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FREQUENTLY ASKED QUESTIONS

 

INDEX

A. GENERAL

B. PRODUCTS

C. BILLING

D. PORT-IN

E. DEVICE & APPLICATIONS

 

 

A. GENERAL

 

1. What is Account Balance?

Account Balance refers to your charging account for TPG Mobile services. With credits in your Account Balance, you can do the following:

  • Renew your TPG Mobile Plan
  • Deduct for excess charges to avoid service disruption
  • Make IDD calls from as low as 1¢ per 30 seconds
  • Purchase additional roaming data

 

2. How do I check my Account Balance?

Download TPG SG App or My Account to check your Account Balance. Just key in your TPG number and the OTP sent to you to access your TPG Account.

 

3. How do I recharge my Account Balance?

You can recharge your Account Balance via Online Recharge, My Account, or TPG SG App via credit/debit card (Visa, Mastercard). For cash options, you may visit any TPG Service Centres or Authorised Dealers. To find the nearest TPG shops around you, simply SMS <TPG> to 1218. This service is free and valid for all TPG customers.

The recharge denominations available are $5, $10, $20, $50, $100 or $200.

 

4. Is there an expiry date or maximum value in the Account Balance?

You can recharge your Account Balance as much as you want. The value in Account Balance has no expiry date as long as your TPG SIM is active. Do note that credits in Account Balance are non-refundable.

 

5. How do I reset my password to My Account?

Click 'Forget Password?' in My Account, a password reset link will be sent to you via SMS and/or email. Note that this link can only be used once and it expires after 24 hours.

 

6. How can I update my personal data?

To change your payment method, please log in to My Account. To update personal data, such as your address or identification details, please fill in the Change of Personal Data Request Form and email it to dpo@tpgmobile.sg.

Your request must be sent from your registered email address for your account. Please ensure that you include the following supporting documentation:

  • For a change of NRIC / FIN card details or email address: an electronic copy of your ID document
  • For a change of billing address: an electronic copy of a utility bill (e.g. home broadband, electricity, mobile phone) or Title Deed or Tenancy Agreement in your name
  • Do not forget to include a copy of your signed Change of Personal Data Request Form

 

7. How can I contact TPG Customer Service?

You may contact us at the following email addresses:

  • support@tpgmobile.sg
    (general inquiries and other service-related questions)
     
  • service@tpgmobile.sg
    (account termination/cancellation)
     
  • dpo@tpgmobile.sg
    (change of personal data)
     
  • TPG Seniors Hotline - 6920 0000
    (Monday - Friday | 10 am - 6 pm | except weekends and PH)
     
  • TPG Service Centres:
    • 1 Kaki Bukit View, #02-10 Techview, S415941
      (Daily: 10am-6pm, PH: closed)
       
    • 181 Orchard Road, #04-28 Orchard Central, S238896
      (Daily: 11am-7.30pm)
       
    • 304 Orchard Road, #03-64 Lucky Plaza, S238863
      (Daily: 10.30am-6pm)
       
    • 133 Canberra View, #02-11 Canberra Plaza, S750133
      (Daily: 11am-3pm / 4pm-8pm)
       
    • 809 Hougang Central, #01-166, S530809
      (Daily: 11am-7pm)
       
    • 18 Jalan Membina, #01-03, S164018
      (Daily: 11am-7pm)
       
    • 208 New Upper Changi Road, #01-679, S460208
      (Daily: 11am-8pm)
       

 

8. What should I do if I wish to terminate my mobile service with TPG?

  • For termination, please fill-up the form here and send it to service@tpgmobile.sg
  • We will acknowledge your request within 2 business days and process it within 7 business days if there are no outstanding dues
  • For cases requiring more than 7 business days, we will advise on the timeline and the reason(s) for the extension
  • We will not charge you for the next 30-day cycle if the termination request is submitted at least 7 business days before the end of billing cycle (day 30)


*Alternatively, termination requests can also be done at our TPG Service Centre at Orchard Central or Kaki Bukit (Techview).

