1. What is FoneCare+?

    FoneCare+ is a value added service offered to M1 postpaid customers. This service allows you to Swap or Replace your devices for any reason and offers you the flexibility to upgrade to a new handset every year without or with a discounted Early Upgrade Fees as long as you meet the eligibility criteria set out for the services and pay the service request fees.

  2. How do I sign up for FoneCare+ and how does it work?

    You can sign up for FoneCare+ from any M1 Shop or Exclusive Distributor when you purchase your new device with a 2-year contract.

    FoneCare+ allows you to:

    • Upgrade to a new phone every year by simply returning your Registered Handset from 12th month onwards and enjoy Early Handset Upgrade Fee waiver (worth up to $350)!
    • Make 2 Swaps or 1 Replacement service request in any rolling 12 month period. The rolling 12 month period starts from the date of the delivery of your first given Swap or Replacement.

    Additionally, a mobile App and an online portal will provide subscribers with 5GB of cloud storage and also provide other protection / security features. (e.g. Locate, Lock and Alarm)

  3. Why do I need to subscribe to FoneCare+ when I would have a 12 months warranty on the device?

    Warranty provided by device manufacturer only covers specific defects and you need to have your device in your possession. FoneCare+ provides a comprehensive coverage of after-sales device issues from device security to data protection. Replacement devices are also conveniently delivered to your doorstep.

  4. Can I sign up more than one FoneCare+ service under same NRIC?

    Yes. You are able to sign up maximum 5 FoneCare+ services under the same NRIC. However, you are only allowed to sign up 1 FoneCare+ service for each postpaid mobile line with a 2-Year handset contract.

  5. I am currently on the 6-month / 12-month FoneCare Upfront payment program, what will happen to my current plan and how do I enroll in FoneCare+?

    Your current 6-month / 12-month plan will continue in service until the expiry date. If you wish to renew the same Registered Device with FoneCare+, simply approach any M1 Shop or Exclusive Distributor upon FoneCare contract expiry.

  6. Can I renew on my 6-month / 12-month FoneCare Upfront payment program?

    No. 6-month / 12-month FoneCare Upfront payment program will no longer available from 15th August 2016 onwards. However, you are encouraged to upgrade to FoneCare+ at only $8.50 per month with no contract.

  7. Is my current Registered Device still covered under FoneCare+ after I re-contract my mobile line with 2-Year contract and purchased new phone with M1?

    Once you have re-contracted your mobile line with 2-Year contract and purchased new phone, your new device will take over the FoneCare+ service and become the new Registered Device. Old device will no longer be covered by FoneCare+ service. Henceforth, swap and replacement request made will only be for the new Registered Device.

  8. Will my FoneCare+ service continue if I terminate my mobile line service with M1?

    No. FoneCare+ service will be terminated automatically once you terminate the corresponding mobile line service with M1.

  9. Can I terminate my FoneCare+ service at anytime?

    Yes, there is no minimum contract period for FoneCare+ service. To terminate, please call our M1 Customer Service Hotline at 1627. The monthly subscription fee due on the last month will be pro-rated to the days of actual subscription.


  1. What do I need to pay?

    You will pay a monthly subscription fee of $8.50 (incl. GST) via your M1 monthly bill once service is activated. The first and last month of subscription fee will be prorated to the days of actual subscription.

    No registration and activation fee required.

    A one-time service request fee is chargeable when you make any Swap or Replacement request.

    Retail Price
    iPhones / iPads Other Devices
    < $1,000 $1,000 - $1,500 > $1,500 < $600 $600 - $1,500 > $1,500
    Swap $160 $175 $260 $75 $125 $240
    (first 6 months)
    $380 $575 $730 $275 $425 $625
    (after 6 months)
    $290 $375 $530 $175 $275 $480
  2. How do I pay for the service request fee?

    Service request fee can be paid via credit card or debit card. Our FoneCare+ customer service officer will ask for your card details and the corresponding amount will be charged to your card.


