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Postpaid Billing

Direct Carrier Billing Service for 3rd Party Goods Provider


1
What is ‘Collect on Behalf’ Service?

Collect on Behalf service allows StarHub Postpaid Mobile Subscribers to purchase Apps, Games In-App Content, Video and Charity Donation from 3rd Party Goods Providers such as Boku, other payment aggregators etc and charge it to their Postpaid Bill.


2
Is Collect on Behalf (or Direct Carrier Billing) Service available to Prepaid or Business customer?

No. Collect on Behalf Service is only available to StarHub Postpaid Mobile - Consumer subscribers.


3
What kind of content can be purchased from 3rd Party Goods Providers using Collect on Behalf Service?
  • Type of Content: Apps, Games, Books, Videos
  • In-app Purchases
  • Charity Donation 

4
What specific terms and conditions are applicable to Collect on Behalf Service?

All Collect on Behalf transactions are governed by StarHub’s service-specific terms for Billing and/or Collection on behalf of Third Party Application Stores Service found on StarHub Corporate Website.

By enabling Collect on Behalf service on 3rd Party Goods Providers such as Boku, you agree to these Terms of Service which include allowing a third party to retrieve your mobile number from your mobile service provider to facilitate the provision of service.


5
Who can access my personal data?

Personal data you have given to us as your mobile operator can only be accessed by us.


6
Why is Collect on Behalf (or StarHub Billing) Service not available to me?

Your mobile service is barred or blocked from using carrier billing service via PRS barring.


7
What is the transaction value limit and can it be changed?
  • Customers are allowed to purchase up to a maximum of S$100.00 worth of digital content per transaction (e.g Boku, PayPal, etc) except Google Play Store.
  • Transaction value limit is fixed.
  • Customer can switch to an alternate payment method to complete purchase.

8
What is the monthly spending limit and can it be changed?
  • Customers are allowed to purchase up to a maximum of S$100.00 worth of digital goods per calendar month per 3rd Party Goods Providers
    (e.g Boku, PayPal, etc) except Google Play Store.
  • Monthly spending limit is fixed.
  • Monthly sending limit is reset on the first day of every month.
  • Customer can switch to an alternate payment method to complete purchase.

9
How will the purchase look on my bill?

All charges will appear under the Mobile Service used at the time of purchase.
Transactions will appear under a section called:
“Itemised Usage Details -> Collect of Behalf Goods/Services”

3rd Party Goods Providers transactions will appear under sub-sections such as “Boku”.

Transaction details will include following details:

  • Time of purchase
  • Content name
  • Content publisher name
  • Charges

10
Will the customer be charged additional 7% GST on purchases made using Collect on Behalf Service?
  • You will be charged according to the list of the digital content on 3rd Party Goods Providers. The list price is inclusive of any applicable GST.
  • StarHub will not charge additional GST on top of the list price.

11
What can be done if the customer claims to have been overcharged for a transaction?

The customer will need to provide proof of being overcharged. Otherwise, the customer should contact the merchant/developer for clarifications.


12
Other than the StarHub Bill, does the customer receive an invoice or receipt for each purchase from 3rd Party Goods Providers as well?
  • You will receive a SMS invoice/receipt from 3rd Party Goods Providers on mobile device at the time of purchase.
  • SMS receipt will provide transaction info such as item name, date of transaction, support contacts and price breakdown (with applicable GST).

13
Do I receive a notification to approve my transaction?

You will receive a PIN via SMS to your mobile and you have to input this PIN to complete the purchase. The method of notification is dependent on the content provider. 


14
Can the customer remove Collect on Behalf Service as mode of payment or switch to an alternate payment method?

If the user does not want to charge the purchase to their mobile phone account, they can switch to another payment method at the time of purchase. Alternate payment method solution is dependent based on Content Providers.


15
I changed my SIM card and the Collect on Behalf option is not shown.

If you replace the SIM Card in your device with a SIM card from another Operator, you will not be able to use carrier billing service from StarHub.
But if you replace the SIM Card with another SIM card from StarHub, you may be eligible to use carrier billing service.

Note: Please ensure that your device is connected to the Mobile Network and not Wi-Fi for data access.


16
If I switch from StarHub to another mobile carrier, can I still continue paying via Collect on Behalf (or Direct Carrier Billing) service?

If the carrier that you switch to has not enabled carrier billing, then you won't be able to use this payment option anymore.


17
How do I enable Collect on Behalf service if I have changed my MSISDN / SIM card?

There is no initial setup to be done, you can purchase 3rd Party Goods Providers after changing your MSISDN/SIM card.


18
I would like to return an app or request for a refund.

You will have to contact the developer directly to initiate a refund. You will find the 3rd Party Goods Provider's contact information in the description of the item on your bill.


19
Do I need a StarHub Mobile Data connection to purchase content on 3rd Party Goods Providers?

No initial setup for Collect on Behalf (or Direct Carrier Billing) Service for digital content purchase, but you will need to be logged on to StarHub’s 3G/4G network. You can purchase from 3rd Party Goods Providers on your device or on the web but access to the mobile for verification to complete the purchase is required. You may download the app over Wi-Fi connection or StarHub’s 3G/4G network.


