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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).

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.

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.

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.

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

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.

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.

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.

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.

Sign up for Recurring GIRO payment arrangement via StarHub App.

1) Log in with your Hub iD.

2) Select "Pay" from the bottom menu and Tap on "View & pay your bill"

3) Choose the 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.

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

Example : S1234567A, GIRO, 1.12345678

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.

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.

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.

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.

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.

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.

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

1) Log in with your Hub iD.

2) Select "Pay" from the bottom menu and Tap on "View & pay your bill"

3) Choose 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.

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.

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.

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 be on the next working day. You can refer to your bank statement or the following month’s StarHub bill for confirmation of your payment.

1) Tap “Pay”.

2) Tap “View & pay your bill”.

3) Tap the “Credit card payment” to enter the bill details.

4) Bill details will appear, scroll down and tap “Update credit card expiry”.

5) Update expiry date and click “Save” to update.

6) Confirmation screen will appear. Click “Yes” to proceed.

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.

• For American Express, MasterCard and Visa cardmember without 3D Secure enabled, please submit new Recurring Credit/Debit Card application using StarHub Recurring Credit Card Payment application/modification form and mail it back to us via post-paid mailer enclosed with the form to StarHub P.O. Box mailing address.

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 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.

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 per month for StarHub Postpaid Mobile customers as long as your account is under a recurring payment arrangement. 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.

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

*If your service(s) were disconnected, they’ll be reactivated within one hour from payment clearance.

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

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

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 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

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

• 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.

Please refer to The Association of Banks in Singapore (ABS) website for the latest list of participating banks at www.abs.org.sg/PayNow