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Prepaid

FAQs

 

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Frequently Asked Question

 
  1. How do I enjoy M1's 4G service on my M Card?
    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/MBBspeeds. 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. How do I get the Free Data?
    You can get Free 500MB Data when you register for the $5 M Card and Free 4GB Data when you register for the $15 M Card.

  2. How do I check my Free Data Balance?
    Check your balance via the M1 Prepaid App. Alternatively, you can check via M1 Prepaid Account @ mcardaccount.m1.com.sg or dial #100*2# from your phone and select “Free Data Balance/Expiry”. Your remaining free data balance as well as the expiry will be displayed.

  3. Can I use my Free Data Balance when I’m overseas?
    Yes, you can use your Free Data Balance overseas in Malaysia, Indonesia, Hong Kong, Macau and Taiwan on our Preferred Partner Networks.

  4. What happens after I use up or deplete my Free Data Balance?
    After you deplete your Free Data Balance, any GRPS or data usage will be charged at 0.7c/KB in blocks of 10KB, deducted from your available balances. You are encouraged to subscribe to a data pack to avoid incurring pay-per-use data charges. To subscribe to a data plan, dial #100*3*1#.

  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 Free Data Balance?
    Yes, GPRS charges will apply. Data usage incurred will be deducted from your Free Data Balance. 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 Free Data Balance was not fully used and I still have a balance of X MB, but why was the local data usage deducted from the Bonus Balance instead?
    Users are able to have multiple browsers or applications running at the same time. These GPRS sessions may still be consuming data, thus holding up X MB in the Free Data Balance. This results in deduction from the Bonus Balance instead for subsequent sessions in progress. However, the X MB in the Free Data Balance will be used once you clear and relaunch all your current sessions.

 
  1. Who is eligible for this promotion?
    All M1 prepaid customers who performed an 8-min IDD 021 call to China, Malaysia, Indonesia, Philippines or Vietnam. The FREE 10 min will only be applicable ONCE within that SAME call.

  2. What do I need to do to be eligible to enjoy this promotion?
    As long as you make an 8-min IDD 021 call to China, Malaysia, Indonesia, Philippines or Vietnam, you will be eligible to enjoy this promotion.

  3. Will I also get to enjoy this promotion if I call to other free IDD countries?
    This IDD 021 promotion is only applicable for IDD 021 calls to China, Malaysia, Indonesia, Philippines and Vietnam. Any IDD 021 calls to outside these countries will not get to enjoy the promotion.

  4. Will I also get to enjoy this promotion if I make IDD 002 calls to these countries?
    This promotion is only applicable for IDD 021 calls hence IDD 002/033 calls to these countries will not get to enjoy the promotion.

  5. I have made an 8-min direct call to China, Malaysia, Indonesia, Philippines or Vietnam, but I did not get to enjoy free 10-min?
    This is an IDD 021 promotion for China, Malaysia, Indonesia, Philippines and Vietnam. The call needs to begin with '021' followed by the country code and telephone number of these countries.

 
  1. How do I qualify for this promotion? Is it open to all countries or selected countries?
    To qualify for the promotion, simply send the first 5 global SMS to China, Malaysia, Vietnam, Indonesia or Philippines within a day and you will be rewarded with 75 FREE global SMS to these destinations. 75 FREE global SMS are valid till 2359hrs of the same day.

  2. If I send 2 global SMS to China, 2 global SMS to Vietnam and 1 global SMS to Malaysia in the same day, will I be able to enjoy the promotion?
    Yes, you will be able to enjoy the promotion. To qualify for the promotion, simply send the first 5 global SMS to the 5 eligible destinations - China, Malaysia, Vietnam, Indonesia or Philippines within a day. Your subsequent 75 SMS are FREE to these 5 destinations.

  3. I have already sent 5 global SMS. Will my next global SMS be charged?
    Upon sending the first 5 global SMS to China, Malaysia, Vietnam, Indonesia or Philippines within a day, you will have qualified for the promotion and your next 75 global SMS to these destinations will be FREE. Global SMS to other destinations are deducted as pay-per-use charge of 15¢ each and/or free SMS, whichever applicable.

