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Payment FAQ

Recurring GIRO


1
How long does it take to process my recurring GIRO application?

DBS or POSB bank account holders who have applied for recurring GIRO via DBS iBanking website, AXS station or selected StarHub shop’s NETS terminal will have their applications processed in 3-4 working days.


OCBC bank account holders who have applied for recurring GIRO via OCBC Personal Internet Banking website or OCBC SG mobile banking app will have their applications processed in 10-14 working days.


For GIRO application using paper form, it will require 4-6 weeks processing time upon receipt of StarHub GIRO application form by us, verify, process and send the form to your bank for final application approval.


A system generated letter of notification will be sent to you once your recurring GIRO application is approved by your bank.


2
How do I apply for recurring GIRO via StarHub App (DBS/POSB/OCBC Bank only)?

Sign up for Recurring GIRO payment arrangement via StarHub App.


1) Log in with your Hub iD.

2) Select "Bills" from the bottom menu.

3) Tap on the payment amount bar under the selected StarHub billing account number (i.e., 1.12345678S).

4) Scroll down to the "Payment" section and tap the "Set up a recurring payment" bar.

5) Choose "GIRO" and follow the onscreen instructions.


3
Can I check my recurring GIRO application status via SMS?

Yes, you can. Simply key <NRIC>, GIRO, <StarHub Account No> and send to 2455


Example : S1234567A, GIRO, 1.12345678


4
How do I change my current GIRO arrangement to another bank?

For DBS, POSB and OCBC bank customer, please submit new GIRO application request online via your respective internet banking website. The application is subjected to your bank approval.


For other banks customer, please submit new GIRO application request using StarHub GIRO application/modification form and mail it back to us via post-paid mailer enclosed with the form to StarHub P.O. Box mailing address. The application is subjected to your bank approval.


Do note that the approval of latest GIRO arrangement by your bank will supersede existing payment instruction for the selected Account(s).


For the GIRO modification steps, please visit Pay bills via Recurring Credit/Debit Card/GIRO (AutoPay) > Pay by Recurring GIRO.


5
I already setup recurring GIRO arrangement, when will my payment be debited from my bank account?

If you are enrolled in the recurring GIRO payment, your monthly payment will automatically be debited from your Bank account on your StarHub bill due date. If that day falls on either a weekend, bank holiday or public holiday, your payment will be debited on the next working day.


You should continue to pay for your outstanding bill until the message "Thank you for paying by GIRO via <Bank Name> account ending in XXX.” appears in your bill.


6
Why was the recurring GIRO deduction unsuccessful when there are sufficient funds in my bank account?

An unsuccessful GIRO deduction could be due to a few possible scenarios. Some of the common GIRO deduction rejection reasons by the banks are:


• Deduction amount has exceeded the limit set.

• Existing GIRO arrangement is terminated at the bank end.

• Incoming fund not cleared.


Due to Bank Secrecy Act, the banks will not disclose the actual reason to us. Please contact your bank directly to find out more.


7
Why did the payment method of my StarHub billing account changed from GIRO to Cash?

Recurring GIRO arrangement will be terminated if the deduction is unsuccessful with the same rejection reason from your bank for 3 consecutive billing cycle.


8
How do I terminate my Postpaid account’s recurring GIRO payment arrangement?

To terminate a GIRO arrangement, please complete and return the StarHub GIRO payment termination form to StarHub using the postage-paid mailer included with the form. Kindly note that termination will take effect from next billing cycle and recurring deduction message is not displayed on your StarHub bill.


9
How do I know if my recurring GIRO application or modification request has been processed successfully?

A system generated letter of notification will be sent upon approval. The following message will appear on your StarHub bill.

" Thank you for paying by GIRO via <Bank Name> account ending in XXX."


For Hub iD customers, you can view latest payment method by logon to StarHub App.


10
What will happen if my recurring GIRO payment fails?

You would receive a notification letter if the GIRO payment was unsuccessful.  To keep your account updated, please refer to the steps below to process another payment or configure your current set-up:

  • Please check if your recurring GIRO bank account is in order via StarHub App.
  • If necessary, please contact your bank to find out actual bank's rejection reason by providing them, your payment debit request date, amount and StarHub account's payment code.
  • If the payment failed because the StarHub bill amount is greater than your initial GIRO deduction limit settings, please consider increasing your GIRO limit for your StarHub Postpaid account (Payment Code) via your banking platform.
  • If the GIRO bank account has been terminated or direct debit authorisation (DDA) has been cancelled, please re-apply a new recurring GIRO request via participating DBS, POSB and OCBC banking portal, GIRO form or online application via StarHub App. For details, please visit www.starhub.com/payrecurring.


