Direct Carrier Billing Service for App Stores

Direct Carrier Billing Service for App Stores

1. General Service Information

What is ‘Collect on Behalf’ or ‘Direct Carrier Billing’ Service for App Stores?
Direct Carrier Billing Service is a Collect on Behalf Service offered by StarHub that allows StarHub Postpaid Mobile Subscribers to purchase Apps, Games and In-App Content from app store such as Google Play Store and Windows Phone Store and charge it to their Postpaid Bill.

Is Collect on Behalf (or Direct Carrier Billing) Service available on iPhone App Store?
No. This service is only available on Google Play Store or Windows Phone Store.

Is Collect on Behalf (or Direct Carrier Billing) Service available to Prepaid or Business customer?
No. This service is only available to StarHub Postpaid Mobile - Consumer subscribers

What kind of content can be purchased from App Store using Direct Carrier Billing Service?
• Google Play Store
- Type of Content: Apps, Games, Books
- In-app Purchases
- Subscriptions
• Microsoft Windows Phone Store
- Type of Content: Apps, Games
- In-app Purchases

What specific terms and conditions are applicable to Collect on Behalf (or Direct Carrier Billing) Service?
This Service is governed by StarHub’s service specific terms for Billing and/or Collection on behalf of Third Party Application Stores Service found on StarHub Corporate Website.
By enabling this service on Google Play Store and Windows Phone Store, you agree to these Terms of Service.

Who can access my personal data?
Personal data you’ve given to us as your mobile operator can only be accessed by us.
Refer to Google and Microsoft Data Privacy terms for any personal data you may have disclosed to them during setup of Google or Microsoft accounts.

2. Restrictions

Why is Collect on Behalf (or Direct Carrier Billing) Service not available to me?
Your mobile service is barred or blocked from using carrier billing service via PRS barring

What is the transaction value limit and can it be changed?
• Customers are allowed to purchase up to a maximum of S$300.00/$600.00 (for selected customers, for Google play) worth of digital content per transaction.
• Transaction Value Limit is FIXED
• Customer can switch to an alternate payment method to complete purchase.

What is the monthly spending limit and can it be changed?
• Customers are allowed to purchase up to a maximum of S$300.00/$600.00 (for selected customers, for Google play) worth of digital goods per calendar month per App Store
• Monthly Spending Limit is FIXED
• Monthly Spending limit is reset on the first day of every month.
• Customer can switch to an alternate payment method to complete purchase.

3. Bill Presentation or Charges on StarHub Bill

How will the purchase look like on my bill?
All charges will appear under the Mobile Service used at the time of purchase.
Transactions will appear under a section called:
“Itemised Usage Details -> Collect of Behalf Goods/Services”

Google Play Store transactions will appear under sub-section: “Google Play Store” and Windows Phone Store transactions will appear under sub-section: “Windows Phone Store”.

Transaction details will include following details:
• Time of purchase
• Content name
• Content publisher name
• Charges

Will customer be charged additional 7% GST on purchases made using Collect on Behalf Service?
• You will be charged according to the list of the digital content on Windows Phone. The list price is inclusive of any applicable GST.
• StarHub will not charge additional GST on top of the list price.

Other than StarHub Bill, Do I receive an invoice or receipt for each purchase from Google or Microsoft as well?
• You'll receive an email invoice/receipt from Google/Microsoft in the mail account used on mobile device at the time of purchase.
• Email receipt will provide transaction info such as item name, date of transaction, support contacts and price breakdown (w applicable GST)
• You can also login to Google Wallet (http://wallet.google.com) or Microsoft Commerce (https://commerce.microsoft.com) website to check your transaction history.

4. Switch Payment method or Remove Collect on Behalf Service

Can I switch to an alternate payment method?
Yes. You can switch to another payment method at the time of purchase.

5. Switch SIM Card / Mobile Operator

I changed my SIM card and the Collect on Behalf (or Direct Carrier Billing) option is not shown.
If you replace the SIM Card in your device with a SIM card from another Operator, you will not be able to use carrier billing service from StarHub.
But if you replace the SIM Card with another SIM card from StarHub, you may be eligible to use carrier billing service.
Note: Replacing a SIM card will initiate the verification and provisioning process. Please ensure that your device is connected to Mobile Network and not Wi-Fi for data access.

If I switch from StarHub to another mobile carrier, can I still continue paying via Collect on Behalf (or Direct Carrier Billing) service?
When you switch to another mobile operator, you would need to go through the process of setting up this payment method for Google Play Store or Windows Phone Store purchases.
If the carrier that you switch to has not enabled this service, then you won't be able to use this payment option anymore.

