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Mobile Prepaid

Prepaid Roaming

General

  1. What is Prepaid Roaming?
    Prepaid Roaming is a cost-saving way for all GREEN Prepaid subscribers to call back to Singapore when they are overseas.
  2. What are the benefits of using Prepaid Roaming?
    With Prepaid Roaming, you enjoy:
    • Convenience as you can be contacted at the same mobile number
    • No registration and subscription fee and you only pay for what you use
    • No set-up charge for every call you make
    • Cheaper and more affordable rates
  3. What do I need to do to enjoy this Prepaid Roaming Service?
    To enjoy this Prepaid Roaming service, you need to activate the service before leaving Singapore.
    • Key *111# and press the DIAL button
    • You will receive a message on your mobile phone "Thank you. Your request is being processed."
    • Once the service is activated, you will receive an SMS "You are activated for Prepaid Roaming. To call while overseas, you must have a minimum card balance of $8. To check your card balance, key *113# & press SEND."
    • Please follow steps (a) to (c) if you receive a message on your mobile phone "We are unable to process
      your request, please try again.      "
    Alternatively, you can call our Customer Care Hotline at 1633 to activate Prepaid Roaming service.
  4. Do I have to pay to activate Prepaid Roaming Service?
    If you activate using short code *111#, you do not need to pay. There are no registration and monthly subscription charges.
  5. How do I use Prepaid Roaming?
    • Turn on your handset to log on to a foreign operator network in the destination you are roaming in.
    • Dial *123*<Country Code><Area Code><Telephone Number># and press the DIAL button.
    • You will see this message on your mobile phone "Thank you. Your request is being processed."
    • 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".
    • 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."
    • While the intended party is holding the call, you will then be able to receive an incoming call (i.e. the "call back"). Once you pick up the call, you are able to talk to the intended party.
  6. Do I need to do anything after I have initiated a Prepaid Roaming *123* request and pressed the dial button?
    No. If the request is successful, you will see this message on your mobile phone "Thank you. Your request is being processed." The call will automatically be disconnected and you simply wait for the incoming call.
  7. How will I know whether my Prepaid Roaming *123* request has been received by the system?
    If the request is successful, you will see this message on your mobile phone "Thank you. Your request is being processed."
  8. Can I use Prepaid Roaming *123* calls when I am in Singapore?
    No, Prepaid Roaming *123* can only be used when you are roaming overseas.
  9. Can I use Prepaid Roaming *123* to call an overseas number?
    Yes, you can use Prepaid Roaming *123 * to call any of the StarHub roaming destinations. For a list of supported destinations/operators, please click here. However, please note that this list is subjected to change without prior notice.
  10. Can I use Prepaid Roaming *123* in any overseas destinations I travel to?
    At the moment, not all overseas operators support Prepaid Roaming. If you cannot initiate a successful Prepaid Roaming *123* call, please switch to another overseas operator and try again. For a list of supported destinations/operators, please click here. However, please note that this list is subjected to change without prior notice.
  11. Can I use Prepaid Roaming *123* to call a Singapore number?
    You can use Prepaid Roaming *123* to any Singapore fixed or mobile numbers.
  12. Can I use Prepaid Roaming *123* to call 1633 (StarHub's Customer Service), 1303 (to retrieve Voicemail) and 1302 (to deposit Voicemail)?
    Yes. For example, to call 1633, please key in *123*651633# and press the Dial button.
    However, there will be a short time lag when the 1633, 1302 and 1303 system voice prompts start playing, to the time you actually get connected to 1633, 1302 and 1303. Hence, you may possibly miss out on certain portions of the voice announcements.
    Calling 1633
    You are likely to hear "Press 2 for Mandarin (in Mandarin)" or even prompts after this.
    Press 1 for English and press 2 for Mandarin. Beyond this point, the Interactive Voice Response (IVR) system will guide you.
    If you hold the line without pressing 1 or 2, your call to 1633 will automatically end in about 75 to 90 seconds.
    You will be charged as the call is considered successful.
    Calling 1303
    You are likely to hear "The mailbox number that you’ve just entered is incorrect. Please re-enter the mailbox number followed by the # key." There will be a short pause of approximately 5 to 7 seconds.
    Key in the mailbox number followed by the # key. Beyond this point, the mailbox will prompt you for a password and you will need to enter the password followed by the # key.
    If you hold the line without keying in the mailbox number followed by the # key, the call will automatically end in about 45 to 50 seconds.
    Calling 1302
    You are likely to hear something like "The mailbox number that you’ve just entered is incorrect. Please re-enter the mailbox number followed by the # key." There will be a short pause of approximately 5 to 7 seconds.
    Key in the intended mailbox number followed by the # key. Deposit the voice message when you are prompted to do so.
