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Business Postpaid Payment FAQ

Recurring GIRO


1
How do I submit my GIRO application form?

It is easy! Simply complete and mail the GIRO application form to:


STARHUB LTD (GIRO)
Singapore Post Centre,
P.O. Box 291,
Singapore 914010


  • Fax and email submission modes are not accepted.
  • GIRO forms that are photocopied, incomplete, or have amendments not countersigned by the applicant will be rejected.

Please note that the bank accepts only original completed GIRO application forms for processing and approval.


2
Why does my bank require the original GIRO application form?

The bank only accepts original completed GIRO application forms for application processing. Please mail the GIRO application form to:


STARHUB LTD (GIRO)
Singapore Post Centre,
P.O. Box 291,
Singapore 914010


3
How long does it take to process my GIRO application?

For GIRO application using paper form, it will require 4-6 weeks processing time upon our receipt of your StarHub GIRO application. We will then verify, process, and send the form to your bank for final application approval.


DBS or POSB Personal bank account holders who have applied for recurring GIRO via DBS iBanking website, AXS station will have their applications processed in 3-4 working days.


A system-generated letter of notification will be sent to you once your recurring GIRO application is approved by your bank.


Once GIRO is successfully set up for your Postpaid account, the deduction message “The total outstanding balance will be deducted from your <last 3 bank account no> via GIRO on dd/mm/yy.” will appear in your bill. 


4
How do I know if my recurring GIRO application or modification request has been processed successfully?

A system-generated letter of notification will be sent upon approval. The following message “The total outstanding balance will be deducted from your <last 3 bank account no> via GIRO on dd/mm/yy.” will appear on your StarHub bill as confirmation.


5
I have already set up the GIRO arrangement, when will my payment be debited from my bank account?

If you are enrolled in the recurring GIRO payment, your monthly payment will automatically be debited from your bank account on your StarHub bill due date. If that day falls on either a weekend, bank holiday or public holiday, your payment will be debited on the next working day.

You should continue to pay for your outstanding bill until the message “The total outstanding balance will be deducted from your <bank account no> via GIRO on dd/mm/yy.” appears in your bill.


6
How do I change my current GIRO arrangement to another bank?

Simply submit a new GIRO application request using StarHub GIRO Application/Termination Form and mail it back to us via post-paid mailer enclosed with the form to StarHub P.O. Box mailing address. The application is subject to your bank’s approval.


Do note that the approval of the latest GIRO arrangement by your bank will supersede existing payment instruction for the selected Account(s).


For the GIRO modification steps, please visit Paying my bills via GIRO.


7
Why was the GIRO deduction unsuccessful when there are sufficient funds in my bank account?

Unsuccessful GIRO deduction could be due to a few possible scenarios. Some of the common GIRO deduction rejection reasons by the banks are:

  • Deduction amount has exceeded the limit set.
  • Existing GIRO arrangement is terminated at the bank end.
  • Incoming funds not cleared.

Due to the Bank Secrecy Act, the banks will not disclose the actual reason to us. Please contact your bank directly to find out more.


8
What will happen if my recurring GIRO payment fails?

You would receive a notification letter if the GIRO payment was unsuccessful. To keep your account updated, please refer to the steps below to process another payment or configure your current set-up:


  • Please check if your recurring GIRO bank account is in order.
  • If necessary, please contact your bank to find out actual bank's rejection reason by providing them, your payment debit request date, amount and StarHub account's payment code.
  • If the GIRO bank account has been terminated or direct debit authorisation (DDA) has been cancelled, please re-apply a new recurring GIRO payment arrangement. For details, please visit Pay my bills via GIRO.


Please note that your recurring GIRO arrangement will be automatically terminated if the deduction is unsuccessful following the same rejection reason from your bank for 2 consecutive billing cycles.


Lastly, do remember to pay your current outstanding balance via other one-time payment method such as AXS, SingPost, or Internet Banking before your next bill to avoid service disruption. For a full list of payment options, please visit Pay Postpaid bills page.


9
Why did my bank charge additional bank service fee when there was an unsuccessful deduction from my designated GIRO bank account?

StarHub is not liable for any surcharges/fees imposed by the bank for unsuccessful deductions from the designated GIRO bank accounts. Hence, please maintain sufficient funds in your bank account for the GIRO deductions to avoid any administrative or late charges. For assistance, please contact your bank on these charges (if applicable).


