SmartSupport is the one-stop solution for all your mobile issues. Not only will you receive your swap or replacement device within 4 hours* in Singapore, you will also have access to tech advice for your device and anything that is connected to it.
Get Tech Support by downloading the SmartSupport app now. Simply click on this link https://smartsupport.app.link/web to download.
No, SmartSupport is not a mobile insurance plan. You can request a swap or replacement of your device, for any reason.
No, you are not able to sign up to SmartSupport if you purchase a mobile device at retail price with no contract.
With SmartSupport, your swapped or replacement device will be delivered to you within 4 hours* in Singapore. Additionally, with the SmartSupport app, Tech Support for your device and anything that is connect to it will be available at your fingertips.
Eligibility For Enrolment
You can only sign up for SmartSupport at the same time when you contract a new postpaid mobile line or re-contract your existing postpaid mobile line and purchase a new handset.
Yes, as long as each new device is associated with a postpaid mobile plan.
You will be billed a monthly fee via your StarHub bill. Your first month’s bill will be pro-rated to your commencement date.
Yes, there is no minimum contract period. You can terminate your SmartSupport service at any time.
SmartSupport is only available for sign up at point of purchase when you contract a new postpaid mobile line or re-contract your existing postpaid mobile line and purchase a new device at StarHub retail outlets.
No, SmartSupport service is not transferable and will be terminated once the transfer takes effect.
The changes in SmartSupport (refresh)
The terms and conditions have been changed to better reflect the current market conditions for mobile devices.
The adjustments are necessary to reflect the current market pricing of mobile devices.
No. The revised terms and conditions will apply.
SmartSupport now offers you greater value. On top of putting a device in your hands within 4 hours* in Singapore, you can reach out to our Tech Specialists via the SmartSupport app for advice on your device and anything connected to it.
Simply click on this link https://smartsupport.app.link/web to download.
No, you do not follow the new Terms & Conditions. The Terms & Conditions which applied at the time you signed up for SmartSupport will continue.
To enjoy Tech Support features, you need to use the SmartSupport app. With the app, simply click on chat or call and you will be connected to our Tech Specialists.
No. To make a Service Request, you need to call the SmartSupport Centre at 800 852 6030 or +65 6822 2255 (when overseas).
You can call SmartSupport Centre at 800 852 6030 or +65 6822 2255.
This is dependent on the stock availability at the point of service request.
You will not be able to request for a new device as the allocation is based on stock availability.
If you reject the Like Mobile Device due to colour, your service request will be cancelled.
No. On a goodwill basis, we may offer you the option to wait for up to 30 days for your device (same make, model and colour as your current device) to be available.
StarHub will contact you once stock is available.
If there is no stock after 30 days, we will contact you to offer a Like Mobile Device (may be same make/different model or different make/different model as compared to your device).
If you reject the offer of a Like Mobile Device, your service request will be cancelled.
Modified Device refers to either software or hardware modification or both.
a) Software modification - means 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’
b) Hardware modification - means any modification made to a device’s hardware not undertaken or authorised by the original equipment manufacturer.
Once you accept the replacement device, we will become the owner of your original device and we may register the IMEI of the original device with the Singapore Police Force to protect our rights.
As we are the owner of the original device, you must to return the original device to us. For return process, please contact SmartSupport Centre at 800 852 6030 or +65 6822 2255 (when overseas).
Device Replacement/Service Request
When you file a service request, the device offered to you as compared to your original device:
- may be new or refurbished;
- if it is refurbished, it may contain original or non-original manufacturer parts;
- has same or greater memory;
- may be a different make, model or colour;
- has a different IMEI
You may file up to 2 service requests in any rolling 12-month period. The table below shows how it works:
Individual Mobile Plan Service Request Limit
Service Request 1
Service Request 2
Service Request 3
12 months after Shipment Date of Service Request 1
Service Request 4
12 months after Shipment Date of Service Request 2
We will only accept your Service Request if:
a. SmartSupport status is active (i.e. mobile line is active);
If your mobile line has been reinstated recently, you can make a service request 30 day after reinstatement.
b. the IMEI you furnish tallies with 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.
c. you are within the service request limit;
d. no outstanding StarHub charges under the Mobile plan;
e.you provide any additional information reasonably requested by us including in the form of a signed confirmation or acknowledgment.