Please note that your recurring GIRO arrangement will be automatically terminated if the deduction is unsuccessful following the same rejection reason from your bank for 3 consecutive billing cycles.


Lastly, do remember to pay your current outstanding balance via other one-time payment method such as AXS, SingPost, PayNow QR, Internet Banking or StarHub App before your next bill to avoid service disruption. For a full list of payment options, please visit www.starhub.com/payment.


11
Why does StarHub continue to debit my GIRO bank account despite terminating my StarHub services(s)?

Postpaid service termination and recurring GIRO payment termination must be requested and processed separately. As such, an explicit request for each one is required from the customer. Rest assured that the outstanding balance on your final StarHub bill would be paid via GIRO and bring your account balance to zero.



12
How do I change current Recurring Credit/Debit Card payment arrangement to Recurring GIRO for my Postpaid account?

It’s easy! Here’s how to do so:


  • For DBS, POSB and OCBC bank customer, please submit new GIRO application request online via your respective internet banking website. The application is subjected to your bank approval.
  • For other banks’ customer, please submit new GIRO application request using StarHub GIRO application/modification form and mail it back to us via post-paid mailer enclosed with the form to StarHub P.O. Box mailing address. The application is subjected to your bank approval.


Please note that upon approval by your bank, it will supersede existing payment instruction for the selected Account(s) and notifications.


For the Recurring GIRO modification guide, please visit Pay bills via Recurring Credit/GIRO (AutoPay) > Pay by Recurring GIRO.


Recurring Credit/Debit Card


1
How long does it take to process my Recurring Credit/Debit Card application?

The processing of the Recurring Credit/Debit Card application form will take approximately 3 working days upon receipt.

If you choose to apply online via StarHub channels, the processing of the Recurring Credit/Debit Card application will take approximately few minutes upon approval from your card issuing bank and a system generated email notification will be sent to you once your Recurring Credit/Debit Card application is approved. 

In addition, a system generated letter of notification (hardcopy) will also be sent to you once your Recurring Credit/Debit Card application is approved.


2
Can I apply for Recurring Credit/Debit Card online?

Yes, you can apply via StarHub My Account (MAM) or StarHub App (MSA).


3
How do I apply for Recurring Credit/Debit Card online via StarHub channels?

Sign up for Recurring Credit/Debit Card payment arrangement via StarHub App.


1) Log in with your Hub iD.

2) Select "Bills" from the bottom menu.

3) Tap on the payment amount bar under the selected StarHub billing account number (i.e., 1.12345678S).

4) Scroll down to the "Payment" section and tap the "Set up a recurring payment" bar.

5) Choose "Credit card" and follow the onscreen instructions.


Please take note there will be a $1 temporary authorization charge, which will be automatically removed by the bank.

Lastly, a system-generated email notification will be sent to your registered email address for confirmation.


4
Any restriction on the credit/debit card used to apply for Recurring Credit/Debit Card online?

Visa, MasterCard and Amex credit card(s) must be enrolled with security program of Verified by Visa, MasterCard SecureCode or American Express SafeKey®.


5
Are there any additional charges to apply Recurring Credit/Debit Card online?

There will be a temporary charge of $1.00 for card status verification during your online application. The temporary charge will be automatically removed by your card issuer after the verification is completed, and will not be billed into your card account statement. Please contact your card issuer for any inquiry regarding the temporary charge.


6
Can I check my Recurring Credit/Debit Card application status via SMS?

Yes, you can. Simply key <NRIC>, CARD, <StarHub Account No> and send to 2455


Example : S1234567A, CARD, 1.12345678


7
How can I change or update my Recurring Credit/Debit Card details?

You can submit another Recurring Credit/Debit Card request to update the new credit card details for a particular Account(s). Do note that the approval of latest recurring payment will supersede existing payment instruction for the selected Account.


You can modify credit card details online via StarHub App. For the detailed steps, please refer FAQ 3 above.


Alternatively, you can complete StarHub Recurring Credit Card Application Payment Form and return us via postage-paid mailer included with the form.


8
Why I can’t make another online Recurring Credit/Debit Card application request when my previous application was successful for the same StarHub billing account?

As part of our security control and measures, you may allow to make another attempt with valid credit/debit card details after 15 minutes from initial request.


9
I already set up Recurring Credit/Debit Card arrangement, when will my payment be charged to my credit/debit card?

If you are enrolled in the Recurring Credit/Debit Card payment, your monthly payment will automatically be charged into your Card account on your StarHub bill due date. If that day falls on either a weekend, bank holiday or public holiday, your payment date will occur on the next working day.


You should continue to pay for your outstanding bill until the message "Thank you for paying by Credit Card (Ending in XXXX).” appears in your bill.


