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SmartSupport FAQ

SmartSupport $14 FAQ (w.e.f. 31 March 2022)


1
What is SmartSupport?

SmartSupport provides worry-free care for your new mobile device. Replace or swap your device locally within 4 hours for any reason or arrange a delivery if you are overseas.

You may enjoy the following:

  • 3 Swaps in a rolling 12 months
  • 1 Replacement in a rolling 12 months
  • Tech Support
  • Securing Advisor

2
Why subscribe to the SmartSupport service?

SmartSupport enables you to replace or swap a device locally within 4 hours for any reason. In addition, you can enjoy (a) technical support for all your devices and anything that is connected to it and (b) the security advisor feature.


3
I have purchased a mobile device at retail price from a StarHub Shop. Can I add on SmartSupport?

You can sign up for SmartSupport when you:

  • recontract or sign up for a Mobile+ or new 4G 2-year mobile plan and purchase a mobile device.
  • sign up for a new 4G SIM Only plan and purchase a mobile device.
  • purchase a mobile device from any StarHub Shop and are an existing SIM Only customer.

4
My devices have manufacturers' warranty. Why should I sign up for SmartSupport?

Warranty programs typically cover manufacturers' defects, you will not be able to request for a replacement device under their terms.

SmartSupport allows you to replace or swap your device locally within 4 hours* for any reason. In addition, you can enjoy (a) technical support for all your devices and anything that is connected to it and (b) the security advisor feature.

Eligibility


1
Who is eligible for SmartSupport?

You can sign up for SmartSupport at any StarHub Shop or Online Store when you:

  • recontract or sign up for a Mobile+ or new 4G 2-year mobile plan and purchase a mobile device.
  • sign up for a 4G SIM Only plan and purchase a mobile device.
  • purchase a mobile device from any StarHub Shop and are an existing SIM Only customer.

2
Can I sign up to SmartSupport for more than one device?

Definitely!  You can add on SmartSupport when:

  • the mobile devices are purchased at the point of recontract or sign-up to a Mobile+ or new 4G 2-year mobile plan.
  • the mobile devices are purchased from StarHub Shop and you are an existing SIM Only customer.

3
Can I terminate SmartSupport anytime?

This is a no-contract add-on, hence you can deactivate SmartSupport via My Account or the My StarHub App anytime, with no termination charges.

To deactivate the service via My StarHub App:

  • Log in and tap "Mobile"
  • Select "Add-ons"
  • Go to "Other add-ons" and tap "Manage"
  • Locate SmartSupport and tap "Remove"
  • Review your changes and submit

4
I have a mobile device that is not purchased from StarHub.  Can I still sign up for SmartSupport?

No, you can't. You can only sign up for SmartSupport at any StarHub Shop or Online Store when you:

  • purchase the mobile devices at the point of recontract or sign-up of a Mobile+ or new 4G 2-year mobile plan.
  • purchase the mobile devices from us and you are an existing SIM Only customer.

5
Can I retain my SmartSupport upon termination of the corresponding StarHub mobile line?

Unfortunately not, SmartSupport will be terminated at the same time. 


6
I am transferring my mobile line to a family member/friend. Will my existing SmartSupport be transferred to him/her?

Definitely!  Your SmartSupport subscription for the existing Registered Device will not be affected by this change.

 Device Replacement or Swap (Service Request)


1
What is the difference between a Replacement and Swap request?

A Replacement request happens when your existing mobile device is no longer in your possession.

A Swap request is when your existing mobile device is collected back, in exchange for a like mobile device (new or refurbished).


2
How do I make a Service Request?

It's fuss-free! Simply click here to make a Service Request.


3
What is the like mobile device I will be receiving when I make a Swap or Replacement request?

You may receive a new or refurbished mobile device which (as compared to the original device enrolled):

  • is of similar make and functionality;
  • has same or greater memory capacity;
  • maybe a different make, model or colour;
  • has a different IMEI;
  • does not include any accessory; and
  • may contain original or non-original manufacturer parts if it is refurbished.