10
Why did the payment method for my StarHub billing account change from GIRO to Cash?

GIRO arrangement will be terminated if the deduction is unsuccessful with the same rejection reason from your bank for 2 consecutive billing cycles.


11
Why does StarHub continue to debit my GIRO bank account despite terminating my StarHub service(s)?

Postpaid service termination and recurring GIRO payment termination must be requested and processed separately. As such, an explicit request for each one is required from the customer. Rest assured that the outstanding balance on your final StarHub bill would be paid via GIRO and bring your account balance to zero.


12
 How do I terminate my Postpaid account’s recurring GIRO payment arrangement?

To terminate a GIRO arrangement, please complete and return the StarHub GIRO Application/Termination Form to StarHub using the postage-paid mailer included with the form. Kindly note that termination will take effect from next billing cycle and when the recurring deduction message is no longer displayed on your StarHub bill.



Recurring Credit/Debit Card


1
How do I submit my Recurring Credit/Debit Card application form?

It is easy! Simply complete and return the Recurring Credit/Debit Card application form using the postage-paid mailer included with the form to the following address.


STARHUB LTD (RECURRING Credit/Debit Card)
Singapore Post Centre,
P.O. Box 291,
Singapore 914010


  • Email submission mode is not accepted.
  • Recurring Credit/Debit Card forms that are photocopied, incomplete, or have amendments not countersigned by the applicant will be rejected.

2
How long does it take to process my recurring Credit/Debit Card application?

The processing of the recurring Credit/Debit Card application will take approximately 3 working days upon receipt of the application form. A system generated letter of notification will be sent to you once your recurring Credit/Debit Card application has been approved.


3
How do I know if my Recurring Credit/Debit Card application or modification request has been processed successfully?

A system-generated letter of notification will be sent upon approval. The following message "The total outstanding balance will be deducted from your Credit Card account <last 4 card no> on dd/mm/yy.” will appear on your StarHub bill.


4
I have already set up recurring Credit/Debit Card arrangement, when will my payment be charged to my Credit/Debit Card?

If you are enrolled in the recurring Credit/Debit Card payment, your monthly payment will automatically be charged into your Card account on your StarHub bill due date. If that day falls on either a weekend, bank holiday or public holiday, your payment date will occur on the next working day.


You should continue to pay for your outstanding bill until the message "The total outstanding balance will be deducted from your Credit Card account <last 4 card no> on dd/mm/yy.” appears in your bill.


5
How can I change or update my recurring Credit/Debit Card details?

 You can submit another recurring Credit/Debit Card request to update the new Credit/Debit Card details for a particular Account(s). Do note that the approval of latest recurring payment will supersede existing payment instruction for the selected Account.


You can complete StarHub Recurring Credit Card Application/Termination Form and return us via postage-paid mailer included with the form. 


6
How do I update my new or latest Credit/Debit Card expiry date?

You can update using recurring Credit/Debit Card application payment form with completed Credit/Debit Card details including latest card expiry date for a particular Account(s). Do note that the approval of latest recurring payment will supersede existing payment instruction for the selected Account.


To update using StarHub Recurring Credit Card Application/Termination Form please complete and return us via postage-paid mailer included with the form.


7
How do I change current Recurring GIRO payment arrangement to Recurring Credit/Debit Card for my Postpaid account?

It’s easy! Here’s how to do so:


For American Express, MasterCard and Visa cardmember, please submit new recurring Credit/Debit Card application using StarHub Recurring Credit Card Application/Termination Form and mail it back to us via post-paid mailer enclosed with the form to StarHub P.O. Box mailing address.

Please note that approved new Recurring Credit/Debit Card arrangement will supersede existing payment instruction for the selected Account(s) and notifications. Do remember to terminate your StarHub GIRO setup on your banking platform to ensure no more GIRO direct debit deduction for your StarHub business Postpaid account in future.

For the Recurring Credit/Debit Card guide, please visit Pay my bills via Recurring or One-Time Credit Card.


8
Why was the recurring Credit/Debit Card deduction unsuccessful?

Unsuccessful Credit/Debit Card deduction could be due to a few possible scenarios. Some of the common Credit/Debit Card deduction rejection reasons by Card Issuers are:

  • Card declined.
  • Exceeded Credit Limit.
  • Pick up card (customer report loss of card/stolen card).

