1/4
What is SmartSupport?
2/4
Is SmartSupport service a mobile insurance plan?
3/4
I have purchased a mobile device at retail price from a StarHub Shop. Can I add on SmartSupport?
4/4
The devices are already covered under the manufacturers’ warranty. Why should I sign up for SmartSupport?


Eligibility

1/7
Who is eligible for SmartSupport?
2/7
I am purchasing multiple mobile devices. Can I add on SmartSupport for them?
3/7
Can I terminate SmartSupport anytime?
4/7
I have a mobile device that is not purchased from StarHub. Can I still sign up for SmartSupport?
5/7
Can I retain SmartSupport upon termination of the corresponding StarHub mobile line?
6/7
I am transferring my mobile line to a family member/friend. Will my existing SmartSupport be transferred to him/her?
7/7
I am an existing SmartSupport subscriber. Can I continue to enjoy SmartSupport when I convert my plan to a #hellochange no-contract SIM Only plan?


The changes in SmartSupport
(as of 8 October 2019)

1/4
Why is there a change in the Terms & Conditions of SmartSupport?
2/4
I am an existing SmartSupport customer. Do I refer to the new Terms & Conditions?
3/4
How can I find out when did I sign up for SmartSupport?
4/4
I am an existing SmartSupport customer who signed up before 8 October 2019 and would like to change my existing plan to a SIM Only plan. Will I be affected by the change in the SmartSupport Terms and Conditions?


Device Replacement or Swap (Service Request)

1/15
What is the difference between a Replacement and Swap request?
2/15
What is the condition of the like mobile device I will be receiving when I make a Swap or Replacement request?
3/15
What does the 2-in-12 limit mean and how does it work?
4/15
Am I eligible to make a Replacement or Swap request?
5/15
How do I know if I will get a new or refurbished device?
6/15
Can I request for a new device?
7/15
Can I reject the offer of a Like Mobile Device which is the same make and model but of a different colour?
8/15
What is a modified device?
9/15
Why does StarHub need to register the IMEI of the original device with Singapore Police Force when I make a replacement request?
10/15
What happen if I recover my original device after I have completed my service request?
11/15
What do I have to do before handing over my existing device back to StarHub?
12/15
What is the warranty period for the device received under the Replacement or Swap request?
13/15
What should I do if I encounter a malfunction or defect within the 6-month warranty period?
14/15
Will this exchange made within the warranty period be part of the 2 service requests?
15/15
Can I make a Service Request via online or the SmartSupport App?


Payment

1/3
How will I be billed?
2/3
Do I have to pay for additional fees when I request for a Replacement or Swap?
3/3
What are the modes of payment available?


Delivery

1/6
Does the like mobile device come in original packaging?
2/6
What is included in the like mobile device?
3/6
Where do you deliver the device to?
4/6
Do I need to be home to accept the delivery?
5/6
Can I request for the like mobile device to be sent overseas?
6/6
What are the delivery hours?


Tech Support

1/14
What is Tech Support?
2/14
How do I get started with Tech Support?
3/14
What’s the scope of Tech Support?
4/14
Besides my device, what else can Tech Support help me with?
5/14
What are the 3rd party applications that Tech Support can help me with?
6/14
Which devices are compatible with SmartSupport App?
7/14
What happens when I change to a new device?
8/14
Can I install the SmartSupport App on multiple devices?
9/14
Would the SmartSupport App have access to any of my personal data on my device?
10/14
How can I reach the Tech Specialists?
11/14
Can I get Tech Support when I am overseas?
12/14
How often can I contact Tech Support?
13/14
What is Remote Access?
14/14
What do I do if I encounter problem with the SmartSupport App?
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