10
Why was the Recurring Credit/Debit Card deduction unsuccessful?

Unsuccessful credit card deduction could be due to a few possible scenarios. Some of the common credit/debit card deduction rejection reasons by Card Issuers are:

• Expired Card.

• Declined.

• Pick up card (customer report loss of card/stolen card).


Due to Bank Secrecy Act, the banks will not disclose the actual reason to us. Please contact your bank directly to find out more.


11
I just realised that my credit/debit card tagged to my StarHub billing account has expired but why is it still able to deduct successfully every month?

As StarHub will continue to send the last updated credit/debit card record to your nominated bank for deduction on each subsequent bill due date, the bank may, at its discretion, approve or reject any invalid information on the instruction. Please update us promptly should you have received a new Card Expiry Date via StarHub App. Should you have any enquiry on your card deduction status, please contact your Card Issuing Bank for assistance.


12
What are the other available payment options available for customers?

StarHub offer various ways of paying your StarHub bills at your convenience. You can refer to the list of bill payment options available via our website www.starhub.com/payment.


13
How do I update my new or latest credit card expiry date via StarHub App?

Five simple steps via StarHub App:
1. Logon to StarHub App using your StarHub Hub iD and Password.
2. Go to Bills > Account Balance to find your StarHub Account.
3. Scroll down and click on Update credit card expiry.
4. Enter New Expiry Date [ Month / Year ].
5. Click Save button and confirm to submit online.


14
How do I terminate my Postpaid Account's Recurring Credit/Debit Card payment arrangement?

To terminate a Recurring Credit/Debit Card arrangement, please complete and return the StarHub Recurring Credit Card Termination form to StarHub using the postage-paid mailer included with the form. Kindly note that termination will take effect from next billing cycle and recurring deduction message is not displayed on your StarHub bill.


15
Can I use Diners Club cards for payment of StarHub bills?

You can pay StarHub bill via AXS Payment app (AXS m-Station) or AXS website (AXS e-Station) and select Diners Club as source of fund.


16
How do I know if my Recurring Credit/Debit Card application or modification request has been processed successfully?

A system generated letter of notification will be sent upon approval. The following message will appear on your StarHub bill.

"Thank you for paying by Credit Card (Ending in XXXX)."


For Hub iD customers, you can view latest payment method by logon to StarHub App or My Account at www.starhub.com/myaccount.


17
What will happen if my Recurring Credit/Debit Card payment fails? 

You would receive a notification letter if the recurring payment arrangement was unsuccessful. To keep your account updated, please refer to the steps below to process another payment or configure your current set-up:

  • Check if your Recurring Credit/Debit Card details are in order via StarHub App
  • If necessary, please contact your card issuer to find out the card issuer’s rejection reason. You may be asked to provide your payment charge request date, amount and StarHub account’s payment code.
  • If the expiry date of your Recurring Credit/Debit Card is out-dated, please update the card expiration date details via StarHub App.
  • If the credit card account is reported to be lost, stolen or cancelled, please re-apply new Recurring Credit/Debit Card for your Postpaid account via StarHub App.


Please note that your recurring GIRO arrangement will be automatically terminated if the deduction is unsuccessful following the same rejection reason from your card issuer for 3 consecutive billing cycles.


Lastly, do remember to pay your current outstanding balance via other one-time payment method such as AXS, SingPost, PayNow QR, Internet Banking or StarHub App before your next bill to avoid service disruption. For a full list of payment options, please visit www.starhub.com/payment.


18
Why does StarHub continue to charge my credit/debit card despite terminating my StarHub service(s)?

Postpaid service termination and Recurring Credit/Debit Card payment termination must be requested and processed separately. As such, an explicit request for each one is required from the customer. Rest assured that the outstanding balance on your final StarHub bill would be paid via your registered credit card and bring your account balance to zero.


19
Should I contact StarHub or my card issuer about a Recurring Credit/Debit Card charge for my Postpaid account that I do not agree on?

If you have additional payment-related inquiries, send us a message at www.starhub.com/feedback so we can offer further assistance. Simply fill out the required details, click “Choose File” button to upload a supporting document (if any) and select “Submit” to complete the request.

We will do our best to address your concern, provide resolution, and respond quickly and professionally to your inquiry.


20
How do I change current Recurring GIRO payment arrangement to Recurring Credit/Debit Card for my Postpaid account?

It’s easy! Here’s how to do so:


  • For American Express, MasterCard and Visa cardmember with 3D Secure enabled (One-Time-Password, OTP verification process), please submit new Recurring Credit/Debit Card application online via StarHub App.For the online modification steps, please refer FAQ #3 above under the same “Recurring Credit/Debit Card” section.



