • Go to Setting and Choose Connections
  • Select Mobile Networks
  • Select Data Roaming On
  • Select Network Operators
  • Select Search Networks and choose network available for each package.

On iOS devices, How to select a network for roaming?

  •  Go to setting
  • Select Carrier
  •  Set Data Roaming ON
  • Select Automatic OFF and choose network available for each package.

(Please be aware that you can only use a network operator that Public has a roaming agreement with.)

How do I top-up my account while roaming?

You can top up with three options.

Option 1: *1203*14 digit code# and press send. Ex: *1203*23345678345678#

Option 2: Simply ways online top-up via Cellcard App & Cellcard Website.

( Payment Options: Visa, Master Card, Union Pay, Wing, Alipay, Acleda, ABA Pay)

Option 3: Top up via Pin-less channels directed from Mobile Banking account.

(Wing, wallet services banking apps)

How do I check my balance while roaming?

Dial *1201# to check the balance.

How can I know if I subscribe the plan successful or not?

You will receive a SMS notification when you subscribe the plan successfully.  

Are voice call and SMS included in the Roaming Internet Pack?

No! Outgoing call and incoming call and SMS will be charged based on our roaming rates.

What happens if I do not use the Roaming Internet Pack?

Your roaming data will be charged base on Roaming Rate.

If I roam in non-preferred operator, can I use Roaming Internet Pack? 

If you roam in non-preferred operator, you will be charged Pay-as-you-go rate. Roaming Internet Pack is applicable only with our preferred partner list. 

Can I use one plan in different country?

Yes, you can use one plan in different country if those countries are in the same plan.

What happens if I run out of your Internet Roaming Pack? 

If you run out of your Roaming Internet Pack, the roaming rate will be applied. You can subscribe to another Roaming Internet Pack by dialing *1785#

What happens if I do not travel outside the Cambodia during the 30 days? 

Your Roaming Internet Pack is valid for 30 days only, and it will be wiped out after the expiry date.

 If Roaming Internet Pack is not working, what should I do? 

Please restart your phone. 

Check if you have an active bundle, please go to our Cellcard app. 

Please reset your network settings and try again: 

iOS: Settings – General – Reset – Reset network settings 

Android: Settings – Connections – Mobile networks – access point names – select access – Reset to default 

If the there is still any problem, contact us  

* Hotline Number: +85512812812 

* Email help: customercare@cellcard.com.kh 

* Facebook Help: www.facebook.com/CellcardFanPage 

 

How to check or unsubscribe plan?

To check or unsubscribe your plan, please dial *1200#! For more detail, please click here.

Can I save or print a receipt for reference?

Yes. After payment is made, a receipt will be provided with options to save or print.

How do I use Acleda to buy Online Top-Up?

STEP 1: Enter your mobile number

STEP 2: Enter the amount you want to Top Up

STEP 3: Select Acleda in the payment options

STEP 4: Complete the Acleda Payment Information form

  • Select Payment Options (Acleda Bank Account / Acleda ATM Cash)
  • Enter Account Details
  • Enter OTP

How do I use Union Pay to buy Online Top-Up?

STEP 1: Enter your mobile number

STEP 2: Enter the amount you want to Top Up

STEP 3: Select Union Pay in the payment options

STEP 4: Complete the Union Pay information form

How do I use Visa Or Master Card to buy Online Top-Up?

STEP 1: Enter your mobile number

STEP 2: Enter the amount you want to Top Up

STEP 3: Select Visa or Master card in the payment options

STEP 4: Complete the Visa or Master card information form

  • Card Holder Name
  • Card Number
  • CVV/CVC
  • Expiry Date

How do I use Alipay to buy Online Top-Up?

STEP 1: Enter your mobile number

STEP 2: Enter the amount you want to Top Up

STEP 3: Select Alipay in the payment options

STEP 4: Scan the QR Code on the screen with your Alipay App

How do I use Wing to buy Online Top-Up?

STEP 1: Enter your mobile number

STEP 2: Enter the amount you want to Top Up

STEP 3: Select Wing in the payment options

STEP 4: Generate a security code to complete your purchase

How to generate a Security Code via USSD:

  1. Press *989#
  2. Enter your Wing Account Number
  3. Select “Get 6-digit code”
  4. Enter your 4-digit PIN
  5. Your screen will show you the 6-digit security code for payment

How to generate a Security Code via the Wing Money Mobile App:

  1. Open your Wing Money App
  2. Go to app settings
  3. Select “Get 6-Digit Code”
  4. Enter your 4-digit PIN
  5. A pop-up screen will show your 6-digit security code for payment

Which payment methods are available?

Accepted payment options include Visa Card, Master Card, Union Pay,​Acleda Bank, Wing, and Alipay.

