Frequently Asked Question

1. How can I access the self registration portal?
   You can access the portal here: prepaidselfreg.m1.com.sg. To get the best experience, try registering your new SIM on your mobile phone
   
   
2. Do I need internet connection to access the self-registration link?
   Yes, internet connection is required to access the self-registration link.
   
   
3. How soon must I register the SIM card?
   SIM must be registered within 7 days from and including the date of purchase, or you will no longer be able to register and use the SIM.
   
   
4. Will the card be activated immediately upon successful self-registration?
   Yes, the card will be activated immediately.
   
   
5. How many cards can I register?
   Each customer can register up to 3 Prepaid SIM across all operators.
   
   
6. What do I do if it shows that my SIM limit is reached?
   Please de-register one of your prepaid lines and register again.
   
   
7. Where do I go to for deregistration of cards?
   For Prepaid SIM from other operators, please contact them for more information
   For M1 Prepaid SIM, you can visit any M1 Shops for de-registration from Mon-Fri, 11am-5pm
   
   
8. How long will the port-in process take?
   The entire port-in process will take up to 3 working days and you will receive SMS notification on the status.
   
   
9. What should I do if I am unable to locate my Nationality under Passport?
   Please proceed to the following M1 Shop during the stipulated timings for manual registration
   • M1 Shop Bugis
   • 11am – 8pm

1. I am unable to make outgoing calls even when I have Main Balance.
   Please turn off your mobile data and try again.

1. How do I enjoy M1's 4G service on my Prepaid SIM?
   Simply subscribe to any of our Prepaid 4G Data Packs and you are automatically subscribed to 4G services on your 4G smartphone.
   
   Theoretical download speed of 300Mbps and upload speed of 50Mbps is only available with 4G service on compatible 4G smartphones. The typical speed range refers to the range of download speed that users can experience 80% of the time based on the specific test conditions and parameters which are stipulated on our website: www.m1.com.sg/support/hbbspeeds. Internet surfing speed is dependent on SIM type, device/handset capability, network traffic and coverage.
   
   
2. My current Prepaid Data balance is low. Can I purchase another Data Pack? What happens to my remaining balance?
   Yes, you can purchase multiple Prepaid 4G Data Packs. Your remaining data balance will be carried over as long as another subscription is made before the existing subscription pack expires. We recommend that you purchase another Data Pack to avoid incurring pay-per-use data charges.
   
   Note: Prepaid Data balance has a maximum cap of 30 days.
   
   
3. Can I use Prepaid Data balance while roaming?
   Prepaid Data balance is valid for use in Singapore, and also preferred networks in Hong Kong, Indonesia, Macau, Malaysia and Taiwan at no additional cost.
   
   Prevailing data roaming charges will apply when you use data connection overseas.
   
   
4. What happens if I exceed the Prepaid bundled data?
   You will be charged the pay-per-use rate of 0.7c/KB, to be deducted from your available balances. We encourage you to make another subscription before your Prepaid Data balance runs low to avoid incurring pay-per-use data charges.
   
   
5. I know some smartphones have the feature to automatically update applications/perform software updates even when I am not surfing. Will there be charges? Will they deduct from my Prepaid 4G Data Pack balance?
   Yes, data charges will apply and this will be deducted from your Prepaid 4G Data Pack balance once you are subscribed to the service. To avoid incurring high data charges, you are advised to turn off the mobile data feature from your phone when you are not surfing.
   
   
6. My Prepaid 4G Data Pack has just expired but I still have sufficient Power $19/$30 Data Balance/Super IDD Balance/Main Balance. Why am I unable to surf on my phone?
   We highly recommend that you restart your mobile phone and try again.
   You will be charged the pay-per-use rate of 0.7c/KB, to be deducted from your available balances. We encourage you to make another subscription to avoid incurring pay-per-use data charges.
   

1. Where can I check my Prepaid Social Pack’s balance and expiry date?
   You can check your Prepaid Social Pack balance via M1 Prepaid App, M1 Prepaid Portal or simply dial #100*2*7#.
   
   
2. My current Prepaid Social Pack’s balance is low. Can I purchase another Social Pack? What happens to my remaining balance?
   Yes, you can purchase multiple Prepaid Social Packs. Your remaining data balance will be carried over as long as another subscription is made before the existing subscription pack expires. We recommend that you purchase another Social Pack to avoid incurring pay-per-use data charges.
   