Please note that upon approval by your bank, it will supersede existing payment instruction for the selected Account(s) and notifications. Do remember to terminate your StarHub GIRO setup on your banking platform to ensure no more GIRO direct debit deduction for your StarHub Postpaid account in future.


For the Recurring Credit/Debit Card modification guide, please visit Pay bills via Recurring Credit/GIRO (AutoPay) > Pay by Recurring Credit/Debit Card.


Cheque


1
Why is my account balance still not updated when I have already mailed out my cheque payment?

It can take up to 7 working days for a cheque to go through the entire clearing cycle. This include local Singpost delivery standard that is 2 to 4 working days, arrive your bank for clearance and send cleared cheque payment to us for payment posting into your invoice/account. Working days refer to Mondays to Fridays, excluding Public Holidays. Therefore, your cheque may still be in transit.


Please check your outstanding amount via My Account website or StarHub App in the next few days.


Alternatively, you may apply for recurring payment via www.starhub.com/autopay to enjoy hassle free and avoid late payment charges fee.


2
What should I do if I have mailed out my cheque but did not provide my name, StarHub account number(s), and payment code(s)/invoice number(s) on the back of cheque?

Cheque with incomplete payment instruction will not be processed. 


If you have further question, simply contact us at www.starhub.com/feedback, by completing the required details, providing us with your claimed cheque number, amount and date, then select “Choose File” button to upload your document if any and select “Submit” to complete the process.


3
Why did StarHub return the cheque to me without clearing to my account?

Cheques with insufficient information will not be processed and returned to the issuing bank.  Please provide your StarHub account number(s), and payment code(s)/invoice number(s) on the back of the cheque and mail out using StarHub BRE.


4
Why did I receive an Image Return Document for the cheque?

When a cheque could not be cleared by your bank, you will receive an Image Return Document (IRD) stating the reason(s) for the return. The reason why the cheque was not cleared can be found in the bottom half of the IRD.


Common reasons for return include:

  • Refer to drawer: Clarifications have to be sought from the person who issued the cheque.
  • Effects not cleared: There were incoming funds to the cheque issuer’s account, but they did not clear in time to fund this cheque.
  • Exceeds Arrangement: The cheque amount may have exceeded the transfer limit on the issuer’s account. Please clarify with your bank.
  • Awaiting Banker’s Confirmation: It is pending issuer’s bank confirmation to release the payment.


Re-Deposit Image Return Document in the bottom half of the IRD, locate either:

  • This IRD may be presented subject to conditions: This means that you can mail back the IRD to StarHub Ltd, Robinson Road Post Office, P.O. Box 81, Singapore 900131 (like a normal cheque) to process the cheque payment again. Kindly ensure that the conditions mentioned below the box are met.
  • This IRD cannot be presented: Please issue a new cheque to pay your outstanding amount.


Others


1
I just apply recurring payment using credit card or GIRO. Do I need to continue pay through current payment arrangement for my current monthly bill?

Please continue to pay your bill via current payment arrangement until you have been notified that your recurring payment application has been approved. You may refer to www.starhub.com/payment for alternative payment options. Generally, the change in payment arrangement will take effect from the next billing cycle.


2
What are the benefits of paying my StarHub bills via Recurring Credit/Debit Card or GIRO?

Recurring bill payment is a hassle-free way of ensuring your bills are always paid on time. There are a number of benefits when your account is on recurring payment arrangement:
• No worry about late payment.
• Avoid late payment fee.

• Skip the queue for bill payment.
• Hassle of remembering bill payment dates.

• Save cost from sending manual cheque and posting fee.
• Free 100 SMS/MMS for StarHub mobile Postpaid consumers. T&C apply.

For more information on application methods, please visit following website:
www.starhub.com/giro for GIRO application.
www.starhub.com/rcc for Recurring Credit Card application.


3
How long does it take to update my account for the payment I made today?

StarHub accepted payment channel(s) and their payment clearance day(s):

Payment Channel

Payment Update for StarHub Account(s)

Recurring GIRO

Within 3 business days from your bill due date

Recurring Credit/Debit Card

Within 3 business days from your bill due date

AXS

Within next business day from transaction date

SingPost

Within next business day from transaction date

StarHub ePayment

Within next business day from transaction date

7-Eleven

Within 3 business days from transaction date

Cheque

Within 7 business days upon receipt of cleared cheque

Internet Banking/Phone Banking

Within 3 business days from transaction date

PayNow QR

Within next business day from transaction date


4
How many days in advance do I have to notify StarHub to stop the upcoming Recurring Credit/Debit Card/GIRO deduction for my Postpaid Account, when I have a billing issue?

Simply contact us at www.starhub.com/feedback 8 business days before your latest bill due date by completing the required details, select “Choose File” button to upload your document if any and select “Submit” to complete the process. In addition, you should also inform your bank to stop the GIRO payment.


