How can we help you today?

SmartSupport provides worry-free care for your new mobile device. Replace or swap your device locally within 4 hours for any reason or arrange a delivery if you are overseas.

You may enjoy the following:

• 3 Swaps in a rolling 12 months
• 1 Replacement in a rolling 12 months
• Tech Support
• Securing Advisor

SmartSupport enables you to replace or swap a device locally within 4 hours for any reason. In addition, you can enjoy (a) technical support for all your devices and anything that is connected to it and (b) the security advisor feature.

You can sign up for SmartSupport when you:

• recontract or sign up for a Mobile+ or new 4G 2-year mobile plan and purchase a mobile device.
• sign up for a new 4G SIM Only plan and purchase a mobile device.
• purchase a mobile device from any StarHub Shop and are an existing SIM Only customer.

Warranty programs typically cover manufacturers' defects, you will not be able to request for a replacement device under their terms.

SmartSupport allows you to replace or swap your device locally within 4 hours* for any reason. In addition, you can enjoy (a) technical support for all your devices and anything that is connected to it and (b) the security advisor feature.

From 31 August 2023 onwards, you can sign up for SmartSupport via StarHub Shop, Online Store or StarHub App when you:

• sign up or transfer from your existing StarHub plan to a Star Plan

You can also sign up for SmartSupport at any StarHub Shop or Online Store when you:

• recontract or sign up for a Mobile+ or new 4G 2-year mobile plan and purchase a mobile device.
• sign up for a 4G SIM Only plan and purchase a mobile device.
• purchase a mobile device from any StarHub Shop and are an existing SIM Only customer.

Definitely! You can add on SmartSupport when:

• the mobile devices are purchased at the point of recontract or sign-up to a Mobile+ or new 4G 2-year mobile plan.
• the mobile devices are purchased from StarHub Shop and you are an existing SIM Only customer.

You can remove SmartSupport via StarHub App anytime, with no termination charges.

Manage your add-on via StarHub App:

• Step 1: Log in and tap on "Mobile".
  
• Step 2: Select the mobile line that you wish to unsubscribe SmartSupport from.
  
• Step 3: Select "Manage plan & add-on".
  
• Step 4: Tap on SmartSupport and follow the steps. You will be asked to review and confirm your changes before submitting the request.
  

The add-on will be removed from the next cycle of your current subscription.

No, you can't. You can only sign up for SmartSupport at any StarHub Shop, Online Store or via the StarHub app when you:

• sign up or transfer from your existing StarHub plan to a Star Plan.

Or at any StarHub Shop or Online store when you:

• purchase the mobile devices at the point of recontract or sign-up of a Mobile+ or new 4G 2-year mobile plan.
• purchase the mobile devices from us and you are an existing SIM Only customer.

Unfortunately not, SmartSupport will be terminated at the same time.

A Replacement request happens when your existing mobile device is no longer in your possession.

A Swap request is when your existing mobile device is collected back, in exchange for a like mobile device (new or refurbished).

It's fuss-free! Simply click here to make a Service Request.

You may receive a new or refurbished mobile device which (as compared to the original device enrolled):

• is of similar make and functionality;
• has same or greater memory capacity;
• maybe a different make, model or colour;
• has a different IMEI;
• does not include any accessory; and
• may contain original or non-original manufacturer parts if it is refurbished.

It's simple! Please see examples below:

You are eligible if:

1. the IMEI you furnish matches our record; If your Registered Device was replaced by a device provider under warranty of the original equipment manufacturer (OEM), you must inform SmartSupport Centre to update IMEI together with the official proof of replacement from OEM.
2. You have an active mobile line and SmartSupport service;
3. there are no outstanding StarHub charges under the mobile plan;
4. you provide any additional information reasonably requested by us including a signed confirmation or acknowledgement;
5. You are within the Service Request limit;
6. your Service Request is not for a Device Accessory;
7. you have not transferred, retailed, sold, or hired your Registered Device to another person;
8. the Registered Device is on StarHub network before making a Service Request; and
9. you are not using the SmartSupport service for a commercial gain or illegal activities.

A new or refurbished device will be issued based on the stock availability at the point of Service Request.

Unfortunately not, a new or refurbished device will be issued based on the stock availability at the point of Service Request.

If you reject the Like Mobile Device due to colour, your Service Request will be cancelled.