   Note: Prepaid Social Pack balance has a maximum cap of 30 days.
   
   
3. Can I use Prepaid Social Pack’s balance on the specified mobile social applications while roaming?
   No, prevailing data roaming charges will apply when you use data connection overseas.
   
   
4. Are there any limitations on the Prepaid Social Packs?
   Yes, data usage from web browsing in imo App is not valid in the imo Pack’s bundled data.
   
   
5. What happens if I exceed the Prepaid Social Packs’ bundled data?
   Any local data usage in excess of the Prepaid Social Packs’ bundled data will be deducted from your other available balances accordingly. If there are no available balances, you will be charged at 0.7¢/KB.
   
   
6. I know some smartphones have the feature to automatically update applications/perform software updates/running in the background even when I am not surfing. Will there be charges? Will they deduct from my Prepaid Social Pack’s balance?
   Yes, data charges will apply and will be deducted from your other available balances accordingly. To avoid incurring high data charges, you are advised to turn off the mobile data feature from your phone when you are not surfing.
   
   
7. My Prepaid Social Pack has just expired but I still have sufficient Power $19/$30 Data Balance/Super IDD Balance/Main Balance. Why am I unable to surf on my phone?
   We highly recommend that you restart your mobile phone and try again.
   Data charges will apply and will be deducted from your other available balances accordingly.
   If there are no available balances, you will be charged at 0.7¢/KB. We encourage you to make another subscription to avoid incurring pay-per-use data charges.

1. What are the benefits of the $28 Super$130 Top-Up?
   Each $28 Super$130 Top-Up includes:
   a. $100 worth of local SMS and local voice calls
   b. $30 worth of IDD and other services
   $28 Super$130 benefits expire in 50 days from date of top-up/activation.
   
   
2. I am on the Free Incoming Calls Plan. Can I enjoy $28 Super$130 benefits?
   Yes! You can enjoy $28 Super$130 benefits by topping up with a $28 Super $130 Top-Up. All charges applicable to the Free Incoming Calls Plan will apply. Daily deduction of 60¢ will be from the IDD/Others balance.
   
   
3. I am on the Free Incoming Calls Plan. What happens if my IDD/Others balance falls below 60¢?
   If the IDD/Others balance is used up, deduction will start from the main card balance. If both balances fall below 60¢, incoming calls will be barred. You will need to top up again to enjoy free incoming calls.
   
   
4. I am on the Chat EZ Plan. Can I continue on this plan and enjoy $28 Super$130 benefits?
   Yes! You can enjoy $28 Super$130 benefits by topping up with a $28 Super $130 Top-Up. All charges applicable to the Chat EZ Plan will apply.
   
   
5. What services can I use $28 Super$130 for?
   The Local balance can be used only for local calls and local SMS. You can use the IDD/Others balance for all other services including IDD calls, Global SMS, daily deductions (if applicable) and data. Please note that any charges for a change of price plan would be deducted only from the main card balance.
   
   
6. What is the validity of the $28 Super$130 Top-Up?
   Both the IDD/Others and Local balances expire in 50 days from top-up or activation. Your Prepaid SIM will be valid for 180 days from date of top-up.
   
   
7. Can I carry forward my $28 Super$130 benefits?
   Yes. Any unused $28 Super$130 benefits will be carried forward when you top up with another $15 Super$55 or $28 Super$130 within 50 days.
   
   
8. Do the Free IDD offers still apply?
   Yes! Free IDD 021 rates to Australia, Brunei, Canada, China, Hong Kong, Laos, Macau, Malaysia, New Zealand, Puerto Rico, Russia, South Korea, Taiwan, Thailand, United Kingdom, USA and Vietnam are applicable and calls are charged to the IDD/Others balance.
   
   
9. Can I use $28 Super$130 benefits for Roaming and data?
   Yes, $28 Super$130 benefits can be used for these services!
   
   
10. Can I switch plans? Will I still retain my $28 Super$130 benefits?
    Yes! To change your price plan, dial #100*7# and follow the instructions on the menu. Any existing $28 Super$130 benefits will still be valid after you change your plan. Please note that the price plan change is only free for the first time. For details, visit: www.m1.com.sg
    
    
11. Is it possible to revert to the normal Top-Up?
    $28 Super$130 benefits will automatically expire if you do not make another $15 Super$55 or $28 Super$130 Top-Up within 50 days from the last top-up. Please top up with $18 or other denominations to continue using your Prepaid SIM.
    
