How can we help you today?

StarHub e-bill FAQ

About StarHub e-bill


1
What is StarHub e-bill?

StarHub e-bill is our paperless billing service. You can retrieve and view your bills by logging into My StarHub App with your Hub iD. Use of StarHub e-bill service is subject to StarHub e-bill Terms & Conditions.


2
What’s great about StarHub e-bill?

You can:

  • enjoy easy access to your bills and account information, anytime and anywhere
  • receive prompt notifications via e-mail or SMS when your bill is ready
  • view up to the last 6 bills for better management of your account
  • pay your bills online at your convenience
  • receive Payment Due Alert notification(s) via e-mail and/or SMS

3
How does StarHub e-bill work?

Every month, when your bill is ready for viewing, you will receive an email or SMS notification (based on your preferences). You can then log in to My StarHub App to make payment for your bill.


Receiving StarHub e-bill


1
Who can receive StarHub e-bill?

All our customers who have an active Service(s) with StarHub can receive StarHub e-bills. Firstly, you must have a Hub iD account with us and provide an active and valid email address and/or a mobile number.


2
I have been receiving paper bills from StarHub. Will I be switched automatically to StarHub e-bill?

You will be switched automatically to StarHub e-bill only if you have done any of the following:

  1. Opt for e-bill and selected EMAIL or SMS as your preferred way to receive StarHub e-bill notification
  2. Recontract
  3. Sign up for a new service

3
I am currently still receiving paper bills only. How can I receive StarHub e-bill?

You can easily do so via My StarHub app.


Step 1: Log in with your Hub iD on My StarHub app and tap on “Bills”.

Step 2: Select a billing account, tap the three dots, and choose “Manage bill notifications”.

Step 3: Update your settings according to your preference.


Once registration is successful, we will send you a notification via email or SMS to your registered email address or mobile number.


4
What should I do if I suspected that I was billed wrongly?

We apologize for the confusion. If for any reason you suspect that you may have been billed wrongly, please reach out to us on WhatsApp and type "Get Expert Assistance" so that we can assist you.


5
How do I view my previous e-bill(s)?

Log in with your Hub iD on My StarHub app and tap “Bills”. Select a billing account, tap the three dots, and choose “View previous bills”.


If you would like to retrieve your bill(s) from more than 6 months ago, please call us at 1633. Do note a fee of $5.35 (inclusive of GST) will be charged per copy.


6
I am on e-bill via email/SMS and I have terminated all my StarHub services recently. How will I receive my final bill?

You will still receive your final e-bill notification via email/SMS. You can use My StarHub App to access your last bill.


7
Why can't my mobile device view the PDF copy of my e-bill?

We recommend viewing or downloading your StarHub e-bill via My StarHub App and installing a basic PDF viewer app to open the PDF copy of your bills. Alternatively, you may also log in on your PC at My Account and view the  e-bill via any compatible app or web browser.


Customising StarHub e-bill


1
Can I choose to receive paper bills every month on top of my StarHub e-bill?

Yes, you can do so. Kindly note that paper bills are chargeable at $2.68 (inclusive of GST) per bill per billing account. Your paper bill will be mailed to your billing address in our records. To ensure that you receive your paper bills, please ensure your billing address is always up to date.


Via My StarHub app

Step 1: Log in with your Hub iD on My StarHub app and tap on “Bills”.

Step 2: Select a billing account, tap the three dots, and choose “Manage bill notifications”.

Step 3: Check the box under “Paper bill” and submit your request.


2
Why did I not receive my paper bill after I have added it?

It may be because your bill for the month was already generated. In this case, you will receive your paper bill the next month.


3
I have added Paper Bill previously. How do I remove it now?

You can change your bill delivery method via My StarHub App.


Via My StarHub app

Step 1: Log in with your Hub iD on My StarHub app and tap on “Bills”.

Step 2: Select a billing account, tap the three dots, and choose “Manage bill notifications”.

Step 3: Remove the check mark from the box under “Paper bill” and submit your request.


4
How do I change/update my billing address on My StarHub App?

It’s easy! To update your billing address on My StarHub App, follow these steps:


Via My StarHub app

Step 1: Log in to My StarHub App

Step 2: Tap on ‘View’

Customising StarHub e-bill FAQ 4 Step 2


Step 3: On the billing account of choice, tap on ‘menu’ (three green dots)

Customising StarHub e-bill FAQ 4 Step 3


Step 4: Tap on ‘Update billing address’

Customising StarHub e-bill FAQ 4 Step 4


Step 5: Current address will be displayed for the billing account selected

Customising StarHub e-bill FAQ 4 Step 5


Step 6: Input the new billing address and click ‘Save’

Customising StarHub e-bill FAQ 4 Step 6


  • You will then see a Confirmation message as follows. Do note that the update may take up to 30 minutes

Customising StarHub e-bill FAQ 4 Step 6.1


5
How do I change my StarHub e-bill notification mode?

Via My StarHub app

Step 1: Log in with your Hub iD on My StarHub App and tap on “My Account” and select “Bills”.