How do I enable Collect on Behalf (or Direct Carrier Billing) service if I have changed my MSISDN / SIM card?
If you changed your SIM card or MSISDN, you will need to ensure your phone is provisioned to use this service.
Please connect your device to Mobile Network for data access instead of Wi-Fi for Mobile Service verification and provisioning to be completed.

6. Refund/Waiver of Charges

Can I obtain a refund for my purchase?
There is no refunds policy for purchases made through Collect on Behalf (or Direct Carrier Billing) Service.
It is your responsibility to ensure that the application is compatible with your device before the purchase. Also, refer to the application reviews and star rating to determine the quality of the app.

I would like to return an app on Windows Phone Store?
There is no refunds policy for purchases made on Windows Phone Store. All purchases are considered final upon successful purchase.

I would like to return an app on Google Play Store?
If you bought an Application or Game from Google Play Store, you will have 2 hours from the time of download to refund the purchase with a full refund.

How to return an app within the 2 hours return period:
• Launch Google Play on your device, Select Menu > My Apps, Select the app you'd like to return.
• If the 2 hours refund window has not yet passed, the app is eligible for refund and will have a button saying "Refund". Select the Refund option. After clicking “Refund” the client will automatically uninstall the application and trigger a refund.
• You can also check the status of the transaction within Google Wallet.

If the 2 hours return window has expired, you will have to contact the developer directly to initiate a refund. You'll find the developers' contact information in the description of the item and Google Wallet.

Please note that there are different refund policies for Books, Music, In-app-payments and Subscriptions. Generally, Google only allows a trial-period for Apps and Games (2 hours) as well as for some of the subscriptions (30 days), mainly magazines.

Note: All Refunds made within 2 hours are considered as “CANCELED” purchases.

7. Service Access

Do I need a StarHub Mobile Data connection to purchase content on Google Play or Windows Phone Store?
During the initial setup of Collect on Behalf (or Direct Carrier Billing) Service for digital content purchase, you will need to be logged on to StarHub’s 3G/4G network.
Once the setup is successfully completed, you may download the app over Wi-Fi connection or StarHub’s 3G/4G network.

Is it possible to purchase content and charge to your phone bill when in roaming?
You can only purchase content in Roaming Network if you have already setup Collect on Behalf (or Direct Carrier Billing) service on your mobile service in your home network.

Can purchases be made via PC / Mac?
No, Collect on Behalf (or Direct Carrier Billing) Service is available for purchases made from mobile device only.

Collect on Behalf (or Direct Carrier Billing) Service for Windows Phone Store FAQ

What are the pre-requisites to use Collect on Behalf (or Direct Carrier Billing) Service on Windows Phone Store
In order to use the service on Windows Phone Store, you will need to comply with the following pre-requisites:
1. You are a StarHub Postpaid Mobile subscriber
2. You must have a handset with Windows OS 7.x/8.x or higher
3. A valid Microsoft Account ( can also be set up during the registration process

Can I secure purchases with an ‘On-device’ PIN?
You are highly encouraged to setup a Wallet PIN on your windows phone device to protect your purchases in the Windows Phone Store.
Your Wallet PIN is different from your lock screen password. Here's how to do it:
• In the Apps list, tap ‘Wallet’.
• Tap ‘More’, and then tap ‘Settings+PIN’.
• Turn on the Wallet PIN switch, enter and confirm your new PIN (it must be at least 4 digits), and then tap ‘Done’.
• Select the ‘Use Wallet PIN to protect music, app, and in-app purchases’ check box.
You may refer to Windows Phone Wallet FAQs for more details:
http://www.windowsphone.com/en-us/how-to/wp8/basics/wallet-faq

Who should I contact if I have a question about a content purchase on Windows Phone Store?
You are encouraged to visit the Windows Phone Support site (http://www.windowsphone.com/en-SG/how-to/) for more information on general Windows Phone Store enquiries.
If you have an issue with your purchased application and you require support, please contact Microsoft through their support channels:
Microsoft Commerce: https://commerce.microsoft.com, Or
Windows Phone Support: http://www.windowsphone.com/en-sg/how-to/wp-support

You can also contact the application publisher/developer to provide feedback or report an issue about an application. Here’s how to do so:
•  Visit the application page on Windows Phone Store from your device.
•  After tapping on a specific app, flick left or right to bring customer reviews and ratings screen.
•  Rate the application and provide your comments in the review section for developer to acknowledge and respond.