A Modified Device is one where the original software and/or hardware has been altered.

Software modification: any modification made to a device's operating system not undertaken or authorised by the original equipment manufacturer and includes software modification known as 'jail-breaking' and 'rooting'.

Hardware modification: any modification made to a device's hardware not undertaken or authorised by the original equipment manufacturer.

Upon acceptance of the Replacement device, you are agreeing to transfer of the ownership of the old mobile device. To protect our rights, we will register the IMEI of the old mobile device with the Singapore Police Force.

Upon acceptance of the Replacement device, StarHub becomes the owner of the original mobile device. Please click here to arrange the return of the original device.

For a smooth experience, please ensure the following steps are completed prior to the arrival of our courier:

1. Disable any personal lock and security feature
2. Delete all data from your existing device and perform a factory reset

It is important that you complete the steps above prior to the arrival of the courier. Our courier will not be able to wait for you to do the above.

You may incur additional fees if the above is not completed upon arrival of our courier.

Simply click here to check Service Request status.

Our devices are subjected to quality inspection to ensure that they are free from defects. You will also be able to check the device condition at the time of delivery.

To give you a peace of mind, devices provided by SmartSupport comes with a 6-month warranty against manufacturer defects and malfunctions, simply make a warranty exchange here.

It's easy! You can click here to change the delivery schedule, before 7pm on the day before your scheduled delivery. You will receive a confirmation of the rescheduled delivery.

Do note that you must be personally present to accept the delivery and have your ID/NRIC on hand for verification while accepting the delivery of the device.

You can click here and log in to chat with our live agent between 9am – 9pm daily.

You need not furnish any supporting document as SmartSupport provides a 6-month warranty which starts from the date of delivery of each mobile device received upon your Service request.

From 31 August 2023 onwards, if your SmartSupport subscription is under Star Plan, the payment for your monthly renewal will be deducted from your debit/credit card or wallet, depending on the original mode of payment you've selected when purchasing SmartSupport. If you have made your first payment with wallet credits and for subsequent renewal there is not enough balance, we will charge the remaining or whole monthly renewal fee to the debit/credit card linked to your Star Plan.

If your SmartSupport subscription is under a 2-year plan or SIM Only plan, the monthly subscription will be charged to your StarHub bill. The subscription for the first month will also be pro-rated based on the date of commencement.

Yes The fees vary depending on the retail price of your Registered Device. For your reference, we have included the table below:

You can pay via credit card, debit card or any other payment method as offered by StarHub.

No, the Like Mobile Device does not come in original packaging.

For each Service Request, we will be providing:

• a transceiver with built-in battery or a transceiver only;
• a charger if the device is of a different make;
• and a replacement SIM card (upon request).

The device will be sent to your registered or billing address on:

• The main island of Singapore
• Sentosa
• Jurong Island
• Outlying islands of Singapore

Yes, you must be personally present to accept the delivery and have your ID/NRIC on hand for verification while accepting the delivery of the device.

Yes. Additional charges will apply, and delivery time will differ in accordance with the destination. Payment for the charges required can only be made via a credit card.

Tech Support gives you instant access to a Tech Specialist to solve any technology issue related to your device. Unlike traditional support, you don't have to call multiple numbers to get help on your connectivity to different manufacturer devices. From setup and real-time troubleshooting to discovering all your device's amazing features, our tech experts help you unlock your device's full potential - so you can be more productive and remain connected. Tech Support offers unlimited, all-inclusive tech assistance.

You can call or chat with a Tech Specialist anytime from 9am to 6pm daily via online or through the SmartSupport App.

It's easy and hassle-free! Log on to our online portal or download the SmartSupport App to chat with our Tech Specialists from 9am to 6pm daily.

You will have access to tech advise for your device and anything that is connected to it.

For example, our Tech Specialists can help you with:

• Migration of your data between devices
• Enhancement of your device's performance (e.g. Improve battery life, more responsiveness, more storage, etc.)
• Optimization of your device to your lifestyle (email, browsing, games, etc.)
• Connectivity with other devices in and out of your home

You will have access to tech advice for your device and anything that is connected to it.

Examples of other devices or 3rd party applications that may be connected to your device are:

• Apps
• Bluetooth^® devices and accessories
• Computers
• Printers
• Routers
• TVs
• Cloud services
• Wi-Fi

Tech Support does not support the following:

• devices which are jail-broken or rooted
• apps not downloaded from Google Play or App Store
• 3rd party applications that do not relate to the device

Any legitimate 3rd party applications that are available on official APP stores, such as Google Play and App Store. Tech Support cannot support any missing features or issues within the app.

