Prepaid Roaming FAQ

General

  1. What is Prepaid Roaming?
    Prepaid Roaming is a cost-saving way for all Happy Prepaid subscribers to call back to Singapore or to another country when they are overseas.

  2. What are the benefits of using Prepaid Roaming?
    With Prepaid Roaming, you can enjoy:

    o   Convenience as you can be contacted at the same mobile number
    o   No registration and subscription fees and you will only have to pay for what you use.
    o   No set-up charges for every call you make.
    o   Cheaper and more affordable rates.

  3. What do I need to do to enjoy the Prepaid Roaming service?
    To enjoy the Prepaid Roaming service, you need to activate the service before leaving Singapore as follows:

    o   Launch Happy Prepaid App > Go to 'Roaming' tab > Turn on 'Roaming Service'

    OR 
    o   Dial *123*333# on your phone
    o   Once the service is activated, you will receive a confirmation SMS.

  4. Do I have to pay to activate Prepaid Roaming Service?
    You do not need to pay any registration or monthly subscription charges.

  5. How do I use the Prepaid Roaming?
     
    Ensure that your mobile phone settings are enabled for roaming and log on to StarHub's preferred network partners. There are two ways to make a prepaid roaming call:

    o   GlobalRoam *116*

    Dial *116*<country code><area code><phone no.>#

    OR

    o   Direct Dial

    Dial +<countrycode><area code><phone no.>

    If you are calling back to Singapore, please omit <area code>

    If you are roaming in Happy Roam destinations, please follow the set-up instructions here 

  6. How do I deactivate Prepaid Roaming Service? 

          o   Launch Happy Prepaid App> Go to Roaming tab> Turn off 'Roaming Service'

OR

o   Dial *123*5*2*2# on your phone 

GlobalRoam*116*

  1. How do I use the GlobalRoam *116* prepaid roaming service?

    o   Dial *116*<Country Code><Area Code><Telephone Number># and press the DIAL button.
    o   You will see this message on your mobile phone "Please wait while we process your request.  Call charges will apply when you answer the call.  Thank you for using StarHub's GlobalRoam service."
    o   You will receive an incoming call from the system.  After you answer the call, you will hear a message "Please wait"
    o   If the call is successful, you will hear the recipient's ringing tone and the call will be connected when the recipient answers the call.

  2. Do I need to do anything after I have initiated a GlobalRoam*116* request and pressed the dial button?
    No. If the request is successful, you will see this message on your mobile phone "Please wait while we process your request. Call charges will apply when you answer the call. Thank you for using StarHub's GlobalRoam Service."

  3. How will I know whether my GlobalRoam*116* request has been received by the system?
    If the request is successful, you will see this message on your mobile phone "Please wait while we process your request. Call charges will apply when you answer the call. Thank you for using StarHub's GlobalRoam Service"

  4. Can I use GlobalRoam*116* calls when I am in Singapore?
    No, GlobalRoam*116* can only be used when you are roaming overseas.

  5. Can I use GlobalRoam*116* to call an overseas number?
    Yes, you can use GlobalRoam*116 to call any of the StarHub roaming destinations when you are roaming overseas. However, please note that this list is subjected to change without prior notice.

  6. Can I use GlobalRoam*116* in any overseas destinations I travel to?
    At the moment, not all overseas operators support the GlobalRoam*116 service. If you cannot initiate a successful GlobalRoam*116* call, please switch to another overseas operator and try again. However, please note that this list is subjected to change without prior notice.

  7. Can I use GlobalRoam*116* to call a Singapore number?
    You can use GlobalRoam*116* to call any Singapore fixed or mobile numbers.

  8. Can I use GlobalRoam*116* to call 1633 (StarHub's Customer Service), 1303 (to retrieve Voicemail) and 1302 (to deposit Voicemail)?
    Yes. calls will be charged at the prevailing rates. For example, to call 1633, please key in *116*651633# and press the Dial button.
    However, there will be a short time lag between the time when the 1633, 1302 or 1303 system voice prompts start playing and the time you actually get connected to 1633, 1302 or 1303. Hence, you may possibly miss out on certain portions of the voice announcements.  Please use the Interactive Voice Response (IVR) system to guide you on the next steps.