Why can’t I see the Collect on Behalf (or Direct Carrier Billing) option on my device?
You have to make sure that:
• Windows Phone OS version 7.x or 8.x or higher
• You are connected via mobile network such as 4G, 3G, and 2G etc.
• You can force Service Discovery to run (and find Carrier Billing) by:
1. Power on the phone with no SIM in it.
2. Power off the phone
3. Insert a SIM card
4. Power the phone on
5. Make sure it’s connected to cellular data, and leave it for about 20 minutes.
• The account association between your Microsoft account and your mobile phone account (SIM card) has been successfully completed

Usually, if a purchase is declined, you will see an error message, which gives you a hint as to why the purchase couldn´t be processed.

Do I need a Microsoft account to use Collect on Behalf (or Direct Carrier Billing) Service on Windows Phone Store?
Yes, it is a pre-requisite to have a valid Microsoft account. You will receive an email receipt/invoice from Microsoft after each purchase/refund transaction. The email receipt contains detailed information regarding the transaction for your future reference.
If you don't have a Microsoft Account, you can easily set it up for free during the registration process or via web.

How to recover paid apps or games?
Your application purchases are tied to your Microsoft Account and can be installed an unlimited amount of times on any of your devices associated with your Microsoft address.
Refer to following link for details on reinstalling apps that you already own:
http://www.windowsphone.com/en-SG/how-to/wp8/apps/download-apps-and-games-faq
If it still doesn’t work, please contact Microsoft through their support channels:
Microsoft Commerce: https://commerce.microsoft.com, Or
Windows Phone Support: http://www.windowsphone.com/en-sg/how-to/wp-support

I have made a purchase on Windows Phone Store but the app failed to install. What can I do?
Your application purchases are tied to your Microsoft Account and can be installed an unlimited amount of times on any of your devices associated with your Microsoft address.
Refer to following link for details on reinstalling apps that you already own:
http://www.windowsphone.com/en-SG/how-to/wp8/apps/download-apps-and-games-faq
If you can’t find the Item in that you recently purchased in your purchase history, please contact Microsoft through their support channels:
Microsoft Commerce: https://commerce.microsoft.com/, Or
Windows Phone Support: http://www.windowsphone.com/en-sg/how-to/wp-support

Collect on Behalf (or Direct Carrier Billing) Service for Google Play Store FAQ

Which devices are compatible?
All Android devices with a software version 2.2 and Google Play 2.3.6 and higher. For subscriptions you need at least Google Play 3.5.

Why can’t I see the Collect on Behalf (or Direct Carrier Billing) option on my device?
You have to make sure that:
• The Google Play version is 3.4.x and higher
• You may need to clear the cache of Google Play to allow service discovery to take place:
1. Go to Applications in your Android Settings
2. Select Google Play application
3. Force Stop
4. Clear Cache
5. Open Google Play and accept the Terms of Services
• You are connected via mobile network such as 4G, 3G, and 2G etc.
• The account association between your Google account and your mobile phone account (SIM card) has been successfully completed
• The price of the item you want to purchase doesn't contain a ~ (tilde), this means it's only an estimated price and those can't be purchased via your phone bill

Usually, if a purchase is declined, you will see an error message, which gives you a hint as to why the purchase couldn´t be processed.

I have changed my SIM card and no Collect on Behalf (or Direct Carrier Billing) option is shown on Google Play.
If you changed your SIM card or MSISDN, you will need to ensure your phone is provisioned.
Please proceed with the following procedure in order to trigger a new provisioning:
1. Go to Applications in your Android Settings
2. Select Google Play application
3. Force Stop
4. Clear Cache
5. Open Google Play and accept the Terms of Services

I have switched to another mobile operator and the Collect on Behalf (or Direct Carrier Billing) option is not shown.
If you switch the SIM Card to another Operator, you are not allowed to use the service over your former Operator anymore. But if you switch to an Operator, who is providing the similar service as well, please do the following procedure:
1. Go to Applications in your Android Settings
2. Select Google Play application
3. Force Stop
4. Clear Cache
5. Open Google Play and accept the Terms of Services
The error code from the new operator will trigger a new user association. Your existing Email address will then be mapped to your new MSISDN.

Who should I contact if I have a question about a content purchase on Google Play Store?
Please contact the content publisher/developer that you made a purchase from if you have any questions or issues regarding the content or application.