4
How do the Service Requests work?

It's simple!  Please see examples below:


Illustration of Service Request Limit for Swaps
Service Request 1 Swap (anytime)
Service Request 2 Swap (anytime)
Service Request 3 Swap (anytime)
Service Request 4 Swap (12 months after Shipment Date of Swap Service Request 1)

5
Am I eligible to make a Replacement or Swap request?

You are eligible if:

  1. the IMEI you furnish matches our record; If your Registered Device was replaced by a device provider under warranty of the original equipment manufacturer (OEM), you must inform SmartSupport Centre to update IMEI together with the official proof of replacement from OEM.
  2. You have an active mobile line and SmartSupport service;
  3. there are no outstanding StarHub charges under the mobile plan;
  4. you provide any additional information reasonably requested by us including a signed confirmation or acknowledgement;
  5. You are within the Service Request limit;
  6. your Service Request is not for a Device Accessory;
  7. you have not transferred, retailed, sold, or hired your Registered Device to another person;
  8. the Registered Device is on StarHub network before making a Service Request; and
  9. you are not using the SmartSupport service for a commercial gain or illegal activities. 

6
How do I know if I will get a new or refurbished device?

A new or refurbished device will be issued based on the stock availability at the point of Service Request.


7
Can I request for a new device?

Unfortunately not, a new or refurbished device will be issued based on the stock availability at the point of Service Request.


8
Can I reject the offer of a Like Mobile Device which is the same make and model but of a different colour?

If you reject the Like Mobile Device due to colour, your Service Request will be cancelled.


9
What is a Modified Device?

A Modified Device is one where the original software and/or hardware has been altered.

Software modification: 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'.

Hardware modification: any modification made to a device's hardware not undertaken or authorised by the original equipment manufacturer.


10
Why is the IMEI of the original device registered with Singapore Police Force when I make a Service Request for a Replacement?

Upon acceptance of the Replacement device, you are agreeing to transfer of the ownership of the old mobile device.  To protect our rights, we will register the IMEI of the old mobile device with the Singapore Police Force.


11
What happens if I recover my original device after I have completed my Service Request?

Upon acceptance of the Replacement device, StarHub becomes the owner of the original mobile device.  Please click here to arrange the return of the original device. 


12
What do I have to do before handing over my existing device back to StarHub for a Swap?

For a smooth experience, please ensure the following steps are completed prior to the arrival of our courier:

  1. Disable any personal lock and security feature
  2. Delete all data from your existing device and perform a factory reset

It is important that you complete the steps above prior to the arrival of the courier.  Our courier will not be able to wait for you to do the above.

You may incur additional fees if the above is not completed upon arrival of our courier.


13
What is the warranty period for the device received under the Replacement or Swap request?

SmartSupport provides a 6-month warranty which starts from the date of delivery of each mobile device received upon your Replacement or Swap request.  This warranty protects you against manufacture defects and malfunctions.  Make a warranty exchange here.

Payment


1
What is the price of SmartSupport?
SmartSupport is priced at $14/month.  No registration and activation fee required. 
A one-time fee for each Service Request is chargeable when you make any Replacement or Swap request.  Please refer to Question 3 below.

2
How will I be billed?

It's simple and hassle-free!  The monthly subscription will be charged to your StarHub bill.  The subscription for the first month will also be pro-rated based on the date of commencement. 