Due to the Bank Secrecy Act, the banks will not disclose the actual reason to us. Please contact your bank directly to find out more.


9
What will happen if my recurring Credit/Debit Card payment fails?

You would receive a notification letter if the recurring payment arrangement was unsuccessful. To keep your account updated, please refer to the steps below to process another payment or configure your current set-up:


  • Check if your recurring Credit/Debit Card details are in order.
  • If necessary, please contact your card issuer to find out the card issuer’s rejection reason. You may be asked to provide your payment charge request date, amount and StarHub account’s payment code.
  • If the expiry date of your recurring Credit/Debit Card is out-dated, please update the card expiration date details via FAQ 6 above.
  • If the Credit/Debit Card account is reported to be lost, stolen or cancelled, please re-apply new recurring Credit/Debit Card for your Postpaid account via FAQ 5 above.


Please note that your recurring Credit/Debit Card arrangement will be automatically terminated if the deduction is unsuccessful following the same rejection reason from your card issuer for 2 consecutive billing cycles.


Lastly, do remember to pay your current outstanding balance via other one-time payment method such as AXS, SingPost, or Internet Banking before your next bill to avoid service disruption. For a full list of payment options, please visit Pay Postpaid bills page.


10
What are the other available payment options available for customers?

StarHub offer various ways of paying your StarHub bills at your convenience. You can refer to the list of bill payment options available via our Business support website > Pay Postpaid bills page.


11
Should I contact StarHub or my card issuer about a recurring Credit/Debit Card charge for my Postpaid account that I do not agree on?

If you have additional payment-related inquiries, send us a message to our Business Support Feedback page so we can offer further assistance. Simply fill out the required details, click “Choose File” button to upload a supporting document (if any) and select “Submit” to complete the request.


We will do our best to address your concern, provide resolution, and respond quickly and professionally to your inquiry.


12
I just realised that my Credit/Debit Card tagged to my StarHub postpaid account has expired but why is it still able to successfully deduct every month?

As StarHub will continue to send the last updated Credit/Debit Card record to your nominated bank for deduction on each subsequent bill due date, the bank may, at its discretion, approve or reject any invalid information on the instruction. Please update us via StarHub Recurring Credit Card Application/Termination Form promptly should you have received a new Card Expiry Date. Should you have any enquiry on your card deduction status, please contact your Card Issuing Bank for assistance.


13
Why does StarHub continue to charge my Credit/Debit Card despite terminating my StarHub service(s)?

Postpaid service termination and recurring Credit/Debit Card payment termination must be requested and processed separately. As such, an explicit request for each one is required from the customer. Rest assured that the outstanding balance on your final StarHub bill would be paid via your registered Credit/Debit Card and bring your account balance to zero.


14
How do I terminate my Postpaid Account's Recurring Credit/Debit Card payment arrangement?

To terminate a Recurring Credit/Debit Card arrangement, please complete and return the StarHub Recurring Credit Card Application/Termination Form to StarHub using the postage-paid mailer included with the form.


Kindly note that termination will take effect from next billing cycle and that the recurring deduction message will no longer be displayed on your StarHub bill.



Cheque


1
Why is my account balance still not updated when I have already mailed out my cheque payment?

It can take up to 7 working days for a cheque to go through the entire clearing cycle. This include local Singpost delivery standard that is 2 to 4 working days, arrive your bank for clearance and send cleared cheque payment to us for payment posting into your invoice/account. Working days refer to Mondays to Fridays, excluding Public Holidays. Therefore, your cheque may still be in transit.


Please check your outstanding balance amount via My Business Account or StarHub Business Manager app in the next few days.


Alternatively, you may apply for Recurring GIRO or Recurring Credit/Debit Card to enjoy hassle free and avoid late payment charges fee.


2
What should I do if I have mailed out my cheque but did not provide my name, StarHub account number(s), and payment code(s)/invoice number(s) on the back of cheque?

The cheque with incomplete payment instruction will not be processed.


If you have further question, simply contact us via Business Support Feedback page, by completing the required details, providing us with your claimed cheque number, amount and date, then select “Choose File” button to upload your document if any and select “Submit” to complete the process.