  4. Will the 75 FREE global SMS have an expiry date? What happens if I have any unused free SMS?
    Your 75 FREE global SMS will be valid till 2359hrs of the same day. Any unused SMS will be forfeited and will not roll over to the next day.

  5. I have depleted my 75 FREE global SMS. If I send 5 more global SMS to the 5 eligible destinations, can I get another 75 FREE global SMS?
    You can only qualify for the promotion ONCE a day (0000 - 2359hrs). Upon utilising your 75 FREE global SMS, subsequent global SMS will be deducted as pay-per-use charge and/or free SMS.

  6. Are the FREE global SMS applicable to SMS sent to fixed line numbers?
    Yes, the FREE global SMS rewarded are applicable to SMS sent to fixed line numbers from eligible destinations.

  7. I just topped-up Power $19/$30. Can I still enjoy the promotion?
    Yes, the promotion is valid with Power $19/$30 Top-Up. To qualify, the first 5 global SMS to eligible destinations daily will be deducted from your Power $19/$30 IDD/Global SMS balance.

  8. I just topped-up Super $55/$130. Can I still enjoy the promotion?
    Yes, the promotion is valid with Super $55/$130 Top-Up. To qualify, the first 5 global SMS to eligible destinations daily will be deducted from your Super $55/$130 IDD balance.

  9. I am currently enjoying the 'Send 5, get 75 FREE global SMS'. Do I still get to enjoy the 'Send 5, get 10 FREE local SMS' promotion?
    Yes, you can enjoy both local and global usage promotion at the same time.

 
  1. How do I qualify for this promotion? Is there any registration required?
    To qualify for the promotion, simply send the first 5 local SMS within a day and you will be rewarded with 10 FREE local SMS. 10 FREE local SMS are valid till 2359hrs of the same day.

  2. I have already sent 5 local SMS. Will my next SMS be charged?
    Upon sending the first 5 local SMS daily, you have qualified for the promotion and your next 10 local SMS will be FREE.

  3. Do the 10 FREE local SMS have an expiry date? What happens if I have any unused free SMS?
    Your 10 FREE local SMS will be valid till 2359hrs of the same day. Any unused SMS will be forfeited and will not be rolled over to the next day.

  4. I have depleted my 10 FREE local SMS. If I send 5 more local SMS, can I get another 10 FREE local SMS?
    You can only qualify for the promotion ONCE a day (0000 - 2359hrs). Upon utilising your 10 FREE local SMS, subsequent local SMS will be deducted as pay-per-use charge and/or free SMS.

  5. Are the FREE local SMS applicable to SMS sent to fixed line numbers?
    Yes, the FREE local SMS is applicable to SMS sent to fixed line numbers.

  6. I just topped-up Power $19/$30. Can I still enjoy the promotion?
    Yes, the promotion is valid with Power $19/$30 Top-Up. To qualify, the first 5 local SMS daily will be deducted from your Power $19/$30 SMS balance.

  7. I just topped-up Super $55/$130. Can I still enjoy the promotion?
    Yes, the promotion is valid with Super $55/$130 Top-Up. To qualify, the first 5 local SMS daily will be deducted from your Super $55/$130 local balance.

  8. I am currently enjoying the 'Send 5, get 10 FREE local SMS'. Do I still get to enjoy the 'Send 5, get 75 FREE global SMS' promotion?
    Yes, you can enjoy both local and global usage promotion at the same time.

 
  1. What are the benefits of the $28 Super$130 Top-Up?
    Each $28 Super$130 Top-Up includes:
    1. $100 worth of local SMS and local voice calls
    2. $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), MMS 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 M Card 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, MMS 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 M Card.

  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:
    1. Local Balance (Local calls/SMS only)
    2. 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. What is the maximum top-up amount available for M Card 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 M Card customer (Sender) to transfer credit from their Main Balance to another M Card 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 M Card 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 M Card customers to send prepaid credits to other M Card 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 M Card Hotline: 1800-843-8288.

 
  1. What is M Send International?
    M Send International lets M Card 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 M Card 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 M Card 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 M Card account?
    The M Send International service is for our M Card 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 M Card Hotline: 1800-843-8288.