3
Do I have to pay for additional fees when I request for a Replacement or Swap?

Yes  The fees vary depending on the retail price of your Registered Device.  For your reference, we have included the table below:

Type of Registered Device Tier Retail Price of Device (Inclusive of GST, as of device launch date) Swap fee (inclusive of GST) Replacement fee (Inclusive of GST)
Non-foldable devices 1 S$0 - S$500 S$80 S$220
2 S$501- S$1,000 S$150 S$500
3 S$1,001 - S$1,500 S$170 S$550
4 S$1,501 -S$2,000 S$250 S$680
5  S$2,001 S$280 S$850
Foldable devices 1-4 Refer to service fees for non-foldable devices
5 S$2,001 – S$2,300 S$280 S$850
6  S$2,301 S$600 S$1,200

4
What are the modes of payment available?

You can pay via credit card, debit card or any other payment method as offered by StarHub.

Delivery


1
Does the Like Mobile Device come with original packaging?

No, the Like Mobile Device does not come in original packaging.


2
What is included in the Like Mobile Device?

For each Service Request, we will be providing:

  • a transceiver with built-in battery or a transceiver only;
  • a charger if the device is of a different make;
  • and a replacement SIM card (upon request).

3
Where do you deliver the device to?

The device will be sent to your registered or billing address on:

  • The main island of Singapore
  • Sentosa
  • Jurong Island
  • Outlying islands of Singapore

4
Do I need to be home to accept the delivery?

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.


5
Can I request for the Like Mobile Device to be sent overseas?

Yes.  Additional charges will apply, and delivery time will differ in accordance with the destination.  Payment for the charges required can only be made via a credit card.


6
What are the delivery hours?
Acceptance time of Service Request for a Replacement or Swap Delivery Time#
Monday to Friday, 8:00am to 1:59pm Within 4 hours of the Acceptance Time##
Monday to Friday, between 2:00pm to 11:59pm The next day before 12:00pm
Monday to Saturday, 12:00am to 7:59am The same day before 12:00pm
Saturday, 8:00am to 1:59pm Within 4 hours of the Acceptance Time##
Saturday, 2:00pm to Monday 7:59am Monday before 12:00pm


 # For delivery times that fall on a public holiday, the delivery will occur on the next working day

## Acceptance Time refers to the time that your Service Request is accepted by the SmartSupport Centre.

Tech Support


1
What is Tech Support?

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.

You can call or chat with a Tech Specialist anytime from 9am to 6pm daily via online or through the SmartSupport App.


2
How do I get started with Tech Support?

It's easy and hassle-free!  Log on to our online portal or download the SmartSupport App to chat with our Tech Specialists from 9am to 6pm daily.


3
What's the scope of the Tech Support?

You will have access to tech advise for your device and anything that is connected to it.

For example, our Tech Specialists can help you with:

  • Migration of your data between devices
  • Enhancement of your device's performance (e.g. 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

4
Besides my device, what else can Tech Support help me with?

You will have access to tech advice for your device and anything that is connected to it.

Examples of other devices or 3rd party applications that may be connected to your device are:

  • Apps
  • Bluetooth® devices and accessories
  • Computers
  • Printers
  • Routers
  • TVs
  • Cloud services
  • Wi-Fi

Tech Support 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

5
What are the 3rd party applications that Tech Support can help me with?

Any legitimate 3rd party applications that are available on official APP stores, such as Google Play and App Store.  Tech Support cannot support any missing features or issues within the app.


6
Which devices are compatible with SmartSupport App?

The SmartSupport App supports 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 to use the App.


7
What happens when I change to a new device?

Simply install the SmartSupport App on your new device with the same mobile number and you're good to go!


8
Can I install the SmartSupport App on multiple devices?

No, you can only install the SmartSupport App onto the device which is subscribed to SmartSupport.


9
Would the SmartSupport App have access to any of my personal data on my device?

No, the SmartSupport App will not have access to any of your personal data on your device.


10
How can I reach the Tech Specialists?

You can reach the Tech Specialists through your online portal or the SmartSupport App from 9am to 6pm daily.

