How can we help you today?

SmartSupport provides worry-free care for your new mobile device. Replace or swap your device locally within 4 hours for any reason or arrange a delivery if you are overseas. See our delivery hours.

You may make 2 Swaps or 1 Replacement and 1 Swap every 12 months, from the date of delivery of your first service request. Make a Service Request here.

In addition, enjoy access to tech advice for your device and anything that is connected to it online or via the SmartSupport App.

You are eligible if:

1. the IMEI of the registered device, subscriber’s name, mobile phone number and National ID under which the account is active are correct and correspond with the information given by you to StarHub;

• If the registered device was replaced by a replacement device provided under warranty of the original equipment manufacturer (OEM), you must inform SmartSupport Centre to update the IMEI together with the official proof of replacement from OEM.

2. registered device under JUMPhone remains active as at the time of the Service Request and the Registered Device was active on the Network before the time of the Service Request;

3. all amounts due to StarHub are paid on their due dates;

4. you provide any additional information reasonably requested by StarHub including in the form of a signed confirmation or acknowledgment;

5. you are within the service request Limit;

6. StarHub has no reasonable belief that you have transferred, retailed, sold, or hired your registered device to another person;

7. the Service Request is not for a Device Accessory;

8. the registered device has not been the subject of Modification; and

9. StarHub reasonably believes that you are not using the Service in a manner which is, or is reasonably believed to be fraudulent, illegal or related to any criminal activity; or intended to make a commercial gain.

Yes. The fees vary depending on the retail price of your registered device. For your reference, we have included the table below:

A Replacement happens when your existing mobile device is no longer in your possession.  

A Swap request is when your existing mobile device is collected back, in exchange for a like mobile device (new or refurbished). 

It’s fuss-free! Simply click here to make a Service Request.

When you make a Replacement or Swap request, you may receive a like mobile device that

• may be new or refurbished;
• is of similar kind, quality and functionality;
• if it is refurbished, it may contain original and/or non-original manufacturer parts;
• has the same or greater memory;
• may be a different make, model or colour;
• has a different IMEI; and
• does not include any Device Accessories.

Our priority will always be to furnish a like mobile device which is of same make / model (may be new or refurbished).

A 2-in-12 limit means you may make 2 Swaps or 1 Replacement and 1 Swap every 12 months (Limit). Please see below for an illustration:

A Modified Device is one where the original software and/or hardware has been altered.

Software modification: any modification made to a device’s operating system not undertaken or authorised by the original equipment manufacturer and includes software modification known as ‘jail-breaking’ and ‘rooting’.

Hardware modification: any modification made to a device’s hardware not undertaken or authorised by the original equipment manufacturer.

For a smooth experience, please ensure the following steps are completed prior to the arrival of our courier:

1. Disable any personal lock and security feature
2. Delete all data from your existing device and perform a factory reset

It is important that you complete the steps above prior to the arrival of the courier. Our courier will not be able to wait for you to do the above.

You may incur additional fees if the above is not completed upon arrival of our courier.

For each Service Request, we will be providing:

• a transceiver with built-in battery or a transceiver only; 
• a charger if the device is of a different make; 
• and a replacement SIM card (upon request).

The device will be sent to your registered or billing address on:

• the main island of Singapore
• Sentosa
• Jurong Island
• outlying islands of Singapore

Tech Support gives you instant access to a Tech Specialist to solve any technology issue related to your device. Unlike traditional support, you don’t have to call multiple numbers to get help on your connectivity to different manufacturer devices. From setup and real-time troubleshooting to discovering all your device’s amazing features, our tech experts help you unlock your device’s full potential - so you can be more productive and remain connected. Tech Support offers unlimited, all-inclusive tech assistance.

You can call or chat with a Tech Specialist anytime from 9am to 6pm daily via online or through the SmartSupport App.

You will have access to tech advice for your device and anything that is connected to it.

For example, our Tech Specialists can help you with:

• Migration of your data between devices
• Enhancement of your device's performance (eg. Improve battery life, more responsiveness, more storage, etc.)
• Optimization of your device to your lifestyle (email, browsing, games, etc.)
• Connectivity with other devices in and out of your home

You will have access to tech advice for your device and anything that is connected to it.

Examples of other devices or 3^rd party applications that may be connected to your device are:

• Apps
• Bluetooth® devices and accessories
• Computers
• Printers
• Routers
• TVs
• Cloud services
• Wi-Fi

Tech Support does not support the following:

• devices which are jail-broken or rooted
• apps not downloaded from Google Play or App Store
•  3^rd party applications that do not relate to the device

Yes, you can reach our Tech Specialists through our online portal or the SmartSupport App from 9am to 6pm daily. 

If you're using the SmartSupport App, please note that data roaming charges apply. You can activate our affordable overseas data here.

Remote Access happens when you authorise our Tech Specialist to access the registered device without a face-to-face contact.

To start a remote session, you will need to accept the Tech Specialist’s request to access your mobile device. Upon acceptance, our Tech Specialist will be able to review your mobile device and troubleshoot any issues under your supervision. The session will be disconnected upon resolving the issues and our Tech Specialist will no longer have access to your device. You can also choose to terminate the session any time by tapping “End Session” on your notification bar.