3
Why did StarHub return the cheque to me without clearing to my account?

Cheques with insufficient information will not be processed and returned to the issuing bank.


Please provide your StarHub account number(s), and payment code(s)/invoice number(s) on the back of the cheque and mail out using StarHub BRE, available online at .


4
Why did I receive an Image Return Document for the cheque?

When a cheque could not be cleared by your bank, you will receive an Image Return Document (IRD) stating the reason(s) for the return. The reason why the cheque was not cleared can be found in the bottom half of the IRD.


Common reasons for return include:

  • Refer to drawer: Clarifications have to be sought from the person who issued the cheque.
  • Effects not cleared: There were incoming funds to the cheque issuer’s account, but they did not clear in time to fund this cheque.
  • Exceeds Arrangement: The cheque amount may have exceeded the transfer limit on the issuer’s account. Please clarify with your bank.
  • Awaiting Banker’s Confirmation: It is pending issuer’s bank confirmation to release the payment.


Re-Deposit Image Return Document in the bottom half of the IRD, locate either:

  • This IRD may be presented subject to conditions: This means that you can mail back the IRD to StarHub Ltd, Robinson Road Post Office, P.O. Box 81, Singapore 900131 (like a normal cheque) to process the cheque payment again. Kindly ensure that the conditions mentioned below the box are met.
  • This IRD cannot be presented: Please issue a new cheque to pay your outstanding amount.



Others


1
I just applied for recurring payment using Credit/Debit Card or GIRO. Do I need to continue to pay through current payment arrangement for my current monthly bill?

Please continue to pay your bill via current payment arrangement until you have been notified that your recurring payment application has been approved. You may refer to Pay Postpaid bills page for alternative payment options. Generally, the change in payment arrangement will take effect from the next billing cycle.


2
What are the benefits of paying my StarHub bills via Recurring Credit/Debit Card or GIRO?

Recurring bill payment is a hassle-free way of ensuring your bills are always paid on time. There are a number of benefits when your account is on recurring payment arrangement:

  • Hassle-Free
  • No worry about late payment
  • Avoid late payment fee
  • No need to queue for bill payment
  • Saves Time


For more information on application methods, please visit following website:


3
How long does it take to update my account for the payment I made today?

StarHub accepted payment channel(s) and their payment clearance day(s).


Payment Channel

Payment Update for StarHub Account(s)

Recurring GIRO

Within 3 business days from your bill due date

Recurring Credit/Debit Card

Within 3 business days from your bill due date

AXS

Within next business day from transaction date

Singpost

Within next business day from transaction date

NETS Kiosk

Within next business day from transaction date

StarHub ePayment

Within next business day from transaction date

7-Eleven

Within 3 business days from transaction date

Cheque

Within 3 business days upon receipt of cleared cheque

Internet Banking/Phone Banking

Within 3 business days from transaction date


4
How many days in advance do I have to notify StarHub to stop the upcoming Recurring Credit/Debit Card/GIRO deduction for my Postpaid Account, when I have a billing issue?

Simply contact us via Business Support Feedback page 8 business days before your latest bill due date to stop upcoming Recurring Credit/Debit Card/GIRO deduction. In addition, you should also inform your bank to stop the GIRO payment.


5
Can I choose to receive a notification from the payment I made using NETS or Debit/Credit/Debit Card?

You can set notification via Email or SMS when transaction charged into your NETS card, debit card or Credit/Debit Card through your bank setting(s). Please approach your bank if you have any enquiries regarding such payment notifications.


6
Why was my payment not reflecting on my latest bill?

There are a few possible scenarios that may cause your previous payment to not appear on your latest bill:

  • Your latest bill was already generated before you made the payment. Hence, the transaction will not be reflected until your next StarHub bill.
  • If you are on recurring GIRO or Credit/Debit Card payment, a waiver request that is in progress will result in "no deduction" to your latest bill unless specific otherwise by you.
  • StarHub did not receive the payment as it was wrongly sent to another Billing Organisation.


If you have additional payment-related inquiries, send us a message via Business Support Feedback page so we can offer further assistance. Simply fill out the required details, click “Choose File” button to upload a supporting document (if any) and select “Submit” to complete the request.