Delivery & Payment
No accessories will be included. You cannot file a service request for an accessory.
For replacement request, the following will be included:
a. Transceiver with built-in battery / transceiver only (for models without built-in battery)
b. Charger (if the replaced device is different make) will be included.
c. SIM card (upon request).
For Swap request, only transceiver with built-in battery. (For models without built-in battery, we will only deliver the transceiver.)
No, the swap/replacement device does not come in original packaging.
The device will be sent to either your registered or billing address on: (i) the main island of Singapore; (ii) Sentosa; or (iii) Jurong Island and the 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 timing will depend on destination. Payment must be via credit card for overseas shipment.
Acceptance Time of the Replacement or Swap Request
|Monday to Saturday, 8am to 1:59pm
||Within 4 hours
|Monday to Friday, 2pm to 11:59pm
||By 12pm the next business day
|Saturday, 12am to 7:59am
||By 12pm on the same day|
|Saturday, 2pm to Monday, 7:59am||By 12pm on Monday|
#For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday.
##Acceptance Time means the time that your Service Request is accepted by the SmartSupport Centre.
You can pay via credit card or debit card or any other payment method as offered by StarHub.
You will need to hand over your existing device to our courier delivering the swapped device. If you fail to hand over your existing device, our courier will not handover the swapped device to you and additional charges may apply.
Tech Support (TS)
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.
With the SmartSupport App, you can call or chat with a Tech Specialist anytime from 9am to 6pm each day.
SmartSupport App allows you to call or chat with a Tech Specialist with a tap of a button. In the app, you will find contents to help you solve common tech issues, learn about new phone features, apps, etc.
The Tech Specialists are available daily from 9am to 6pm.
Simply click on this link https://smartsupport.app.link/web to download the SmartSupport App.
You will have access to tech advice for your device and anything that is connected to it with the SmartSupport App.
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 with the SmartSupport App.
Examples of other devices or 3rd party applications that may be connected to your device are:
- Bluetooth® devices and accessories
- Cloud services
TS 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. TS cannot support any missing features or issues within the app.
The SmartSupport App will support 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 in order 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 enrolled with SmartSupport.
No, SmartSupport App will not have access to any of your personal data on your device.
Tech Support is available daily from 9am - 6pm.
Simply click on this link https://smartsupport.app.link/web to download SmartSupport App.
Once downloaded, please open the app and register your 8-digit mobile number to activate the SmartSupport App.
Simply click the “Chat” or “Call” button in the home menu of the SmartSupport App and it will connect you to our Tech Specialists.
You can chat with our Tech Specialists via the SmartSupport App when you are overseas (data roaming charges may apply). Please note that the click to call button will not work if you are overseas.
TS provides unlimited support. You can click to chat or call as often as you need through the SmartSupport App.
In addition to calling or chatting, a Tech Specialist is able to provide instant support to you in the comfort of your own home by accessing your phone remotely. To start a remote session, you will need to accept the Tech Specialist’s request to access your phone. Only with your approval, you can share screen and have the Tech Specialist troubleshoot issues under your supervision. The connection will be disconnected once the session ends or you can terminate it by tapping on “End Session” on your notification bar at any time.
Top 5 questions:
- 1. I am travelling overseas, how can I activate roaming or manage data?
- 2. How do I pay my bills online?
- 3. How do I check the speed of my broadband connection?
- 4. How do I check the balance on my prepaid card?
- 5. I am moving house, how do I migrate all of my StarHub services to the new residential address?