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FoneCare+
FoneCare+ Pro and FoneCare+ are value-added services offered to M1 Postpaid customers that make it easy for you to swap or replace your device, and upgrade to a new handset every year. You just need to meet the eligibility criteria and pay the relevant service fees.
With FoneCare+ Pro, you also get unlimited technical support from Tech Buddy—a dedicated team ready to help with any device issues. You can access Tech Buddy support anytime at http://m1fonecare.asurion.com
You can subscribe to FoneCare+ Pro or FoneCare+ when you sign up for or renew your Bespoke Flexi or Bespoke Contract plan with a new device
Your device warranty only covers certain defects. With FoneCare+ Pro or FoneCare+, you get extra peace of mind—you can swap or replace your device for almost any reason, not just defects. You can also upgrade to a new handset every year, as long as you meet the eligibility criteria and pay the service fees. It’s a flexible way to keep your device protected and always up to date
No, you can only sign up for either FoneCare+ Pro or FoneCare+ on each mobile plan.
Yes, you can upgrade from FoneCare+ to FoneCare+ Pro anytime using My M1+ app.
If you want to downgrade from FoneCare+ Pro to FoneCare+, you can do so in the app as well—just make sure you don’t have an active FoneCare+ Pro commitment contract. If you do, you’ll need to wait until your contract ends before switching
Yes, you can subscribe to either FoneCare+ Pro or FoneCare+ with your CORI plan.
No, once you re-contract and purchase a new device, your FoneCare+ Pro or FoneCare+ plan will automatically cover your new device.
Tech Buddy is only available with FoneCare+ Pro. If you’d like to use Tech Buddy, you can upgrade to FoneCare+ Pro anytime using My M1+ app. Please note that FoneCare+ Pro charges will apply.
No, your FoneCare+ Pro or FoneCare+ service will automatically end when you cancel your mobile line with M1.
If your new device is not eligible, your FoneCare+ or FoneCare+ Pro service won’t apply to it. To avoid unnecessary charges, please remember to cancel your FoneCare+ Pro or FoneCare+ service using My M1+ app.
You can cancel your FoneCare+ or FoneCare+ Pro service using the My M1+ app. Your final month’s subscription fee will be adjusted based on the number of days you’ve used the service
There’ll be a monthly fee of $10.08 for FoneCare+ or $12.12 for FoneCare+ Pro. Your first and last month’s fee will be prorated based on your subscription dates. No registration or activation fee is required.
If you request a device Swap or Replacement, a one-time service fee applies. The fee depends on your device type and retail price.
Here’s a quick overview:
| Device Retail Price | iPhones / iPads | iPhones / iPads | iPhones / iPads | iPhones / iPads | Other Devices (Including Foldable Devices) | Other Devices (Including Foldable Devices) | Other Devices (Including Foldable Devices) | Other Devices (Including Foldable Devices) |
| < $1,000 | $1,000 to $1,500 | $1,501 to $2,000 | > $2,000 | < $600 | $600 to $1,500 | Device > $1500 or Foldables $1501 to $2000 | > $2000 (Foldables only) | |
| Swap | $160 | $175 | $260 | $300 | $75 | $125 | $240 | $500 |
| Replacement (first 6 months) | $380 | $575 | $730 | $890 | $275 | $425 | $625 | $1000 |
| Replacement (after 6 months) | $290 | $375 | $530 | $690 | $175 | $275 | $480 | $1000 |
For Device Refresh service, here are the fees:
| Mobile Device type/Device Retail Price* | Device Refresh Service Fee (inclusive of GST) |
| Non-foldable/non-flip devices | $79 |
| Foldable / flip devices ≤ S$2,000 | $79 |
| Foldable/flip devices with RRP > S$2,000 | $299 |
Device RRP refers to the recommended retail price (SGD, including GST) on the date the device was launched with M1.
You can pay the service request fee with your credit or debit card. Our FoneCare+ customer service officer will request your card details and process the payment for you.
You can enjoy the device upgrade benefit if you’re on a Bespoke Contract with FoneCare+ or FoneCare+ Pro, and you meet all these conditions:
Eligibility checklist:
Have not re-contracted your mobile line in the last 11 months.
Made at least 11 consecutive monthly payments for FoneCare+ or FoneCare+ Pro.
Your registered device is eligible for upgrade.
Return your registered device in good working condition at any M1 Shop.
Continue your FoneCare+ or FoneCare+ Pro subscription when you re-contract.
If you qualify:
Visit any M1 Shop between the 12th and 20th month of your current device contract. You’ll get up to $650 off early re-contract fees and upfront payment for your new device
To qualify for the device upgrade benefit, make sure your registered device meets these requirements:
Can be turned on and off, with a fully functioning battery.
