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Request a New SIM Card for Your Star Plan / 5G Unlimited+ / 5G Platinum / Senior / Data-only
I lost my Star Plan / 5G Unlimited+ / 5G Platinum / Senior / Data-only SIM card. Where can I get it replaced?
If you've lost your SIM card, you may submit a request for the suspension of your plan, as well as a SIM card replacement via the StarHub app.
How do I request a replacement SIM card if the one I'm using now is faulty?
Simply request for a SIM card replacement on the StarHub app.
Login to your account and tap on "More". Then, tap on "SIM Replacement".
Can I authorise a third-party to request a new SIM card for me?
You'll have to request a replacement SIM card yourself as this can only be done through the StarHub app.
Is there any fee for SIM card replacement?
SIM replacement is chargeable at $38.15 for Physical SIM and $10.90 for eSIM. The fee will be charged when the replacement is requested.
When should I activate my replacement SIM card?
Please make sure to activate your new SIM card within 21 days from your order date. This ensures your replacement request stays valid, and you continue enjoying uninterrupted service.
I have yet to receive my replacement SIM card and I changed my mind about continuing my Star Plan / 5G Unlimited+ / 5G Platinum / Senior / Data-only Plan. Can I get a refund?
Once you have successfully placed an order, it is non-refundable.
Can I collect the replacement SIM card at a StarHub shop instead of having it delivered?
Delivery is the only option available for receiving your replacement for Physical SIM card.
For eSIM, the QR code will be sent to your HubID email.
I requested a replacement SIM card and was asked to clear the overdue payment first. Do I need to submit a new request for replacement after paying?
You should not need to submit a new request. Simply proceed with scheduling a delivery for the replacement SIM card.
I received a notification regarding SIM replacement. Why am I receiving this?
You're receiving this notification as our system received a request to re-issue you a new SIM card.
I requested for a SIM replacement and received a notification about it. However, the details are inaccurate. What do I do?
If the delivery date is inaccurate:
- You can reschedule the appointment via the StarHub app.
- Login and select “More”, and tap “My appointment”.
- Choose the appointment or delivery you want to reschedule. Tap “Edit” to select the new date and time (availability may vary).
- You can only choose a new date within 7 days of your original appointment/delivery date.
You’ll receive an SMS once the request has been completed.
I received a notification regarding SIM replacement, but I did not request for this. What do I do?
Please start a chat with our HubBot via the StarHub app for further assistance.
Why is extra verification required when I request for SIM replacement/report a lost SIM?
This additional layer of security ensures that only verified users can request a SIM replacement/report lost SIM, effectively preventing fraud and protecting our customers.
For “digital real time ID scan”, what if I only have a digital copy of my ID? How do I proceed?
Please use Singpass to verify your ID if you do not have a physical copy of your ID.
Why am I told that my ID does not match when raising a SIM replacement/lost SIM request?
The ID you're attempting to verify might not be the same one you used at the point of registering your mobile service. Please ensure you try again with the correct ID.
Why am I suspended temporarily from trying to replace and/or report lost of SIM/eSIM?
You'll find attempts suspended temporarily after you try to verify your ID more than 5 times. This is a security feature of our system to reduce fraudulent transactions. You'll be able to try again in 20 minutes.
What if I am unable to proceed on with SIM replacement/report lost SIM on app? Are there other channels I can use to process this request?
If you're on Star Plan / 5G Unlimited+ / 5G Platinum / Senior / Data-only Plan, please start a chat with our HubBot via the StarHub app to process your request.
Is it safe to provide my Singpass details and/or copy of NRIC? Are you complying with IMDA requirements?
Providing your Singpass details and/or NRIC copy is a necessary step for us to comply with IMDA's mandated security requirements.We have implemented stringent security measures to ensure your information is protected.