Frequently Asked Questions

Your order will be shipped on the displayed delivery date, and the delivery person will call one hour before arrival.

Click here to check your delivery date.

If there are any delays in your order, we will notify you via SMS or email.
*If you cannot receive the notification email, please also check the junk mailbox.

If you have any questions regarding the status of your order, please contact our customer service team through live chat.

(Applicable only to the Fortress eShop)

If you selected home delivery, the order confirmation email will be sent out on the morning of the shipping day. You can prepare to receive the delivery at the time selected in the email, and the delivery person will call you an hour before arrival.

If you selected store pick-up, the confirmation email and text message will be sent out on the day of your scheduled pick-up. You can then use the QR code received in your Fortress account to collect your order at the store.

If the scheduled pick-up date has passed and you have not received any notification, you can contact our customer service team through live chat on our website, using the contact phone number or email provided in the order confirmation.

If your order cannot be delivered as scheduled due to unsuccessful phone contact, no one at the address, or incomplete contact information, we will follow up with you by email on the next business day.

You can also contact us through live chat and providing the details of your order, and our team will arrange for the order to be re-delivered as soon as possible.

You can find in the order notes on the product page whether the product is being delivered directly by the supplier.

You can refer to the delivery date on the order. Generally, the supplier will contact you and arrange the delivery details prior to the delivery date.

The order status will automatically update to 'Completed' after the delivery date has passed.

For products delivered by supplier, they may use a third-party courier service, and it can take 2-3 business days after the scheduled delivery date to receive the item.

If you still have not received the product, you can check the brand list to inquire about the delivery status with the relevant supplier.

If you are unable to successfully contact the supplier, you can reach out to us through live chat with your order number and product code, and our team will assist you as soon as possible.

If no elevator service is available at the premises, we will additionally charge you a delivery fee for each floor except the ground floor. Regarding the charges of large products delivery and other additional charges, these shall be paid to the delivery staff directly.

For details, please refer to: Delivery & Pickup

The Fortress shipping fee arrangement only applies to orders that Fortress is responsible for delivering. For products delivered directly by the supplier, the supplier may charge a delivery fee for their direct delivery service, and Fortress or the agent will notify you separately.

For orders to be delivered to Macau, after the items are ready for dispatch, they are typically shipped by sea from Hong Kong to the Macau warehouse 2-3 days prior to the scheduled delivery date, and then delivered by a third-party logistics company.

For all Macau delivery orders, the actual delivery date will be based on the Macau shipping timeline, and you may receive the items 2-3 business days after the scheduled delivery date. Please be mindful of the delivery notifications from the third-party logistics company.

Note: You can track the progress of your order through the order records or the tracking page.

If you have any queries about the order status, please contact our customer service team through the live chat.

If the items in your order are out of stock, we will notify you of the relevant arrangements via email or text message the day before delivery or pickup.

If we fail to deliver on time due to the factory's delay in delivery, the customer can apply for a full refund. It will be returned according to the original payment method, and there will take 2-4 weeks for processing.
*We will notify you of the latest delivery schedule via email.

(Applicable only to the Fortress eShop)

Most email service providers or software nowadays have email filtering functions to defend against email viruses and spam. However, this function may sometimes mistakenly filter out important emails. Please check your "Spam" or "Junk" folder. If you find any emails sent from the Fortress website, please mark them as "Not Spam". Additionally, you can log in to your account through the app to check your purchase history. If the issue still cannot be resolved, please contact our customer service team through the live chat and provide the following information for follow-up:

1. The registered email address on your member account.
2. The date and time when the issue occurred (very important).
3. The order number.
4. The order amount.
5. Other transaction numbers, e.g. payment ID.
6. The payment method.
7. Screenshots related to the issue.
8. Details of the case.

The order status will be automatically updated to “Completed” after the selected delivery date. Supplier delivery order might be delivered by third-party vendors. Due to the delivery lead time, the order may be received within 2-3 working days. You may refer to the brand list to check the delivery progress with relevant suppliers. If you still unable to contact supplier, please feel free to contact us via live chat and our team will assist you promptly.

In general, majority orders can be delivered according to the selected date and time slot. Meanwhiles, supplier will contact you to confirm delivery information before the delivery date. Individual supplier delivery order might be delivered by third-party vendors. Due to the delivery lead time, the order may be received within 2-3 working days. If your order delay or out of stock, we will notify you of the relevant arrangements via email within 4 working days from order date.

If you need to change the delivery address or date, you must contact us via live chat. at least one working day before noon of the scheduled delivery to make arrangements; otherwise, the arrangement will be postponed to the next working day.