20
Is it possible to purchase content and charge to your phone bill when in roaming?

You can only purchase content in Roaming Network if you have already setup Collect on Behalf (or Direct Carrier Billing) service on your mobile account in your home network. Roaming data charges might be applicable for purchase content in overseas network.


21
Can purchases be made via PC/Mac?

Yes, Collect on Behalf (or Direct Carrier Billing) Service is available for purchases made from mobile device and PC/Mac, but requires access to the mobile for verification to complete the purchase.


22
What are the pre-requisites to use Collect on Behalf (or Direct Carrier Billing) Service on my device?

You must be logged on to StarHub network.


23
Why can’t I see the Collect on Behalf (or Direct Carrier Billing) option on my device?

If you are a prepaid or BRN customer, you will not have the Collect on behalf (or Direct Carrier Billing) service option on your device.


24
Who should I contact if I have a question about an app/game/book/video/charity donation purchase?

You may contact 3rd Party Goods Provider directly.

You may find the contact on:

  • your SMS receipt which contains the support email, OR
  • your StarHub mobile bill under 3rd Party Goods Providers with contact details.

25
How to recover paid apps or games?

You may contact 3rd Party Goods Provider directly.

You may find the contact on:

  • your SMS receipt which contains the support email, OR
  • your StarHub mobile bill under 3rd Party Goods Providers with contact details.

26
I have made a purchase on but the app/game/book/video failed to install. What can I do?

You may contact 3rd Party Goods Provider directly.

You may find the contact on:

  • your SMS receipt which contains the support email, OR
  • your StarHub mobile bill under 3rd Party Goods Providers with contact details.

27
Links to Official Help


Boku

Support Help web portal
http://www.boku.com/support

Transaction History, Refunds functionality, Customer Support Contact, Billing Help links

Email:support@boku.com

Transaction History, Refunds

Phone support: 31584215
(Monday-Friday – 9am-5pm)

Transaction History, Refunds



Coda Payments

Email:
support@codapayments.com

Transaction History, Refunds

Phone support: 31585882
(Monday-Friday – 9am-5pm)

Transaction History, Refunds



NextGen Mobile

Email:
helpsg@mobividio.com

Transaction History, Refunds

Phone support: 800-101-2298
(Monday-Friday – 9am-6pm)

Transaction History, Refunds



Money Online (MOL)

Phone support: 65351664
(Monday-Friday – 9am-6pm)

Transaction History, Refunds



Buongiorno

Email:
sg@buongiorno.com

Transaction History, Refunds

Phone support: 800-825-3843
(Monday-Friday – 8am-5pm)

Transaction History, Refunds



Collect on Behalf (or Direct Carrier Billing) Service for Google Play Store FAQ


1
Which devices are compatible?

All Android devices with a software version 2.2 and Google Play 2.3.6 and higher. For subscriptions you need at least Google Play 3.5.


2
Why can’t I see the Collect on Behalf (or Direct Carrier Billing) option on my device?

You have to make sure that:

  • The Google Play version is 3.4.x and higher
  • You may need to clear the cache of Google Play to allow service discovery to take place:
    1. Go to Applications in your Android Settings
    2. Select Google Play application
    3. Force Stop
    4. Clear Cache
    5. Open Google Play and accept the Terms of Services
  • You are connected via mobile network such as 4G, 3G, and 2G etc.
  • The account association between your Google account and your mobile phone account (SIM card) has been successfully completed
  • The price of the item you want to purchase doesn't contain a ~ (tilde), this means it's only an estimated price and those can't be purchased via your phone bill

Usually, if a purchase is declined, you will see an error message, which gives you a hint as to why the purchase couldn´t be processed.


3
I have changed my SIM card and no Collect on Behalf (or Direct Carrier Billing) option is shown on Google Play.

If you have changed your SIM card or MSISDN, you will need to ensure your phone is provisioned.

Please proceed with the following procedure in order to trigger a new provisioning:

  1. Go to Applications in your Android Settings
  2. Select Google Play application
  3. Force Stop
  4. Clear Cache
  5. Open Google Play and accept the Terms of Services

4
I have switched to another mobile operator and the Collect on Behalf (or Direct Carrier Billing) option is not shown.

If you have switched the SIM Card to another Operator, you are not allowed to use the service over your former Operator anymore. But if you switch to an Operator, who is providing the similar service as well, please do the following procedure:

  1. Go to Applications in your Android Settings
  2. Select Google Play application
  3. Force Stop
  4. Clear Cache
  5. Open Google Play and accept the Terms of Services

The error code from the new operator will trigger a new user association. Your existing Email address will then be mapped to your new MSISDN.


5
Who should I contact if I have a question about a content purchase on Google Play Store?

Please contact the content publisher/developer that you made a purchase from if you have any questions or issues regarding the content or application.