 

9. Is TPG ISO certified?

ISO certification is a seal of approval from a third party body that a company runs to one of the international standards developed and published by the International Organization for Standardization (ISO). Please find our certifications below:

 

 
 

 

 

TPG SIM Card

 

1. Where can I pick up and activate my SIM card?

For 50GB SIM Only Plan, 80GB SIM Only Plan, or Seniors Plan customers, click here for the locations. For 50GB Prepaid Plan, you have to purchase it personally from our TPG Service Centre with your ID document.

 

2. Can I get someone to pick up the SIM card on my behalf?

You can authorise a proxy to pick up your SIM card on your behalf by completing and signing the authorisation letter. Your proxy must bring the following documents:

  • Original ID document of the appointed proxy (eg. NRIC/FIN/Passport etc.)
  • Original ID document of the account holder (eg. NRIC/FIN/Passport etc.)
  • Authorisation letter duly signed by the account holder

This is not applicable for the 50GB Prepaid Plan.

 

3. What if I need a replacement SIM card?

Visit the designated SIM pick-up locations below with your original ID as provided in My Account. Upon successful verification, our team will issue a replacement SIM card to you.

  • For Lost SIM (payment of $5) - visit any TPG Service Centre
  • For Faulty SIM (no charges - 1 for 1 exchange) - visit any TPG Service Centre or TPG @ Best Denki outlets

Click here for the list of locations.

 

 
 

 

 

B. PRODUCTS

 

TPG 50GB SIM Only Plan (EXTRA 50GB: till 31 DEC 2021) 

 

1. What is TPG 50GB SIM Only plan?

TPG 50GB SIM Only plan is a contract-free plan for 30 days. It allows you to use your existing mobile phone on our 4G mobile network.

The plan comes with 50GB local data, unlimited mobile to mobile calls, unlimited SMS to TPG lines, 300 local fixed line minutes, 30 local SMS, 1GB roaming data to Malaysia, Indonesia, Thailand, Philippines, India, Japan, and Taiwan, free incoming calls, and caller ID.

Unlike most providers, our no lock-in mobile plan gives you more flexibility.

 

2. How much is the TPG 50GB SIM Only Plan?

The plan is priced at $10 for 30 days. Activation is free.

 

3. What are the eligibility requirements?

For regulatory purposes, we will ask you to upload proof of identification. You will need to bring along your original ID when you pick up the SIM card. We cannot accept ID documents in photocopy and digital formats.
 

Type
ID Type
SG Citizen / PR NRIC
11B
NRIC Replacement Slip + a Photo ID
Singapore / Foreign Passport
New SG Citizen / PR NRIC Collection Slip + a Photo ID
Foreign Workers Work Permit
Employment Pass
Personalised Employment Pass
Diplomatic Pass
S Pass
Foreign Passport
Foreign Visitors Long Term Visit Pass
Dependent Pass
Student Pass
Foreign Passport

 

4. Does TPG allow rollover data, calls, and SMS?

Unused data, calls, and SMS will not be rolled over to the following month.

 

5. Are international calls and SMS supported?

You can enjoy incoming international calls and SMS for free. Outgoing international calls are available from 1¢ per 30 seconds, and 10¢ per SMS for outgoing international SMS. For more information, please refer to www.tpgmobile.sg/IDD.

The plan comes with free 1GB of high-speed data roaming in selected countries as well. Excess roaming beyond the first 1GB will be charged at $3 per GB for these countries. Click here for more details.

 

6. How am I billed for my mobile service?

You can view your invoices via My Account or TPG SG App. Plan renewal will be billed on Day 26 (4 days before the end of the cycle). The deduction will be based on this order (where applicable):

1. Account Balance
2. Credit Card / Debit Card / GIRO


You will only have access to Basic Data Services and receive incoming calls and SMS if plan renewal is unsuccessful.

 

7. What is Basic Data Services?

Basic Data Services is FREE local data access for TPG subscribers. Subscriber with an active SIM Only Plan will enjoy the use of Free Data, speed capped at 192Kbps, when the Plan is suspended, pending plan renewal. Once the Plan is renewed, the subscriber will be able to enjoy full 4G speed data again.



