Frequently Asked Questions | Cellcard

Get advice, answer and informaiton

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+ $6: Dial *1615*600#

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

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 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+ $6: Dial *1615*600#

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

 

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?

Your Cellcard Serey will auto renew if you have enough main balance. If you don’t have enough main balance, you’re not able to use data and you need to top-up to renew the plan. Download Cellcard app and top-up here: 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 3 price plans under Cellcard Serey $1.5/7 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 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*600# for Serey+ $6
  • *1615*phone number*1000# for Serey+ $10

What documents are required to get from the customers?

  • Name in Khmer & English (Based on National ID)
  • Address in Khmer & English (Current Address/Installation Address) 
  • National ID card/Passport with Valid Visa (If they are a foreigner)  
  • Contact number and Email address. 

What number can a customer reach for any inquiries or issues?

How many months can customers purchase Cellcard Home Wi-Fi?

The minimum agreement is 12 months, but the customers can pay from 3 months upfront, or 6 months, or 12 months, 18 months, or 24 months.

Can customers use their existing number to replace the free sim?

Customer CANNOT use their existing number to receive the free benefits.

Can the customer’s request to change speed during their payment term?

Customers CAN UPGRADE SPEED during the payment term, and they need to pay additional fees. 

Customers CANNOT DOWNGRADE SPEED during the payment term, they will need to finish their contract first, then when they renew their contract, they can select the lower speeds. 

 

What would happen to the FREE SIMs that are given to customers when the customers decide to terminate the connection?

If the customer decides to terminate, the FREE SIMs including the benefits will be cut off from the sim and the number will become a normal SIM card. 

How can customers make the payment?

Customer can make payment at all Cellcard Stores, or through Bank App Transfers 

If the customers need more than 1 router, how do they get it?

If customers need more routers, they can purchase the routers additionally with the below prices: 

  • Nokia Wi-Fi Beacons: $42 
  • HUAWEI Wi-Fi AX3: $59 

Will the customers need to return the ONU Built-In Wi-Fi after their subscription has ended and they are not willing to continue?

Cellcard’s Technical Team will collect back the ONU Built-In Wi-Fi from the customers. 

After Payment, how many days will Cellcard need to process the installation so that the customer can start using?

  • 36 Hours within Phnom Penh 
  • 72 Hours for Outside Phnom Penh area (including Weekends and Public Holidays) 

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.

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.

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 1204 for assistance.

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.

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.

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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