Step 2: Select a billing account and pick Email or SMS mode as your preferred way to receive StarHub e-bill notifications.

Step 3: Click “Submit”


Once registration is successful, we will send you a notification via email or SMS to your registered email address or mobile number. Moving forward, when your bills are ready for viewing, you will receive notifications via your preferred mode.


6
I am the account holder, but another family member manages the bills at home. I used to pass him/her the paper bills but now he/she cannot access e-bills as the notifications are coming to me. How can I direct the e-bills to him/her?

You can download the bills in PDF format and forward them to your family member.


7
I have successfully signed up for StarHub e-bill and chose Email mode. Why have I not received any notification emails?

You should receive an email notification once your bill is generated and ready for viewing. If you did not, it may be because:

  • the notification email may be in your Spam/Junk mail folder;
  • or sending may have failed due to issues such as insufficient mailbox space, or invalid email address, etc.

You may refer to Question 12 on how to update your email address.


8
What modes of payment does StarHub e-bill allow?

StarHub offer various ways of paying your StarHub e-bills at your convenience. You can pay bills via the one-time Bill Payment or Pay Bills option on following online payment platforms at www.starhub.com/payonline.

  • Participated banking app/website
  • AXS mobile app/website
  • SingPost SAM mobile app/website
  • My StarHub App/My Account website


Alternatively, you may set up a recurring bill payment arrangement for future bills with StarHub via GIRO or Credit Card, where there will be an automatic debit or charge into your nominated bank account or credit card on your StarHub e-Bill due date.


Recurring bill payment is a hassle-free way of ensuring your e-Bills are always paid on time. There are a number of benefits when your account is on recurring payment arrangement:

√ Hassle-Free

√ No worry about late payment

√ Avoid late payment fee

√ No need to queue for bill payment

√ Saves time

√  Free 100 SMS/MMS for StarHub mobile Postpaid consumers. T&C apply.


The full list of bill payment options is available on our website at the Pay Your Bills section.


9
Why am I getting SMS and/or email Payment Due Alert notification(s) about my bill? Can I opt out of this notification?

The Payment Due Alert notification is a complimentary feature of StarHub e-bill and helps you keep track of your e-bills and their due date. This SMS and/or email notification(s) will be sent before your bill is due and cannot be opted out of.


10
To which mobile number and/or email address will StarHub send the Payment Due Alert notification(s)?

SMS/email notification(s) will be sent to your registered mobile number or email address under our records. You may refer to Question 11 on how to update your contact details.


11
Why am I receiving Payment Due Alert notification(s) even though I have already made payment?

If you have already made payment, kindly ignore the Payment Due Alert notification.

12
How do I update my mobile contact/email address to receive my StarHub e-bill notification?

Via My StarHub App

Step 1: Log in to your Hub iD Account with your My StarHub App.

Step 2: Tap on “My Account” followed by “My Profile” to update your mobile contact/email address.


13
How do I sign up for or manage my Hub iD?

You can visit www.starhub.com/hubid to do so.


14
What is the payment code?

StarHub bill payment code is the number we issued to your postpaid account and it is required when completing recurring GIRO or credit card payment application or termination form. You can find the payment code on the right top comer on your StarHub payment stub below.

PayNow QR Code


15
I am unable to register for Hub iD because of my document ID type. Will I be charged for paper bills?

Yes, there will be a paper bill charge of $2.68 (including GST) per bill per billing account. If you have a valid NRIC/FIN, do create a Hub iD so that you can receive e-bills. Then, you can remove paper bills, so you will not be charged for them. You can refer to Question 12 on how to do so.



More on StarHub e-bill


1
Why is StarHub implementing an e-bill service instead of sending paper bills?

In the effort to go green and align with Singapore’s Smart Nation vision to transform digitally, StarHub is implementing e-bill as the preferred bill delivery method. Going paperless reduces our carbon footprint, and we invite customers to join this drive so as to be more friendly to our environment.


2
Why is there a fee for paper bills?

To encourage customers to use e-bill only and contribute to climate-friendly action, there will be a charge of $2.68 (including GST) per paper bill per billing account.

If you are aged 60 and above with a service account registered under your NRIC/ FIN, you will receive the paper bill for free if you have opted for it.


3
If I sign up for a new service (with or without contract), will I be charged for paper bills?

Yes. There will be a charge of $2.68 (including GST) per bill per billing account if you opt to add paper bills.


4
If I recontract an existing service, will I be charged for paper bills?

Yes. There will be a charge of $2.68 (including GST) per bill per billing account if you opt to add paper bills.


5
Can I request for an ad-hoc bill print from StarHub?

Yes, and there will be a charge of $5.35 (including GST) per bill per billing account. Alternatively, you can print your own bills via My Account under starhub.com/viewbill.


6
How do I continue to receive Business Reply Envelope (BRE)?

You can do so by printing the BRE template from Support – Business Reply Envelope.


7
How do I read my bill?

To understand your StarHub bill, please visit here.