Functions as originally intended (e.g. can make and receive calls, connect to the internet, charge fully, and has a responsive touchscreen).
Free from physical damage, including:
No chips, dents, deep scratches, or cosmetic defects
No liquid damage or corrosion
Screen and casing are not cracked or discoloured
Connectors and SIM reader are undamaged
Has not been modified
Not listed as lost or stolen with the Singapore Police Force
Note:
Your device will be checked for its condition when you return it at the M1 Shop.
Here’s a simple checklist:
Remove your SIM card.
Back up your data, including photos, music, videos, and contacts.
Delete any personal or confidential information.
Turn off any activation or device locking features (for example, Find My iPhone).
Perform a factory reset.
This helps protect your privacy and ensures a smooth upgrade process
Swap: When you exchange your registered device for a similar one, known as a “Like Mobile Device.”
Replacement: When you request a “Like Mobile Device” because you no longer have your registered device.
A “Like Mobile Device” is a device that:
May be new or refurbished.
Is similar in kind, quality, and functionality.
May be a different brand, model, or colour.
Has the same or greater memory capacity.
Comes in plain packaging marked “Not For Resale” rather than the original manufacturer box.
Has a different IMEI number.
Does not include any accessories.
Yes, your “Like Mobile Device” comes with a 6-month warranty from the delivery date, covering any manufacturer faults or defects.
If you need to make a warranty claim, it won’t count towards your Swap or Replacement entitlement, and there’s no service fee for warranty claims.
Once you’ve accepted your replacement device, your original device belongs to FoneCare+ Pro / FoneCare+.
If you recover your original device, simply email FoneCare+ at Fonecare@asurion.com to arrange its return to M1 and our service partners.
You can easily request a Swap or Replacement anytime through our FoneCare+ Online Portal.
If you need help with an existing request:
Tap the chatbot at the bottom right of the portal.
Enter your registered mobile number or email address.
Type “Chat with Agent.” After verification, you’ll be connected to a live agent.
If you prefer, you can also ask the agent to arrange a call back for you
Please refer to the Service Request Delivery Time:
Service Request Acceptance Time | Delivery Time |
|---|---|
Monday to Friday, 8am to 2pm | Within 4 hours |
Monday to Friday, 2pm to midnight | Next day before 12pm |
Monday to Saturday, midnight to 8am | Same day before 12pm |
Saturday, 8am to 2pm | Within 4 hours |
Saturday after 2pm to Sunday, 10am | By 6pm on Sunday** |
Sunday after 10am to Monday, 8am | Monday before 12pm |
Note:
For delivery times that fall on a public holiday, your delivery will be scheduled for the next working day.
If you choose the Backorder option, the delivery times listed above will not apply to your service request.
**Delivery is chargeable at $45 per trip (inclusive of GST).
Yes, you can reject the replacement device. The FoneCare+/FoneCare+ Pro team may offer to place your request on backorder for up to 30 days while we try to source your preferred colour. If your requested device becomes available, we will contact you. If you still choose to decline the device, your service request will be cancelled and your service request fee will be refunded.
Yes. After completing your warranty claim, please update your enrolled device records via the FoneCare+ online portal. A digital copy of the service receipt from AppleCare or the OEM, displaying both the old and replacement device IMEI numbers, will be required as proof of exchange.
No, your OEM warranty will no longer be valid after you make a FoneCare+ Pro or FoneCare+ service request for a Swap or Replacement.
The Device Refresh service provides the following:
Deep cleaning
Diagnostic check
System refresh
Screen replacement:
Front screen for non-foldable/flip devices
External and internal screens for foldable/flip devices
Cleaning solution kit
Free phone accessory (e.g. screen protector)
You’re eligible for Device Refresh if your device only needs a screen replacement and no other parts require repair or service.
Device Refresh is available to all FoneCare+ subscribers. You are entitled to one Device Refresh every 12 months.
Your refreshed device comes with a 12-month warranty from the delivery date. This warranty covers manufacturer defects and malfunctions, but does not include battery wear and tear.
Please refer to the Device Refresh Delivery Time:
Service Request Acceptance Time | Delivery Time |
|---|---|
Monday to Friday, before 2pm | Next day (Mon–Fri), 2pm-6pm |
Monday to Friday, after 2pm | Within next 2 days (Mon–Fri), 2pm-6pm |
Friday, before 12pm | Next day (Sat) , 2pm-6pm |
Friday, after 12pm | Within next 2 days (Sun–Fri), 2pm-6pm |
Note:
For delivery times that fall on a public holiday, your delivery will be scheduled for the next working day
Need assistance?
We are here to help. Reach out to us.
