Common Enquiries for Mobile

  • Postpaid Plan
  • Prepaid Plan

Common Enquiries for Mobile Postpaid

  1. How do I check my outstanding balance for my SingTel mobile account?
  2. Will there be any charges if I receive a call when I am overseas?
  3. What are the charges if I send an SMS to a SingTel Mobile customer when both of us are  overseas?
  4. When am I eligible for my next upgrade?
  5. What is SMS Plus?
  6. Will there be any airtime charges if I divert my call to another mobile number?
  7. Why am I unable to send and receive MMSes?
  8. Why am I unable to send SMSes?
  9. How do I retrieve my VoiceMail messages and what is the password that I need to key in?
  10. How can I check on my BroadBand on Mobile data usage?
  11. How do I unlock my mobile phone with the PUK code?
  12. What should I do if I’ve forgotten my IDEAS or Wireless@SG Password?
  13. How do I transfer ownership of my mobile line?
  14. I have lost my mobile phone, what should I do?
  15. I have lost my mobile phone. How do I get a replacement SIM card for my spare / new handset?

  1. How do I check my outstanding balance for my SingTel mobile account?

    Just dial *1626 and select the option “Check Acct Balance”.

  2. Will there be any charges if I receive a call when I am overseas?

    Yes. Please click here for more details.

  3. What are the charges if I send an SMS to a SingTel Mobile customer when both of us are overseas?

    Receiving SMS while roaming overseas is free, but charges are incurred for sending SMS while roaming. Please click here for more details.

  4. When am I eligible for my next upgrade?

    You will be eligible for an upgrade if your remaining contract is less than 12 months and more than 4 months (a top-up amount will be required). No top-up is required if your remaining contract is less than 3 months.

    You may dial *1626 to check if you are eligible for a phone upgrade and to check your outstanding balance. Please ensure that any outstanding balance is cleared before proceeding to a hello! Shop to do an upgrade.

    Alternatively, you can also check your eligibility online by clicking here.

  5. What is SMS Plus?

    Please click here for a description of SMS Plus.

  6. Will there be any airtime charges if I divert my call to another mobile number?

    Yes. Local airtime charges apply if you divert a call to a local number and the call is answered. Local airtime charges also apply to the local number you diverted the call to unless that number is on a free incoming call plan.

  7. Why am I unable to send and receive MMSes?

    Please ensure that the GPRS and MMS settings on your phone are configured properly. Click here for information on how to do this.

  8. Why am I unable to send SMSes?

    Please ensure that the message centre number configured on your phone is +6596197777

    You should also check your phone settings to ensure that SMS barring is not activated.

  9. How do I retrieve my VoiceMail messages and what is the password that I need to key in?

    You can retrieve your messages from any phone by dialling 1389 (in Singapore) or +65 96301389 (from overseas). Your mailbox number is your 8-digit mobile phone number and your default password is 9999.

  10. How can I check on my BroadBand on Mobile data usage?

    You can visit our Broadband on Mobile website to check your data usage.

  11. How do I unlock my mobile phone with the PUK code? Your PIN (Personal Identification Number) is used to protect unauthorised use of your SIM card. When enabled, your mobile phone requires a 4-digit PUK code whenever it is switched on.

    If the PUK code is entered incorrectly three consecutive times, your SIM will be blocked.

    If your PUK code is then entered incorrectly 10 times or more, your SIM card will be wiped and will need to be replaced.

    This is a security measure to protect your service.

    You can obtain your PUK code to unlock your phone via a self-help menu on our IVR. Dial 1688, select your preferred language, then follow the instructions to select the option for PUK code option.

  12. What should I do if I’ve forgotten my IDEAS or Wireless@SG Password?

    Click here to reset it.

  13. How do I transfer ownership of my mobile line?

    Both Transferor (the existing subscriber) and Transferee must be present during the transfer. Customers can walk in to any of our Customer Service Counters.

    The Transferee must be at least 18 years of age on the date of transfer. Customers between 18 and 21 years of age will be provided with services for local usage only.

    The Transferee will be charged a one-time transfer fee of $20 (before GST).

    Other important terms:

    • Minimum Subscription Period
      • If the minimum subscription period committed by the Transferor has not expired, the Transferee has to complete the remaining period.
    • Equipment Undertaking
      • Upon transfer, any equipment rebates due to the Transferor will be forfeited. The Transferee is not entitled to any further equipment rebates unless he/she agrees to take over the balance equipment tie-in period.
      • Equipment penalty, if applicable, will be charged to the Transferor unless the Transferee agrees to take over the balance of the tie-in equipment agreement. The Transferee, upon signing the transfer form, will then bear the applicable equipment penalty upon any premature termination of the mobile line.
    • Tenure Loyalty
      • The Transferee will continue to enjoy the tenure loyalty program of the Transferor.
    • Phone Upgrade Eligibility
      • The existing practice applies for transfer cases, i.e. the Transferor’s phone upgrade eligibility passes on to the Transferee.
    • Promotional Packages & Value-Added Services
      • All promotional packages enjoyed by the Transferor will be void upon transfer. Any penalities imposed by SingTel Mobile as a result of premature termination of the promotional packages will be the responsibility of the Transferor.
      • Value-Added Services enjoyed by the Transferor on a promotional basis, i.e. those not permanently bundled in the price plan, will pass on to the Transferee).
    • Outstanding balance
      • Both Transferor and Transferee must settle all outstanding balances in their accounts with the SingTel Group before proceeding with the transfer.
  14. I have lost my mobile phone, what should I do?