  1. What are the eligible devices for Upgrade?

    To know if your phone is eligible for Upgrade, click here for the latest updates on the eligible devices.

  2. When can I enjoy the FoneCare+ Handset Upgrade?

    You can enjoy $350 (for iPhone) / $150 (other featured phone) Early Upgrade Fee waiver when you re-contract on a 2-Year data bundled plan at any M1 Shop or Exclusive Dealer during the period of 13th to 17th month of your handset contract.

    You will also need to fulfill the following conditions:

    • Have made at least 11 continuous monthly FoneCare+ payments
    • Have not re-contracted your existing mobile postpaid line in the last 11 months, from the date of FoneCare+ enrolment
    • Registered Device is eligible for Upgrade (click here)
    • Return the Registered Device in good working condition.
    • Continue with FoneCare+ service when you re-contract on your mobile line
  3. Where can I perform a FoneCare+ Handset Upgrade?

    To enjoy the FoneCare+ Handset Upgrade on 12th month from your FoneCare+ enrolment start date, simply bring along the Original Registered Device to upgrade to a new device at any M1 Shop or Exclusive Distributor.

  4. How do I know if my handset is in good working condition?

    You will need to check that the Registered Device:

    • Can turn on and off with fully functioning battery
    • Fully functional as per original specifications (E.g. capable of making and receiving calls and connect to the internet, can be charged fully, has a touchscreen that is working properly)
    • Free from physical damage including:
      1. no cosmetic defects such as chips, dents or deep scratches;
      2. no liquid damage or corrosion;
      3. screen and casing that is not cracked or discoloured;
      4. connectors that are not damaged; and
      5. SIM reader that is not faulty or broken;
    • Not subject to modification
    • Not registered on the Singapore Police Force lost or stolen property database.
  5. What else should I do before I return my Registered Device?

    You will need to:

    • Remove your SIM card
    • Transfer and back up all your data such as photo, music, videos and contacts
    • Delete all personal or confidential information
    • Disable all activation and device locking features such as Find My iPhone
    • Perform a factory re-set.


  1. What is the difference between Swap and Replacement service request?

    Swap is a service request for a “Like Mobile Device” in exchange for your registered device.

    Replacement is a service request for a “Like Mobile Device” if your registered device is not in your possession.

  2. What is a “Like Mobile Device”?

    Like Mobile Device means a Device, compared to the Registered Device, that:

    1. May be new or refurbished
    2. Is a similar kind, quality and functionality
    3. May be a different brand, model or colour
    4. Has a same or greater memory
    5. Is delivered in plain packaging marked “Not For Resale” rather than the original manufacturer packaging
    6. Has a different IMEI (International Mobile Station Equipment Identity)
    7. Does not include any device accessories
  3. Is there any warranty for “Like Mobile Device”?

    Yes, your “Like Mobile Devices” will be covered with a 6-month warranty against manufacturer malfunctions and defects starting from the date of delivery.

    You may make a warranty claim for your “Like Mobile Device” by calling our 24-hour FoneCare+ customer service hotline.

    Calling from Singapore, charges apply: 800 852 3098
    Calling from Overseas, charges apply: +65 6822 2253

    A warranty claim will not count towards your Swap and Replacement entitlement. No service fee will be imposed.

  4. What happens if I recover my original registered device after I have completed the replacement service request?

    Upon acceptance of the replacement device, you have relinquished the ownership of your original registered device to FoneCare+. As such, you are required to return the original device to FoneCare+.

  5. How do I make a service request (Swap or Replacement) for my registered device?

    Simply call our 24-hour FoneCare+ customer service hotline for a Swap and Replacement request.

