How can we help you today?

StarHub app

General


1
What is StarHub app?

StarHub app allows you to conveniently manage your services the way you want to - anytime, anywhere. With StarHub app, you can easily keep track of your data usage, calls, and more. You can even check your recontract eligibility, activate add-ons, and redeem rewards in a few taps.


2
Who can use the StarHub app?

If you’re a StarHub Postpaid, Broadband, and/or TV customer, you can use StarHub app to manage your services. Note that mobile numbers under corporate accounts are not supported.


If you’re a StarHub Prepaid customer, you can use the StarHub Prepaid App to manage your services. Read more about it here.


If you’re not yet a StarHub customer, you can also use the app to explore our products and services.


3
How do I download the StarHub app?

You can download the StarHub app via App Store or Google Play. The app is also available on other app stores. 


4
What can I do with the StarHub app?

With StarHub app, you can:


Shop

  • Sign up for mobile, broadband, or TV+ plans
  • Subscribe to value-added services
  • View and avail of exclusive app deals and promotions


Mobile Postpaid

  • View contract details and plan entitlements
  • View local SMS/voice/data and roaming data usage
  • View and modify add-ons
  • Activate and deactivate roaming


TV

  • View TV plan details
  • View service agreement
  • Check recontract eligibility
  • Recontract
  • Check planned/ongoing maintenance
  • Modify subscriptions
  • Reset R21 PIN
  • Request service relocation and more


Broadband

  • View broadband subscription details
  • View circuit ID and service address
  • View service agreement
  • Check recontract eligibility
  • Recontract
  • Check planned/ongoing maintenance
  • Request service relocation and more


Other services

  • View and pay bills
  • View and manage appointments
  • Redeem rewards

5
Why do I need to keep updating my StarHub app to the latest version? 

Updating the StarHub app to the latest version will let you enjoy the ongoing app enhancements and improvements.   


Logging in


1
How do I log in to the StarHub app?

You can easily log in to the StarHub app using your Hub iD or StarHub mobile number. Just follow the steps below:


Using Hub iD

  • Open the StarHub app and tap “I already have an account”.
  • Enter your Hub iD and password to log in.


Using StarHub mobile number*

  • Open the StarHub app and tap “I already have an account”.
  • Choose “Mobile number” and enter your StarHub mobile number.
  • Key in the verification code that will be sent to your mobile number.

*Not including prepaid and mobile numbers under corporate accounts. 

.


2
Why does the StarHub app have two-factor authentication for Hub iD login now when the previous version did not have this?

We’ve enhanced the security of the StarHub app by implementing two-factor authentication for Hub iD login. This will protect you from unauthorised access to your account and reduce fraud risks.


3
Can I opt out of the two-factor authentication?

To ensure the security of your account, the two-factor authentication is mandatory for all StarHub app users.   


4
How can I change the mobile number or email address where the one-time PIN (OTP) will be sent? 

To change the mobile number or email address where your OTP and other notifications will be sent: 

-    Log in to StarHub app with your Hub iD
-    Go to “More” > “Manage account”
-    Select a service
-    Select “Contacts”
-    Update your email or mobile contact

The change will take effect within a few minutes. 


5
Can I use the same Hub iD and password I use to access the StarHub online portal to log in to the StarHub app?

Yes, you can use the same Hub iD and password to log in to the StarHub app.


6
What’s the difference between logging in using Hub iD and StarHub mobile number?

When you log in using Hub iD, you can view and manage all your subscribed services, bills, and rewards. The Hub iD belongs to the main account owner who signed up for all the services under their account.


If you’re not the main account owner, you can still log in to the StarHub app using your mobile number to view your usage and/or manage selected mobile services.


To have full access to services such as viewing and managing bills and rewards, you need to log in using your Hub iD.                 


7
Does logging in with a StarHub mobile number still come with different access levels?  

Unlike the previous version of the app, the StarHub app only has one access level when you log in using a mobile number. Managing access levels is currently unavailable. 

  


8
Why are the different access levels not available for mobile number login in StarHub app? 

Due to a revision in our login policies, the StarHub app only has one access level when you log in using a mobile number. We’re constantly reviewing and updating our policies to cater to the changing needs of StarHub app users. 