If you need to change home delivery order to store pick-up, you must contact us through our live chat at least one working day before noon of the scheduled delivery. Otherwise, the change will be postponed to the next working day.

For store pickup orders, changes to home delivery or changes to another store pickup location are not allowed. The store you select for pickup cannot be changed to a different store.

If you need to modify the pickup or delivery information on your order (including the recipient's name, phone number, email, etc.), you must contact us via live chat at least one working day before noon of the scheduled delivery to arrange; otherwise, the arrangement will be postponed to the next working day.

*Not applicable to Apple Products

In general, we do not accept requests for product exchanges or order cancellations. Subject to the following circumstances, we may offer a special discretionary arrangement.

If you find that the product dimensions do not meet your needs:

• Before the product is delivered, we may consider replacing the product model or brand for customers.
• After the product is delivered (and the packaging has not been opened), we may consider replacing the product with another model or brand for customers, subject to a 30% handling fee based on the original product's selling price, and payment of any price difference (if applicable).
• Once the packaging has been opened after product delivery, Fortress will not arrange for product exchanges.

If you agree to pay a handling surcharge of 30% of the original product selling price, as well as the price difference (if any) between the original product and the replacement product, you may take the product with you to the nearest Fortress Store. The store staff will then follow up with you accordingly.

Please be informed that before accepting a product exchange:

• Please present the original purchase receipt or relevant electronic receipt.
• We reserve the right to refuse to exchange products that have been signed for due to appearance issues or incomplete accessories. If any complimentary items are damaged, we will arrange for a replacement as soon as possible.
• The exchanged product must be returned with complete packaging, recycling labels (if applicable), accessories, instruction manuals, and unused warranty certificates.
• The exchanged product must be free from damage, destruction, and exposure to water.
• Products that have been registered for warranty online or have been repaired are not eligible for exchange.

For details, please refer: Terms and Conditions

The delivery driver will place the goods outside the unit door, but there still needs to be a consignee at the delivery address to receive the goods.

*There must be someone at home to answer during the delivery process. If there is no one at home, delivery service will not be provided on the same day.

For details, please refer: https://www.fortress.com.hk/en/contactless_delivery

Since the delivery time is determined by the delivery location, you can also choose to pick up your order at the nearest branch.
https://www.fortress.com.hk/en/store-locator

All orders require the recipient's signature upon delivery. If the delivery address you have registered due to security issues or other reasons that prevent the delivery person from completing the delivery and obtaining the signature, we recommend you also consider picking up the order from the nearest store.

Please check the spam emails in your mailbox first if there is any related pickup email. In general, customer will receive a pickup email and pick up SMS, alternatively customers can also check updated order records when logging in to the Fortress APP, which also contains a QR code for order pickup. To ensure the rights and interests of customers, when picking up the goods, our store staff will verify the identity of the recipient and confirm either one of the pickup email or pickup SMS or pickup QR code, and then the goods can be picked up.

If you wish to place a bulk order for products, please click here to view details and fill out the form. We will promptly follow up with you regarding the ordering process.

(Applicable only to the Fortress eShop)

You can reference to the following steps:

Adding a Credit Card:

1. On the checkout page, select "Add Visa/MasterCard/American Express".
2. Enter your credit card information.
3. Click "Confirm Payment".
4. After successful payment, your credit card details will be automatically saved in "Personal Details".

Removing Credit Card Records:
You can click here to go to "Personal Information" or follow the steps below to remove your credit card records.

1. Log into your account and click on "Personal Details".
2. Select the credit card you wish to remove.
3. Click on the three-dot icon and then click "Remove".

Any purchases in Fortress, PARKnSHOP and Watsons retail stores are entitled to use HK$1 for every 50 points. The points can also be used in Fortress retail stores or the online shop for the purchase of various promotional products at special prices.

1. Customers can redeem the maximum usage limit is 30% of the unit price and the daily limit up to HK$1,000.
2. Every 500 MoneyBack points is equivalent to HK$10.
3. Digital vouchers and electronic software download products can be paid by MoneyBack points at Fortress stores. (Not applicable in eShop)

For details, please refer Terms and Conditions for MoneyBack Program

(Applicable only to the Fortress eShop)

The product you have selected may be out of stock or sold out, which is why you are unable to add it to the shopping cart.

If the issue is still not resolved, please contact our customer service team through the live chat and provide the following information for follow-up:

1. The registered email address of your member account.
2. The date and time when the issue occurred.
3. The order number.
4. The order amount.
5. Any other transaction numbers, such as the payment ID.
6. The payment method.
7. Screenshots of the issue when it occurred.
8. Details of the case.

(Applicable only to the Fortress eShop)

If you had clicked on the back button during the payment process, it is possible that the entire payment flow was not completed. You will be able to find the order number, which starts with "FTRHK" followed by 9 digits (e.g., FTRHK123456789), in your order history.

