If you are traveling and want to avoid any unexpected roaming charges, ensure you have turned off both Roaming in the Circles App and your device. Read more about it here.
If you are not traveling but see an unexpected roaming charge on your bill, or if you had device roaming turned off but were still charged, you may be eligible for a waiver, you can raise a request via our App here.
How can I raise a waiver request for my AutoRoam Charges?
You may find our waiver request form on the Help Center or Billing Page in the App.
You should specify the month of charge and the type of charge.
The following details are required:
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Month of Charge
This is the month when the charge is incurred. For example, you receive your bill on the 3 March 2025 and you notice a $15 Autoroam charged on 1 Feb 2025. The Month of charge in this case should be February instead of March. -
Type of Charge
There are 3 types of charges supported in this waiver process, Autoroam $9, Autoroam $10 and Autoroam $15.
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Month of Charge
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Note: We've since renamed Pay-as-you-go as AutoRoam from April 2025. You will see both AutoRoam and Pay-as-you-go in the options in the form, you can select either one of them as long as the amount matches with what is being charged in your bill. |
Once we have validated that there is indeed a change with zero consumption, your waiver request will be immediately approved. You will also receive an email from us.
What if I have waivers that are more than 3 months old?
Automated waivers only applies to charges in the last 3 months.
If you have any charges older than 3 months, you can reach out to us here to do so manually.
Can I raise a request for all types of waivers?
No, the existing automated waiver request form is only applicable to Autoroam or Data Roam Pay-as-you-go.
If you would like to raise a waiver request for other types or charges, you may reach out to us here.
How many waivers can I raise?
You can only raise 1 waiver at a time via the App.
Every month, you are eligible to request a single type of waiver once. This means that, if you have raised a waiver request for AutoRoam ($10) charged in February 2025, you will not be able to raise the same waiver request for the same month.
How can I raise waiver request for another account?
If you would like to raise a waiver for another account, please log in to the app using the number you'd like to raise a request for.
When can I expect to see my waiver reflected in my bill?
Waiver requests are approved immediately. For waivers approved before the last day of the month, you will see the waiver applied in the following month's bill.
Alternatively, you may also check the Billing page in the App (see below)
Where can I see the waivers in my bill?
In your bill, click “See Breakdown” in the Discount section on the first page.
You should be directed to the Discount section immediately. You will see the waiver as one of the line items.
How can I view my past waiver requests?
We will be sending an email notification for all approved waivers, you may use these as records of your past waivers.
Why was I charged for AutoRoam/PAYG roaming even though I turned off roaming on my device?
To fully prevent accidental roaming charges, you must disable roaming in both your device settings and the Circles.Life App. Follow the instructions here to ensure roaming is completely turned off.
If you plan to use roaming in the future, don’t forget to switch both settings back on when needed!