Security Advisor


1
What is Security Advisor?

Security Advisor enables you to perform

  1. A Security Scan to detect if your email address and any personal information associated with it have any data breaches and recommends steps to secure your information.
  2. A Security Assessment and receive recommendations on good cyber habits and preventive measures to protect your online data, 

and if you need more help, our trained Security Advisor Specialists are there to assist you (9am - 6pm daily).


2
How do I get started with Security Advisor?

Click here to register.

You will need to input 1 email address for scanning.

This email address will be the permanent email used for Security Advisor scanning so it is important that you reconfirm the email address that you would like to register.


3
How can Security Advisor help?

All you need is to register your email address and we will scan the web to find out if it has been associated with any data breaches.

The security scans may be able to identify sources of compromised data and recommends steps to secure your information.

And if you need help along the way, our trained Security Advisor Specialists are there to assist you (9am – 6pm daily).

Click here to reach the Security Advisor Specialists.


4
Can I change the email address I used for Security Advisor?

No. You cannot change the email address once the registration for Security Advisor is completed.


The changes in SmartSupport
(as of 31 March 2022)


1
Why is there a change in the Terms & Conditions of SmartSupport periodically?

We are constantly reviewing our services to suit the current needs. Effective 31 March 2022, SmartSupport will come with more features, eg. a new feature called Security Advisor. Furthermore, as a SmartSupport subscriber, you get to access to other services.


2
I am a SmartSupport subscriber enrolled prior to 31 March 2022.  Do I refer to the new Terms & Conditions?

No, you do not follow the new terms and conditions. You will continue to follow the SmartSupport Terms and Conditions as communicated and agreed by you at the point of sign-up.


SmartSupport $12 FAQ - For Sign Ups Before 31 March 2022


1
What is SmartSupport?

SmartSupport provides worry-free care for your new mobile device. Replace or swap your device locally within 4 hours for any reason or arrange a delivery if you are overseas.

You may make 2 Swaps or 1 Replacement and 1 Swap every 12 months, from the date of delivery of your first service request. Make a Service Request here.

In addition, enjoy access to tech advice for your device and anything that is connected to it online or via the SmartSupport App.



2
Is SmartSupport service a mobile insurance plan?

No, it is not a mobile insurance plan.  SmartSupport enables you to replace or swap a device locally within 4 hours for any reason.  In addition, you can enjoy technical support for all your devices and anything that is connected to it online or via the SmartSupport App.


3
I have purchased a mobile device at retail price from a StarHub Shop. Can I add on SmartSupport?

You can sign up for SmartSupport when you:

  • recontract or sign up for a Mobile+ or new 4G 2-year mobile plan and purchase a mobile device.
  • sign up for a new 4G SIM Only plan and purchase a mobile device.
  • purchase a mobile device from any StarHub Shop and are an existing SIM Only customer.

4
The devices are already covered under the manufacturers’ warranty. Why should I sign up for SmartSupport?

Warranty programs typically cover manufacturers’ defects, you will not be able to request for a replacement device under their terms.

SmartSupport allows you to replace or swap your device locally within 4 hours* for any reason. In addition, you can enjoy technical support for all your devices and anything that is connected to it online or via the SmartSupport App.

*See delivery hours


Eligibility


1
Who is eligible for SmartSupport?

You can sign up for SmartSupport at any StarHub Shop or Online Store when you:

  • recontract or sign up for a Mobile+ or new 4G 2-year mobile plan and purchase a mobile device.
  • sign up for a 4G SIM Only plan and purchase a mobile device.
  • purchase a mobile device from any StarHub Shop and are an existing SIM Only customer.

2
Can I sign up to SmartSupport for more than one device?

Definitely! You can add on SmartSupport when:  

  • the mobile devices are purchased at the point of recontract or sign-up to a Mobile+ or new 4G 2-year mobile plan.
  • the mobile devices are purchased from any StarHub Shop and you are an existing SIM Only customer. 

3
Can I terminate SmartSupport anytime?

This is a no-contract add-on, hence you can deactivate SmartSupport via My Account or the My StarHub App anytime, with no termination charges.