For credit card payments, including but not limited to VISA, MASTER, AE, etc., the bank will only have a hold on the credit limit and the actual transaction will not be processed. In general, the issuing bank will restore the credited amount within 7-10 business days.

For electronic payments, including but not limited to PayMe, WeChat Pay, AlipayHK, etc., the refund will be made back to the payment platform account within 2-4 weeks.

For Moneyback points, the refund will be made back to your Moneyback account within 7-14 business days.

For electronic vouchers, the refund will be made back to your Fortress account on the same day.

If you have not received the refund after the deadline, please contact our customer service team through live chat and provide the following information for follow-up:

1. The registered email address of your member account.
2. The date and time when the issue occurred.
3. The order number.
4. The order amount.
5. Any other transaction numbers, such as the payment ID.
6. The payment method.
7. Screenshots of the issue when it occurred.
8. Details of the case.

(Applicable only to the Fortress eShop)

If you notice that the order number after payment, which starts with "FTRHK" followed by 9 digits (e.g., FTRHK123456789), you can check your email in 5-10 minutes to see if you have received the order confirmation email from Fortress. The order number mentioned in the email will start with 7770 and have 7 digits.

If you have not received the confirmation email, we recommend that you re-place the order to purchase the desired item.

If you have received more than one confirmation email with different order numbers, where the order number mentioned in the email starts with 7770 and followed by 7 digits (e.g., 7770/1234567), you can contact our customer service team through live chat and provide the following information for follow-up:

1. The registered email address of your member account.
2. The date and time when the issue occurred.
3. The order number.
4. The order amount.
5. Any other transaction numbers, such as the payment ID.
6. The payment method.
7. Screenshots of the issue when it occurred.
8. Details of the case.

(Applicable only to the Fortress eShop)

It's possible that your selected payment method may not be eligible for the offer, or the offer limit has been reached. We recommend that you do not complete the order if you notice any anomalies.

If you have any questions, you can contact our customer service team through live chat and provide the following information for follow-up:

1. The registered email address of your member account.
2. The date and time when the issue occurred.
3. The order number.
4. The order amount.
5. Any other transaction numbers, such as the payment ID.
6. The payment method.
7. Screenshots of the issue when it occurred.
8. Details of the case.

(Available only to Fortress Stores only)

Sorry, interest free instalments are not applicable at the Fortress online shop.

(Available only to Fortress Stores only)

If you encounter an error message after entering an eCoupon code, please check if any of the following reasons apply:

• The coupon has expired.
• The coupon has already been used (some coupon codes can only be redeemed once).
• The coupon quota has been reached.
• The coupon is invalid (please check for typos or extra spaces).
• The order is not eligible to receive multiple promotional discounts simultaneously.
• The order does not meet the requirements (e.g., certain products are excluded or the order total does not meet the minimum threshold).

For details, please refer: Deals & Promotions

Please verify in your account settings whether you have deselected the option to "Receive Promotional Information." If you unsubscribe, you will no longer receive any promotional messages through any channels, including birthday offers.

(Available in Fortress eShop only)

The number of slots for the flash sale discount is limited, first-come, first-served. The actual situation will be subject to our backend payment records.

You can check our promotional pages or any promotional information you've received, as the discount code may only be applicable to specific products.

In response to environmental conservation and reducing paper waste, customers who make purchases on the online store can view and download electronic receipts on the Fortress website.

If you require a physical copy, please log in to your Fortress account and click on "Print" in the order record.。
*Please ensure that your browser does not block pop-up windows.

Alternatively, you can visit the nearest store within 10 days after receiving your order to obtain a free reprint of the receipt. If it has been more than 10 days, a reprint fee of HKDD$20 per copy will be charged.

* If you have lost your receipt and want to request a replacement. Please provide the following information to our customer service team for request the reissue of the invoice :

• Date of the purchase
• Branch of your purchase
• Brand and model of the product
• Serial No. of the product (for mobile phone/ notebook, please provide the IMEI No.)
• Amount of the purchase Mobile phone number (for delivery arrangement)
• Membership number (for earning MoneyBack Points)
• Which store will you collect the receipt

If the information provided does not match with our record or is insufficient for verification, we may not be able to reissue the invoice you requested.

* A fee of HKD$20 per copy is required for reprinting physical documents.

When the order arrives, please check and confirm the packaging is in good condition, and the count whether the order quantity matches with the delivery note, then sign back it to our delivery team to confirm acceptance of goods. We shall not be liable for any loss or damage incurred or suffered by the customer as a result of any late delivery.