You have two options to find the developers' contact information:

  • Visit Google Play via the client and select the app via context menu ‘My Apps’
  • On the app's description page, scroll down to the "Developer" section
  • One of the following contact options will be provided: an email address, a phone number, or a website.
  • Alternatively each purchase on Google Play is followed by the email with the purchase description and developer contact details.

Google Wallet (http://wallet.google.com) is a handy tool which contains all transactions and respective information regarding the developer.


6
Do I need a Gmail account to use Collect on Behalf (or Direct Carrier Billing)?

Yes, it is a pre-requisite to have a valid Gmail account even though you don't want to use the email function. You will receive an email receipt/invoice from Google after each purchase/refund transaction. The email receipt contains detailed information regarding the transaction for your future reference.


7
Why are the available content types on Google Play Store changing when I am in Roaming?

Google Play usually displays the content types of the country from where you are currently accessing the store. So there might be a discrepancy of the content types displayed which you are used to and the content types you are eligible to purchase.

Unfortunately you are only able to purchase content with carrier billing which is enabled in your country. For the available content types the amount of money will be transferred into the currency of the country where your SIM card is registered.


8
I want to stop paying via Collect on Behalf (or Direct Carrier Billing) option, how can I do so?

To stop charging via Collect on Behalf (or Direct Carrier Billing), you can delete this payment method as mentioned below:

  1. Sign in to your Google Wallet account at https://wallet.google.com/manage   
  2. Click Payment methods along the left side of the page.
  3. Click delete next to the Mobile Payment option.

You may switch to the other modes of payment by clicking on the small green arrow on the upper right side which appears during the purchase process. By clicking on the arrow you will see a drop down menu with all available payment methods.


9
How do I recover paid apps?

Your application purchases are tied to your Google Account and can be installed an unlimited amount of times on any of your devices associated with your Gmail address.

If you are being asked to purchase an application you have already purchased on Google Play on an existing or previous device, you might be using a different account than the one you were using at the time you made your purchase. Please choose the correct Google account which you easily can do via the Google Play menu. Please note that free applications are not saved to “My Apps” if you removed them from your device.

If the issue persists, please contact the developer with the receipt of the purchase.


10
I have made a purchase on Windows Phone Store but the app failed to install. What can I do?

Your application purchases are tied to your Google Account and can be installed an unlimited amount of times on any of your devices associated with your Google address

You may locate all your purchased apps under ‘My Apps’ section on Google Play on your mobile device.



Subscriptions on Google Play Store


1
How do I manage my subscriptions?

You can see all current/past subscriptions in your Google Wallet Account, in Google Play.

To access Google Wallet go to wallet.google.com and login with your Google Account.


2
How do I cancel a subscription?

There are 2 ways to stop your subscription:

  1. Google Wallet (wallet.google.com)
  2. Google Play client (installed on the device)

Google Play considers the subscription valid until the end of the current billing cycle, i.e. the status of the subscription will not change in Google wallet before the next billing cycle would start. You can continue to enjoy the content for the rest of the cycle.


3
Can I carry over my subscriptions to a new Google Mail account?

Your subscription plan is tied to your Google Account. Once you change your account and delete the old one all Apps and Subscriptions are lost.

If you wish to keep your current subscriptions you will need to subscribe again.


4
What happens to my subscriptions if I change my phone?

Your subscription plan is tied to your Google Account. You can carry it on to another phone as long as it is and Android-based handset.


5
Can I change my subscription from Monthly to Yearly or other way around?

No, you cannot change it on your own. The developer decides on the subscription model hence the amount and billing period.


6
Can I obtain a refund for a subscription within 15 minutes like one-time payment?

Unfortunately, subscriptions are non-refundable within 15 minutes of subscribing to the service.

The only way of refunding a subscription is by contacting the developer.


7
What is a free-trial period for subscription?

If you subscribed to a service with a free-trial period, you can test the service with a subscription model and the first charge will happen after the free trial period ends.

If you cancel the subscription within the trial period, you will not get charged at all.


8
Are there any device-specific requirements for subscriptions?

The version of Google Play Store on your device may need an update. For subscriptions you need at least Google Play 3.5.


9
Links to official help pages


Google Support Page

Google Wallet
(Customer login required)

Transaction History, Refunds functionality, Customer Support Contact, Billing Help links

Google Play Help Centre

Self-Help Information, FAQs

Google Play Store
(Customer loginrequired)

Transaction History, Refunds functionality, Customer Support Contact, Billing Help links



Direct Carrier Billing Service for App Stores 


1
General Service Information

How does Apple App Store Collect on Behalf (or Direct Carrier Billing) works?
Direct Carrier Billing Service is a Collect on Behalf Service offered by StarHub that allows StarHub Postpaid Mobile Subscribers to make purchases on Apple platform or devices (iPhone, iPad, Apple TV, Mac) and charge it to their monthly bill.

Is Collect on Behalf (or Direct Carrier Billing) Service available to Prepaid or Business customer?
No. This service is only available to StarHub Postpaid Mobile - Consumer subscribers.