 
  1. How do I change my price plan?
    Customers can change their price plan via #100# and conditions apply:
    • Line is active at the point of change
    • Account balance is more than $1
    • $1 charge is deducted from main balance



  2. Where can I change my price plan?
    Price Plan Change is available at our #100# menu. By choosing Option 7 – Price Plan Change, a submenu of the list of available Price Plan will be shown on the screen of the handphone.

  3. Can I change my price plan at 97600000?
    No. Price Plan Change is only available via #100# Menu

  4. What are the price plans that I can change to?
    Price Plan Change is only applicable for change to Free Incoming Call and Talk8 plan.

  5. Can I change my price plan at any time of the day?
    Yes. It is a 24-hour service so you can change your price plan at any time to suit your needs.

  6. How long do I have to wait till my price plan change to take place?
    Price plan change is instant. Within minutes, price plan will be activated instantly.

  7. How do I know if my price plan has been changed?
    An SMS will be sent to customer upon successful change of price plan.

  8. How much do I have to pay to change my price plan?
    First change of price plan is FREE, subsequent changes are chargeable at $1. The charges will be deducted from your main balance.

 
  1. I have an M Card, but I cannot access my Voicemail. Why is this so?
    Before you can access Voicemail, you have to activate it by diverting your calls. Refer to item 3 below for the steps involved in activating Voicemail.

  2. Why are my friends and family not able to leave Voicemail messages for me?
    To enjoy Voicemail service, you first need to activate it by setting up Call Divert. Refer to item 3 below for the steps involved in activating Voicemail.

  3. How do I divert my calls to Voicemail?
    Simply key in the following:
          
    (004 is a code to divert incoming calls to Voicemail when your line is busy, unreachable or not available; the 004 setting can only be done in Singapore and not overseas.)
    You can also selectively divert calls to your Voicemail:
          
    Divert Conditions Code
    No Reply 61
    Not Reachable 62
    Busy 67
    All Calls 21


  4. How will I be charged if I divert calls to Voicemail?
    For every message left in your Voicemail, you will be charged 16¢ per message.

  5. How will I know when I have Voicemail messages?
    When someone leaves you a message, your phone will beep when it receives an SMS with the following text:

    (X = no. of Voicemail messages received)

  6. Can my friend leave me messages when my Voicemail is full?
    No, he can't. Therefore, it is very important that you clear your messages regularly to ensure that new incoming messages will be accepted.

  7. Can I record my own greetings?
    Yes, you can select a standard or personalised greeting when you're setting up your Voicemail.

  8. Can I select my preferred language for the announcements?
    Yes, you can select from English, Mandarin and Malay languages.

  9. How do I deactivate my Voicemail?
    Key in:
        

  10. Why should I use Voicemail?
    By enabling Voicemail, you ensure that you can still receive messages when you are not contactable. With its low charges, Voicemail is an affordable way for you to stay contactable.

  11. What should I do if I don't want to have Voicemail?
    Your Voicemail won't be activated if you do not divert your calls to it. However, your prepaid number is provisioned with the Voicemail feature so as and when you decide to use it, you can simply set up the Call Divert.

  12. My M card has just expired. Will I lose my Voicemail messages?
    Your Voicemail messages will be kept in the system for 72 hours from the time of message deposit. You must re-activate your expired M Card by performing a top-up within the 72 hours in order to retrieve your messages. After 72 hours, your messages will be deleted.

  13. I have just re-activated my M Card after it expired. To get Voicemail service, must I re-set Call Divert?
    Yes, you will need to re-set Call Divert to enable your Voicemail service.

  14. Once my M card expires, will I be able to receive Voicemail messages?
    No, when your M Card expires, you will not be able to receive any incoming calls or accept any new Voicemail messages. Consequently, you will not be charged for any message deposits.

  15. Can I activate my Voicemail using my M Card when I'm overseas?
    No, you must activate your Voicemail with your M Card when you're in Singapore.

 
  1. Where can I purchase the Prepaid Tourist SIM?
    You can purchase the Prepaid Tourist SIM at the following locations:
    • Changi Meet & Greet at Changi Airport Terminals 1, 2, 3 & 4 Arrival Halls (Public Area)
    • Changi Recommends at Changi Airport Terminal 4 Arrival Hall (Public Area)
    • Any M1 Shop or selected retailers islandwide
    The $50 Tourist SIM can be purchased only at Changi Airport.