If you receive a product with defects or errors within 10 days, please Click here to submit a refund or replacement form within 10 days after receiving the product. You will need to provide relevant photo proof as evidence to help us understand and address your case. We will acknowledge your request within 3 to 5 working days after receiving the form.

We will not process any claims submitted beyond this claim period.

In exceptional case, if you have discussed with our Customer Service Department and obtained our agreement, we will refund the amount you paid for the order to your relevant payment account which you applied to settle the payment or other means as agreed with you (Note: in case you agree to receive the refund via Octopus App, you will receive a notification via your Octopus App and you are required to collect the refund amount via your Octopus App or Octopus Service Points within the specified period). The refund process takes about 2-4 weeks.

*If you do not receive the relevant refund after the deadline, we recommend that you inquire further with the relevant payment platform or card issuer.

*If the payment account you originally used has been cancelled, the funds will be returned to the platform or the card-issuing bank for refund arrangement.

*如您原使用的支付帐户已取消，款项会退回至该平台或发卡银行以安排退款。

For details, please refer: Terms and Conditions

If you discover within 10 days after receiving the product that it does not meet the manufacturing standards, we can arrange for a replacement for you (subject to terms and conditions). Click here to learn more about the 10-day refund or replacement guarantee details.

When you or the designated recipient receive the ordered goods, it is your responsibility to inspect the product for any defects and/or damages and to ensure that all accessories are complete.

If you discover within 10 days after receiving the product that it does not meet the manufacturing standards, we guarantee to replace it with the same model. During the manufacturer's warranty period, you can also enjoy the warranty provided by the distributor and return the product to the manufacturer/distributor for repair.

The replacement or refund of the product must be conducted through the distributor after confirming that the product does not meet the manufacturing standards. Fortress reserves the right to require customers to visit the designated repair center of the distributor for product inspection.

This policy only applies to specified products and does not apply to Xiaomi phones and tablets (including Mi/Redmi/POCO), Apple/BEATS, SmartGo Pokefi, DJI designated products, CM earphones, gift card products, and non-refundable categories of products.

This policy does not apply to:

• Products that have been registered for warranty on the supplier's or distributor's website.
• Products that have been repaired.
• Products that lack Fortress purchase receipts.
• Products that have Fortress purchase receipts but lack the actual product.
• Products that are requested for exchange or refund based on personal preference.

If the product falls under a non-refundable category, we will not accept customer refund requests.

For details, please refer: Terms and Conditions

If we agree to arrange a return or refund for your primary product, all gift items must be returned together with the returned products. Otherwise, the retail value of the gift item would be deducted from the refund.

If the delivery date has exceeded 10 days (within the manufacturer's warranty period), please return the product to the distributor for repair. You can refer to the brand's repair center address for more information.

Generally, the distributor will calculate the manufacturer's warranty period starting from the sales date on the sales document. You can register the warranty matter with the distributor using the sales document.

Since the inquiry would require you to provide your personal information, and the distributor will need to schedule a home inspection appointment with you, we suggest the customer contacts the distributor directly to arrange these matters.

Generally, if the distributor's technician determines that the product has been damaged by human factors, natural wear and tear, or environmental issues, it may not be covered under the warranty. You can inquire with the individual distributors for more details.

You can use the Fortress sales receipt to register for the warranty service.

In general, product delivery and installation dates may not be scheduled on the same day. The selected date is the earliest installation date. The actual installation date & time may be subject to change depend on various factors such as order delay, address, order number & manpower allocation. If the installation date changes, we will contact customer for rearrangement one day before the delivery date at the latest.

Installation Service only include one-off one-site installation service. To avoid additional charge of on-site installation fee, please ensure the environment is suitable to install.

If the installation environment is not ready, the date or type of installation needs to be rescheduled, please inform us via live chat two working days before the service. Expired request will not be accepted.

Some products is included standard installation service in the product price. If additional costs are required to complete the installation, the installation technicians will quote and take the payment on the site directly.

Some products are not included standard installation service in the product price, the standard installation fee will be charged on the website directly. If not charged on the website, the standard installation fee will collect by the installation technicians on the site directly. For details, please refer to our Installation Page or contact our product specialist via chat & buy.

Additional service charge for outlying areas

If the installation service is provided by Fortress:
Split Type Air-conditioners arrangement:

Other products arrangement:

If the installation service is provided by Supplier:
For details, please refer to our Installation Page. If additional service charges is necessary, we will contact you for the arrangement after purchasing the product.

For some products, the distributor may need to conduct a site inspection to confirm if the delivery address is suitable for installation and to determine the relevant installation fees. You can check the information on the related product pages in the Fortress online store. If the customer does not require a site inspection but there are any delivery or installation issues, we reserve the right to not allow for an exchange or refund.