  9. What will my friend hear if I use the GlobalRoam*116* service to call him/her?
    Your friend will receive an incoming call, which will be shown on their mobile phone as "Private Number" or "Withheld". When they answer that call, they will hear an automated voice announcement that says "You have an incoming call. Please hold while we try to connect you." While they hold the line, you will receive an incoming call. Once you answer the incoming call, the two of you will be connected and the conversation can take place.

  10. What happens if I enter a wrong telephone number?
    If the number that you entered is not a valid Singapore number, you will either receive a message "Sorry, you have entered an invalid request format. Please try again." Or "Sorry, the intended party cannot be reached. Please try again later."

  11. Will the GlobalRoam*116* service work if I have activated the "Divert all calls" function on my mobile phone?
    No. You will receive a message that says: "You have forwarded your mobile calls to another number. Please cancel the call forwarding feature and try again."

  12. What happens if my friend is unreachable or engaged when I use GlobalRoam*116* service? Will I be charged for the call?
    You will receive this message "Sorry, the intended party cannot be reached. Please try again later." You will not be charged for this call because charges are effective only from the point when you answer the incoming call connecting you to the intended recipient.

  13. What happens if my friend terminates the call before I get connected to him/her? Will I be charged for the call?
    You will receive a message notifying you that "Sorry, the intended party has terminated the call." You will not be charged for this call because charges are effective only from the point when you answer the incoming call connecting you to the intended recipient.

  14. What happens if I try to reach my friend with GlobalRoam*116* and he diverts his/her calls to another number? Will I be charged for the call?
    You will be connected to the telephone number that your friend has forwarded his/her calls to. Charges are effective only from the point when you answer the incoming call connecting you to the recipient.

  15. What happens if I'm on the line or am unreachable when an incoming call comes and the intended party is waiting? Will I be charged for the call?
    If you do not answer the incoming call, you will not be charged. You will be informed with a message that says: "The call was unsuccessful as the system was unable to reach you. Please try again."

  16. What happens if I do not answer the incoming call that was put on hold? Will I be charged for the call?
    The call will be considered unsuccessful as the system was unable to connect to you within 20 seconds. You will not be charged and you will receive the SMS "Sorry, the intended party cannot be reached. Please try again later."

  17. What happens if I did not answer the incoming call but put the call on hold? Will I be charged for the call?
    The call is considered successful. You will be charged from the point you accept the call including the duration the call was put on hold.

  18. What happens if I do not answer the incoming call or my friend missed my call, will my friend know that the call was from me?
    Yes. Your friend in Singapore will be able to view your mobile number if you have subscribed to Caller Number Display. They will be able to return your call. If your friend is overseas, your mobile number may not be shown to them as this is subject to the arrangement between the overseas operator network that he/ she is logged onto and the service provider that he/she subscribes to.

  19. What happens if I initiate a GlobalRoam*116* call one after another?
    You may receive a message "Please wait, we are still processing your previous request." Only one call will be successfully connected or you will receive a message accordingly.

  20. What if I have initiated a GlobalRoam*116* call from an overseas destination/operator that is not included in this list and received this message "Thank you. Your request is being processed." Should I be expecting this call?
    Yes, it is likely that the particular overseas operator you are logged onto supports GlobalRoam *116, so please wait for the incoming call. We would appreciate if you could forward this information (i.e. the overseas destination/operator) to us via 1633 when you are back in Singapore. This will help us to update our list of overseas operators who support GlobalRoam*116, in order for us to serve our customers better.