  2. Do I need to register the Prepaid Tourist SIM?
    Yes, registration of the Prepaid Tourist SIM is compulsory upon purchase. Please produce your identification documents for registration purposes.
    • Foreigner: Passport / Work Permit (issued after 3 May 1999)
    • Singapore/Singapore PR: NRIC/Passport
    • National Serviceman: SAF11B/SPF11B/SCDF11B



  3. How many Prepaid Tourist SIMs can I purchase?
    Each customer is only allowed to have a total of 3 Prepaid SIM Cards (mobile and broadband) registered under their name, regardless of the service providers.

  4. What size is the Prepaid Tourist SIM (Non-eSIM) available in?
    The Prepaid Tourist SIM (Non-eSIM) is available in 3-in-1 SIM Card (Applicable for Regular, Micro and Nano sizes).

  5. What are the available Prepaid Tourist SIM denominations?
    There are three denominations available: $12, $30 and $50.

  6. What are the benefits of M1’s Prepaid Tourist SIMs?
    $12 Tourist SIM $30 Tourist SIM $50 Tourist SIM
    Local Data 100GB 100GB 100GB
    Roaming Data^ - 3GB 5GB
    Local Calls 500 mins 3,000 mins 3,000 mins
    Local SMS 100 5,000 5,000
    International Calls 20 mins 50 mins 50 mins
    Validity 7 days 12 days 14 days
    ^ Roaming Data can be used in Malaysia (Celcom), Indonesia (Indosat/XL Axiata), Hong Kong (SmarTone), Macau (SmarTone) and Taiwan (Chunghwa Telecom) only.

  7. How do I activate my Tourist SIM on my mobile phone?
    Your Tourist SIM will be activated automatically upon successful registration and card benefits are activated immediately upon SIM activation.

  8. Can the Tourist SIM local data balances be used to roam in Malaysia, Indonesia, Hong Kong, Macau or Taiwan at no additional cost?
    You are not able to use the Tourist SIM Local Data balances to roam in the mentioned countries.

  9. How do I make an international call?
    To make an international call, dial [021/033] [Country Code] [Area Code] [Telephone Number].

  10. Do I enjoy special rates for international calls?
    No, there are no special rates.

  11. Can I send and receive Multimedia Messaging Service (MMS)?
    You cannot send MMS but you can receive MMS.

  12. I want to surf the Internet. Do I need to set any GPRS settings on my phone?
    You can surf the Internet seamlessly upon inserting your Tourist SIM into your phone.

  13. Can I use my Tourist SIM when I travel out of Singapore?
    You can only use the $30 or $50 Tourist SIM roaming data when you travel out of Singapore.

  14. Which countries can I use the $30 and $50 Tourist SIMs roaming data?
    The $30 and $50 Tourist SIMs roaming data are usable only in 5 countries namely Malaysia, Indonesia, Hong Kong, Macau and Taiwan on our preferred networks.

  15. How do I data roam with the $30 and $50 Tourist SIMs?
    Activate data roaming via USSD #100*8*1# before manually selecting our Preferred Networks as follows:
    Celcom in Malaysia
    Chunghwa Telecom in Taiwan
    Indosat/XL Axiata in Indonesia
    SmarTone in Hong Kong
    SmarTone in Macau

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

  16. What happens when I lose the preferred network halfway while data roaming due to poor coverage?
    If you lose the preferred network halfway due to poor coverage, you will not be able to continue to data roam. Please connect back to our preferred networks once available to continue enjoying data roaming. If you have accidentally disabled the Network Lock feature, you can re-enable Network Lock via #100*8*1# to stay on our preferred networks.

  17. How do I check my balance and expiry date of the Tourist SIM?
    Please dial #100*1*1# to check your balance and expiry date of the Tourist SIM.

  18. What happens if my Tourist SIM balances are running low?
    You can top up via M1 Prepaid App or M1 Prepaid Account @ mcardaccount.m1.com.sg to your $30 or $50 Tourist SIM. However, you will not be able to continue usage on your $12 Tourist SIM once your balances deplete.