If after arranging for a site inspection, you decide not to purchase or use our installation service for any reason, the site inspection fee (if any) will not be refunded.

Under normal circumstances, the installation team will contact you on the day of installation to arrange the time. Please be sure to look out for their phone call. If you still haven't received a call from the technician on the day, you can contact us through live chat for follow up.

When purchasing, the default installation service will be for tabletop installation. If you need wall-mount installation, please contact us through live chat after placing your order, and we can make the necessary arrangements.

If you did not choose the statutory free removal service when placing your order, you can contact us via live chat within 3 days after the transaction to make arrangements, or you can also visit https://weee.com.hk/hk/recycling/ make an appointment for free door-to-door recycling.

If you need to change the removal service provider, please contact us via live chat at least two working days before resumption to make arrangements. The changed removal date may be postponed and related services may be charged the removal service fee by the service provider.

Statutory Free Removal Service:
If you need to change the agreed removal service location or time, please contact us via live chat at least two working days in advance to make arrangements. After changing the address, please allow three working days to re-arrange the removal service.

For details, please refer: Statutory Free Removal Service

Fortress Same-day Waste Appliance Collection Service:
This service must be used in conjunction with the order delivery service, and the collection address must be the same as the delivery address. If you still need to make changes, please contact us via live chat at least one working day before to arrange.

For details, please refer: Fortress Upgrade Collection Service

Brand Collection Service:
The brand supplier will arrange to remove the old machine at the same address on the day of delivery. Please contact us via live chat at least two working days in advance to make arrangements. Additional removal fee will be charged for removal service on the same day (cash on delivery), please contact the relevant suppliers directly if needed.

For details, please refer: Brand Removal Service

If you need to cancel the selected removal service, please contact us via online live chat at least two working days before the recycling date to make arrangements.

As the collector will not provide disassembly services for old electrical appliances, please ensure that all wires and hoses connected to the appliances are disconnected before the scheduled collection, and the old items are placed separately. For detailed instructions regarding the removal service, please refer to the following link: https://www.fortress.com.hk/www_media/footer/addon/Legal%20Cmt%20on%20Jun%202024%20Fortress%20HK%20-%20Statutory%20Free%20Removal%20Service%20July%202024.pdf

Statutory Free Removal Service:
There are no additional charges.

Fortress Same-day Waste Appliance Collection Service:
The collection service fee is $100 per item (except for split-type air conditioners).
Note: For the collection of products other than the 'Four Electrical Appliances and One Computer' scheme, if it involves going up or down stairs, or to locations such as walled villages, village houses, places inaccessible by vehicle, or if the carrying distance exceeds 100 meters or takes more than 3 minutes, additional charges will apply. For details, please refer to this link (https://www.fortress.com.hk/zh-en/delivery).

Brand Collection Service:
For the supplier's removal service fee, please refer to this link (which does not include other additional costs that may arise in individual cases, such as stair fees, disassembly fees, etc.). The fee must be paid in cash on the spot when the supplier's delivery team removes the old machine.

All old electrical appliances or electronic products will not be returned upon collection.

In the event of a Black Rainstorm Warning or Tropical Cyclone Warning Signal No. 8 or above, the removal service will be suspended and automatically rescheduled to the next business day.

(Available in Fortress eShop only)

If you have already registered as an i-Coins member, you can use your registered phone number or email to log in to the Fortress website and become an iClub member. You can then use the member benefits on both the Fortress website and the i-Coins app.

The details are as follows:
On the Fortress website, register to become an iClub member to enjoy the exclusive iClub member benefits.
On the i-Coins App, register to become a member to earn corresponding points and benefits on the i-Coins App.
When checking out on the Fortress website, you can first log in to your iClub member account to enjoy the iClub member benefits.
When checking out on the i-Coins App, you can also use your i-Coins App member account to earn points and benefits.
Therefore, you can use the member benefits from both the Fortress website and the i-Coins App simultaneously.

Fortress i-Coin is a membership electronic stamp promotion introduced by Fortress. For every purchase of HK$500 or more, members can earn 1 i-Coin. For Fortress eShop orders, i-Coin will be credited within 5 days of you receive items. Promotional extra i-Coin will be added to your account within 7 days.

The period for earning i-Coin is from 1st July of each year to 30th June of the following year.
The redemption period is from the 7th of July of the current year to 8th of July of the following year.
i-Coin earned from current i-Coin promotion will be forfeited after the redemption period of current i-Coin promotion ends and will not be accumulated and brought forward to next i-Coin promotion.