    If you hold the line without keying in the intended mailbox number followed by the # key, the call will automatically end in about 45 to 50 seconds.
  13. What will my friend experience when I use Prepaid Roaming *123* to call him/her?
    Your friend will receive an incoming call, which is shown on their mobile phone as "Private Number" or "Withheld". When they answer that call, they will hear a voice announcement that says "You’ve 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.
  14. 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."
  15. Will Prepaid Roaming *123* work if i activated "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."
  16. What happens if my friend is unreachable or engaged when I use Prepaid Roaming *123*? 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.
  17. 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.
  18. What happens if I try to reach my friend with Prepaid Roaming *123* 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.
  19. 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."
  20. 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."
  21. 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 on hold duration.
  22. 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 subscribe to Caller Number Display and they can choose to return call to you. If your friend is overseas, your mobile number may not be shown to them. This is subjected to the agreement between the overseas operator network that he/ she is logged onto and the service provider that he/she subscribes to.
  23. What happens if I initiate a Prepaid Roaming *123* call one after another?
    You may receive a message "Please wait, we are still processing your previous request." or calls will be setup according to your request. Only one call will be successfully connected or you will receive a message accordingly.
  24. What I initiated a Prepaid Roaming *123* 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 Prepaid Roaming *123*, 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 facilitate our updated list of overseas operators who support Prepaid Roaming *123*, in order for us to serve our customers better.
  25. If I am roaming overseas, how do I know if the overseas operator I have logged onto supports Prepaid Roaming?
    If the overseas operator supports Prepaid Roaming, you will receive this message "Thank you. Your request is being processed." after you have initiated a Prepaid Roaming *123* call. If the overseas operator does not support Prepaid Roaming *123*, you may encounter the following scenarios:
    You may receive a message that states "Not Done", "Request Failed", "Request Not Completed" or "Unsuccessful" (actual message is handset dependent)
    You do not receive any successful reply message despite repeated attempts.
  26. Is Prepaid Roaming supported by all handsets?
    Any latest handset models that are "Phase 2 compliant" will support Prepaid Roaming. Please note that BlackBerry 6720 does not support Prepaid Roaming.
  27. Why do I keep getting the message "Sorry, the service is temporarily unavailable, please try again later" when I try to initiate a Prepaid Roaming *123* call?
    There are 2 possible reasons:
    • there is network traffic congestion at that point in time.
    • the system is undergoing service maintenance.
  28. Why If I am roaming overseas, am I able to make a normal outgoing IDD call instead of using of Prepaid Roaming?
    No. Prepaid Roaming does not support normal outgoing IDD calls. To make a call, simply follow these steps:
    • Turn on your handset to be logged on to a foreign operator network in the destination you are roaming in.
    • Dial *123*<Country Code><Area Code><Telephone Number># and press the DIAL button.
    • You will see this message on your mobile phone "Thank you. Your request is being processed."
    • 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".
    • 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."
    • 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 are able to talk to the intended party.
  29. Can my friends leave voice messages in my voicemail while I am overseas?
    No. Once you logon 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 Green 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. Click Here to view the rates.
  2. What Is there any minimum set-up charge for using Prepaid Roaming?No, you only pay the published rates depending on which country you are roaming in.
  3. Is there any minimum card balance that I need to maintain in order to use Prepaid Roaming *123*?Yes. The minimum card balance that you need to maintain in your account in-order use Prepaid Roaming *123* is S$8.
  4. What happens if my card balance is below S$8? Will I be able to call using Prepaid Roaming?You will not be able to initiate a call and you will receive this message on your mobile phone: "Sorry, you have insufficient card balance to make this call. Please top-up your card and try again."
  5. Is there any minimum card balance that I need to maintain 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 if you can ensure that you have sufficient balance in your Green Prepaid Card as you may not be able to complete your conversation if your card balance is running low.
  6. Do I get charged for receiving SMS while roaming using Prepaid Roaming?No, you will not be charged for receiving SMS while roaming.
  7. 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.