8. Can I use the service for anything else other than what’s included in the plan?

You can only use the service for usage types that are included as part of the plan. Other usage types such as MMS, video calls and Premium Services are not supported.

For excess data, calls and SMS, you can access and top up your Account Balance by logging into My Account or via TPG website,  TPG SG App or at TPG Authorised Dealers. Excess charges will be deducted as follows:

  • Local data at $1 per GB
  • Local call at 1¢ per 30 seconds
  • Local SMS at 5¢ per SMS
  • IDD calls from 1¢ per 30 seconds
  • International SMS at 10¢ per SMS
  • Roaming data at $3 per GB

The rates listed above are subjected to changes. Top-ups are not refundable.

 

9. Is there any throttling of speed to the TPG 50GB SIM Only Plan?

There is no throttling of speed for this plan.

 

 

 
 

 

 

TPG 80GB SIM Only Plan (EXTRA 50GB: till 31 DEC 2021) 

 

1. What is TPG 80GB SIM Only Plan?

TPG 80GB SIM Only plan is a contract-free plan for 30 days. It allows you to use your existing mobile phone on our 4G mobile network.

The plan comes with 80GB local data, unlimited mobile to mobile calls, unlimited SMS to TPG lines, 500 local fixed line minutes, 50 local SMS, 2GB roaming data to Malaysia, Indonesia, Thailand, Philippines, India, Japan, and Taiwan, free 300 IDD minutes to selected countries, free incoming calls, and caller ID.

Unlike most providers, our no lock-in mobile plan gives you more flexibility.

 

2. How much is the TPG 80GB SIM Only Plan?

The plan is priced at $18 for 30 days. Activation is free.

 

3. What are the eligibility requirements for the Plan?

For regulatory purposes, we will ask you to upload proof of identification. You will need to bring along your original ID when you pick up the SIM card. We cannot accept ID documents in photocopy and digital formats.

Type
ID Type
SG Citizen / PR NRIC
11B
NRIC Replacement Slip + a Photo ID
Singapore / Foreign Passport
New SG Citizen / PR NRIC Collection Slip + a Photo ID
Foreign Workers Work Permit
Employment Pass
Personalised Employment Pass
Diplomatic Pass
S Pass
Foreign Passport
Foreign Visitors Long Term Visit Pass
Dependent Pass
Student Pass
Foreign Passport

 

4. Does TPG allow rollover of unused data, calls, and SMS?

Unused data, calls, and SMS will not be rolled over to the following month.

 

5. Are international calls and SMS supported?

The plan comes with free 300 minutes of IDD to selected countries. Click here for the full list. TPG reserves the right to update the list of selected countries from time to time. Excess IDD minutes used will be charged at the prevailing IDD rates. For more information, please refer to www.tpgmobile.sg/IDD.

Outgoing international SMS is available at 10¢ per SMS. The plan comes with free 2GB of high-speed data roaming in selected countries as well. Excess roaming beyond the first 2GB will be charged at $3 per GB for these countries. Click here for more details.

 

6. How am I billed for my mobile service?

You can view your invoices via My Account or TPG SG App. Plan renewal will be billed on Day 26 (4 days before the end of the cycle). The deduction will be based on this order (where applicable):

1. Account Balance
2. Credit Card / Debit Card / GIRO


You will only have access to Basic Data Services and receive incoming calls and SMS if plan renewal is unsuccessful.

 

7. What is Basic Data Services?

Basic Data Services is FREE local data access for TPG subscribers. Subscriber with an active SIM Only Plan will enjoy the use of Free Data, speed capped at 192Kbps, when the Plan is suspended, pending plan renewal. Once the Plan is renewed, the subscriber will be able to enjoy full 4G speed data again.

 

8. Can I use the service for anything else other than what’s included in the plan?

You can only use the service for usage types that are included as part of the plan. Other usage types such as MMS, video calls and Premium Services are not supported.

