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SmartSupport Lite



1
What is SmartSupport Lite?

SmartSupport Lite provides worry-free care for your existing mobile device. 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 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.


2
Is SmartSupport Lite service a mobile insurance plan?

No, it is not an insurance plan. SmartSupport Lite enables you to swap a device locally within 4 hours for any reason. Make a Service Request here.

In addition, you can enjoy technical support for all your device and anything that is connected to it online or via the SmartSupport App.


3
The devices are already covered under the manufacturers’ warranty. Why should I sign up for SmartSupport Lite?
Warranty programs typically cover manufacturers' defects. SmartSupport Lite allows you to swap your device locally within 4 hours for any reason. In addition, you can enjoy technical support for all your device and anything that is connected to it online or via the SmartSupport App.


Eligibility


1
Who is eligible for SmartSupport Lite?

You can sign up for SmartSupport Lite via My StarHub App if you have:

  1. a new 4G SIM Only plan or a #hellochange SIM Only plan and;
  2. an Eligible Device and;
  3. passed the device health checks and completed the declaration forms on the My StarHub App


SmartSupport Lite is not available for customers on the business mobile plan.


2
What are the criteria for my device to be made eligible for SmartSupport Lite?

An “Eligible Device” is a device that you own and have purchased from an authorized dealer in Singapore for use in Singapore (e.g. it is not an export-only device or an illegally imported device) and at the time of application, the device is:

  1. not enrolled in other similar service, excluding those offered by Original Equipment Manufacturer;
  2. a model that was launched by StarHub not more than 2 years ago, excluding limited edition devices, HUAWEI Mate Xs and Samsung Galaxy Fold series.
  3. a model still being sold by StarHub; and
  4. not been reported as lost or stolen with the Singapore Police Force.

3
My mobile device was enrolled in SmartSupport previously, but I have terminated the service. Can I enrol the same mobile device in SmartSupport Lite?

No. You cannot enrol in SmartSupport Lite using the same mobile device.


4
Why is my SmartSupport Lite application unsuccessful?

Your application is unsuccessful because:

  1. you did not meet the eligibility criteria;
  2. you did not meet the Eligible Device criteria;
  3. you have previously been rejected or terminated from the Service or similar service; or
  4. you did not meet any other criteria as per StarHub’s discretion.

5
How do I sign up for SmartSupport Lite?

You can sign up for SmartSupport Lite easily via My StarHub App. Follow the instructions below to get started.


Step 1: Download or log on to ‘My StarHub App’ and ensure the main page reflects the mobile number of your SIM Only Plan. Click on ‘Add ons’.

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Step 2: Click on 'Featured Services'.

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Step 3: Click on 'SmartSupport Lite'.

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Step 4: Click on 'Apply Now'.

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Step 5: Enter your device's IMEI number. To check the IMEI number of your device, simply dial *#06#.

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Step 6: Click on continue to start the diagnosis of your device.


It may or may not be imposed subject to commercial arrangement at that time and customers behavioural profile over time.


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Step 7: Follow the instructions shown to complete the device sensor and speaker test.

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Step 8: Indicate the condition of your device as accurately as possible.

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Step 9: Your device health check is completed. Click ‘continue’ to proceed to sign up SmartSupport Lite.

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Step 10: Review your mobile number and device details to ensure all are correct. Click on submit and you are done!

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Payment


1
What is the monthly fee for SmartSupport Lite and how will I be billed?

A monthly fee of $8 (inclusive of GST) will be charged to your StarHub bill. The subscription for the first month will be pro-rated based on the date of commencement.

There is no additional registration and activation fee.


2
Do I have to pay when I make a service request?

A swap fee is chargeable when you make a service request. The swap fee varies depending on the retail price of your registered device.

For your reference, we have included the table below:



Retail Price of Device* (SGD)

(Inclusive of GST)

Swap Fee (SGD)

(Inclusive of GST)

$250

$25

$251 - $500

$80

$501 - $750

$150

$751 - $1,500

$170

$1,501 - $2,000

$250

$2,001

$280



* Recommended retail price (RRP) is the date of device launch by StarHub.

Please note that a Device Non-Compliance Fee is chargeable as a result of non-compliance.  