    
12. I just topped up with the $28 Super$130, but why does my main balance show zero balance?
    Upon topping up with $28 Super$130, the total Super $130 benefits will be transferred into these balances:
    a. Local Balance (Local calls/SMS only)
    b. IDD/Others Balance (IDD calls/Global SMS/Value Added Services)
    If you use other M1 Prepaid Top-Up denominations (eg, $18, $48), the top-up value will be added to your Main Balance. You may check your $28 Super$130 balances via the M1 Prepaid App, M1 Prepaid Account @ mcardaccount.m1.com.sg or dial #100*2*1#.

1. I’ve purchased $25/$27 All-in-1 SIM, $16/$24/$26 All-in-1 Top-up, Power $19/$30 before 19 May 2023, will I be affected by the revision?
   Credited SMS for $25/$27 All-in-1 SIM, $16/$24/$26 All-in-1 Top-up, Power $19/$30 will not be affected.
   
   
2. I have purchased $49/$60 All-In-1 SIM, $58 All-in-1 Top-up before 19 May 2023, Why did I only receive 400 SMS in my All-In-1 SMS bucket after reset?
   Due to revision of All-In-1 SMS, you will receive 400 SMS in All-In-1 SMS and 600 SMS every 4 weeks in All-In-1 Free Local SMS.
   
   
3. I’ve activated SIM or purchased top-up on or after 19 May 2023, will I be affected by the revision?
   Benefits are credited based on the date and time of activation/top-up, thus you will be credited the revised benefits.

1. What is the maximum top-up amount available for Prepaid SIM top-up?
   To protect our customers’ interests, the maximum amount for topping up is $999. If your balance exceeds the maximum limit, you will not be able to proceed with topping up.
   
   
2. What should I do if I have reached my top-up limit?
   If you have reached your top-up limit, please utilise the value in your Main Balance and you will be able to proceed with topping up once your balance falls below the limit of $999.

1. What is M Send Singapore?
   M Send Singapore allows an Prepaid SIM customer (Sender) to transfer credit from their Main Balance to another Prepaid SIM customer’s Bonus Balance (Recipient).
   
   
2. How can I access M Send Singapore?
   Simply call #100*6*3# to start using M Send Singapore.
   
   
3. What are the charges for M Send Singapore?
   Customers can send prepaid credits in fixed denominations of $2, $5 or $10. A service fee of $0.05 for each successful transaction will be deducted from the Sender’s Main Balance.
   
   
4. What is the minimum balance required in my Prepaid SIM account if I want to use M Send Singapore to send credit to a friend?
   You are required to have a minimum of $1 in your Main Balance after the transaction amount and $0.05 service fee is deducted.
   
   
5. How long is the validity of the transferred credits in the recipient’s Bonus balance?
   Transferred credits have a validity of 30 Days.
   
   
6. Can I use M Send Singapore to transfer unused Bonus Balance?
   M Send Singapore only allows the transfer of prepaid credits from the sender’s Main Balance.
   
   
7. How will I know if the transfer was successful?
   Once your transfer is successful, you will receive an SMS (at no extra cost) which shows the amount you have sent and the Recipient’s mobile number.
   
   
8. Will my recipients be informed when the transfer has been successfully made?
   Yes. They will receive an SMS (at no extra cost) which shows the amount received and the Sender’s mobile number.
   
   
9. Can I use M Send to transfer credits to a foreign prepaid account (e.g. Axiata, DTAC, etc.)?
   M Send Singapore allows Prepaid SIM customers to send prepaid credits to other Prepaid SIM customers. For transferring of prepaid credits to eligible foreign prepaid accounts, customers can use M Send International by calling #131#.
   
   
10. I have encountered a problem with my M Send transfer. What should I do?
    Please take note of any error messages and try again later. Customers will not be charged for unsuccessful transfers.
    Should you require further assistance, please contact the Prepaid SIM Hotline: 1693.

1. What is M Send International?
   M Send International lets Prepaid SIM customers transfer credit from their Main Balance to another mobile prepaid account overseas (selected overseas networks only).
   
   
2. What are the countries covered by M Send International?
   The countries are Bangladesh, China, India, Indonesia, Malaysia, Myanmar, Philippines, Sri Lanka, Thailand and Vietnam.
   