For details, please refer: Fortress i-Coin Program

Generally, if your total annual consumption at Fortress (including in-store purchases and online shopping) reaches HK$20,000 or above, you will automatically be upgraded to VIP status 2 days after your order status becomes "completed".

The VIP membership will be valid for one year starting from the effective date.

Eligible members must present the membership QR code in Fortress App or MoneyBack App for any purchase to earn MoneyBack points and iCoin at the same time. Eligible members can automatically earn iCoin when purchasing online.

When eligible members purchase in physical stores, basic iCoin will be issued to the member’s account within 2 days. For purchase online, iCoin will be issued to the member's account within 5 days after the store pickup or Fortress delivery. Extra iCoin of specific product promotion will be issued to member’s account after making purchase within 7 days.

For details, please reference

To unsubscribe from promotional and discount-related communications on the Fortress website or mobile application, please follow these steps:

1. Log in to the Fortress website or mobile app.
2. Click on "My Account".
3. Go to "Personal Information".
4. Select "Notifications".
5. Uncheck the option to receive promotional and discount-related communications.

After unsubscribing, you will no longer receive any promotional messages through any channel, including birthday offers.

For more details, please refer to the Privacy Policy on the Fortress website

Please note that once your MoneyBack or Fortress account is deleted (for iOS devices only), it cannot be used again, and all previous purchase records and MoneyBack points cannot be recovered.

If you need to update your information, you can refer to the following methods:

1) To change your password, follow these steps on the Fortress mobile app or website:

1. Log in to Fortress mobile app/website.
2. Select "My Account" to access the “Personal Details” page.
3. In the app, click on "Change Password" or on the website, click on the "Edit" icon to make the changes.
4. Press "Confirm" or "Update" to save the changes.

*Note: After changing your password, MoneyBack mobile app or website will be updated accordingly.

2) To update your email, phone number, or communication language, follow these steps on the MoneyBack mobile app or website:

1. Log in to MoneyBack mobile app or website.
2. Select "My MoneyBack " or "My Account" to access the personal information page.
3. Click on "Change Email/Phone/Language" to make the changes.
4. Press "Save" to save the changes.

Please use "Forgot Password" feature to reset your password via phone or email. After resetting your password, try logging in again using the new password.

If you are unable to log in using your phone number, we recommend trying again with your email address. Similarly, if you are unable to log in using your email address, we suggest trying again with your phone number.

If the problem persists, please provide the following information our customer service team, so that we can better understand your situation.

1. Email address:
2. Contact phone number:
3. Date and time when the problem occurred:
4. Screenshots:

Please contact MoneyBack customer hotline at +852 2187 2277 (Hong Kong) or +853 2851 9274 (Macau) to update your information or report a loss account to prevent unauthorized use.

For details, please refer: MoneyBack - Get In Touch with Us

(Available in Fortress eShop only)

If you do not receive a one-time verification code, please make sure your university or company is on our register list. There are no typos or extra spaces in the email you entered. And check your junk mailbox.

If the problem persists, please provide the following information to our customer service team to better understand your situation.

1. Registered mobile phone number
2. Registered email address
3. Original email address
4. New email address
5. Universities/Schools / Corporate name
6. The date and time of your attempt
7. Screenshots of any system issues

(Available in Fortress eShop only)

You may refer to the following step:

Linking Corporate Employee/Student Account Steps:

1. Go to "My Account"
2. Select "Personal Details"
3. Under "Connect Other Account" click on "Corporate Staff" or "Student"
4. Enter a valid email address (enter a valid corporate employee/student email)
5. After clicking "Get Verification Code", you will receive a verification email
6. Enter the verification code and click "Confirm" to complete the process

Click here for more information on corporate employee accounts
Click here to see more information on student offer

If you encounter any issues during the account linking process, please ensure:

• Your university or company is on our list.
• There are no errors or extra spaces in the email you entered.
• Check your spam folder.

If the problem persists, please provide the following information to our customer service team, so that we can better understand your situation:

1. The email address registered with your MoneyBack / Fortress account:
2. The corporate or student email address you need to link:
3. Contact phone number:
4. Date and time when the problem occurred:
5. Screenshots:

(Available in Fortress eShop only)

Please first confirm that your university or company is on our institution list, as your email domain may not yet be added to our registered email list.

If the problem persists, please provide the following information to our customer service team, so that we can better understand your situation:

1. The email address registered with your MoneyBack / Fortress account:
2. The corporate or student email address you need to link:
3. Contact phone number:

(Available in Fortress eShop only)

Once the student email is linked to one specific primary account, the student email cannot be linked to another primary account in 90 days.

(Available in Fortress eShop only)

Student email is associated with your account for 1 year. Please link your student email again and verify account to enjoy the student discount.