To deactivate the service via My StarHub App:

  • Log in and tap "Mobile"
  • Select "Add-ons"
  • Go to "Other add-ons" and tap "Manage"
  • Locate SmartSupport and tap "Remove"
  • Review your changes and submit

4
I have a mobile device that is not purchased from StarHub. Can I still sign up for SmartSupport?

No, you can’t.
You can only sign up for SmartSupport at any StarHub Shop or Online Store when you:

  • purchase the mobile devices at the point of recontract or sign-up of a Mobile+ or new 4G 2-year mobile plan.
  • purchase the mobile devices from us and you are an existing SIM Only customer.

5
Can I retain SmartSupport upon termination of the corresponding StarHub mobile line?

Unfortunately not, SmartSupport will be terminated at the same time.


6
I am transferring my mobile line to a family member/friend. Will my existing SmartSupport be transferred to him/her?

No, SmartSupport is non-transferable and will be terminated once the transfer takes effect.


7
I am an existing SmartSupport subscriber. Can I continue to enjoy SmartSupport when I convert my plan to a 4G SIM Only no contract plan?

Definitely! Your SmartSupport subscription for the existing Registered Device will not be affected by this change.


The changes in SmartSupport
(as of 12 August 2021)


1
Why is there a change in the Terms & Conditions of SmartSupport periodically?

We are constantly reviewing our services to suit the current needs. The Terms & Conditions are revised to better reflect the current market conditions for mobile devices.

The specific terms and conditions which applied at the time you signed up for SmartSupport will continue unless otherwise stated.


2
I am an existing SmartSupport subscriber. Do I refer to the new Terms & Conditions?

No, you do not follow the new terms and conditions.  The terms and conditions which applied at the time you signed up for SmartSupport will continue. 


3
I am an existing SmartSupport subscriber who signed up before 12 August 2021 and would like to change my existing plan to a SIM Only plan. Will I be affected by the change in the SmartSupport Terms and Conditions?

No, you will not be affected by the change. You will continue to enjoy the SmartSupport Terms and Conditions as communicated and agreed by you at the point of sign-up.

The new SmartSupport Terms and Conditions only apply when you purchase a new mobile device during the change of mobile plan.


Device Replacement or Swap (Service Request)


1
What is the difference between a Replacement and Swap request?

A Replacement request happens when your existing mobile device is no longer in your possession.  

A Swap request is when your existing mobile device is collected back, in exchange for a like mobile device (new or refurbished). 


2
How do I make a Service Request?

It's fuss-free! Simply click here to make a Service Request.


3
What is the condition of the like mobile device I will be receiving when I make a Swap or Replacement request?

You may receive a new or refurbished mobile device which:

  • is of similar make and functionality;
  • has same or greater memory capacity;
  • maybe a different make, model or colour;
  • has a different IMEI;
  • does not include any accessory; and
  • may contain original or non-original manufacturer parts if it is refurbished.

4
What does the 2-in-12 limit mean and how does it work?

A 2-in-12 limit means you may make 2 Swaps or 1 Replacement and 1 Swap every 12 months (Limit). Please see below for an illustration:



 

Service Request Limit (Example 1)

Service Request Limit (Example 2)

Service Request Limit (Example 3)

Service Request Limit (Example 4)

Service Request (1)

Swap (anytime)

Swap (anytime)

Swap (anytime)

Replacement (anytime)

Service Request (2)

Swap (anytime)

Replacement (anytime)

Replacement (anytime)

Swap (anytime) OR Replacement (12 months after Shipment Dateof Service Request 1)

Service Request (3)

Swap (12 months after Shipment Date of Service Request 1)

Swap (12 months after Shipment Date of Service Request 1)

Replacement (12 months after Shipment Date of Service Request 1)


Service Request (4)

Swap (12 months after Shipment Date of Service Request 2)