   
3. How can I access M Send International?
   Simply call #131# to start using M Send.
   
   
4. What is the minimum balance required in my Prepaid SIM account if I want to use M Send to send credit to a friend?
   Depending on the countries, you just need to have the amount you wish to transfer in Singapore Dollar (SGD) in your Main Balance to be able to use M Send.
   
   
5. What is the maximum amount I can send?
   The following are the limits for each Prepaid SIM user:
   

   Period	Number of Transfers	Max. Amount (SGD)
   1 day	5	30 SGD
   7 days	15	150 SGD
   30 days	30	300 SGD

   
   
   
6. How much will I be charged for using M Send International?
   Only the cost of the transfer that you wish to send will be deducted from your account. There will not be any other surcharges.
   
   
7. Can I use M Send International to transfer credits to another local Prepaid SIM account?
   The M Send International service is for our Prepaid SIM customers who wish to send airtime to their loved ones who are overseas. Local prepaid accounts are not eligible.
   
   
8. How will I know if the transfer was successful?
   Once your transfer is successful, you will receive an SMS which shows how much you have sent and the mobile number you have sent the prepaid credits to.
   
   
9. Will my recipients be informed when the transfer has been successfully made?
   Yes. They will receive an SMS (at no extra cost) informing them of the top-up done to their prepaid accounts.
   
   
10. I have encountered a problem with my M Send transfer. What should I do?
    If there is an error in the transfer, you will receive an error SMS explaining the problem. Customers will not be charged for unsuccessful transfers.
    
    Should you require further assistance, please take note of the Reference Number within the error SMS and contact the Prepaid SIM Hotline: 1693.
    

1. How can I purchase the new Prepaid Roaming Packs?
You can purchase the new Prepaid Roaming Packs via M1 Prepaid App or M1 Prepaid Account @ mcardaccount.m1.com.sg

2. What are the roaming packs available?
There are 2 roaming packs available:

    • $15 Roaming Pack

    • $28 Roaming Pack

3. What are the benefits of the new roaming packs?
Both the $15 and $28 roaming packs come with 2GB data and 10mins calls. The $15 Roaming Pack is usable in 12 countries while the $28 Roaming Pack is usable in 17 countries.

4. What is the validity of the roaming packs?
Both the $15 and $28 roaming packs are valid for 10 days, from the day of activation.

5. How many roaming packs can I purchase at one time?
There is no limits for the number of packs you can purchase. However, the expiry of the packs can only be stacked up to a maximum limit of 30 days.

6. Can I purchase the roaming pack and activate the pack thereafter?
No. The pack starts from the day of purchase.

7. Do I need to maintain any minimum balance for data roaming while using the roaming pack?
No, you do not need to maintain any minimum balance.

8. Can I make direct calls in all countries listed in the packs?
You can make direct calls only in Australia, Bangladesh, Cambodia, Hong Kong, Indonesia, Japan, Malaysia, New Zealand, Philippines, Saudi Arabia, South Korea, Sri Lanka, Taiwan, Thailand, UK and USA.

9. Will I receive low balance data notifications?
Yes, you will receive low balance notifications when your data hits 80% usage. To continue usage, please log in to M1 Prepaid App or M1 Prepaid Account @mcardaccount.m1.com.sg to purchase a new pack.

10. How can I check the balance and expiry date of my roaming pack?
You can check your balance and expiry date via M1 Prepaid App or M1 Prepaid Account @ mcardaccount.m1.com.sg or dial #100#.

11. What happens if I deplete my roaming pack balance?
You will not be able to continue usage once the balance of your roaming pack depletes. Prevailing roaming data/call charges apply for continued usage.

12. How can I extend the balance and expiry date of my roaming pack?
You can extend your existing pack simply by purchasing another similar pack.

1. How do I enjoy this service?
   Activate data roaming via M1 Prepaid App, mcardaccount.m1.com.sg or dial #100*8*1# before selecting our Preferred Networks as follows.
   
   

   Countries	Preferred Networks
   Australia	Telstra
   	Vodafone
   	Optus
   Bangladesh	Robi Axiata
   Cambodia	Smart Axiata
   Hong Kong	SmarTone
   Indonesia	Indosat
   	XL Axiata
   Japan	SoftBank
   Macau	SmarTone
   Malaysia	Celcom
   New Zealand	Vodafone NZ
   	Two Degrees
   Philippines	Globe
   Saudi Arabia	Mobily
   Sri Lanka	Dialog Axiata
   South Korea	SK Telecom
   	KT Corporation
   Taiwan	Chunghwa Telecom
   Thailand	AIS
   UK	Vodafone
   USA	T-Mobile
   	AT&T
   Qatar	No preferred network

   
   Remember to also turn on your “Data Roaming” (iOS) or “International Roaming” (Android) settings on your phone after connecting to the Preferred Network successfully.