The SmartSupport App supports Android (OS 5.0 and above) and iOS (iOS 9.0 and above) devices only. Please note that you must have an active SIM installed to use the App.

Simply install the SmartSupport App on your new device with the same mobile number and you're good to go!

No, you can only install the SmartSupport App onto the device which is subscribed to SmartSupport.

No, the SmartSupport App will not have access to any of your personal data on your device.

You can reach the Tech Specialists through your online portal or the SmartSupport App from 9am to 6pm daily.

Security Advisor enables you to perform

1. A Security Scan to detect if your email address and any personal information associated with it have any data breaches and recommends steps to secure your information.
2. A Security Assessment and receive recommendations on good cyber habits and preventive measures to protect your online data,

and if you need more help, our trained Security Advisor Specialists are there to assist you (9am - 6pm daily).

Click here to register.

You will need to input 1 email address for scanning.

This email address will be the permanent email used for Security Advisor scanning so it is important that you reconfirm the email address that you would like to register.

All you need is to register your email address and we will scan the web to find out if it has been associated with any data breaches.

The security scans may be able to identify sources of compromised data and recommends steps to secure your information.

And if you need help along the way, our trained Security Advisor Specialists are there to assist you (9am – 6pm daily).

Click here to reach the Security Advisor Specialists.

No. You cannot change the email address once the registration for Security Advisor is completed.

We are constantly reviewing our services to suit the current needs. Effective 31 March 2022, SmartSupport will come with more features, eg. a new feature called Security Advisor. Furthermore, as a SmartSupport subscriber, you get to access to other services.

No, you do not follow the new terms and conditions. You will continue to follow the SmartSupport Terms and Conditions as communicated and agreed by you at the point of sign-up.

SmartSupport provides worry-free care for your new mobile device. Replace or swap your device locally within 4 hours for any reason or arrange a delivery if you are overseas.

You may make 2 Swaps or 1 Replacement and 1 Swap every 12 months, from the date of delivery of your first service request. Make a Service Request here.

In addition, enjoy access to tech advice for your device and anything that is connected to it online or via the SmartSupport App.

You can sign up for SmartSupport when you:

• recontract or sign up for a Mobile+ or new 4G 2-year mobile plan and purchase a mobile device.
• sign up for a new 4G SIM Only plan and purchase a mobile device.
• purchase a mobile device from any StarHub Shop and are an existing SIM Only customer.

Warranty programs typically cover manufacturers’ defects, you will not be able to request for a replacement device under their terms.

SmartSupport allows you to replace or swap your device locally within 4 hours* for any reason. In addition, you can enjoy technical support for all your devices and anything that is connected to it online or via the SmartSupport App.

^*See delivery hours

You can sign up for SmartSupport at any StarHub Shop or Online Store when you:

• recontract or sign up for a Mobile+ or new 4G 2-year mobile plan and purchase a mobile device.
• sign up for a 4G SIM Only plan and purchase a mobile device.
• purchase a mobile device from any StarHub Shop and are an existing SIM Only customer.

Definitely! You can add on SmartSupport when:

• the mobile devices are purchased at the point of recontract or sign-up to a Mobile+ or new 4G 2-year mobile plan.
• the mobile devices are purchased from any StarHub Shop and you are an existing SIM Only customer.

This is a no-contract add-on, hence you can deactivate SmartSupport via My Account or the StarHub App anytime, with no termination charges.

To deactivate the service via StarHub App:

• Log in and tap "Mobile"
• Select "Add-ons"
• Go to "Other add-ons" and tap "Manage"
• Locate SmartSupport and tap "Remove"
• Review your changes and submit

No, you can’t.
You can only sign up for SmartSupport at any StarHub Shop or Online Store when you:

• purchase the mobile devices at the point of recontract or sign-up of a Mobile+ or new 4G 2-year mobile plan.
• purchase the mobile devices from us and you are an existing SIM Only customer.

No, you will not be affected by the change. You will continue to enjoy the SmartSupport Terms and Conditions as communicated and agreed by you at the point of sign-up.

The new SmartSupport Terms and Conditions only apply when you purchase a new mobile device during the change of mobile plan.