How to sign up for Collect on Behalf (or Direct Carrier Billing)?
You need to have an Apple ID to setup the mobile payment option.

What kind of content can be purchased from Microsoft using Direct Carrier Billing Service?

  • Type of Content: App Store, Apple Music, iCloud storage etc.
  • In-app Purchases
  • Subscriptions


What specific terms and conditions are applicable to Collect on Behalf (or Direct Carrier Billing) Service?
This Service is governed by StarHub’s service specific terms for Billing and/or Collection on behalf of Third Party Application Stores Service found on StarHub Corporate Website.
By enabling this service on Apple you agree to these Terms of Service.

Who can access my personal data?
Personal data you’ve given to us as your mobile operator can only be accessed by us.
Refer to Apple Data Privacy terms for any personal data you may have disclosed to them during setup of Apple account.


2
Restrictions

Why is Collect on Behalf (or Direct Carrier Billing) Service not available to me?
Your mobile service is barred or blocked from using carrier billing service via PRS Barring.


What is the transaction value limit and can it be changed?

  • Customers are allowed to purchase up to a maximum of S$300.00 (for selected customers, for Apple ) worth of digital content per transaction.
  • Transaction Value Limit is FIXED.
  • Customer can switch to an alternate payment method to complete purchase.
     

What is the monthly spending limit and can it be changed?

  • Customers are allowed to purchase up to a maximum of S$600.00 (for selected customers, for Apple) worth of digital goods per calendar month per partner
  • Monthly Spending Limit is FIXED
  • Monthly Spending limit is reset on the first day of every month.
  • Customer can switch to an alternate payment method to complete purchase.


Will I be able to set up Collect on Behalf (or Direct Carrier Billing) using a single StarHub mobile number for all of the Apple accounts?
No, you will not be able to selectively disable iTunes DCB for specific Apple devices as payment information is tagged to the Apple ID.


Will I be able to charge my Collect on Behalf (or Direct Carrier Billing) purchases to another StarHub mobile number using the same Apple ID?
Yes, you can charge to another StarHub mobile number:

  • Access to App store, scroll to the bottom and select your Apple ID.
  • Select ‘View Apple ID’
  • Sign in with your Apple ID and password
  • Select ‘Payment Information’ and click ‘Done’.
  • Select ‘Mobile Phone’ and then ‘Use Different Mobile Number’
  • Enter the mobile number you wish to charge your purchases to
  • Fill in Account information and click ‘Next’. A verification code will be sent to you.
  • Once the code has been verified, you will be returned to the Account screen.
  • Select ‘Done’ and you are now ready to make purchases!

3
Bill Presentation or Charges on StarHub Bill

How will the purchase look like on my bill?
All charges will appear under the Mobile Service used at the time of purchase.
Transactions will appear under a section called:
“Itemised Usage Details -> Collect of Behalf Goods/Services”

Apple transactions will appear under sub-section: “Apple iTunes Store”.

Transaction details will include following details:

  • Date and time of purchase
  • Apple order ID
  • Charges


Will customer be charged additional 7% GST on purchases made using Collect on Behalf Service?
StarHub will not charge additional GST on top of the list price.

Other than StarHub Bill, Do I receive an invoice or receipt for each purchase from Apple as well?

  • You'll receive an email invoice/receipt from Apple at the time of purchase.
  • Email receipt will provide transaction info such as order ID, item name, date of transaction, support contacts and price breakdown (w applicable GST)
  • You can also login to your Apple ID to check your transaction history.

4
Switch Payment method or Remove Collect on Behalf Service

Can I switch to an alternate payment method?
Yes. You can switch to another payment method at the time of purchase.


If I switch from StarHub to another mobile carrier, can I still continue paying via Collect on Behalf (or Direct Carrier Billing) service?
When you switch to another mobile operator, you would need to go through the process of setting up this payment method for Apple.
If the carrier that you switch to has not enabled this service, then you won't be able to use this payment option anymore.

Can purchases be made via PC or other Apple devices?
Yes. Once you have set up the mobile billing payment option on your Apple ID, all purchases made via PC or other Apple devices logged in with the same Apple ID will charged through Collect on Behalf (or Direct Carrier Billing).


5
Refund/Waiver of Charges

Can I obtain a refund for my purchase?
For more assistance, please call 800-186-1087 or visit Apple Support.  


6
Service Access

Do I need an Apple ID to use Collect on Behalf (or Direct Carrier Billing)?
Yes, it is a pre-requisite to have a valid Apple ID even though you don´t want to use the email function. You will receive an email receipt/invoice from Apple after each purchase/refund transaction. The email receipt contains detailed information regarding the transaction for your future reference.

Do I need internet connection to purchase content on Apple?
Yes, you must be connected to Internet via mobile data or WiFi.


7
Support

Who should I contact if I have a question about a content purchase on Apple products?
Please contact Apple customer support if you have any questions or issues regarding the content or application.