2. Will I be charged for using this service?
   There is no additional activation fee for this service. If you have an eligible data bundle and have already activated data roaming, data roaming usage will automatically be deducted from the balance when you are on our Preferred Networks.
   
   
3. What happens when I lose the Preferred Network halfway while data roaming due to poor coverage?
   If your device setting is on “Auto Network Selection” mode, you will be connected to the network with the strongest coverage based on your current location. With our automatic Network Lock feature, you will not be able to use data roaming on non-preferred networks to protect you from unintended pay-per-use roaming charges. Please connect back to our Preferred Networks once available to continue enjoying data roaming. However, if you have manually turned off the Network Lock feature, you will be charged prevailing data roaming rates.
   
   
4. What should I do to ensure that I will not be charged data pay-per-use rates while roaming?
   a. Ensure that you have a valid data bundle, with sufficient data allowances for use.
   b. Ensure that you have manually selected our Preferred Network when you are at the respective country.
   c. Turn off your mobile data/international roaming data settings if you would like to use non-data roaming services (e.g. Calls/SMS) on all other networks.
   
   
5. Will I be able to make a top-up and/or subscribe to a data plan while overseas?
   Yes, you will be able to top-up and buy Data Packs via the M1 Prepaid App. Alternatively, you can dial #100# to subscribe to a Data Pack if you do not have internet access.

1. Why do I need Network Lock for Prepaid SIM?
   Network Lock for Prepaid SIM is a complimentary feature that protects you from unintended data roaming usage by enabling data roaming only on Preferred Networks.
   
   
2. How to disable/re-enable the Network Lock?
   Network Lock will be automatically provisioned to your Prepaid SIM when you enable data roaming service from 4 November 2015.
   
   If you like to manually disable or re-enable the Network Lock, you can do so via the M1 Prepaid App. Alternatively, you can access the USSD menu via #100*8*1*9#. You will receive a confirmation SMS when the Network Lock is enabled or disabled. Prevailing data roaming charges apply when using data on non-preferred network. Please restart your mobile device upon receipt of confirmation SMS.
   
   
3. I enabled data roaming service before 4 November 2015. Will the Network Lock be provided to me automatically?
   No. Please disable and re-enable Data Roaming to enjoy the Network Lock service.
   
   
4. I do not have data roaming service and I enable the Data Roaming service after 4 November 2015. Will the Network Lock be provided to me?
   Yes, the Network Lock will be provided to you once you enable data roaming service. You will receive a confirmation SMS indicating that the Network Lock is enabled along with Data Roaming.
   
   
5. Will I be charged if I enable the Network Lock?
   No, Network Lock is a complimentary feature that is automatically provisioned when data roaming is enabled via USSD #100*8*1# to protect from unintended data roaming usage on non-preferred networks.
   
   
6. Can I log on to non-preferred networks when the Network Lock is enabled?
   Yes, you can log on to non-preferred networks to make calls and SMS even when the Network Lock is enabled.
   
   
7. I have enabled the Network Lock and I am travelling to a country that does not have a preferred network. Can I still use data roaming?
   Yes, you can use data roaming on any network in a country that does not have a preferred network. Data roaming will only be disabled on non-preferred networks in Australia, Bangladesh, Cambodia, Hong Kong, Indonesia, Japan, Macau, Malaysia, New Zealand, Philippines, Saudi Arabia, Sri Lanka, South Korea, Taiwan, Thailand, UK and USA.
   
   
8. I have enabled the Network Lock but why am I not connected to the Preferred Network?
   The Network Lock feature does not connect you automatically to a Preferred Network. If your device setting is on “Auto Network Selection” mode, you will be connected to the network with the strongest coverage based on your current location. The Network Lock will disable data roaming usage if your device connects to a non-preferred network in Australia, Bangladesh, Cambodia, Hong Kong, Indonesia, Japan, Macau, Malaysia, New Zealand, Philippines, Saudi Arabia, Sri Lanka, South Korea, Taiwan, Thailand, UK and USA.
   
   You can manually select and connect to the Preferred Network on your device to minimise any disruption to data usage.