Swap (12 months after Shipment Date of Service Request 2)


5
Am I eligible to make a Replacement or Swap request?

You are eligible if:

a. the IMEI you furnish matches 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.

b. you have an active mobile line and SmartSupport service;

c. there are no outstanding StarHub charges under the mobile plan;

d. you provide any additional information reasonably requested by us including a signed confirmation or acknowledgment;

e. you are within the service request limit;

f. your service request is not for a Device Accessory;

g. you have not transferred, retailed, sold, or hired your Registered Device to another person;

h. the Registered Device is on StarHub network before filing of service request;

i. the Registered Device is not used for a commercial gain or illegal activities.


6
How do I know if I will get a new or refurbished device?

A new or refurbished device will be issued based on the stock availability at the point of service request.


7
Can I request for a new device?

Unfortunately not, a new or refurbished device will be issued based on the stock availability at the point of service request.


8
Can I reject the offer of a Like Mobile Device which is the same make and model but of a different colour?

If you reject the Like Mobile Device due to colour, your service request will be cancelled.


9
What is a modified device?

A Modified Device is one where the original software and/or hardware has been altered.

Software modification: 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’.

Hardware modification: any modification made to a device’s hardware not undertaken or authorised by the original equipment manufacturer.


10
Why does StarHub need to register the IMEI of the original device with Singapore Police Force when I make a replacement request?

Upon acceptance of the Replacement device, StarHub is now the owner of the old mobile device. To protect our rights, we will register the IMEI of the old mobile device with the Singapore Police Force.


11
What happens if I recover my original device after I have completed my service request?

Upon acceptance of the Replacement device, StarHub is now the owner of the original mobile device. Please click here to arrange the return of the original device.


12
What do I have to do before handing over my existing device back to StarHub?

For a smooth experience, please ensure the following steps are completed prior to the arrival of our courier:

  1. Disable any personal lock and security feature
  2. Delete all data from your existing device and perform a factory reset


It is important that you complete the steps above prior to the arrival of the courier. Our courier will not be able to wait for you to do the above.

You may incur additional fees if the above is not completed upon arrival of our courier.


13
What is the warranty period for the device received under the Replacement or Swap request?

SmartSupport provides a 6-month warranty which starts from the date of delivery of each mobile device received upon your Replacement or Swap request. This warranty protects you against manufacture defects and malfunctions. Make a warranty exchange here.


Payment


1
How will I be billed?

It’s simple and hassle-free! The monthly subscription will be charged to your StarHub bill. The subscription for the first month will also be pro-rated based on the date of commencement. 


2
Do I have to pay for additional fees when I request for a Replacement or Swap?

Yes. The fees vary depending on the retail price of your Registered Device. For your reference, we have included the table below:


Registration from 12 August 2021

Type of Registered Device Tier Retail Price of Device (Inclusive of GST, as of device launch date Swap Fee (inclusive of GST) Replacement Fee (inclusive of GST)
Non-foldable devices 1 S$250 S$25 S$75
2 S$251 - S$500 S$80 S$220
3 S$501 - S$750 S$150 S$500
4 S$751 - S$1,500 S$170 S$550
5 S$1,501- S$2,000 S$250 S$680
6 S$2,001 S$280 S$850
Foldable devices 1 S$250 S$25 S$75
2 S$251 - S$500 S$80 S$220
3 S$501 - S$750 S$150 S$500
4 S$751 - S$1,500 S$170 S$550
5 S$1,501- S$2,000 S$250 S$680
6 S$2,001- S$2,300 S$280 S$850
7 S$2,301 S$600 S$1,200



3
What are the modes of payment available?

You can pay via credit card, debit card or any other payment method as offered by StarHub.


Delivery


1
Does the Like Mobile Device come in original packaging?

No, the Like Mobile Device does not come in original packaging.