I want to stop paying via Collect on Behalf (or Direct Carrier Billing) option, how can I do so?
To stop charging via Collect on Behalf (or Direct Carrier Billing), you can activate PRS Barring.


8
Data Charges

Apart from the application listed price are there additional fees for the use of mobile billing service?
Yes. Data charges are applicable when browsing the marketplace and downloading the applications. Kindly note, if the service is used while abroad, data roaming charges are applicable.


9
Subscription

How do I manage my subscriptions?
You can see all current / past subscriptions in your Apple ID.
Login to Apple ID.


How to cancel a subscription?
To cancel subscription, please login Apple ID.


10
Links to Official Help Pages


Apple Support Page

Apple Customer Support

https://support.apple.com/en-sg

Transaction History, Refunds functionality, Customer Support Contact, Billing Help links.

Self-Help Information, FAQs



Direct Carrier Billing Service for Google Play


1
General Service Information

What is ‘Collect on Behalf’ or ‘Direct Carrier Billing’ Service for App Stores?

Direct Carrier Billing Service is a Collect on Behalf Service offered by StarHub that allows StarHub Postpaid Mobile Subscribers to purchase Apps, Games and In-App Content from app store such as Google Play Store and charge it to their Postpaid Bill.


Is Collect on Behalf (or Direct Carrier Billing) Service available to Prepaid or Business customer?

No. This service is only available to StarHub Postpaid Mobile - Consumer subscribers.


What kind of content can be purchased from App Store using Direct Carrier Billing Service?

  1. Type of Content: Apps, Games, Books
  2. In-app Purchases
  3. Subscriptions


What specific terms and conditions are applicable to Collect on Behalf (or Direct Carrier Billing) Service?

This Service is governed by StarHub’s service specific terms for Billing and/or Collection on behalf of Third Party Application Stores Service found on StarHub Corporate Website.

By enabling this service on Google Play Store you agree to these Terms of Service.


Who can access my personal data?

Personal data you’ve given to us as your mobile operator can only be accessed by us.

Refer to Google Data Privacy terms for any personal data you may have disclosed to them during setup of Google account.


2
Restrictions

Why is Collect on Behalf (or Direct Carrier Billing) Service not available to me?

Your mobile service is barred or blocked from using carrier billing service via PRS barring.

What is the transaction value limit and can it be changed?

  • Customers are allowed to purchase up to a maximum of S$300.00 (for selected customers, for Google play) worth of digital content per transaction.
  • Transaction Value Limit is FIXED.
  • Customer can switch to an alternate payment method to complete purchase.


What is the monthly spending limit and can it be changed?

  • Customers are allowed to purchase up to a maximum of S$300.00/S$600.00 (for selected customers, for Google play) worth of digital goods per calendar month per App Store.
  • Monthly Spending Limit is FIXED.
  • Monthly Spending limit is reset on the first day of every month.
  • Customer can switch to an alternate payment method to complete purchase.

3
Bill Presentation or Charges on StarHub Bill

How will the purchase look like on my bill?

All charges will appear under the Mobile Service used at the time of purchase.
Transactions will appear under a section called: “Itemised Usage Details -> Collect of Behalf Goods/Services”.

Google Play Store transactions will appear under sub-section: “Google Play Store”.

Transaction details will include following details:

  • Time of purchase
  • Content name
  • Content publisher name
  • Charges


Will customer be charged additional 7% GST on purchases made using Collect on Behalf Service?

StarHub will not charge additional GST on top of the list price.


Other than StarHub Bill, Do I receive an invoice or receipt for each purchase from Google as well?

  • You'll receive an email invoice/receipt from Google in the mail account used on mobile device at the time of purchase.
  • Email receipt will provide transaction info such as item name, date of transaction, support contacts and price breakdown (w applicable GST).
  • You can also login to Google Wallet (https://wallet.google.com) to check your transaction history.

4
Switch Payment Method or Remove Collect on Behalf Service

Can I switch to an alternate payment method?

Yes. You can switch to another payment method at the time of purchase.


5
Switch SIM Card/Mobile Operator

I changed my SIM card and the Collect on Behalf (or Direct Carrier Billing) option is not shown.

If you replace the SIM Card in your device with a SIM card from another Operator, you will not be able to use carrier billing service from StarHub. However if you replace the SIM Card with another SIM card from StarHub, you may be eligible to use carrier billing service.

Note: Replacing a SIM card will initiate the verification and provisioning process. Please ensure that your device is connected to Mobile Network and not Wi-Fi for data access.


If I switch from StarHub to another mobile carrier, can I still continue paying via Collect on Behalf (or Direct Carrier Billing) service?

When you switch to another mobile operator, you would need to go through the process of setting up this payment method for Google Play Store.

If the carrier that you switch to has not enabled this service, then you won't be able to use this payment option anymore.


How do I enable Collect on Behalf (or Direct Carrier Billing) service if I have changed my MSISDN/SIM card?

If you have changed your SIM card or MSISDN, you will need to ensure your phone is provisioned to use this service.