3
What is the Device Non-Compliance Fee?


Retail Price of Device* (SGD)

(Inclusive of GST)

Device Non-Compliance Fee (SGD)

(Inclusive of GST)

$250

$50

$251 - $500

$140

$501 - $750

$350

$751 - $1,500

$380

$1,501 - $2,000

$430

$2,001

$570



It is an additional fee on top of the swap fee which is chargeable as a result of non-compliance with the following terms:

1. Incorrect Device – Device IMEI doesn’t match the IMEI of the registered device.

  • In event that IMEI does not match IMEI of the registered device upon swap and you fail to return the swapped phone.

2. Modified Device – The registered device has been modified.

  • In event that the registered device has been modified (e.g. non-original parts with external vendors) upon swap and you fail to return the swapped phone.

3. Failure to disable locking - The personal lock security feature is not disabled.

  • In event that registered device is locked and you remain uncontactable.

4. Failure to return original registered device in an overseas delivery.

  • For international delivery, the Device Non-Compliance Fee will be charged at the time of your service request.
  • Upon your return to Singapore, you may contact the SmartSupport Centre within 14 days of your return to Singapore to arrange the return of your original registered device. The Device Non-Compliance Fee will be refunded by your original method of payment within 30 days upon verification that the Registered Device was returned.

4
What is the mode of payment available?

You can pay via credit card, debit card or any other payment method as offered by StarHub.


Device Health Check


1
Where and how do I perform the device health check for enrolment?

It’s simple and fuss-free! Simply follow the instructions below:

  1. Download or log on to My StarHub App (ensure it is the latest version or at least version 5.1.8).
  2. Ensure the main page reflects the mobile number of your new SIM Only plan.
  3. Select "Add-ons" and click on "Other add-ons".
  4. Click on "Apply Now" under SmartSupport Lite.
  5. Follow the simple instructions given for a device health check to complete the application.

2
Why do I need to pass the device health check?

The device health check is designed to identify if the device’s basic functions are in good working condition at the point of sign-up.


3
What happens if I fail the device health check?

The device will not be eligible for SmartSupport Lite.


4
I have failed to complete/pass the device health check despite multiple attempts. Why am I experiencing this?

Your device may not be eligible for enrolment or the device health check detected some malfunctions.


5
How do I retrieve my device’s IMEI number?

Simply dial *#06# to retrieve the IMEI number.


6
My device shows 2 IMEI numbers. Which number should I use?

Please use IMEI1.


Service Request


1
Am I eligible to make a Swap request?

You are eligible if:

  • the IMEI you furnish matches our record;
    If your 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.

  • You have an active mobile line and SmartSupport Lite service;

  • There are no outstanding StarHub charges under the mobile plan;

  • You provide any additional information reasonably requested by us including a signed confirmation or acknowledgment;

  • You are within the service request limit;

  • Your service request is not for a Device Accessory;

  • You have not transferred, retailed, sold, or hired your Registered device to another person;

  • Registered Device is on StarHub network before filing of service request;

  • Registered device is not used for a commercial gain or illegal activities.

2
How do I make a Swap Request?

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


3
What does the 2-in-12 limit mean and how does it work?

It’s simple! The 2-in-12 limit means you may make 2 Swaps every 12 month (Limit). Please see below for an illustration: 



Limit

Service Request 1

Anytime

Service Request 2

Anytime

Service Request 3

12 months after Shipment Date of Service Request 1

Service Request 4

12 months after Shipment Date of Service Request 2



4
What will I receive when I make a Swap request?

For each Swap request, you will receive:

  • a transceiver with built-in battery or a transceiver only; 
  • charger if the device is of a different make.

The Like Mobile Device will not be delivered in its original packaging.


5
What is a Like Mobile Device?

A Like Mobile Device means a Device, compared to the original registered device, that:

  1. may be new or refurbished;
  2. is of similar kind, quality and functionality;
  3. if it is refurbished, it may contain original or non-original manufacturer parts;
  4. has same or greater memory;
  5. may be a different make, model or colour;
  6. has a different IMEI; and
  7. does not include any Device Accessories nor comes in original packaging.

6
What is the condition of the Like Mobile Device I will be receiving when I make a Swap request?

You may receive a new or refurbished mobile device which:

  • is of similar make and functionality;

  • has same or greater memory capacity;

  • may be a different make, model or colour;

  • has a different IMEI;

  • does not include any accessory; and

  • may contain original or non-original manufacturer parts if it is refurbished.

7
What is the warranty period for the Like Mobile device?

Good news! We provide a 6-month warranty which starts from the date of delivery of the Like Mobile Device. This warranty protects you against manufacture defects and malfunctions. Make a warranty exchange here.