What is Online Top-Up?

Online Top-Up is a new digital service that allows you to Top-up your phone without scratchcards. Buying Online Top-Up requires online payment.

What should I do if I encounter an error or if I don’t receive my Top-Up?

Call 812 for assistance.

What is fair usage policy?

Fair Use Policy is put in place with the objective of protecting subscribers’ equal rights to access Cellcard’s internet services. With this in mind, the Fair Use Policy acts to police unfair and unreasonable consumption of data, which can negatively affect other subscribers’ usage and experience.  Examples of customers who abuse the Fair Use Policy are customers using Cellcard Internet for Internet cafes, SIM boxes, or customers selling the data services for profit. When a subscriber reaches unfair or abusive usage of the data service, Cellcard reserves the right to slow down data speed or in other cases, terminate the service to protect the majority of customers using the service.

How can I know if I subscribe the plan successful or not?

You will receive successful SMS notification.

Are Voice call and SMS included in the Roaming Internet Day Pack?

No! Outgoing call, Incoming Call and SMSMO will be charged based on our roaming rates: Please click here for more detail

If I Roam in non-preferred operator, can I use Roaming Internet Day Pack plan?

If you are roaming in non-preferred operator, you will be charged Pay-as-you-go rate. Roaming Internet day Pack bundle is applicable only with our preferred partner list. Click here.

Can I use one plan in different country?

Yes, you can use one plan in different country if these countries are in the same plan.

Can I use one plan in different country?

Yes, you can use one plan in different country if these countries are in the same plan.

If I Roam in non-preferred operator, can I use Unlimited Roaming Internet plan?

You cannot use Unlimited Roaming Internet plan on non-preferred operator.

Please check our preferred operator Here,

How to make call while Roaming?

[+][Country code & Phone Number]

Example:

  • Call back to Cambodia: +85512812812
  • Call to Thailand: +6626474491

Are Voice call and SMS included in the Unlimited Roaming Internet?

No! Outgoing call, Incoming Call and SMSMO will be charged based on our roaming rates: Please click here for more detail.

How can I know if I subscribe the plan successful or not?

You will receive successful SMS notification.

How do I activate Unlimited Roaming Internet from Cellcard App?

Please go to the Cellcard Home Page -> International Service -> Roaming Internet  and choose plan to subscribe.

What is fair usage policy?

Fair Use Policy is put in place with the objective of protecting subscribers’ equal rights to access Cellcard’s internet services. With this in mind, the Fair Use Policy acts to police unfair and unreasonable consumption of data, which can negatively affect other subscribers’ usage and experience.  Examples of customers who abuse the Fair Use Policy are customers using Cellcard Internet for Internet cafes, SIM boxes, or customers selling the data services for profit. When a subscriber reaches unfair or abusive usage of the data service, Cellcard reserves the right to slow down data speed or in other cases, terminate the service to protect the majority of customers using the service.

With Cellcard eSIM service, how many Cellcard numbers can be registered under one device?

You can have up to 8 eSIM profiles.

What should I do if my phone is lost or broken?

Call the Cellcard Customer Care to block the number, then come to any Cellcard store near you to request for a new QR Code for the same number.

Do I need to delete my eSIM profile prior to sending my device for servicing/ replacement?

It is recommended to delete all profiles before sending the device for servicing. You can re-download your profiles later.

Can I use my existing Cellcard profile on another eSIM device?

Yes, you can re-download the same profile on another device. Remove the eSIM from the previous device first.

After, scan the QR code (Voucher provided by Cellcard) to re-download the profile on the new device.

Could I replace Cellcard eSIM profile with another eSIM provider’s profile?

Yes, you can decide to delete/ enable any existing profile, download another profile, or add profiles in your eSIM.

What are the benefits of Tourist Plan $5?

  • Data: 25 GB
  • Data BONUS: 25 GB (1st Time)
  • On-Net Voice: 2500 Mins
  • On-Net SMS: 2500 SMS
  • Validity: 30 days

Where can I get support if I need further information?

Visit any Cellcard store or dial 1204

What should I do if I lost my eSIM-registered device?

Dial 812 or 1204 to temporarily suspend your eSIM profile. Visit a Cellcard store to request a replacement SIM card or eSIM. IF you find your device later on, we can also reconnect your eSIM.

How do I know if my device supports eSIM?

Go to Settings> Connections> SIM card manager> Add Mobile plan. If the “Add Mobile plan” is available, it means that your device supports eSIM.

What happens if I did not complete my user profile with a valid Passport or ID within 48H?

Your eSIM number will be blocked from usage. Please dial 812 or 1204 for assistance if this happens.

How can I check my balance?