  19. Can I do a top-up to extend my Tourist SIM balances?
    You can only do a top-up to the $30 or $50 Tourist SIM, cap at 15 days validity at any one time. Top-up is NOT Available for the $12 Tourist SIM.

  20. What happens after my Tourist SIM balances have expired?
    After your Tourist SIM balances have expired, any unused balances will be forfeited.

  21. What is the card validity of the Tourist SIMs?
    The $12 Tourist SIM is valid for 7 days, $30 Tourist SIM is valid for 12 days and $50 Tourist SIM is valid for 14 days from day of registration.

  22. Can I use my Tourist SIM again when I return to Singapore two months later?
    You are not able to use your Tourist SIM again after your card expires.

  23. What benefits do I get from the Tourist SIM $2 Top Up?
    Tourist SIM $2 Top Up includes:
    300MB Local Data
    60 mins Local Calls
    100 Local SMS
    5 Mins International Calls
    1 Day Validity

  24. Can I top up to all Tourist SIMs?
    No, you can only top up to the $30 and $50 Tourist SIMs.

  25. Where can I top up?
    You can top up via M1 Prepaid App or M1 Prepaid Portal @ mcardaccount.m1.com.sg

  26. What are the benefits of an eSIM?
    With introduction of eSIM, this helps you to eliminate the need of removing physical SIM cards to switch among multiple cellular plans for personal, business and roaming use in a single device.

  27. What if I accidentally delete the eSIM profile on my device?
    Once the eSIM profile is deleted, it cannot be retrieved. Customer will need to repurchase a new $12 Tourist eSIM card.

  28. I have tried scanning the QR code on my $12 Tourist eSIM but it doesn’t work?
    You may proceed to any of our M1 Shop with the QR code card for further assistance.

  29. I am now looking to change from my $12 Tourist eSIM to a physical SIM card, what should I do?
    You will not be able to switch over from your Tourist eSIM to a physical SIM card. However, you may wish to purchase a new Tourist SIM card if required.

 
  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?
    You can purchase up to 2 similar roaming packs at one time.

  6. I have already purchased 2 $15 roaming packs yesterday, can I still purchase another $15 roaming pack today?
    You will only be able to purchase your 3rd $15 roaming pack if your current data balance depletes to less than 2GB.

  7. Can I purchase the roaming pack and activate the pack thereafter?
    Yes, you can purchase the roaming pack via M1 Prepaid App or M1 Prepaid Account @ mcardaccount.m1.com.sg and select your preferred activation date (cap. at max. of 11 days from date of purchase).

  8. Can I not choose an activation date?
    No, you will need to select your preferred activation date in order to proceed with the purchase.

  9. Can I change the activation date after confirmation of purchase?
    No, you are unable to make any changes after confirmation.

  10. 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.

  11. 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.

  12. Will I receive low balance data notifications?
    Yes, you will receive low balance notifications when your data balance hits 200MB and 500MB respectively. To continue usage, please log in to M1 Prepaid App or M1 Prepaid Account @ mcardaccount.m1.com.sg to purchase a new pack.

  13. 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*2*6#

  14. 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.

  15. 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.

  16. What should I do if I am unable to purchase another pack to extend my balance and validity?
    You need to utilise your existing data balance to less than 2GB in order to purchase a new 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
    Taiwan Chunghwa Telecom
    Thailand AIS
    UK Vodafone
    USA 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?
    1. Ensure that you have a valid data bundle, with sufficient data allowances for use.
    2. Ensure that you have manually selected our Preferred Network when you are at the respective country.
    3. Turn off your mobile data/international roaming data settings if you would like to use non-data roaming services (e.g. MMS/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 M Card?
    Network Lock for M Card 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 M Card 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.

 
  1. What is the Unlimited Outgoing Call Pack applicable for?
    The Unlimited Outgoing Call Pack is applicable for local outgoing voice calls. It is not applicable for IDD calls, roaming calls and calls to Singtel 100 Directory.

  2. Is the Unlimited Outgoing Call Pack valid for ChatEzy plan?
    No. However, you can change your plan to Talk 8 or FIC to enjoy this VAS.