8
How do I know if I get a new or refurbished device?

A new or refurbished device will be issued based on the stock availability at the point of service request.


9
Can I request for a new device?

Unfortunately not, a new or refurbished device will be issued based on the stock availability at the point of service request. 


10
Why is my service request rejected or cancelled?

The service request is rejected or cancelled because:

  1. You may have exceeded the swap or replacement limit; or
  2. Personal and device information provided to the SmartSupport Centre does not match the information provided at the point of sign-up; or
  3. Outstanding dues with StarHub; or
  4. Mobile plan and SmartSupport subscription are not active at point of service request and registered device has not been on StarHub network before filing of service request; or
  5. Your registered device has been modified; or
  6. Your registered device is suspected to be used for a commercial gain and illegal activities or ownership has been transferred; or
  7. Your registered device is not licensed for use in Singapore or it has been reported as lost or stolen with the Singapore Police Force.


Delivery


1
What are the Delivery hours?


Time of Service Request 

Delivery time#

Monday to Saturday, 8am to 1:59pm

Within 4 hours of the Acceptance Time

Monday to Friday, 2pm to 11:59pm

By 12pm on the next day

Tuesday to Saturday, midnight to 7:59am

By 12pm on the same day

Saturday, 2pm to Monday, 7:59am 

By 12pm on Monday


# For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday.


2
Do I have to be present to accept the service request?

Yes, you must be present to accept the delivery and have your ID/NRIC on hand for verification while accepting the delivery of the device.


3
What do I have to do before handing over my registered device to StarHub?

To protect your privacy and for subsequent data restoration to your phone, please remember to back up your phone’s content and perform the following steps before handing the phone to our designated courier.

  1. Delete all user content and data from your phone
  2. Disable all activation locks (eg. FMiP), personal security pins and passwords from the phone
  3. Perform a factory reset

For a smooth experience, please ensure the above steps are completed prior to the arrival of our 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.


4
Where do you deliver the device to?

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

  • the main island of Singapore

  • Sentosa

  • Jurong Island

  • outlying islands of Singapore

5
Can I request for the like mobile device to be sent overseas?

Yes. Additional charges apply and delivery time will differ in accordance to the destination. You must pay the Swap Fee, the Device Non-Compliance Fee and all relevant delivery costs by credit card at time of your service request.

Upon your return to Singapore, you may contact the SmartSupport Centre within 14 days of your return to Singapore to arrange the return of your original registered device. The Device Non-Compliance Fee will be refunded by your original method of payment within 30 days upon verification that the Registered Device was returned.


Tech Support


1
What is Tech Support?

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


2
How do I get started with Tech Support?

It’s easy and hassle-free! Log on to our online portal or download the SmartSupport App to chat with our Tech Specialists from 9am to 6pm daily.


3
What’s the scope of Tech Support?

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

4
Besides my device, what else can Tech Support help me with?

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

Examples of other devices or 3rd 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
  •  3rd party applications that do not relate to the device

5
What are the 3rd party applications that Tech Support can help me with?

Any legitimate 3rd party applications that are available on official App stores, such as Google Play and App Store. Tech Support cannot support any missing features or issues within the app.


6
Which devices are compatible with SmartSupport App?

The SmartSupport App supports Android (OS 5.0 and above) and iOS (iOS 9.0 and above) devices only. Please note that you must have an active SIM installed to use the App.


7
Can I install the SmartSupport App on multiple devices?

No, you can only install the SmartSupport App onto the device which is subscribed to SmartSupport Lite.


8
Would the SmartSupport App have access to any of my personal data on my device?

No, the SmartSupport App will not have access to any of your personal data on your device.


9
How can I reach the Tech Specialists?

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


10
Can I get Tech Support when I am overseas?

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


11
How often can I contact Tech Support?

Tech Support provides unlimited support. You can click to chat or call as often as you need.


12
What is Remote Access?

Remote Access happens when you authorise our Tech Specialist to access your mobile 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. 


13
What do I do if I encounter problem with the SmartSupport App?

Not to worry, we’re here to help. Simply send us an email


Termination


1
How do I terminate my SmartSupport Lite subscription?

This is a no-contract add-on; hence you can terminate SmartSupport Lite via the My StarHub App anytime, with no termination charges.



Can't find your answer?

Call 24/7 SmartSupport centre at 800 852 6030 or + 65 6822 2255 (when overseas).