How can we help you today?
What is My Account?
My Account is our online portal that allows you to get a quick overview of your accounts and services, and update your personal information, billing address, and more at your convenience.
What can I do in My Account?
My Account allows you to:
- View and pay your bill
- Update your billing address and service address
- Manage your bill notification
- Update your personal information
- Check recontract eligibility
- Renew service contract
- Subscribe and change your value-added services
- Check your local and roaming data usage
- Consolidate bills by transferring your services to your main StarHub account
- Receive service maintenance notices
Do I need to deactivate My Account if I no longer have any StarHub services?
You do not have to do anything to deactivate My Account. Your Hub iD, which you use to access the portal, will be automatically rendered inactive if there's no login to any StarHub app or website for 6 months. Thereafter, we’ll periodically remove all inactive accounts.
Why is two-factor authentication being implemented on My Account?
At StarHub, we take the security of our customers' accounts very seriously. Implementing two-factor authentication allows us to provide an extra layer of security, safeguarding your personal and account details from potential unauthorised access.
How is two-factor authentication implemented on My Account?
After logging in with your Hub iD and password, you'll be asked to enter a one-time PIN (OTP) that you'll receive via SMS and email. You'll be required to enter an OTP each time you log in.
Can I opt out from the two-factor authentication?
To ensure the highest level of security for all our customers, we've made two-factor authentication mandatory. It's a vital part of protecting your personal and account information.
How do I obtain a one-time PIN (OTP)?
The 6-digit one-time PIN (OTP) will be sent to you via SMS and email.
How fast will the one-time PIN (OTP) be sent to me via SMS/email?
Your one-time PIN (OTP) is usually sent instantly to your registered mobile number and email. Most users receive it within a minute.
Is there a cost to receiving the one-time PIN (OTP)?
There's no cost to receiving a one-time PIN (OTP). This is part of our commitment to providing a secure user experience.
How do 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 one-time PIN (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
Managing My Services
How do I activate my new/replacement postpaid SIM card on My Account?
It’s easy! You can activate your new SIM card online via My Account by simply following these steps:
- Log in to My Account.
- Click on "More Activities".
- Click on "Activate SIM".
- Follow the on-screen instructions.
How do I check my recontract eligibility on My Account?
After logging in to My Account, go to "My Services" to see the services under your account. Choose the service that you want to check, then click on "View & Manage".
Why don’t I see the “Recontract” button for my service on My Account?
You’ll only see the "Recontract" button when the minimum period of service under your contract for each service is fulfilled.
For mobile, recontract is available from the 13th month onwards of your existing 24 months contract. An early recontract fee applies for renewing between the 13th and 21st month of your mobile contract.
For TV and broadband, please check against your service agreement as this may vary depending on the promotion that you signed up for.
How do I check my bills on My Account?
To check your bills, log in to My Account and go to “My Bills”. To view your past bills, scroll down to the "Download Bills" section.
I made a wrong request and I'm not able to resubmit a correct one. What should I do?
When downloading StarHub bills on my Android device, a portion of some of the pages is blank. What should I do?
There are free apps from Google Play Store such as Polaris Viewer, Google Drive, and Dropbox, that may be compatible for viewing your StarHub bills on your Android device.
I can't log in to My Account, what should I do?
Ensure that you're using the correct Hub iD and password to log in. In case you forgot your Hub iD or password, or your account got locked, you can go here to reset your Hub iD or password.
Also, try clearing your browser's cache and cookies then log in again. You can also use a different browser to access My Account.
Alternatively, use the StarHub App to manage your account.
I forgot my Hub iD password, what should I do?
You can easily reset your Hub iD password on My Account by following these steps:
- Click “Forgot your Password?”
- Enter your Hub iD, click the “I’m not a robot” box, and tap “Send”.
- You’ll receive a verification code via SMS. Input the code and click “Next”.
- Enter your new password and tap “Send”.
I didn’t receive the one-time PIN (OTP), what should I do?
If you didn't receive your one-time PIN (OTP), please try requesting it again. If it still doesn't arrive, ensure that your registered mobile number is correct and able to receive messages. For email, please check your junk or spam folders as the OTP email may have been directed there.