  21. If I am roaming overseas, how do I know if the overseas operator I have logged onto supports GlobalRoam*116?
    If the overseas operator supports GlobalRoam*116*, you will receive this message "Thank you. Your request is being processed." after you have initiated a GlobalRoam*116* call. If the overseas operator does not support GlobalRoam*116, you may encounter the following scenarios:
    You may receive a message that states "Not Done", "Request Failed", "Request Not Completed" or "Unsuccessful" (the actual message will be depend on your handset) or you do not receive any successful reply message despite repeated attempts.

  22. Is GlobalRoam*116 supported by all handsets?
    Any latest handset models that are "Phase 2 compliant" will support GlobalRoam*116*. Please note that BlackBerry 6720 does not support GlobalRoam*116*.

  23. Why do I keep getting the message "Sorry, the service is temporarily unavailable, please try again later" when I try to initiate a GlobalRoam*116* call?
    There are 2 possible reasons:

    o   there is network traffic congestion at that point in time; or
    o   the system is undergoing service maintenance.

  24. If I am roaming overseas, am I able to make a normal outgoing IDD call using GlobalRoam*116*?
    No. GlobalRoam*116* does not support normal outgoing IDD calls. To make a call, simply follow these steps:

    o   Turn on your handset to be logged on to a foreign operator network in the destination you are roaming in.
    o   Dial *116<Country Code><Area Code><Telephone Number># and press the DIAL button.
    o   You will see this message on your mobile phone "Thank you. Your request is being processed."
    o   The party that you are trying to contact will receive an incoming call, and you will see "Private Number" or "Withheld" on your mobile phone when you receive a "call back".
    o   While the intended party picks up the call, he/she will hear an announcement "You've an incoming call. Please hold while we try to connect you."
    o   While the intended party is holding the call, you will receive an incoming call (i.e. the "call back"). Once you pick up the call, you will be able to talk to the intended party.

  25. Can my friends leave voice messages in my voicemail while I am overseas?
    No. Once you log on to the foreign network, your friends and relatives cannot deposit voice messages to your voicemail. However, your friends can deposit voice messages by following these steps.

    1.     Call 1302/ 98501302
    2.     Key in your mailbox number, which is your Happy Prepaid number followed by the # key
    3.     Deposit the voice message for you and you will be notified via SMS
    4.     Press *9 when finish depositing the message or just hang up.

    You will be notified via SMS to retrieve your voice messages.

Prepaid Roaming Charges

  1. What charges do I have to pay for using Prepaid Roaming to call?
    When you use Prepaid Roaming to call, you only pay the published rates depending on which country you are roaming in. There is no call-setup charge for each successful call you initiate.

  2. Are there any minimum set-up charges for using Prepaid Roaming?
    No, you only pay the published rates depending on which country you are roaming in.

  3. Do I need to maintain a minimum card balance in order to use Prepaid Roaming Service?
    Yes. You need to maintain a minimum main wallet balance of $8
  4. Do I need to maintain any minimum card balance in order to receive a call while roaming?
    No. There is no minimum card balance to receive calls while you are overseas. However, it would be good to ensure that you have sufficient balance on your Happy Prepaid Card as you may not be able to complete your conversation if your card balance is running low.

  5. Do I get charged for receiving SMS while roaming using Prepaid Roaming?
    No, you will not be charged for receiving SMS while roaming.

  6. What does my friend pay when he/she answers the incoming call to get connected to me?
    If your friend is in Singapore, he/she pays the local incoming call charges (if any) imposed by his/her mobile operator. If he/she is roaming overseas, he/she will pay the usual roaming call charges. Charges are effective only from the point when he/she answers the incoming call.

Account Management & Balance Enquiry

 

  1. How do I know what my card balance is after I have made a roaming call?
    You can check your balance via Happy Prepaid or dial *123#
  2. Will there be charges when i use Happy Prepaid App and *123# menu when I am overseas?
     
    No, there will be no charges.

 

Topping Up Overseas

1.     How do I top up my Happy Prepaid SIM card while I am overseas?
You can top up your SIM card overseas via 

a) Happy Prepaid App
Go to 'Top Up' Tab, choose your preferred methods (Mastercard, VISA, eNets/ Mobile P StarHub

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