A Replacement request happens when your existing mobile device is no longer in your possession.

A Swap request is when your existing mobile device is collected back, in exchange for a like mobile device (new or refurbished).

It's fuss-free! Simply click here to make a Service Request.

You may receive a new or refurbished mobile device which:

• is of similar make and functionality;
• has same or greater memory capacity;
• maybe a different make, model or colour;
• has a different IMEI;
• does not include any accessory; and
• may contain original or non-original manufacturer parts if it is refurbished.

A 2-in-12 limit means you may make 2 Swaps or 1 Replacement and 1 Swap every 12 months (Limit). Please see below for an illustration:

You are eligible if:

a. the IMEI you furnish matches our record;
If your Registered Device was replaced by a replacement device provided under warranty of the original equipment manufacturer (OEM), you must inform SmartSupport Centre to update the IMEI together with the official proof of replacement from OEM.

b. you have an active mobile line and SmartSupport service;

c. there are no outstanding StarHub charges under the mobile plan;

d. you provide any additional information reasonably requested by us including a signed confirmation or acknowledgment;

e. you are within the service request limit;

f. your service request is not for a Device Accessory;

g. you have not transferred, retailed, sold, or hired your Registered Device to another person;

h. the Registered Device is on StarHub network before filing of service request;

i. the Registered Device is not used for a commercial gain or illegal activities.

A Modified Device is one where the original software and/or hardware has been altered.

Software modification: any modification made to a device’s operating system not undertaken or authorised by the original equipment manufacturer and includes software modification known as ‘jail-breaking’ and ‘rooting’.

Hardware modification: any modification made to a device’s hardware not undertaken or authorised by the original equipment manufacturer.

For a smooth experience, please ensure the following steps are completed prior to the arrival of our courier:

1. Disable any personal lock and security feature
2. Delete all data from your existing device and perform a factory reset

It is important that you complete the steps above prior to the arrival of the courier. Our courier will not be able to wait for you to do the above.

You may incur additional fees if the above is not completed upon arrival of our courier.

Yes. The fees vary depending on the retail price of your Registered Device. For your reference, we have included the table below:

For each Service Request, we will be providing:

• a transceiver with built-in battery or a transceiver only;
• a charger if the device is of a different make;
• and a replacement SIM card (upon request).

The device will be sent to your registered or billing address on:

• the main island of Singapore
• Sentosa
• Jurong Island
• outlying islands of Singapore

Tech Support gives you instant access to a Tech Specialist to solve any technology issue related to your device. Unlike traditional support, you don’t have to call multiple numbers to get help on your connectivity to different manufacturer devices. From setup and real-time troubleshooting to discovering all your device’s amazing features, our tech experts help you unlock your device’s full potential - so you can be more productive and remain connected. Tech Support offers unlimited, all-inclusive tech assistance.

You can call or chat with a Tech Specialist anytime from 9am to 6pm daily via online or through the SmartSupport App.

You will have access to tech advice for your device and anything that is connected to it.

For example, our Tech Specialists can help you with:

• Migration of your data between devices
• Enhancement of your device's performance (eg. Improve battery life, more responsiveness, more storage, etc.)
• Optimization of your device to your lifestyle (email, browsing, games, etc.)
• Connectivity with other devices in and out of your home

You will have access to tech advice for your device and anything that is connected to it.

Examples of other devices or 3^rd party applications that may be connected to your device are:

• Apps
• Bluetooth® devices and accessories
• Computers
• Printers
• Routers
• TVs
• Cloud services
• Wi-Fi

Tech Support does not support the following:

• devices which are jail-broken or rooted
• apps not downloaded from Google Play or App Store
• 3^rd party applications that do not relate to the device

Yes, you can reach our Tech Specialists through our online portal or the SmartSupport App from 9am to 6pm daily.

If you're using the SmartSupport App, please note that data roaming charges apply. You can activate our affordable overseas data here.

Remote Access happens when you authorise our Tech Specialist to access your mobile device without a face-to-face contact.

To start a remote session, you will need to accept the Tech Specialist’s request to access your mobile device. Upon acceptance, our Tech Specialist will be able to review your mobile device and troubleshoot any issues under your supervision. The session will be disconnected upon resolving the issues and our Tech Specialist will no longer have access to your device. You can also choose to terminate the session any time by tapping “End Session” on your notification bar.