9
I logged in to the StarHub app using my StarHub mobile number. Why can’t I view my other StarHub mobile and bills or manage my mobile services?

If you log in using your StarHub mobile number, you can only manage specific mobile services. To view and manage all your StarHub services and bills, please log in using your Hub iD.


10
Why can’t I log in to the online store, TV+ web and app, and other StarHub pages and apps using my StarHub mobile number?

Currently, you can only log in via your mobile number to the StarHub app. To log in to other StarHub online pages and apps (e.g., online store, JuniorProtect portal), please use your Hub iD.


Managing My Service


1
How do I view my service agreement on the StarHub app?

For Mobile Postpaid

On the app’s homepage, tap “Mobile”, choose a mobile number, then tap on the three green dots. Choose “Plan details” and select “View service agreement”.


For TV/Broadband

On the app’s homepage, tap “TV” or “Broadband”, then select “View service agreement”.


After selecting “View service agreement”, you will be redirected to a My Account page. Select the product under “Service Type” and the time frame when you signed up for or recontracted to the service under “Period”.


2
How can I check my mobile usage on the StarHub app?

On the app’s home page, tap “Mobile”. The next page will show you how much data, talktime, and SMS you have left. You’ll also see how many days are left before your entitlements are refreshed.


You can see the breakdown of your usage if you tap on the data, talktime or SMS information.


3
How do I get add-ons via StarHub app?

On the app’s homepage, tap “Mobile” or “TV”, depending on which service you’d like to have the add-on. You may also want to explore “Entertainment”, “Gaming”, and “Protection” for other add-ons.


4
How do I recontract my TV or broadband service on the StarHub app?

On the app’s homepage, tap “TV” or “Broadband”, depending on the service you want to renew. You will see a recontract button if you’re already eligible.


5
How do I view my bills and balances on the StarHub app?

On the bottom of the homepage, tap “Pay”, click “Pay bill”, and select the billing account to view your bill summary.                     


6
How do I pay my bills on the StarHub app?  

You can pay your bills on the StarHub app through the following methods:


1. GIRO
2. Credit card


Read more about bill payment here

  


7
How do I activate/deactivate roaming on the StarHub app?

You can read about International Roaming and learn how to activate or deactivate your roaming on the StarHub app here


8
How do I request replacement of my postpaid SIM card on the StarHub app?

You can read about SIM replacement and learn how to request on the StarHub app here


9
How do I schedule and track appointments on the StarHub app?

You can read about managing appointments and learn how to schedule and track on the StarHub app here.


10
How do I redeem rewards on the StarHub app?

You can read about redeeming rewards on the StarHub app here.


Troubleshooting


1
I'm having issues logging in to StarHub app using my Hub iD. What should I do?

If you’re unable to log in to StarHub app, your account may have been disabled due to multiple failed login attempts. Please reset your Hub iD password by tapping on the “Forgot password?” link on the login page.   


2
I did not receive the one-time password (OTP) for my Hub iD login. What should I do?

The OTP is sent to the email and mobile contact that we have on record. Please try resending the OTP and check if it’s received in the correct inbox. 


If you want to view or update your contact details, you can log in to the StarHub app via mobile number. Go to “More” > “Manage account”, select a service, then choose “Contacts”.


3
I exceeded the number of tries allowed for entering the one-time password (OTP) for my Hub iD login. What should I do?

You can resend the OTP and get a new code. 


4
The one-time password (OTP) for my Hub iD login expired before I could enter it. What should I do? 

You can resend the OTP and get a new code.


5
I’m getting an error when using StarHub app. What should I do?

You can try uninstalling and then reinstalling the app. In case the issue persists, try to take a screenshot of the error. A pop-up will appear where you can report the issue.


6
I forgot my Hub iD password. How do I change it?

You can easily reset your Hub iD password. Just follow these steps:


  • Open the StarHub app and choose “I already have an account”.
  • Tap on “Forgot password?”
  • Enter your Hub iD.
  • You’ll see a prompt informing you that your Hub iD password has been sent to your email address. Follow the instructions to reset your password.