To check your balance, please dial #823#  or call to 823

How can I check my phone number?

To check your phone number, please dial *012#

How can I check my profile registration?

To check your profile registration, please dial #5656#

其他预付款SIM卡是否可以迁移到乐龙龙卡计划?

答:可以,只要用户在Cellcard网络上超过30天。

乐龙龙卡是否可以迁移到其他价值计划 ?

答:可以。只要您在乐龙龙卡计划超过30天,您可以迁移到其他计划。

是否可以取消订阅乐龙龙卡的自动更新计划 ?

答:可以。如果您希望停止使用您的乐龙龙卡自动更新,请拨打*9888*0# 或拨打9888 并拨打0。请注意,您订阅的乐龙龙卡过期之后,使用过的数据将按正常的通话费率从主余额收取。从新订阅乐龙龙卡,请拨打9888 并选择您的首选计划,2美金的计划或拨打*9888*2#  或8美金的计划请拨打*9888*8#

我如何可获得免费 Grab 计程车?

答:购买Cellcard乐龙龙卡SIM=> 下载和注册Grab App => 当您预定Grab计程车时,请输入促销代码“CELCH”为了享受共六趟免费Grab计程车价值8,800柬币

我如何可从我的乐龙龙卡计划获得免费3 VAS ?

答:激活了乐龙龙卡计划之后,自动免费3 VAS。订阅免费一个月,一个月后是正常收费。

How can I check if my SIM card is registered?

Dial #5656# and press send.

What should I do if my SIM card profile is not updated or if my SIM does not have a profile?

You can update your profile or register your SIM card profile via the following channels:
Visit any Cellcard Office together with a valid ID.

What are the required documents to register a SIM card?

You can bring one of the following documents below:
Valid Cambodian Citizen ID card or

  • Valid Government Employee ID Card with bearer’s address on or
  • Valid National Police ID card or RCAF ID card with bearer’s address on or
  • Buddhist Monk ID Card or
  • Valid Passport or
  • Valid Family Book or
  • Valid Driver License

Can I check my profile even if I am on postpaid?

Both prepaid and postpaid customers can check their profile through #5656# and press send

Do I have to pay for checking my SIM Card profile?

No. It’s FREE of charge.

What is Cellcard Executive?

Cellcard Executive is the powerful plan of the New Cellcard Executive plan, which allow customers to enjoy all the features of the postpaid including the credit limit for your balance reserved after finishing the plan benefit and also the roaming feasibility on the go.

How do I subscribe my company to the new Cellcard Executive Plans?

Call 012 999 712 or 712 to get in touch with a Cellcard Executive sale agents who can recommend the best suited plan for your needs and gladly assist you through the subscription, activation and transition process.

What is Cellcard Executive Lite?

Cellcard Executive Lite is similar to the prepaid plan, which allows you to control your payment and feel hassle-free with a top up feasibility whenever and wherever you need.

If I change SIM card or phone, can I still access the contents/apps that I’ve purchased using my old SIM card or phone?

yes if the new SIM is Cellcard and if your google mail account remains the same.

What happens If I accidentally deleted the content/ app that I purchased?

You can download the same content again without getting charged.

From which merchants can customers purchase contents using Pay with Cellcard Main Balance Service?

At launch, it would be Sabay KING OF CARDS game (download the game from playstore for Android and app store for iOS)

Can Subscribers purchase content while using Wifi?

Yes but with verification process. Cellcard will send a 4-digit PINcode via SMS.

When there are generic error messages displayed like “ERROR MESSAGE” OR “PAYMENT CANCELLED” what does it mean?

It could mean any of the following:

  • There is technical problem/system error during your transaction

Solution: Wait for a while and try again

  • You are not using Cellcard or you are on a postpaid plan

Solution: Make sure you are using Cellcard prepaid

  • You have entered the incorrect phone number when registering on wifi for the first time

Solution: Make sure you have entered a valid Cellcard number on prepaid.

  • You have entered the incorrect PIN code

Solution: Make sure you have entered correct PIN code

  • It takes you too long to enter the PIN code

Solution: Make sure you have entered the PIN code within 10 min from the time PIN code is received via SMS

  • You do not have sufficient air time credit (on your main balance) to complete the purchase

Solution: Top up and try again

When there is another generic error message displayed like “SORRY, YOU HAVE EXCEEDED YOUR LIMIT OF 5 PAYMENTS IN 1 DAY, PLEASE TRY AGAIN LATER” what does it mean?

It means you have either exceeded the amount of 9.99 USD per transaction, or with a maximum cumulative amount of 20.00 USD per day or with a maximum of 5 transactions per day

Solution: Wait for the next 24 hours and retry the transaction again (24 hours from each of your 5 transactions).

