We've got you covered! Check if any of the following scenarios apply to you. We'll get help to you in no time.
Scenario 1: You've received your SIM but your SIM upgrade status still states "Request Placed".
- Please check the status of the app in one hour after we have processed your SIM backend.
- Once the status has been updated to "Ready for Activation", you may proceed to activate it.
- Enter your NRIC and last 7 digits of the SIM and you're done!
Scenario 2: You've received your SIM and your SIM upgrade status is "Ready for Activation" but you are unable to click on the button.
Please reach out to our customer service agents with the following:
- Last 4 characters of your NRIC
- SIM number e.g. 89650301220 XXXXXXX
- Order number e.g. 000001234567890123
- Screen recording of the error you are facing
Once you are connected with an agent, ensure that you are connected to Wi-Fi.
- We will manually activate your SIM card for you.
- Your old SIM will immediately be deactivated and your new SIM will be activated.
- Pop in your new 5G SIM.
- Refresh the app and purchase the 5G add-on to surf on hypersonic speeds!
Scenario 3: You've entered the correct NRIC and SIM number but are not able to proceed.
Please reach out to our customer service agents with the following:
- Last 4 characters of your NRIC
- SIM number e.g. 89650301220 XXXXXXX
- Order number e.g. 000001234567890123
- Screen recording of the error you are facing
Need help? You can get in touch via our contact channels here.