Additional information required to facilitate bill payment investigation before clicking “Submit” button via online feedback website:

  1. Payment Date
  2. Payment Amount (SGD)
  3. Payment Platform
  4. Paid to which StarHub Postpaid Account Number (E.g. 8.12345678S)
  5. Screenshot of the payment receipt/notification
  6. First 6 and last 4 digits of the card number if it’s paid using credit/debit card

7
What should I do if I overpaid my Postpaid account?

The overpaid amount will be reflected in your account or bill as credit balance. This amount will be automatically deducted from the outstanding balance on your next StarHub bill(s).


8
How long does it take to receive the refund cheque from StarHub upon request?

It will take us approximately 11 business days to process the refund upon receiving all the required documents.


Insufficient information or any error(s) in the refund request will affect the processing time. We seek for your understanding and collaboration to provide complete and updated details so that we can process the cheque in a timely manner.


9
How do I make one-time bill payment using Credit/Debit Cards for my StarHub bill(s)?

You can pay bills via the one-time Bill Payment or Pay Bills option on following online payment platforms:

  • AXS mobile app/website
  • SingPost SAM mobile app/website
  • Participated banking app/website (ie: DBS, POSB, HSBC, SCB)


Alternatively, you may set up a recurring bill payment arrangement for future bills with StarHub via American Express, Mastercard or Visa, where there will be an automatic charge into your nominated Credit/Debit Card on your StarHub bill due date.


Recurring bill payment is a hassle-free way of ensuring your StarHub Bills are always paid on time. There are a number of benefits when your account is on recurring payment arrangement:

√ Hassle-Free

√ No worry about late payment

√ Avoid late payment fee

√ No need to queue for bill payment

√ Saves time


For the full list of bil payment option, please visit www.starhub.com/business-payment .


PayNow QR


1
What benefits of paying my StarHub bills using PayNow QR?
  • Fast – Make payments almost instantly.
  • Easy – Enjoy ease of scanning PayNow QR on bill with reduced paperwork and better time management.
  • Secure – Funds transfer via Singapore PayNow banking and FAST network. 

2
Are there any StarHub charges for using PayNow QR to pay my StarHub bill?

It is FREE. There is no StarHub service fee imposed for using PayNow QR. 


3
What are the currencies supported by PayNow QR?

Only Singapore Dollar fund transfer is available for PayNow. 


4
How do I register for PayNow to use PayNow QR payment option?

You can register for PayNow account through your bank. PayNow is currently available to Consumer and Business customers of the participating banks. 


6
What is PayNow QR and how does it work?

PayNow QR on StarHub bill is a QR representation of StarHub PayNow bank account identifier with StarHub customer's Postpaid Account Number (example: 1.12345678S) and bill amount.


Such PayNow QR can be found on StarHub bill who are on non-recurring payment arrangement and with due balance. The availability of PayNow QR code on the bill is to save customer hassle and lowers of the risk of human errors while making payment to StarHub. After scanning the PayNow QR or upload the PayNow QR into the existing mobile banking application of the participating banks, your StarHub billing information is automatically appearing on your banking app. 


7
How do I make payment to StarHub via PayNow QR?

You can easily do so via your banking app that support PayNow QR via one of the following ways:


(a) Scan PayNow QR to Pay Bill
     1. Open your PayNow QR supported banking app.
     

     2. Tap on Scan to Pay or QR Pay on the app.
     

     3. Scan PayNow QR on your StarHub bill.
     

     4. Ensure your StarHub Billing Account No (example: 8.12345678S) is included under “Bill Reference No”,

         Payable Amount and Entity Name "STARHUB LTD" are populated on the banking app.
     

    5. Confirm and submit your PayNow request.
     

    6. Upon successful payment, you should receive a payment notification from your bank.


(b) Upload PayNow QR to Pay Bill
      If you are accessing your StarHub bill on a mobile, you may screenshot and import the PayNow QR image into

      the banking app when making payment.
     

      1. Open your PayNow QR supported banking app.
     

      2. Look for upload QR image or photo gallery to upload PayNow QR.
     

     3. Ensure your Postpaid Billing Account No (example: 8.12345678S) is included under “Bill Reference No", 

         Payable Amount and Entity Name "STARHUB LTD" are populated on the banking app.
     