You have two options to find the developers' contact information:
• Visit Google Play via the client and select the app via context menu ‘My Apps’
• On the app's description page, scroll down to the "Developer" section
• One of the following contact options will be provided: an email address, a phone number, or a website.
• Alternatively each purchase on Google Play is followed by the email with the purchase description and developer contact details.

Google Wallet (http://wallet.google.com) is a handy tool which contains all transactions and respective information regarding the developer.

Do I need a Gmail account to use Collect on Behalf (or Direct Carrier Billing)?
Yes, it is a pre-requisite to have a valid Gmail account even though you don´t want to use the email function. You will receive an email receipt/invoice from Google after each purchase/refund transaction. The email receipt contains detailed information regarding the transaction for your future reference.

Why are the available content types on Google Play Store changing when I am in Roaming?
Google Play usually displays the content types of the country from where you are currently accessing the store. So there might be a discrepancy of the content types displayed which you are used to and the content types you are eligible to purchase.
Unfortunately you are only able to purchase content with carrier billing which is enabled in your country. For the available content types the amount of money will be transferred into the currency of the country where your SIM card is registered.

I want to stop paying via Collect on Behalf (or Direct Carrier Billing) option, how can I do so?
To stop charging via Collect on Behalf (or Direct Carrier Billing), you can delete this payment method as mentioned below:
1. Sign in to your Google Wallet account at https://wallet.google.com/manage   
2. Click Payment methods along the left side of the page.
3. Click delete next to the Mobile Payment option.

You may switch to the other modes of payment by clicking on the small green arrow on the upper right side which appears during the purchase process. By clicking on the arrow you will see a drop down menu with all available payment methods.

How to recover paid apps?
Your application purchases are tied to your Google Account and can be installed an unlimited amount of times on any of your devices associated with your Gmail address. If you are being asked to purchase an application you have already purchased on Google Play on an existing or previous device, you might be using a different account than the one you were using at the time you made your purchase. Please choose the correct Google account which you easily can do via the Google Play menu. Please note that free applications are not saved to “My Apps” if you removed them from your device.

If it still doesn’t work, please contact the developer with the receipt of the purchase.

I have made a purchase on Windows Phone Store but the app failed to install. What can I do?
Your application purchases are tied to your Google Account and can be installed an unlimited amount of times on any of your devices associated with your Google address.
You can locate all your purchased apps under ‘My Apps’ section on Google Play on your mobile device.

Subscriptions on Google Play Store

How do I manage my subscriptions?
You can see all current / past subscriptions in your Google Wallet Account, in Google Play.
To access Google Wallet go to wallet.google.com and login with your Google Account.

How to cancel a subscription?
There are 2 ways to stop your subscription:
1. Google Wallet wallet.google.com
2. Google Play client (installed on the device)

Google Play considers the subscription valid until the end of the current billing cycle, i.e. the status of the subscription will not change in Google wallet before the next billing cycle would start. You can continue to enjoy the content for the rest of the cycle.

Can I carry over my subscriptions to a new Google Mail account?
Your subscription plan is tied to your Google Account.
Once you change your account and delete the old one all Apps and Subscriptions are lost.
If you want to keep your current subscriptions you will need to subscribe again.

What happens to my subscriptions if I change my phone?
Your subscription plan is tied to your Google Account. You can carry it on to another phone as long as it is and Android-based handset.
 
Can I change my subscription from Monthly to Yearly or other way around?
No, you can’t change it on your own. The developer decides about the subscription model hence the amount and billing period.

Can I obtain a refund for a subscription within 15 minutes like one-time payment?
Unfortunately, subscriptions are non-refundable within 15 minutes after subscribing to the service.
The only way of refunding a subscription is by contacting the developer.

What is a Free-trial period for subscription?
If you subscribed to a service with a free-trial period, you can test the service with a subscription model and the first charge will happen after the free trial period ends.
If you cancel the subscription within the trial period, you won´t get charged at all.

Are there any device specific requirements for Subscriptions?
The version of Google Play Store on your device may need an update. For subscriptions you need at least Google Play 3.5.

Google

Support Web Page Content

Google Wallet
(Customer login required)

Transaction History, Refunds functionality, Customer Support Contact, Billing Help links
Google Play Help Centre Self-Help Information, FAQs
Google Play Store (Customer login required) Transaction History, Refunds functionality, Customer Support Contact, Billing Help links

Microsoft

Support Web Page Content

Microsoft Commerce (Customer login required)

Transaction History, Customer Support Contact, Billing Help links
Windows Phone Support Self-Help Information, FAQs
Windows Phone Store (Customer login required) Transaction History