(Available in Fortress eShop only)

Fortress eShop Student Offer has selected a series of affordable and useful products for your school life. Promotion offers will be updated regularly to provide you the latest smart electronic gadgets! Join now to enjoy the fabulous offers.

• New member offer: Upon registration, you will receive a HK$100 electronic coupon^, which can be used when you spend HK$500 or more! The electronic coupon will be sent to registered student accounts via email within 1 week of registration, on a first-come, first-served basis, with limited quantities available.
• Regular exclusive offers for students.

^Applicable only to specified products under student discount prices.

Reminder: If you select you do not wish to receive any updates on special offers, promotions, discounts or similar communications in the registration page. We are not able to send the free $100 orientation eCoupon to you via email. Click here to update member communications option.

Click here to view promotional details

(Available in Fortress eShop only)

You might refer to the list.

(Available in Fortress eShop only)

You must finish the linkage of student account first, then the student offer price will be shown in product page after you login.

(Available in Fortress eShop only)

You have to select “Student” checkbox on shopping cart page and input verification code after clicking checkout to activate the student offer.

(Available in Fortress Stores only)

From 2024 onwards, if you need to purchase physical gift coupon, you can go to the following stores:

Hong Kong District
Melbourne Plaza
Whampoa Garden
New Town Plaza

Macau District
Available at all stores

*The physical gift coupon purchased in Macau district can only be used in Macau stores.

If you would like to purchase the physical gift coupon, we suggest you check the stock availability with the relevant stores first.

The Digital Voucher (eVoucher) purchased on the Fortress online store can only be used on the Fortress online store. You can view them in the eVoucher section under "My Account" after logging into your Fortress account.

The Electronic Coupon purchased at Fortress physical stores can be used in both online and offline Fortress stores. You can view them in the eCoupon section of your MoneyBack account.

If you purchased Digital Voucher (eVoucher) on the Fortress online store using Octopus and AlipayHK. After completing the order, the eVoucher will be added to the electronic wallet in your Fortress account within 6 hours of purchase. The electronic vouchers are valid for one year.

Each Fortress account can purchase a maximum of HK$20,000 in Digital Voucher (eVoucher) (denominations of $100 or $500).

Electronic gift voucher will be added into the electronic gift voucher section of your MoneyBack account.

If you still have not received the relevant electronic voucher, you can contact our customer service team via live chat and provide the following information to assist with the follow-up:

1. The registered email address in your member account
2. The date and time when the relevant issue occurred
3. The order number
4. The order amount
5. Other transaction numbers, such as the payment ID
6. The payment method
7. Screenshots of the relevant issue
8. Details of the case

The Fortress Digital Voucher can only be used on the Fortress online store, cannot be redeemed for cash, have no change, and cannot be transferred.

Electronic gift voucher can be transferred to other Easy Rewards accounts, with a daily limit of HKD $1,000.

Activation SMS and mobile number will be received after insert haha SIM into handset (Please activate it on non-WiFi situation).

The ICCID required during first log in is the 18 digits above the barcode at the bottom of the SIM card.

Customers need to log into the haha Travel App, then “forgot mobile number”, please follow the directions to find your mobile number.

1) Please ensure you have connected to WiFi
2) Or you have purchased local data plan

if you have a data connection but still cannot be logged in, please try to log out then log in again.

You need to complete Real Name Registration and purchase local package, then you can use local service.

Real-name registration system for telephone smart cards and demonstration: https://web.three.com.hk/prepaid/realnameregistration/index.html

Individual users:
English and Chinese name (if applicable), identity document number (Hong Kong identity card number or travel document), date of birth and copy of identity document; If you are under the age of 16, you must submit a separate adult's registration information.

Company/Enterprise:
English and Chinese name of the company (if applicable), English and Chinese name of the company's branch (if applicable), number and copy of business/branch registration certificate and personal particulars of a responsible person aged 18 or above.

Customers need to log into the haha TRAVEL App, then select account->Real-name registration, please follow the directions to input relevant information.

Download haha TRAVEL App, then input mobile number and ICCID to login the account, you can purchase data package after login.

Unless specific stated, when data usage reached fair usage limited (varying from place to place), you can still enjoy the data services, and the data access speed will be restricted at 128kbps (varying from place to place). Travel data package supports data tethering function on mobile devices, it does not support peer-to-peer applications (P2P), FTP file sharing and webcam applications.

Day pass:
You can use the purchased data package within 90 days, activation day selection is not necessary, when you arrived destination and turn on “Roaming data”, one day pass will be deducted after connecting the network.