For excess data, calls and SMS, you can access and top up your Account Balance by logging into My Account or via TPG website,  TPG SG App or at TPG Authorised Dealers. Excess charges will be deducted as follows:

  • Local data at $1 per GB
  • Local call at 1¢ per 30 seconds
  • Local SMS at 5¢ per SMS
  • IDD calls from 1¢ per 30 seconds
  • International SMS at 10¢ per SMS
  • Roaming data at $3 per GB

The rates listed above are subjected to changes. Top-ups are not refundable.

 

9. Is there any throttling of speed to the TPG 80GB SIM Only Plan?

There is no throttling of speed for this plan.

 

 
 

 

 

Seniors Go Digital Mobile Plan

 

1. What is Seniors Go Digital Mobile Plan?

Seniors Go Digital Plan is a contract-free plan specially created for Singapore Citizens aged 60 and above to support IMDA’s Seniors Go Digital Programme.

The plan comes with 20GB of data at 4G speed, thereafter unlimited data throttled at 512Kbps. It also comes with 300 local fixed line minutes, unlimited mobile to mobile calls, unlimited SMS to TPG lines, 30 local SMS, 1GB roaming data to Malaysia, Indonesia, Thailand, Philippines, India, Japan, and Taiwan, free incoming calls, and caller ID.

Unlike most providers, our no lock-in mobile plan gives you more flexibility.

 

2. How much is the Seniors Go Digital Mobile Plan?

The plan is priced at $5 for 30 days. Activation is free.

This promotion is valid till 30 November 2024.

 

3. What is the difference between Seniors Go Digital Mobile plan and Mobile Access for Seniors Plan?

Seniors Go Digital mobile plans are offered by telecom operators to all seniors aged 60 and above, both Singaporeans and PR (subject to telco’s terms and conditions. There is no application process for Seniors Go Digital plans. These plans are offered at discounted rates and have features that help address seniors’ concerns. For more details, visit www.imda.gov.sg/seniorsgodigital.

Mobile Access for Seniors plans, which are subsidised by the government, will help lower-income seniors who want to go digital and enjoy mobile services, but cannot afford smartphone and mobile plan. For more details, visit www.imda.gov.sg/ma.

 

4. How to sign up for Seniors Go Digital Mobile Plan?

For regulatory purposes, we need proof of identification. You will need to bring the original ID (NRIC, Singapore Passport or NRIC replacement slip + a photo ID) when you sign up at any TPG's available outlets. We cannot accept ID documents in photocopy and digital formats.

Eligible seniors can sign up for a total of 4 Seniors Go Digital Mobile Plans.

 

5. Can I purchase smartphones together with the Seniors Go Digital Mobile Plan?

Customers can choose to purchase VoLTE-supported smartphones from TPG at the published rates. Note that different warranty applies for the different smartphone model.

 

6. Does TPG allow rollover data, calls, and SMS?

Unused data, calls, and SMS will not be rolled over to the following month.

 

7. Are international calls and SMS supported?

You can enjoy incoming international calls and SMS for free. Outgoing international calls are available from 1¢ per 30 seconds, and 10¢ per SMS for outgoing international SMS. For more information, please refer to www.tpgmobile.sg/IDD.

The plan comes with free 1GB of high-speed data roaming in selected countries as well. Excess roaming beyond the first 1GB will be charged at $3 per GB for these countries. Click here for more details.

 

8. How am I billed for my mobile service?

You can view your invoices via My Account or TPG SG App. Plan renewal will be billed on Day 26 (4 days before the end of the cycle). The deduction will be based on this order (where applicable):

1. Account Balance
2. Credit Card / Debit Card / GIRO


You will only have access to Basic Data Services and receive incoming calls and SMS if plan renewal is unsuccessful.

 

9. What is Basic Data Services?

Basic Data Services is FREE local data access for TPG subscribers. Subscriber with an active SIM Only Plan will enjoy the use of Free Data, speed capped at 192Kbps, when the Plan is suspended, pending plan renewal. Once the Plan is renewed, the subscriber will be able to enjoy full 4G speed data again.

 

10. Can I use the service for anything else other than what’s included in the plan?

You can only use the service for usage types that are included as part of the plan. Other usage types such as MMS, video calls and Premium Services are not supported.