2
What is included in the Like Mobile Device?

For each Service Request, we will be providing:

  • a transceiver with built-in battery or a transceiver only; 
  • a charger if the device is of a different make; 
  • and a replacement SIM card (upon request).

3
Where do you deliver the device to?

The device will be sent to your registered or billing address on:

  • the main island of Singapore
  • Sentosa
  • Jurong Island
  • outlying islands of Singapore

4
Do I need to be home to accept the delivery?

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.


5
Can I request for the like mobile device to be sent overseas?

Yes. Additional charges will apply and delivery time will differ in accordance to the destination. Payment for the charges required can only be made via a credit card.


6
What are the delivery hours?


Acceptance time of Service Request for a Replacement or Swap

Delivery time#

Monday to Friday, 8am to 1:59pm

Within 4 hours of the Acceptance Time##

Monday to Friday, between 2pm to 11:59pm

The next day before 12:00pm

Monday to Saturday, 12:00am to 7:59am

The same day before 12:00pm

Saturday, 8:00am to 1:59pm 

Within 4 hours of the Acceptance Time##

Saturday, 2:00pm to Monday 7:59am  

Monday before 12:00pm


#For delivery times that fall on a public holiday, the delivery will occur on the next working day.
##Acceptance Time refers to the time that your Service Request is accepted by the SmartSupport Centre.


Tech Support


1
What is Tech Support?

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.

You can call or chat with a Tech Specialist anytime from 9am to 6pm daily via online or through the SmartSupport App.


2
How do I get started with Tech Support?

It’s easy and hassle-free! Log on to our online portal or download the SmartSupport App to chat with our Tech Specialists from 9am to 6pm daily.


3
What’s the scope of Tech Support?

You will have access to tech advice for your device and anything that is connected to it.

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

4
Besides my device, what else can Tech Support help me with?

You will have access to tech advice for your device and anything that is connected to it.

Examples of other devices or 3rd party applications that may be connected to your device are:

  • Apps
  • Bluetooth® devices and accessories
  • Computers
  • Printers
  • Routers
  • TVs
  • Cloud services
  • Wi-Fi

Tech Support 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

5
What are the 3rd party applications that Tech Support can help me with?

Any legitimate 3rd party applications that are available on official App stores, such as Google Play and App Store. Tech Support cannot support any missing features or issues within the app.


6
Which devices are compatible with SmartSupport App?

The SmartSupport App supports 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 to use the App.


7
What happens when I change to a new device?

Simply install the SmartSupport App on your new device with the same mobile number and you're good to go!


8
Can I install the SmartSupport App on multiple devices?

No, you can only install the SmartSupport App onto the device which is subscribed to SmartSupport.


9
Would the SmartSupport App have access to any of my personal data on my device?

No, the SmartSupport App will not have access to any of your personal data on your device.


10
How can I reach the Tech Specialists?

You can reach the Tech Specialists through our online portal or the SmartSupport App from 9am to 6pm daily.


11
Can I get Tech Support when I am overseas?

Yes, you can reach our Tech Specialists through our online portal or the SmartSupport App from 9am to 6pm daily. 

If you're using the SmartSupport App, please note that data roaming charges apply. You can activate our affordable overseas data here.


12
How often can I contact Tech Support?

Tech Support provides unlimited support. You can click to chat or call as often as you need.


13
What is Remote Access?

Remote Access happens when you authorise our Tech Specialist to access your mobile device without a face-to-face contact.

To start a remote session, you will need to accept the Tech Specialist’s request to access your mobile device. Upon acceptance, our Tech Specialist will be able to review your mobile device and troubleshoot any issues under your supervision. The session will be disconnected upon resolving the issues and our Tech Specialist will no longer have access to your device. You can also choose to terminate the session any time by tapping “End Session” on your notification bar. 


14
What do I do if I encounter problem with the SmartSupport App?

Not to worry, we’re here to help. Simply send us an email at SmartSupport@asurion.com.