    Call our hotline 1688 (or +65 6235 1688 if calling from overseas) immediately to report the loss. The mobile line will be temporarily disconnected to prevent unauthorised calls. Alternatively, you may visit our Customer Service Counters to report the loss of your mobile phone. Please bring original documents for verification.

  15. I have lost my mobile phone. How do I get a replacement SIM card for my spare / new handset?

    Visit any of our Customer Service Counters personally with original identification documents. SingTel Mobile customers who have lost their SIM Card can get a replacement SIM card for free if they have a Police Report regarding their lost SIM/device. SingTel Mobile customers without Police Report regarding their lost SIM/device will be charged for SIM Card Replacement due to loss. 

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Common Enquiries for Mobile Prepaid

  1. How do I set up the MMS service on my SingTel Prepaid Mobile line?
  2. How do I top up my SingTel Prepaid Mobile line?
  3. How do I use Prepaid Roaming?
  4. How do I subscribe to SingTel Prepaid Mobile Free Incoming Call Plan?
  5. How do I check the balance in my Prepaid account?
  6. How will I be charged when I use my SingTel Prepaid Mobile line?
  7. What does the bundled value in SUPER HOT$128 top-up offer, and how do I take advantage of it?
  8. What does the bundled value in BONU$30 top up offers? How can i enjoy these offers?

  1. How do I set up the MMS service on my SingTel Prepaid Mobile line?

    You need an MMS-supported mobile phone. Next, you are required to activate and configure your mobile phone. Click here for the configuration of your mobile phone. 

    For more information on MMS service, click here.

  2. How do I top up my SingTel Prepaid Mobile line?

    To top up your hi!Card, simply purchase a Top Up card from any authorised dealer. Alternatively, you can top it up via any Self-service Automated Machine (SAM), DBS/POSB ATM or AXS Station. To find out more, click here.   

  3. How do I use Prepaid Roaming?

    Prepaid Roaming is a call-back service. To roam, just follow these steps:

    • Dial *131*, followed by the Country Code (e.g. 65 for Singapore) and the telephone number of person you wish to contact
    • Press the # key

    For example, to call the number 61234567 in Singapore, dial the following sequence: *131*651234567# then press the SEND key..

    This message will be routed to SingTel, and we will call you back within 10 seconds. When you answer the call, you will hear a ringing tone and be automatically connected to the party you wish to talk to. Should the party be unavailable, your call will be disconnected after a maximum of 5 rings.

    Please note that the availability of Prepaid Roaming depends on the foreign network operator, their coverage and the handset used. For a list of supported operators, click here.

    For more information on Prepaid Roaming, click here.

  4. How do I subscribe to SingTel Prepaid Mobile Free Incoming Call Plan?

    All new and existing SingTel Prepaid Mobile customers are eligible to subscribe to the on-demand Free Incoming Call Plan. This includes new and existing prepaid customers on hi!Card, hello!Mobile Card, Kababayan Card, simPati Kangen Card and Sawadee hi!Card. Free Incoming calls are not applicable to customers on SUPER HOT$128 value or BONU$30 value.

    To activate the Free Incoming Call plan, key *1300 and "SEND" via your SingTel Prepaid Mobile Card. Upon confirmation, a subscription fee of $0.60 will be deducted from your prepaid mobile Main Account.

  5. How do I check the balance in my Prepaid account?

    To check your hi!Card account balance:

    • Method 1: Call 9676-7777 (toll free) and press 1
    • Method 2: Make an outgoing call and your balance will be announced before your call is connected or when you allow the other party to end the call first.

    SUPER HOT$128 or Bonus$30 customers can dial *139# to check on their account balances.

  6. How will I be charged when I use my SingTel Prepaid Mobile line?

    For local airtime/ SMS rates, click here.

  7. What does the bundled value in SUPER HOT$128 top-up offer, and how do I take advantage of it?

    During this promotional period, each SUPER HOT$128 card provides customers with:

    1. $100 worth of Local SMSes and Local voice calls (excluding premium calls to 100/ LDD / 1800 and SingTel International Calling Card access numbers)
    2. $28 worth of Global SMSes and IDD calls (Inclusive of local call charges for IDD calls)
    3. Free Incoming Calls on Saturdays from 8pm to Sundays 7.59am*

    *Minimum Balance of $0.01 needs to be maintained in the "Local Talktime & SMS" bonus account to enjoy Free Incoming Calls promotion.

    To enjoy the bundled value of SUPER HOT$128, simply purchase and top up with the Super HOT$128 Top-up card. Alternatively, you can top up via any Self-service Automated Machine (SAM), DBS/POSB ATM or AXS Station.

    Please note that by topping up with Super HOT$128, any unused value in your BONU$30 bonus account will be immediately set to zero.

  8. What does the bundled value in BONU$30 top up offers? How can i enjoy these offers?

    Each BONU$30 Top-up card provides prepaid mobile customers with:

    1.   $30 worth of Local voice calls (Excluding premium calls to 1800/1900/100/LDD), Local SMSes, IDD calls and Global SMSes

    2.    FREE IDD calls (v019) to China and Malaysia

    To enjoy the bundled value of BONU$30, simply purchase and top up with the BONU$30 Top-up card. Alternatively, you can also top up via any Self-service Automated Machine (SAM), DBS/POSB ATM or AXS Station.

    Please note that by topping up with BONU$30, any unused value in your Super HOT$128 bonus account will immediately be set to zero.

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