For excess data, calls and SMS, you can access and top up your Account Balance by logging into My Account or via TPG website,  TPG SG App or at TPG Authorised Dealers. Excess charges will be deducted as follows:

  • Local data at $1 per GB
  • Local call at 1¢ per 30 seconds
  • Local SMS at 5¢ per SMS
  • IDD calls from 1¢ per 30 seconds
  • International SMS at 10¢ per SMS
  • Roaming data at $3 per GB

The rates listed above are subjected to changes. Top-ups are not refundable.

 

11. I am currently on TPG 50GB SIM Only Plan. I am eligible for the Seniors Go Digital Mobile Plan. Can I migrate over to the Seniors Go Digital Plan?

Unfortunately, at this moment, Seniors Go Digital Plan is only available for new sign-ups. If you are eligible for the Mobile Access for Seniors Plan and wish to sign up, please sign up as a new line with us.

 

 
 

 

 

Mobile Access for Seniors Plan

 

1.What is Mobile Access for Seniors Plan?

An initiative that supports the Seniors Go Digital programme. The scheme provides subsidised mobile plans and smartphones to lower-income seniors who want to go digital but cannot afford them.

The plan comes with 20GB of data at 4G speed, thereafter unlimited data throttled at 512Kbps. It also comes with 300 local fixed line minutes, unlimited mobile to mobile calls, unlimited SMS to TPG lines, 30 local SMS, 1GB roaming data to Malaysia, Indonesia, Thailand, Philippines, India, Japan, and Taiwan, free incoming calls, and caller ID.

Unlike most providers, our no lock-in mobile plan gives you more flexibility.

 

2. How much is the Mobile Access for Seniors Plan?

The plan is priced at $5 for 30 days. Activation is free.

IMDA's supported has been extended for 24 cycles.

 

3. What other subsidies am I entitled to under the Mobile Access for Seniors Plan?

Eligible seniors will get to enjoy free Mobile Security Service VAS (worth $3) every 30-day cycle. Customers who have subsidy vouchers from IMDA will pay the amount stated on the IMDA voucher.

 

4. What is the difference between Seniors Go Digital Mobile plan and Mobile Access for Seniors plan?

Mobile Access for Seniors plans, which are subsidised by the government, will help lower-income seniors who want to go digital and enjoy mobile services, but cannot afford smartphone and mobile plans. For more details, visit www.imda.gov.sg/ma.

The Seniors Go Digital mobile plans are offered by telecom operators to all seniors aged 60 and above, both Singaporeans and PR (subject to telco’s terms and conditions. There is no application process for Seniors Go Digital plans. These plans are offered at discounted rates and have features that help address seniors’ concerns. For more details, visit www.imda.gov.sg/seniorsgodigital.

 

5. How to sign up for Seniors Mobile Access Plan?

For regulatory purposes, we need proof of identification. You will need to bring the original ID (NRIC, Singapore Passport or NRIC replacement slip + a photo ID) when you sign up at one of TPG’s available outlets. We cannot accept ID documents in photocopy and digital formats.

Eligible seniors cannot sign up for more than 1 Mobile Access for Seniors Plan. Customer who signs up for 1 Mobile Access for Seniors Plan can still sign up for Seniors Go Digital Mobile Plan (3 max).

 

6. I am unable to/not interested to learn the digital skills listed under the Senior Go Digital Programme. Can I just proceed to redeem the mobile access plan since I meet the eligibility criteria?

Mobile Access package can only be redeemed after senior has attended IMDA’s Senior Go Digital – Learning programme to acquire at least one (1) basic digital skill.

 

7. Can I purchase smartphones together with the Mobile Access for Seniors Plan?

Customers can choose to purchase VoLTE-supported smartphones from TPG at the published rates. These smartphones can only be purchased with a subscribed Mobile Access for Seniors Plan. Note that different warranty applies for the different smartphone model. You will be entitled to discounts if you have a subsidy voucher from IMDA.

 

8. Can I exchange my IMDA redemption vouchers for cash instead?

Redemption vouchers are not exchangeable for cash.