Hong Kong/Roaming package (e.g., 5 days/6 days/7 days/10 days/30 days):
The package will be activated immediately

Warm Reminder:
Day pass data is priority to use, if customer needs to buy day pass and non-day pass package at the same time (same destination), please set “Inactive” on day pass first, then change “Active” from “Account” when non-day pass is almost finished. Day deduction is started even though the data status is changed to “Inactive”, only data is stopped.

Customer can change “Active”/ “Inactive” status when purchases data package (Preset - “Active”), if no change, day pass will be activated when you arrived destination and non-day pass will be activated immediately. In order to prevent both day pass and non-day pass active on the same time, customer can select “Inactive” on day pass first, then update the status on “Account” when non-day pass is almost finished.

If customer needs to purchase day pass and non-day pass (same destination) at the same time, e.g. purchase 8 days Japan package (1 day pass + 7 days package), please select “Inactive” on day pass first, then change “Active” from “Account” when non-day pass is almost finished.

Data calculation is based on the 24 data pass (local/travel) will be valid for 24 hours after package subscription.

haha SIM supports local voice call service in Hong Kong/roaming voice call service, charges will be directly deducted from your balance, please refer to haha TRAVEL App “Local and Roaming Call Charges” or Fortress website: https://www.fortress.com.hk/en/promotion/hahasim about the details.

Warm Reminder: To save roaming spending, you are recommended to use third-party app (such as WhatsApp) to make roaming voice call via mobile data while traveling.

Due to local and roaming voice calls, local/international or roaming text messages will be directly deducted from your balance subject to charges. If there is insufficient balance in the account, the related services cannot be used. You can use the haha TRAVEL App to log into my account to check your account balance and perform value-added services.

You can review all your purchased local data/ travel data records after login your haha SIM account via haha TRAVEL App.

You can login your haha SIM mobile number & password via haha TRAVEL App. Click "My Account Overview" to check all your records including remaining balance of your account, remaining usage of local data, remaining usage of travel data package, refill records or purchased local/ travel data package.

In order to understand the situation, please provide the following information and email to fortress@asw.com.hk.

1. haha SIM phone number
2. ICCID
3. Contact mobile number
4. Contact email address
5. System screenshots of payment records, purchases and value-added in haha TRAVEL App
6. Describe details

Customer is required to report the loss to the police first. The lost report form must show the customer's name and ID number, as well as the haha SIM phone number & provide an image or screenshot of the police report number to fortress@asw.com.hk.

Step 1.
Upon arrived your destination, please ensure if the haha SIM has been properly plugged into SIM Slot 1 of your mobile device (If mobile device supports dual SIM function), set automatics for network selection and reboot your device.

Step 2.
Travel data package setup should be completed within 3 minutes automatically, once it is completed, haha SIM will search for the designated network automatically, your mobile device should display the signal and the Carrier Name. You can use the internet service.

Step 3.
haha SIM card will connect designated roaming network automatically. If you cannot access the internet, please check if the APN is correctly set. Changing Carrier & the name of APN setup in manual may be required in some mobile devices & destinations. If problem still exists, you can try to ON/OFF in-flight mode, it allows haha SIM to search the network again; or you could try to restart your mobile device once.

Step 4.
Please ensure the above procedures are under non-WiFi situation to proceed.

Step 5.
If it still can’t be solved, please connect to WiFi locally and log in to iChat within the haha Travel App contact 3 iChat ambassadors for assistance.

Step 1.
Please ensure haha SIM is activated (Activation SMS and mobile number will be received after insert haha SIM into handset, please activate it on non-WiFi situation).

Step 2.
Please ensure you have purchased the travel data package for your destination.

Step 3.
Please ensure "Mobile Data" & "Data Roaming" functions have turned on.

Step 4.
Please check if haha SIM has connected the designated roaming network automatically & the APN set correctly. Please set APN to “mobile.lte.three.com.hk”.

• for iOS: Setting -> Mobile Data -> Mobile Data Network -> APN
• for Android: Setting->Mobile network->APN

Step 5.
Please restart your mobile device and try to ON/OFF in-flight mode once. If the problem still exists, please kindly contact us for enquiry.

Step 6.
If it still can’t be solved, please connect to WiFi locally and log in to iChat within the haha Travel App contact 3 iChat ambassadors for assistance.

Please try to connect with local WiFi to login haha Travel app, then use iChat to contact 3 iChat ambassadors for enquiry.

You can choose the products that you need to leave a review for in the email or order records, within 14 days after the order status displays 'Completed'. However, if the product you purchased has been discontinued, you will not be able to leave a product review.

The review you submit will be reviewed by the system and then displayed on the product page. The corresponding MoneyBack Points will be credited to your MoneyBack account within 4 weeks. If you have not received MoneyBack Points more than 4 weeks, please contact our customer service team, so that we can better understand your situation.