5
Can I choose to receive a notification from the payment I made using NETS or Debit/Credit Card?

You can set notification via Email or SMS when transaction charged into your NETS card, debit card or credit card through your bank setting(s). Please approach your bank if you have any enquiries regarding such payment notifications.


6
Why was my payment not reflecting on my latest bill?

There are a few possible scenarios that may cause your previous payment to not appear on your latest bill:

  • Your latest bill was already generated before you made the payment. Hence, the transaction will not be reflected until your next StarHub bill.
  • If you are on recurring GIRO or Credit Card payment, a waiver request that is in progress will result in "no deduction" to your latest bill.
  • Payment was paid to other StarHub Postpaid account(s) registered under your name or a family member or friend.
  • StarHub did not receive the payment as it was wrongly sent to another Billing Organisation.

If you have additional payment-related inquiries, send us a message at www.starhub.com/feedback so we can offer further assistance. Simply fill out the required details, click “Choose File” button to upload a supporting document (if any) and select “Submit” to complete the request.


Additional information required to facilitate bill payment investigation before clicking “Submit” button via online feedback website:

  1. Payment Date
  2. Payment Amount (SGD)
  3. Payment Platform
  4. Paid to which StarHub Postpaid Account Number (E.g. 1.23456789S)
  5. Screenshot of the payment receipt/notification
  6. First 6 and last 4 digits of the card number if it’s paid using credit/debit card

7
What should I do if I overpaid my Postpaid account?

The overpaid amount will be reflected in your account or bill as credit balance. This amount will be automatically deducted from the outstanding balance on your next StarHub bill(s).


PaymentFAQOthersQ7.jpg


If you would like to seek a refund for your overpaid bill, please call us at 1637 for assistance.


8
I have terminated my services and received my last bill from StarHub, but there is still credit in my account. What should I do?

You will receive the remainder of the credit after offsetting any outstanding payment due under your NRIC/FIN. Once your account is inactive for 2 months, we will automatically refund the credit via cheque after offsetting any remaining charges on your other account(s).

Kindly ensure that the information registered in our system matches your bank account holder name and latest mailing address so that we can issue you cheque to the correct address.


9
How long does it take to receive the refund cheque from StarHub upon request?

It will take 3 weeks to review, approve, issue and mail out cheque to you from the date that we receive your complete refund application.

Insufficient information or any error(s) in the refund request will affect the processing time. We seek for your understanding and collaboration to provide complete and updated details so that we can process the cheque in a timely manner.


10
How do I pay the bill on behalf of someone?

To pay your bills on behalf of someone, first ensure that you have their StarHub Billing Account Number ready. Next, you may pay the bill through any of our payment methods listed below.


Pay Bills Online

Pay Bills via Cheque

Pay Bills by Phone Banking

Pay Bills via Kiosk

Pay Bills over the counter

Pay Bills via PayNow QR


11
How do I check my bill if I had forgotten my Hub iD?

It’s easy! Simply go to www.starhub.com/myaccount then click on "Forgot your Hub iD?" to retrieve your Hub ID. This will require you to either enter your NRIC/FIN or email address, so please have these information ready. After that, to check your bill:


You can download StarHub App via App Store / Google Play Store with your Hub iD.

OR

You can log in to My Account Manager via our StarHub website with your Hub iD.

OR

Simply key <NRIC>, bill, <StarHub Account No> and send to 2455. SMS charges applies.

Example : S1234567A, bill, 1.12345678


12
What should I do if I did not receive an OTP for my online payment(s)?

You may try the steps below if you are having issues with receiving OTP when making online payment.

  • You may restart your phone or switch flight/safe mode on/off before requesting another OTP
  • You may also insert the SIM to another phone, before resending your request
  • If the above steps are not enough, kindly check if the +65 number had been listed under "blocked numbers" Simply go to Settings > Messages > Blocked. Finally, remove +65 from the list and test again if you can now receive OTPs
  • If the issue persists, do contact the OTP sender for further assistance


PayNow QR


1
What benefits of paying my StarHub bills using PayNow QR?
  • Fast – Make payments almost instantly.
  • Easy – Enjoy ease of scanning PayNow QR on bill or download PayNow QR via StarHub App with reduced paperwork and better time management.
  • Secure – Funds transfer via Singapore PayNow banking and FAST network.

2
Are there any charges for using PayNow QR to pay my StarHub bill?

It is FREE. There is no StarHub service fee imposed for using PayNow QR.


3
What are the currencies supported by PayNow QR?

Only Singapore Dollar fund transfer is available for PayNow.