    Calling from Singapore, charges apply: 800 852 3098
    Calling from Overseas, charges apply: +65 6822 2253

  6. What are the delivery hours?
    Acceptance Time Delivery Time*#
    Monday to Friday, 8am to 2pm Within 4 hours of the Acceptance Time
    Monday to Friday, between 2pm and midnight The next day before 12:00 noon
    Monday to Saturday, midnight to 8am The same day before 12:00 noon
    Saturday 8am to 2pm Within 4 hours of the Acceptance Time
    Saturday after 2pm to Sunday 10am by 6pm on Sunday**
    Sunday after 10am to Monday 8am Monday before 12:00 noon

    * For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday.
    # If you elect the option of a Backorder, then the delivery times set out above will not apply to your Service Request.
    **Additional $85.60 (inclusive of GST) charge applies for all deliveries made on a Sunday.

  7. Can I reject the offer of a “Like Mobile Device” which is the same make and model but of a different colour?

    Yes, FoneCare+ may offer a backorder option for a similar device to be available within 30 days. Should the requested device be available, FoneCare+ will contact you and offer the device.

    Should you decline the device, the service request will be cancelled with the service request fee refunded to you.

  8. Can I make a service request (Swap or Replacement) after I have made a warranty claim from AppleCare or Original Equipment Manufacturer (OEM)?

    Yes. Please inform FoneCare+ customer service hotline upon making such a warranty claim to update the enrolled device records. Hotline staff will ask you for a digital copy of the service receipt issued by AppleCare or OEM, indicating the old and the replacement device IMEI, as proof of exchange.

  9. Will my Original Equipment Manufacturer (OEM) warranty still be valid after I make a service request (Swap or Replacement)?

    No. The Original Equipment Manufacturer (OEM) warranty will be rendered void once you make a FoneCare+ service request.


  1. I am a FoneCare+ subscriber, can I use FoneCare Application?

    Yes. FoneCare Application is available to both FoneCare and FoneCare+ subscribers.

  2. The FoneCare App is available for which mobile operating systems? What are the features available?

    For Android devices, features include Backup, Locate, Erase, Alarm & Anti-Virus. For iOS devices, features include Backup, Locate, Alarm, Erase (contacts only).

    For iOS devices, features include Backup, Locate, Alarm, Erase (contacts only).

  3. If my device is switched off or out of network coverage, will the Alarm, Locate, and Erase features still work?

    No, the device needs to be switched on and be connected to mobile network or WIFI, and FoneCare App is still installed on the device.

  4. If the SIM card has been removed from my device, will the Alarm, Locate and Erase features still work?

    Yes, so long as your device is connected to WIFI and the FoneCare App is still installed. For Locate function to work, the GPS on the mobile device must be turned on.

  5. Will Alarm still sound if my device is on silent mode?


  6. What happens when storage exceeds 5GB?

    Backup is in chronological order. If you exceed your storage limit, some content will not be backed up. FoneCare App will show the number of user generated photos and videos that are backed up.

    NOTE: Storage is unlimited for contacts; 5GB storage is reserved for user generated photos and videos.

  7. Can FoneCare App backup my SMSes?


  8. Will on-going task be interrupted when system is performing backup?

    No. Backup happens on the background.No. Backup happens on the background.

  9. Can I selectively backup my data?

    Yes. User can select to backup by categories; namely Contact and user generated photos and videos.

  10. Can I backup over WiFi and/or when my phone is charging only?

    Yes. Users can select their preferred backup mode:

    1. “Backup Anytime” OR “Backup only when Charging”
    2. “Backup over WIFI and Mobile Data” OR “Backup only over WIFI”
  11. Which Cloud provider is used for FoneCare and is it secure?

    Cloud provider for FoneCare is Amazon Web Service. It is protected by 256 bit encryption on the servers and is not accessible by public without user password.

  12. Can I set the frequency for Anti-virus scan?

    Yes. Automatic scan can be set on Daily, Weekly and at Specific hour.

  13. Will the Anti-virus scan content and apps on SR card as well?

    Yes. However, system files and pre-loaded apps can’t be scanned.

  14. Does the “Secure” feature erase all data from my device?

    For Android devices, users can choose to:

    1. Reset to factory default;
    2. Erase and Lock (which only wipes out user generated photos, videos and contacts)

    For iOS devices, users can only erase contacts.