     4. Confirm and submit your PayNow request.
     

     5. Upon successful payment, you should receive a payment notification from your bank.


For details, please visit our PayNow QR guide 


8
How will I be notified if my PayNow payments are successful?

Outgoing PayNow transactions will be reflected on your banking app. If you have subscribed to electronic banking notification, you will be able to receive notification confirmation for outgoing PayNow transactions from your bank.


9
Are transfers via PayNow safe and secure?

Yes. PayNow is secure and adopts the same high security standards established by the banking industry in Singapore for funds transfer. 


10
Is there a payment limit for PayNow?

The maximum limit for PayNow transfers via scanning of the PayNow QR code is up to a cumulative daily limit of S$1,000. Customer will be required to key in their two factor Authentication (2FA) number for transaction amount above S$1,000. For more details, please check with your respective PayNow participating bank for the maximum transaction limit. 


11
How long does it take for StarHub to update payment into my StarHub bill/account?

Your payment via PayNow QR will be posted on the next business day after your payment date. 


12
Can I use PayNow QR to pay on behalf of someone’s bill?

StarHub accept third party bill payment. 


13
I tried using PayNow QR to pay for my bill but I faced errors, what should I do?

If the error is relevant to banking app, please refer to your bank. 


14
I am unable to locate my StarHub bill. Can you send me copy of the PayNow QR Code?

PayNow QR is only available on StarHub bill with outstanding balance and account on non-recurring payment arrangement. For Business customer who has access to My Business Account or StarHub Business Manager app, you can download a copy of your StarHub bill.


15
Can I use PayNow QR to make partial payments on my bill?

You can make partial payment by editing the bill amount on PayNow supported banking app. 


16
I used PayNow QR and made partial payments on my bill, why is it that the balance is not changed when I used the PayNow QR again?

Successful PayNow QR payment with valid StarHub Postpaid Account No. (example: 8.12345678S) will be updated into your StarHub Postpaid Account the next business day. 


17
Will I be notified if my payment via PayNow QR is rejected?

Since PayNow QR transaction is made on your PayNow supported banking app, StarHub as a Billing Organisation will not have such visibility if the payment made via PayNow QR has been rejected by your Bank.


18
How soon will my payment be updated in my StarHub Business Manager app?

Successful PayNow QR payment with valid StarHub Postpaid Account No. (example: 8.12345678S) will be updated into your StarHub Postpaid Account the next business day.


19
How do I make manual PayNow payment to StarHub using StarHub PayNow Proxy?

We recommend to pay your outstanding balance by simply scanning or uploading the PayNow QR image from your StarHub bill. This will securely and automatically retrieve your account details for a hassle and error-free transaction.


Simply use your banking app that supports PayNow QR. For more details, please visit our PayNow QR guide.

               1. Log into your preferred bank mobile banking app.

               2. Select Scan QR / Scan & Pay / Upload PayNow QR option in the app.

               3. Scan or Save & Upload the PayNow QR code located on the payment stub on

                   your StarHub bill into your mobile banking app.

               4. Confirm payment.


If you insist to make manual PayNow payment to StarHub, please enter the complete StarHub Postpaid Account No. (example: 8.12345678S, refer below figure circles in green) under UEN/Bill Reference No. field on your banking app. Please note that invalid StarHub Postpaid Account No. will be rejected by the system and no payment update for your Postpaid Account No. will be reflected.


DBS app

Biz_PayNowQR_DBS app


20
Can I make a single manual PayNow payment to multiple StarHub billing accounts?

We only allow one PayNow transaction at a time to any StarHub Postpaid Account No.(example: 8.12345678S). This is to ensure accurate tracking and review of payment transactions.


21
What happens if I entered a wrong StarHub Billing Reference during my manual PayNow payment to StarHub?

StarHub reserves the discretion to accept or reject any incoming PayNow payment transaction with incorrect StarHub Postpaid Account No. and may return any unidentified bill payment made via PayNow to the same source of payment, through StarHub PayNow bank.


We seek your understanding to ensure that the correct StarHub Postpaid Account No. (example: 8.12345678S) has been reflected to the banking app should you choose to pay using PayNow via manual input of the StarHub PayNow Proxy.


Alternatively, we recommend you to pay StarHub bill by simply scanning or uploading the PayNow QR image from StarHub bill. This will securely and automatically retrieve your account details for a hassle and error-free transaction.


eGIRO