If you are overseas, unwell, or otherwise unavailable, you do not need to handle your StarHub transaction in person. Authorise a family member, friend, or colleague to visit a StarHub Shop on your behalf.

Every third-party transaction requires a Letter of Authorisation (LOA) signed by you, plus the correct identification documents. The table below lists every eligible transaction and exactly what your representative needs to bring.

Before you send someone: Check the table below carefully. Some transactions require original NRIC/FIN documents, not photocopies. StarHub staff will not proceed if the correct originals are not presented.

Eligible Transactions and Required Documents

Transaction	Required Documents
Change of service number Digital Voice Home or mobile number	Letter of Authorisation Copy of subscriber's NRIC/FIN
Downgrade of plan, Value Added Service, Channels with surcharge, or Promotional ETC	Letter of Authorisation Copy of subscriber's NRIC/FIN
Recontract of Services	Letter of Authorisation Subscriber's original NRIC/FIN Third party's original NRIC/FIN
Transfer of Ownership (Mobile)	Letter of Authorisation (signed by transferor) Transferor and transferee's original NRIC/FIN Note: The transferee must be present in-store. This is treated as a new sign-up and requires in-person verification.
Transfer of Ownership Broadband, TV, HomeHub, Digital Voice Home	Transfer of Ownership (TRO) form Letter of Authorisation Copy of transferor and transferee's NRIC/FIN
Terminate service (with or without contract)	Letter of Authorisation Copy of subscriber's NRIC/FIN
Replacement of SIM card	Letter of Authorisation Subscriber's original NRIC/FIN Third party's original NRIC/FIN
Full Mobile Number Portability	Letter of Authorisation Copy of subscriber's NRIC/FIN/Pass/Passport
Request for Refund	Letter of Authorisation Copy of subscriber's NRIC/FIN Copy of third party's NRIC/FIN
Receive or Collect Handset Recontract customers only	Letter of Authorisation Subscriber's original NRIC/FIN/Passport Third party's original NRIC/FIN/Passport

What You Need to Prepare

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1. Letter of Authorisation (LOA)

A signed, physical LOA is mandatory for every third-party transaction without exception. You write and sign this yourself. StarHub provides a sample template for reference.

Download Sample LOA Template

Writing your own LOA? It must include all three of the following:

The service type and transaction the subscriber is authorising the third party to perform

Full name and NRIC/FIN/Passport number of both the subscriber and the authorised third party

Signature of the registered subscriber. Thumbprints are not accepted.

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2. Transfer of Ownership (TRO) Form

Required for transferring Broadband, TV, HomeHub, or Digital Voice Home services. Unlike the LOA, you cannot draft your own TRO form. Download and complete the official form below.

Download TV/Broadband Transfer of Ownership Form

Mobile transfers: The TRO form is not used for mobile plan transfers. The transfer is completed in-store, as StarHub staff must physically verify the transferee's identification documents.

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3. Personal Identification

Accepted identification: NRIC, FIN, or Passport.

Copy accepted

Photocopy or scan of NRIC/FIN is sufficient for lower-risk transactions

Original required

Recontract, SIM replacement, mobile ownership transfer, and handset collection all require the physical original

Check the transactions table above to confirm which format is required for your specific transaction. StarHub staff will not proceed without the correct documents.

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Skip the queue with an appointment

Your third party books ahead at selected StarHub Shops to avoid waiting.
Find a StarHub Shop and book an appointment.

Frequently Asked Questions

Q What must a Letter of Authorisation include?

It must state the specific service and transaction being authorised, the full name and NRIC/FIN/Passport number of both the subscriber and the authorised person, and the subscriber's handwritten signature. Thumbprints are not accepted. You write and print the LOA yourself, or use StarHub's sample template as a guide.

Q How does a StarHub mobile ownership transfer work?

A mobile ownership transfer is handled entirely in-store. The transferee (the person taking over the plan) must be physically present, as StarHub staff need to verify their identity documents. The transfer is treated as a new sign-up for the transferee. Both the transferor and transferee must bring their original NRIC/FIN documents. An LOA signed by the transferor is also required.

Q Is the Transfer of Ownership form the same for mobile and broadband?

No. For Broadband, TV, HomeHub, and Digital Voice Home transfers, you complete the official TRO form before visiting the store. For mobile plan transfers, there is no separate TRO form to prepare. The transfer is completed directly in-store by StarHub staff.

Q Does the subscriber need to be present for any of these transactions?

For most transactions, no. The authorised third party handles the visit using the LOA and required documents. The exception is mobile ownership transfers, where the transferee (the person receiving the plan) must be present in-store. The subscriber (transferor) does not need to attend, but must provide a signed LOA.

Q Where do third-party transactions take place?

All third-party transactions must be completed in person at a StarHub Shop. Find your nearest StarHub Shop and book an appointment to skip the queue.

Disclaimer:
This content is provided for general information and convenience. While we take care in preparing our articles, readers should refer to official sources or professional advice for specific, up-to-date details.