Card Balance and Prepaid *113# Balance Enquiry

  1. How do I know my card balance after making a Prepaid Roaming *123* call?
    After each call you will receive a message on your mobile phone to inform you of your card balance. The message reads "Card Balance: $xx.xx. Expiry Date: DD/MM/YYYY. Please top-up if your card balance is below $8."
    Alternatively, you can dial *113# and press the dial button. You will receive a message: "Card Balance: $xx.xx. Expiry Date: DD/MM/YYYY. Please top-up if your card balance is below $8."
  2. Can I dial *113# and press Dial button to check my card balance when I am in Singapore? Is there any other way to do balance enquiry when I am in Singapore?
    Yes, you check your balance enquiry by dialing *113# and press the Dial button when you are in Singapore. You can also check your card balance by dialing our Prepaid Hotline at 98500000. You will not be charged for calling this hotline number.
  3. Am I charged when I use *113# and press Dial button?
    No, you are not charged when you enquire about your card balance.
  4. If I hear a beep tone(s) while engaged on the line, what does it mean?
    The beep tone(s) represents that your card balance is low. You will hear the first beep tone when your card balance reaches $5. When your card balance reaches $2, you will hear another beep tone. When there is no credit in your card, you will hear 3 beep tones. The call will be terminated shortly upon hearing the beep tones.

Prepaid *112*Top-Up

  1. How do I top-up my card balance while I am overseas?
    You can top up your GREEN Prepaid card with Happy Prepaid top-up cards or top up online while you are overseas.

    To top up with any Happy Prepaid top-up cards, you can dial *112* <top-up card number>* <PIN number># and press the Dial button while you are overseas. It is advisable for you to buy additional Happy Prepaid Top-Up Cards before you travel.

    To top up online, simply click here and follow the simple instructions on your screen to complete the transaction. Please note that only credit cards issued from Singapore can be used to top up your GREEN Prepaid card.
  2. How do I know if I have successful topped up my card?
    You will receive a message on your mobile phone: "You have topped up $xx.xx. Your previous card balance is $yy.yy. Your new card balance is $zz.zz, expiring on DD/MM/YYYY."

    If the top-up has failed, you will receive "Sorry, you have entered an invalid top-up card number or PIN numbers. Please try again." Please do check to make sure that you have entered the correct top-up card and PIN numbers before pressing the Dial button.
  3. Are there any maximum number of retries to enter the correct top-up card and PIN numbers?
    Yes. If you top-up using the same top-up card number over 6 attempts, your top-up card will be suspended on the 7th attempt. Once your top-up card is suspended, your top-up card will no longer be valid. You will receive a message on your mobile phone "Sorry, your top-up card has been suspended as you have exceeded the number of tries."
  4. What happens if the top-up card that I am trying to use is a used or expired top-up card?
    If the top-up card that you are using is a used top-up card, you will receive a message on your mobile phone "Sorry, your top-up card has been used."
    If the top-up card has expired, you will receive a message on your mobile phone "Sorry, your top-up card has expired. Please purchase a new top-up card."
  5. What are the credit cards that can be used for the top-up online?
    Both VISA and MasterCard credit cards which are issued in Singapore can be used for the top-up online.

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