How can we help you today?

SIM Card Replacement FAQs

Prepaid


1
My prepaid SIM card is faulty. Where can I get it replaced?

You can replace your prepaid SIM card at the following StarHub shops:

  • Bugis Junction
  • Causeway Point
  • Jurong Point
  • Nex
  • Plaza Singapura
  • Tampines Mall
  • Waterway Point
  • Westgate


Please note that a replacement fee of $27.25 applies.


2
I lost my prepaid SIM card. Where can I get it replaced?

You can replace your prepaid SIM card at the following StarHub shops:

  • Bugis Junction
  • Causeway Point
  • Jurong Point
  • Nex
  • Plaza Singapura
  • Tampines Mall
  • Waterway Point
  • Westgate


Please note that a replacement fee of $27.25 applies.


3
I would like to change my prepaid SIM card to a micro-SIM. Where can I do so?

You can have your SIM card changed at the following StarHub shops:

  • Bugis Junction
  • Causeway Point
  • Jurong Point
  • Nex
  • Plaza Singapura
  • Tampines Mall
  • Waterway Point
  • Westgate


Please note that a replacement fee of $27.25 applies.


4
Can I request that my replacement prepaid SIM card be delivered to me?

We’re unable to deliver a replacement prepaid SIM card. You’ll have to go to a StarHub shop and get a new SIM card in person.


5
When I replace my prepaid SIM card, will I be able to retain my number and balance credits?

Yes, you’ll retain your existing StarHub prepaid number and balance credits.


6
Can I have an authorised third party process a request for my prepaid SIM replacement?

The person who owns the SIM card has to ask for a replacement themselves.

Postpaid


1
My postpaid SIM card is faulty/I lost my postpaid SIM card. Where can I get it replaced?

If you need to get a replacement postpaid SIM card, you can do it via StarHub App. Log in and follow the steps below:

  • Tap the "Mobile" icon.
  • Choose the number that needs a replacement SIM card, then tap the icon showing the three stacked dots.
  • Choose "SIM management", then "Request for a 5G SIM" (all replacement SIM cards are now 5G and will work well even with a non-5G device).
  • Under Select SIM type, choose "Physical SIM card".
  • Select your delivery address. It can be your billing address or another one registered in your app. You can also enter a new delivery address. Tap "Next".
  • Pick an available day and timeslot.
  • Review the details you chose and complete the submission by tapping the "Request new SIM" button.


You’ll get an SMS once the request has been completed.


2
Is postpaid SIM card replacement/change chargeable?

Replacement of physical SIM card is $38.15.


3
Where can I track the delivery of my replacement SIM?

You can track the delivery of your SIM on StarHub App. Log in, tap “More” (you can find it on the bottom right of the page), and choose “My Delivery & Appointment”. You’ll see the details of your delivery.


4
Can I reschedule the delivery of my replacement SIM?

Yes, you can reschedule the delivery of your SIM on StarHub App.

Log in, tap “More” (you can find it on the bottom right of the page), and choose “My Delivery & Appointment”.


Select the delivery you want to reschedule and tap on the ‘Reschedule’ button. Choose the new date and time (please note that the availability of time slots may vary), and then confirm.


Just to share, you can only reschedule based on the dates available in StarHub App, up to 7 days after the original delivery date.


You’ll receive an SMS once the request has been completed.


5
Can I authorise a third party to request a replacement SIM card for me?

You can authorise a third party to receive your replacement SIM card (delivery) or collect a replacement SIM card on your behalf (shop).

The third party must be at least 18 years old and be able to present their NRIC/FIN together with yours.

In addition, the third party must have an authorisation letter from you with the following:

  • The service and type of transaction the third party is authorised to carry out
  • Your and the third party’s names and NRIC/FIN
  • Your signature

6
How do I activate my new SIM card?

You can activate your SIM card via StarHub App, whether it’s inserted into the device or not.

  • On the home page, tap “More”.
  • Go to “Mobile services” and select “SIM activation”.
  • Tap the “Activate” button” and confirm.

7
I received a notification regarding SIM replacement. Why am I receiving this?

Our system received a request to re-issue a new SIM and this is a general notification to notify you of this request.


8
I requested for a SIM replacement and received a notification, however, the details are inaccurate. What do I do?

If the Mobile line in the notification is inaccurate:

  1. A new SIM card will arrive for the mobile line stated in the notification. You may decide to activate the new SIM and use it, or you may continue using your old SIM card and choose not to use the new SIM.
  2. If you need a SIM replacement for another intended mobile line, please submit a request under that intended mobile line.


If the delivery date is inaccurate:

  1. You can reschedule the appointment via StarHub App.
  2. Log in to the app, go to “More”, and tap “My appointment”.
  3. Choose the appointment or delivery you want to reschedule. Tap “Edit” to select the new date and time (please note that the availability of dates and times may vary), and then confirm.
  4. Do note that you can only reschedule based on the dates available in the StarHub App, up to 7 days after the original appointment/delivery date. You’ll receive an SMS once the request has been completed.

9
I received a notification regarding SIM replacement, but I did not request for this. What do I do?
  1. You can call our hotline for assistance.
  2. If you are on Star Plan, you may seek assistance via our chatbot.