4
How do I register for PayNow to use PayNow QR payment option?

You can register for PayNow account through your bank. PayNow is currently available to Consumer and Business customers of the participating banks.


5
Which are the PayNow participating banks in Singapore?

6
What is PayNow QR and how does it work?

PayNow QR on StarHub bill or StarHub App is a QR representation of StarHub PayNow bank account identifier with StarHub customer's Postpaid Account Number (example: 1.12345678S) and bill amount.


Such PayNow QR can be found on StarHub bill or StarHub App who are on non-recurring payment arrangement and with due balance. The availability of PayNow QR code on the bill is to save customer hassle and lowers of the risk of human errors while making payment to StarHub. After scanning the PayNow QR or upload the PayNow QR into the existing mobile banking application of the participating banks, your StarHub billing information is automatically appearing on your banking app.


7
How do I make payment to StarHub via PayNow QR?

You can easily do so via your banking app that support PayNow QR via one of the following ways:


(a) Scan PayNow QR to Pay Bill

1. Open your PayNow QR supported banking app.
2. Tap on Scan to Pay or QR Pay on the app.
3. Scan PayNow QR on your StarHub bill.
4. Ensure your StarHub Billing Account No. (example: 1.12345678S) is included under "Bill Reference No", Payable Amount and Entity Name "STARHUB LTD" are populated on the banking app.
5. Confirm and submit your PayNow request.
6. Upon successful payment, you should receive a payment notifcation from your bank.


(b) Upload PayNow QR to Pay Bill

If you are accessing your StarHub bill on a mobile, you may screenshot and import the PayNow QR image into the banking app when making payment.

1. Open your PayNow QR supported banking app.
2. Look for upload QR image or photo gallery to upload PayNow QR.
3. Ensure your StarHub Billing Account No. (example: 1.12345678S) is included under "Bill Reference No", Payable Amount and Entity Name "STARHUB LTD" are populated on the banking app.
4. Confirm and submit your PayNow request.
5. Upon successful payment, you should receive a payment notifcation from your bank.


For details, please visit our PayNow QR guide.

8
How will I be notified if my PayNow payments are successful?

Outgoing PayNow transactions will be reflected on your banking app. If you have subscribed to electronic banking notification, you will be able to receive notification confirmation for outgoing PayNow transactions from your bank. Besides, StarHub also send SMS notification to inform StarHub Consumer mobile service number about payment received and processing time.


9
Are transfers via PayNow safe and secure?

Yes. PayNow is secure and adopts the same high security standards established by the banking industry in Singapore for funds transfer.


10
Is there a payment limit for PayNow?

The maximum limit for PayNow transfers via scanning of the PayNow QR code is up to a cumulative daily limit of S$1,000. Customer will be required to key in their two factor Authentication (2FA) number for transaction amount above S$1,000. For more details, please check with your respective PayNow participating bank for the maximum transaction limit.


11
How long does it take for StarHub to update payment into my StarHub bill/account?

Your payment via PayNow QR will be posted on the next business day after your payment date.


12
Can I use PayNow QR to pay on behalf of someone’s bill?

Yes, you can use PayNow QR to pay someone’s bill by scanning the PayNow QR reflected on their invoice.


13
I tried using PayNow QR to pay for my bill but I faced errors, what should I do?

If the error is relevant to banking app, please refer to your bank.


14
I am unable to locate my StarHub bill. Can you send me a copy of the PayNow QR Code?

PayNow QR is only available on StarHub bill with outstanding balance and account on non-recurring payment arrangement. For StarHub consumer who has access to StarHub App, you can download a copy of your StarHub bill or tap to download dynamic PayNow QR into your phone.


15
Can I use PayNow QR to make partial payments on my bill?

You can make partial payment by editing the bill amount on PayNow supported banking app.


16
I used PayNow QR and made partial payments on my bill, why is it that the balance is not changed when I used the PayNow QR again?

Successful PayNow QR payment with valid StarHub Postpaid Account No. (example: 1.12345678S) will be updated into your StarHub Postpaid Account the next business day.


17
Will I be notified if my payment via PayNow QR is rejected?

Since PayNow QR transaction is made on your PayNow supported banking app, StarHub as a Billing Organisation will not have such visibility if the payment made via PayNow QR has been rejected by your Bank.


18
How soon will my payment be updated in StarHub App?

Successful PayNow QR payment with valid StarHub Postpaid Account No. (example: 1.12345678S) will be updated into your StarHub Postpaid Account the next business day.


19
How do I make manual PayNow payment to StarHub using StarHub PayNow Proxy?

We recommend to pay your outstanding balance by simply scanning or uploading the PayNow QR image from your StarHub bill or download it from StarHub App. This will securely and automatically retrieve your account details for a hassle and error-free transaction.