Please connect your device to Mobile Network for data access instead of Wi-Fi for Mobile Service verification and provisioning to be completed.


6
Refund/Waiver of Charges

Can I obtain a refund for my purchase?

There is no refunds policy for purchases made through Collect on Behalf (or Direct Carrier Billing) Service.

It is your responsibility to ensure that the application is compatible with your device before the purchase. Also, refer to the application reviews and star rating to determine the quality of the app.


I would like to return an app on Google Play Store?

If you bought an Application or Game from Google Play Store, you will have 2 hours from the time of download to refund the purchase with a full refund.


How to return an app within the 2 hours return period:

  • Launch Google Play on your device, Select Menu > My Apps, Select the app you'd like to return.
  • If the 2 hours refund window has not yet passed, the app is eligible for refund and will have a button saying "Refund". Select the Refund option. After clicking “Refund” the client will automatically uninstall the application and trigger a refund.
  • You can also check the status of the transaction within Google Wallet.

If the 2 hours return window has expired, you will have to contact the developer directly to initiate a refund. You'll find the developers' contact information in the description of the item and Google Wallet.

Please note that there are different refund policies for Books, Music, In-app-payments and Subscriptions. Generally, Google only allows a trial-period for Apps and Games (2 hours) as well as for some of the subscriptions (30 days), mainly magazines.

Note: All Refunds made within 2 hours are considered as “CANCELED” purchases.


What if I want a refund and I've owned the App for longer than 2 hours?

After the initial 2 hours you will be able to request a refund by emailing the App developer directly by using the contact details on the purchase page.

For more information please review Google’s Refund & purchase policies at https://support.google.com/googleplay/answer/2479637?hl=en.


How can I control unauthorized purchases?

As a safety measure you are can add password protection to help prevent accidental or unwanted purchases on your account. You can add it through your Google Play Store app settings.

Open the Google Play Application and select "Settings" from the top right menu.

Under "User Controls" select the check box next to Password.
Enter your Google Account password to confirm the change.


What devices are compatible?

The Google Play store app comes pre-installed on supported Android devices running Android OS version 2.2 (Froyo) and above. You can find and open the Google Play Store app from your device’s app launcher. All your content is instantly available across all of your Android devices. For a complete list of supported devices please click on the following link:
https://support.google.com/googleplay/answer/1727131?hl=en&ref_topic=2803017.


7
Service Access

Do I need a StarHub Mobile Data connection to purchase content on Google Play?

During the initial setup of Collect on Behalf (or Direct Carrier Billing) Service for digital content purchase, you will need to be logged on to StarHub’s 3G/4G network.

Once the setup is successfully completed, you may download the app over Wi-Fi connection or StarHub’s 3G/4G network.


Is it possible to purchase content and charge to your phone bill when in roaming?

You can only purchase content in Roaming Network if you have already setup Collect on Behalf (or Direct Carrier Billing) service on your mobile service in your home network.


Can purchases be made via PC / Mac?

No, Collect on Behalf (or Direct Carrier Billing) Service is available for purchases made from mobile device only.


If I accidentally delete an app, will I be charged twice to get it again?

No, your purchases are accessible from 'My Apps' section within Google Play, as long as you use the same Google Id that you used to download the app (i.e. youraccountname@gmail.com), you will not be charged again.


Why can’t I see the Collect on Behalf (or Direct Carrier Billing) option on my device?

You have to make sure that:

  • The Google Play version is 3.4.x and higher
  • You may need to clear the cache of Google Play to allow service discovery to take place:
    1. Go to Applications in your Android Settings
    2. Select Google Play application
    3. Force Stop
    4. Clear Cache
    5. Open Google Play and accept the Terms of Services
  • You are connected via mobile network such as 4G, 3G, and 2G etc.
  • The account association between your Google account and your mobile phone account (SIM card) has been successfully completed.
  • The price of the item you want to purchase doesn't contain a ~ (tilde), this means it's only an estimated price and those can't be purchased via your phone bill.

Usually, if a purchase is declined, you will see an error message, which gives you a hint as to why the purchase couldn't be processed.


I have changed my SIM card and no Collect on Behalf (or Direct Carrier Billing) option is shown on Google Play.

If you changed your SIM card or MSISDN, you will need to ensure your phone is provisioned.
Please proceed with the following procedure in order to trigger a new provisioning:

  1. Go to Applications in your Android Settings
  2. Select Google Play application
  3. Force Stop
  4. Clear Cache
  5. Open Google Play and accept the Terms of Services


I have switched to another mobile operator and the Collect on Behalf (or Direct Carrier Billing) option is not shown.

If you switch the SIM Card to another Operator, you are not allowed to use the service over your former Operator anymore. But if you switch to an Operator, who is providing the similar service as well, please do the following procedure:

  1. Go to Applications in your Android Settings
  2. Select Google Play application
  3. Force Stop
  4. Clear Cache
  5. Open Google Play and accept the Terms of Services

The error code from the new operator will trigger a new user association. Your existing Email address will then be mapped to your new MSISDN.


