How can we help you today?

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.

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.

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.

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.

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

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

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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

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

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 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 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.