Simply use your banking app that supports PayNow QR. For more details, please visit our PayNow QR guide.

1. Log into your preferred bank mobile banking app.

2. Select Scan QR / Scan & Pay / Upload PayNow QR option in the app.

3. Scan or Save & Upload the PayNow QR code located on the payment stub on your StarHub bill, into your mobile banking app.

4. Confirm payment.


If you insist to make manual PayNow payment to StarHub, please enter the complete StarHub Postpaid Account No. (example: 1.12345678S, refer below figure circles in green) under UEN/Bill Reference No. field on your banking app. Please note that invalid StarHub Postpaid Account No. will be rejected by the system and no payment update for your Postpaid Account No. will be reflected.


DBS app

PayNowQR_DBS app


20
Can I make a single manual PayNow payment to multiple StarHub billing accounts?

We only allow one PayNow transaction at a time to any StarHub Postpaid Account No. (example: 1.12345678S). This is to ensure accurate tracking and review of payment transactions.


21
What happens if I entered a wrong StarHub Billing Reference during my manual PayNow payment to StarHub?

StarHub reserves the discretion to accept or reject any incoming PayNow payment transaction with incorrect StarHub Postpaid Account No. and may return any unidentified bill payment made via PayNow to the same source of payment, through StarHub PayNow bank.


We seek your understanding to ensure that the correct StarHub Postpaid Account No. (example: 1.12345678S) has been reflected to the banking app should you choose to pay using PayNow via manual input of the StarHub PayNow Proxy.


Alternatively, we recommend you to pay StarHub bill by simply scanning or uploading the PayNow QR image from StarHub bill or StarHub App. This will securely and automatically retrieve your account details for a hassle and error-free transaction.


22
How can I download PayNow QR via StarHub App?

You can easily do so via StarHub App. Simply log in with your Hub iD login and follow the instruction below:

1) Login to StarHub App using your StarHub Hub iD.

2) Select "Bills" from menu.

3) Click on total outstanding balance.

4) Select the StarHub account to pay using PayNow QR.

5) Scroll down to look for "Payment" section and tap on "PayNow" one-time payment option.

6) Tap the "PayNow QR" button one-time payment option to generate dynamic PayNow QR.

7) Tap "Save to photos" button to automate save the generated PayNow QR into your phone photo gallery.


Please take note of the expiry date and time of the downloaded PayNow QR via StarHub App as it is only valid for 60 minutes for you to upload into your supported PayNow banking app for your online bill payment.


For the detailed steps on how to make payment to StarHub via PayNow QR, please refer PayNow QR’s FAQ 7 above.


23
What should I do if the online PayNow QR expires?

For online PayNow QR, it will be generated for each unique transaction request with a 60-minute expiry period. This unique PayNow QR will be invalid after the expiry date and time.


If your online PayNow QR code expires, you can initiate a new online request via StarHub App. For the detailed steps to generate new PayNow QR, please refer PayNow QR’s FAQ 22 above.


24
How do I ensure that I am downloading a legitimate StarHub generated dynamic PayNow QR?

To ensure security, you should only use the StarHub App to generate dynamic PayNow QR for your Billing Account that is on non-recurring payment arrangement and has outstanding balance.


Alternatively, you may scan the PayNow QR on your StarHub bill to make payment.


While making bill payment using PayNow QR on your banking app, please ensure the Entity Name appears on your supported PayNow banking app shows "STARHUB LTD" as this is official corporate name StarHub registered with Singapore PayNow Scheme.


25
What if I accidentally make more than one payment using the same PayNow QR?

The overpaid amount will be reflected in your account or bill as credit balance. This amount will be automatically deducted from the outstanding balance on your next StarHub bill(s).


26
Can I make PayNow payment by using STARHUB LTD’s UEN instead of scanning the PayNow QR on StarHub bill or PayNow QR download from StarHub App?

Customer should not make online PayNow payment using STARHUB LTD’s UEN number as the payment may not be processed without a unique StarHub Postpaid Account No. generated by us to identify your transaction.


StarHub reserves the discretion to accept or reject any incoming PayNow payment transaction with incorrect StarHub Postpaid Account No. and may return any unidentified bill payment made via PayNow to the same source of payment, through StarHub PayNow bank.


eGIRO


1
What is eGIRO?

eGIRO stands for Electronic GIRO. It is a digital initiative that digitises the GIRO application process with an aim to significantly reduce the GIRO set-up turnaround time. This is a joint initiative by The Association of Banks in Singapore (ABS), and participating banks, with the support of the Monetary Authority of Singapore (MAS).