Who should I contact if I have a question about a content purchase on Google Play Store?

Please contact the content publisher/developer that you made a purchase from if you have any questions or issues regarding the content or application.

You have two options to find the developers' contact information:

  • Visit Google Play via the client and select the app via context menu ‘My Apps’
  • On the app's description page, scroll down to the "Developer" section
  • One of the following contact options will be provided: an email address, a phone number, or a website.
  • Alternatively each purchase on Google Play is followed by the email with the purchase description and developer contact details.

Google Wallet (http://wallet.google.com) is a handy tool which contains all transactions and respective information regarding the developer.


Do I need a Gmail account to use Collect on Behalf (or Direct Carrier Billing)?

Yes, it is a pre-requisite to have a valid Gmail account even though you don´t want to use the email function. You will receive an email receipt/invoice from Google after each purchase/refund transaction. The email receipt contains detailed information regarding the transaction for your future reference.


Why are the available content types on Google Play Store changing when I am in Roaming?

Google Play usually displays the content types of the country from where you are currently accessing the store. So there might be a discrepancy of the content types displayed which you are used to and the content types you are eligible to purchase.

Unfortunately you are only able to purchase content with carrier billing which is enabled in your country. For the available content types the amount of money will be transferred into the currency of the country where your SIM card is registered.


I want to stop paying via Collect on Behalf (or Direct Carrier Billing) option, how can I do so?

To stop charging via Collect on Behalf (or Direct Carrier Billing), you can delete this payment method as mentioned below:

  1. Sign in to your Google Wallet account at https://wallet.google.com/manage.
  2. Click Payment methods along the left side of the page.
  3. Click delete next to the Mobile Payment option.

You may switch to the other modes of payment by clicking on the small green arrow on the upper right side which appears during the purchase process. By clicking on the arrow you will see a drop down menu with all available payment methods.


How do I recover paid apps?

Your application purchases are tied to your Google Account and can be installed an unlimited amount of times on any of your devices associated with your Gmail address. If you are being asked to purchase an application you have already purchased on Google Play on an existing or previous device, you might be using a different account than the one you were using at the time you made your purchase. Please choose the correct Google account which you easily can do via the Google Play menu. Please note that free applications are not saved to “My Apps” if you removed them from your device.

If the issue persists, please contact the developer with the receipt of the purchase.


8
Subscriptions on Google Play Store

How do I manage my subscriptions?

You can see all current / past subscriptions in your Google Wallet Account, in Google Play.

To access Google Wallet go to wallet.google.com and login with your Google Account.


How do I cancel a subscription?

There are 2 ways to stop your subscription:

  1. Google Wallet wallet.google.com
  2. Google Play client (installed on the device)

Google Play considers the subscription valid until the end of the current billing cycle, i.e. the status of the subscription will not change in Google wallet before the next billing cycle would start. You can continue to enjoy the content for the rest of the cycle.


Can I carry over my subscriptions to a new Google Mail account?

Your subscription plan is tied to your Google Account. Once you change your account and delete the old one all Apps and Subscriptions are lost.

If you wish to keep your current subscriptions you will need to subscribe again.


What happens to my subscriptions if I change my phone?

Your subscription plan is tied to your Google Account. You can carry it on to another phone as long as it is and Android-based handset.


Can I change my subscription from Monthly to Yearly or other way around?

No, you cannot change it on your own. The developer decides about the subscription model hence the amount and billing period.


What is a Free-trial period for subscription?

If you subscribed to a service with a free-trial period, you can test the service with a subscription model and the first charge will happen after the free trial period ends.

If you cancel the subscription within the trial period, you will not get charged at all.


9
Links to Official Help Pages

Google Support Page

Google Wallet
(Customer login required)

Transaction History, Refunds functionality, Customer Support Contact, Billing Help links.

Google Play Help Centre

Self-Help Information, FAQs

Google Play Store
(Customer login required)

Transaction History, Refunds functionality, Customer Support Contact, Billing Help links


Direct Carrier Billing Service for Microsoft and Xbox


1
General Service Information

How does Microsoft and Xbox Collect on Behalf (or Direct Carrier Billing) work?

Direct Carrier Billing Service is a Collect on Behalf Service offered by StarHub that allows StarHub Postpaid Mobile Subscribers make purchases on Microsoft Windows 10 platform and charge it to their monthly bill.


Is Collect on Behalf (or Direct Carrier Billing) Service available to Prepaid or Business customer?

No. This service is only available to StarHub Postpaid Mobile - Consumer subscribers.


How to sign up for Collect on Behalf (or Direct Carrier Billing)?
You need to have a Microsoft Account to setup the mobile payment option.


What kind of content can be purchased from Microsoft using Direct Carrier Billing Service?

  • Type of Content: Apps, Games, Video, Music, Desktop Softwares, Xbox
  • In-app Purchases
  • Subscriptions


What specific terms and conditions are applicable to Collect on Behalf (or Direct Carrier Billing) Service

This Service is governed by StarHub’s service specific terms for Billing and/or Collection on behalf of Third Party Application Stores Service found on StarHub Corporate Website. By enabling this service on Microsoft you agree to these Terms of Service https://www.microsoft.com/en-sg/store/b/terms-of-sale.