What happens to my unused data after expiration?

All remaining data will be completely removed upon expiration at 23:59:59 (No roll over).

If I subscribe to different iNET Plans, which iNET Plan will be renewed automatically?

The last iNET plan that you subscribed to will be automatically renewed. Daily DATA+ will be automatically renewed without message notification after successful renewal. iNET200/ iNET500/iNET1000/ iNET2000 (Weekly & Monthly) will be automatically renewed with one day advance message notification.

Can I use my SIM card for Deskphone?

No, SIM cards used with deskphone are automatically locked to the Deskphone unit, and can no longer be used for other phones.

What does the Package include ?

It includes 1 Deskphone Unit, 1 SIM card preloaded with $1, $1 credit/month for 12 months, and 1 month warranty on Deskphone software.

What happens when I make calls over my bundle limit?

You will be charged from main balance at 4.5 cents/min.

Is VoIP bundle automatically renewed?

Yes. The system will automatically renew the bundle upon expiration.

What happens to my remaining bundle when I re-subscribe or when the bundle is renewed automatically?

You can use your remaining bundle until it expires. New subscriptions will be treated separately. No balance roll over will be allowed.

How can I set up my phone for internet?

For IOS Phones:

Go to Settings => Cellular => Cellular Data Network => APN type word “Cellcard”

For Android Phone:

  • Some Handsets: Go to Setting => More Setting => Wireless Network => Mobile Network => Access point Name => Create New APN => Connection Name “fill in whatever you want” => APN Name fill in “Cellcard” => Save.
  • Some Handsets: Go to Setting => Wireless Network => Mobile Network => Access point Name => Create New APN => Connection Name “fill in whatever you want” => APN Name fill in “Cellcard” => Save.
  • Should you need further assistance, please call 812.

Why are the data and SMS rates more expensive in Niyeay vs. Regular?

Cellcard Niyeay was introduced to give you the best value voice deals. If you want to use a lot of data, then we suggest you migrate to Cellcard Regular (dial #8181#4#1# & press send) or Cellcard XG (#8181#3# & chose your plan) both of which have great data inclusions.

What if I do not need to use internet?

If you do not need internet, you can turn off your data by following these instructions:

IOS Phone: Go to Setting => Cellular => click Off on the Cellular Data.

Android Phone: Go to Setting => Data Usage => Click Off on the Mobile Data.

What is the call rates for international calls?

You can subscribe to Call Abroad plan rate as low as 3cents/min

How do I call overseas?

Dial [177] [Country Code][Phone Number] and press call

Example: To make call to Thailand dial: 17766xxxxxxxxx.

In case of problems, where to contact?

What is the call rates for international calls?

If you are using a VoIP pack, the call rate is only $2, get 60mintues for calling 5 countries (Thailand, China, USA, Canada, and Singapore). To subscribe, dial *1783*1#

How to contact Cellcard for the assistance while roaming?

Hotline Number: +85512812812

Email Help: customercare@cellcard.com.kh

Fecebook Help: www.facebook.com/CellcardFanPage

How to make out-going call or send SMS while roaming?

[+][Country code & Phone Number]

Example: Call or send SMS back to Cambodia: +85512812812

Call or send SMS to Thailand: +6626474491

How do I select a network for roaming?

* iOS:

  •  Go to setting.
  •  Select Carrier
  • Set Data Roaming ON
  • Select Automatic OFF and choose network available for each package.

(Please be aware that you can only use a network operator that Public has a roaming agreement with.)

 

* Android:

  •  Go to Setting and Choose Connections.
  • Select Mobile Networks.
  • Select Data Roaming On
  • Select Network Operators.
  • Select Search Networks and choose network available for each package.

(Please be aware that you can only use a network operator that Public has a roaming agreement.)

How to activate and deactivate roaming service??

Dial *1784# to activate. It is free of charge.

(The roaming service must be activated before you travel.)

Dial *1784*0# to deactivate. It is free of charge.

How do I know if my device supports VoLTE?

The list of VoLTE device models will be available on Cellcard website or you can check your phone settings by going into Settings -> Cellular -> Cellular Data Options -> Voice & Data -> VoLTE ON.

Where is VoLTE available?

VoLTE is available in all 25 Provinces in Cambodia.

How do I enable VoLTE?

Enable VoLTE on your Smartphone Settings or call 1204 for assistance.

Are there any extra charges when I enable VoLTE?

No, there will be no extra charges. Your calls will follow our standard voice charging rate.

My Smartphone supports VoLTE, but why can I not enable it?

Because your number has not been provisioned to use VoLTE yet, please call 1204 for assistance or visiting any Cellcard Stores.

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