2
How do I sign up eGIRO to setup recurring GIRO payment method for my StarHub Billing Account(s)?

Steps to apply via StarHub eGIRO website:

  1. Go to StarHub eGIRO application website on your web browser.

  2. Enter your “Applicant name” and “StarHub Postpaid Billing Account No.” (example: 1.12345678S) you wish to apply eGIRO on.

  3. Ensure “Recurring GIRO application” and ‘StarHub Ltd” are shown on StarHub eGIRO website.

  4. Enter your valid “Email address” (note: This email address may be used to follow up on eGIRO application request when necessary).

  5. Select the “Bank name” from the participated eGIRO bank drop down list you will be using for this eGIRO setup.

  6. Review StarHub Terms & Conditions and check the “I’m not a robot” CAPTCHA box.

  7. Click “Proceed” button to redirect you from StarHub eGIRO website to secure eGIRO banking website. Follow and complete the remaining steps required from your respective bank website.

  8. You will be redirected from the eGIRO bank website to StarHub eGIRO website to view your eGIRO application setup status.


3
How does eGIRO work and how can it benefit me?

You will now be able to apply for eGIRO via StarHub website to set up eGIRO in minutes. All you need to do is specify your designated bank for the payment through eGIRO.


4
When was eGIRO launched?

Singapore eGIRO service official launch in Singapore for selected banks and billing organisations in November 2021 while StarHub eGIRO service will be available to StarHub postpaid billing customers from September 2022 onwards. Please refer to the ABS website at https://abs.org.sg/consumer-banking/eGIRO for the latest list of participating banks.


5
How has the turnaround time been adjusted from Paper GIRO application to eGIRO

The current GIRO application using paper form process takes few weeks to complete end-to-end, from the internal billing organisation processing to the approval by the Bank.


With the new eGIRO process, the turnaround time is reduced to just within minutes.


A StarHub system generated notification (based on your predefined Bill Delivery Method: Email/SMS/Hardcopy) will be sent to you once your recurring GIRO application is approved by your band and setup into your StarHub Postpaid billing account.


6
Can I use a participating bank's application/website to create an eGIRO instruction in my bank account(s) for my StarHub Postpaid personal billing account(s)?

No. Currently, you can only create an eGIRO instruction via StarHub eGIRO application website to setup GIRO payment method for your StarHub Postpaid business billing account(s).


7
Will I be charged to use eGIRO?

No. Currently, you will not be charged for creating an eGIRO instruction via StarHub eGIRO website.


8
What are the measures in place to safeguard my data during eGIRO set up?

There are stringent security measures in place to safeguard your personal data that passes through eGIRO. Your data is encrypted. By signing up for eGIRO, it would have deemed that you have authorised StarHub to receive your data and to decrypt the data to execute postpaid bill deduction transaction that you requested. The authentication and authorisation process are underpinned by banks’ 2FA and Transaction Signing.


9
Will eGIRO replace current paper GIRO? 

We are glad to share that eGIRO will serve as an enhanced option that will allow you to process your application much faster, and you are encouraged to use this service. Meanwhile, should you prefer, you may still submit a GIRO paper application and follow the traditional process and timelines.


10
Will my paper GIRO application form submissions or existing instructions be migrated to eGIRO?

No. Existing instructions or new setups by paper forms will not be migrated to eGIRO.


11
Who are the participating banks in eGIRO?

At launch by the ABS, 8 participating banks will be taking part in eGIRO. Please refer to ABS website at https://abs.org.sg/consumer-banking/eGIRO for the latest list of participating banks.


12
What do I need before I can apply eGIRO via StarHub eGIRO application website?

You must be an existing StarHub business customer with active services (ie: Mobile, TV, Broadband, etc) with us.


13
I do not bank with any of the participating banks, How can I utilise this initiative to complete an eGIRO setup process?

Unfortunately, you will need to have a savings or current account with one of the participating banks to use eGIRO. Please refer to ABS website at https://abs.org.sg/consumer-banking/eGIRO for the latest list of participating banks.


14
Can I use StarHub online eGIRO application website to amend an existing eGIRO setup previously?

Currently, you will not be able to amend existing eGIRO instructions submitted via StarHub online eGIRO application website. You may however wish to initiate a termination request by sending us a message at  www.starhub.com/feedback or complete and return the StarHub GIRO payment termination form to us using the postage-paid mailer included with the form before resubmitting a new eGIRO set-up instruction via StarHub eGIRO application website.


15
How do I terminate eGIRO from my StarHub Postpaid Billing Account(s) that was setup previously via StarHub online eGIRO application website?

To terminate eGIRO arrangement, please complete and return the StarHub GIRO payment termination form StarHub using the postage-paid mailer included with the form. Kindly note that termination will take effect from next billing cycle and recurring deduction message is not displayed on your StarHub bill.