Who can access my personal data?

Personal data you have given to us as your mobile operator can only be accessed by us. Refer to Microsoft Data Privacy terms for any personal data you may have disclosed to them during setup of Microsoft account.


2
Restrictions

Why is Collect on Behalf (or Direct Carrier Billing) Service not available to me?

Your mobile service is barred or blocked from using carrier billing service via full PRS Barring.


What is the transaction value limit and can it be changed?

  • Customers are allowed to purchase up to a maximum of S$300.00 (for selected customers, for Microsoft ) worth of digital content per transaction.
  • Transaction Value Limit is FIXED
  • Customer can switch to an alternate payment method to complete purchase.


What is the monthly spending limit and can it be changed?

  • Customers are allowed to purchase up to a maximum of S$600.00 (for selected customers, for Microsoft) worth of digital goods per calendar month per partner
  • Monthly Spending Limit is FIXED
  • Monthly Spending limit is reset on the first day of every month.
  • Customer can switch to an alternate payment method to complete purchase.


Will I be able to set up Collect on Behalf (or Direct Carrier Billing) using a single StarHub mobile number for all of the Microsoft accounts?

Yes, you can link up to 5 Microsoft Accounts under the same StarHub mobile number.


3
Bill Presentation or Charges on StarHub Bill

How will the purchase look on my bill?

All charges will appear under the Mobile Service used at the time of purchase.

Transactions will appear under a section called: “Itemised Usage Details -> Collect of Behalf Goods/Services

Microsoft transactions will appear under sub-section: “Microsoft Store”

Transaction details will include following details:

  • Time of purchase
  • Content name
  • Content publisher name
  • Charges


Will customer be charged additional 7% GST on purchases made using Collect on Behalf Service

StarHub will not charge additional GST on top of the list price.


Other than StarHub Bill, Do I receive an invoice or receipt for each purchase from Microsoft as well?

  • You'll receive an email invoice/receipt from Microsoft in the mail account used on mobile device at the time of purchase.
  • Email receipt will provide transaction info such as item name, date of transaction, support contacts and price breakdown (with applicable GST).
  • You can also login to your Microsoft Account to check your transaction history.

4
Switching of Payment Method or Removal of Collect on Behalf Service

Can I switch to an alternate payment method?

Yes. You can switch to another payment method at the time of purchase.


If I switch from StarHub to another mobile carrier, can I still continue paying via Collect on Behalf (or Direct Carrier Billing) service?

When you switch to another mobile operator, you would need to go through the process of setting up this payment method for Microsoft. If the carrier that you switch to has not enabled this service, then you won't be able to use this payment option anymore.


Can purchases be made via PC/Mac?

Yes, once you have set up the mobile billing payment option on your Microsoft account, all purchases made via PC, Xbox, Windows Phone or other devices logged in with the same Microsoft account will charged via Collect on Behalf (or Direct Carrier Billing).


5
Refund/Waiver of Charges

Can I obtain a refund for my purchase?
For more assistance, please visit https://support.microsoft.com/en-sg.


6
Service Access

Do I need a Microsoft account to use Collect on Behalf (or Direct Carrier Billing)?

Yes, it is a pre-requisite to have a valid Microsoft account even if you do not wish to use the email function. You will receive an email receipt/invoice from Microsoft after each purchase/refund transaction. The email receipt contains detailed information regarding the transaction for your future reference.


Do I need a internet connection to purchase content on Microsoft Store and Xbox?

Yes, you must be connected to Internet via mobile data or WiFi.


7
Support

Who should I contact if I have a question about a content purchase on Microsoft products?

Please contact Microsoft customer support if you have any questions or issues regarding the content or application.

  • Visit https://support.microsoft.com/en-sg and login to their Microsoft Account
  • There is “Contact Microsoft Support” section
  • You have three options to reach Microsoft support - brief description about your issue in the enquiry box , leave your mobile number to Microsoft customer support to call back or Live chat.


I want to stop paying via Collect on Behalf (or Direct Carrier Billing) option, how can I do so?

To stop charging via Collect on Behalf (or Direct Carrier Billing), you can activate full PRS Barring.


8
Data Charges

Apart from the application listed price are there additional fees for the use of mobile billing service?

Yes. Data charges are applicable when browsing the marketplace and downloading the applications. Kindly note that if the service is used while abroad, data roaming charges are applicable.


9
Subscription

How do I manage my subscriptions?

You can access all current and past subscriptions in your Microsoft Account.

How to cancel a subscription?
To cancel a subscription, please log in to Microsoft Account.


10
Links to Official Help Pages


Microsoft Support Page

Microsoft Customer Support

https://support.microsoft.com/en-sg

Transaction History, Refunds functionality, Customer Support Contact, Billing Help links.

Self-Help Information, FAQs