 

9. Can I subscribe to Seniors Mobile Access Plan under someone else’s name instead?

Redemption voucher is not transferable.

 

10. I attended more than 1 basic digital skill training class. Can I receive multiple redemption vouchers?

Only one (1) redemption voucher per eligible senior. The same applies regardless the senior attend one or multiple training engagements.

 

11. I am qualified to receive the Mobile Access for Seniors scheme, but I do not need a mobile plan. Can I just redeem the smartphone?

No redemption of smartphones only. The smartphone can only be redeemed together with a mobile plan.

 

12. I am auto-qualified to receive the Mobile Access for Seniors Scheme, but I have a smartphone. Can I receive the mobile plan only?

You can sign up for just the Mobile Access for Seniors Plan without purchasing any smartphone. However, please take note that once you have used the redemption voucher, you cannot re-visit us to redeem the smartphone again. (i.e change from ‘mobile plan only’ to ‘smartphone bundled with mobile plan’).

 

13. Can I redeem Seniors Mobile Access Plan from Telco A and a smartphone from Telco B?

Each redemption voucher can only be used once. You must redeem the smartphone and mobile plan from the same telco.

 

14. I have already attended the Seniors Go Digital Programme. How do I redeem the subsidised smartphone and mobile plan?

If you have registered interest in the ‘Mobile Access for Seniors’ scheme with Digital Ambassador, IMDA will notify the outcome via mail. Instructions on how to redeem will be stated in the letter.

 

15. I am an undischarged bankrupt. Will I be able to redeem the Mobile Access package?

Prevailing telco policy will apply. Senior may contact IMDA to request assistance and state the preferred choice of telco. In consultation with participating telco, IMDA will assess the senior’s situation on a case-by-case basis.

 

16. Does TPG allow rollover data, calls, and SMS?

Unused data, calls, and SMS will not be rolled over to the following month.

 

17. Are international calls and SMS supported?

You can enjoy incoming international calls and SMS for free. Outgoing international calls are available from 1¢ per 30 seconds, and 10¢ per SMS for outgoing international SMS. For more information, please refer to www.tpgmobile.sg/IDD.

The plan comes with free 1GB of high-speed data roaming in selected countries as well. Excess roaming beyond the first 1GB will be charged at $3 per GB for these countries. Click here for more details.

 

18. How am I billed for my mobile service?

You can view your invoices via My Account or TPG SG App. Plan renewal will be billed on Day 26 (4 days before the end of the cycle). The deduction will be based on this order (where applicable):

1. Account Balance
2. Credit Card / Debit Card / GIRO


You will only have access to Basic Data Services and receive incoming calls and SMS if plan renewal is unsuccessful.

 

19. What is Basic Data Services?

Basic Data Services is FREE local data access for TPG subscribers. Subscriber with an active SIM Only Plan will enjoy the use of Free Data, speed capped at 192Kbps, when the Plan is suspended, pending plan renewal. Once the Plan is renewed, the subscriber will be able to enjoy full 4G speed data again.

 

20. Can I use the service for anything else other than what’s included in the plan?

You can only use the service for usage types that are included as part of the plan. Other usage types such as MMS, video calls and Premium Services are not supported.

For excess data, calls and SMS, you can access and top up your Account Balance by logging into My Account or via TPG website,  TPG SG App or at TPG Authorised Dealers. Excess charges will be deducted as follows:

  • Local data at $1 per GB
  • Local call at 1¢ per 30 seconds
  • Local SMS at 5¢ per SMS
  • IDD calls from 1¢ per 30 seconds
  • International SMS at 10¢ per SMS
  • Roaming data at $3 per GB

The rates listed above are subjected to changes. Top-ups are not refundable.

 

21. I am currently on TPG 50GB SIM Only Plan, but I am eligible for the Mobile Access for Seniors Plan. Can I migrate over to the Mobile Access for Seniors Plan?

Unfortunately, at this moment, Mobile Access for Seniors Plan is only available for new sign-ups. If you are eligible for the Mobile Access for Seniors Plan and wish to sign up, please sign up as a new line with us.

 

 
 

 

 

TPG 50GB Prepaid Plan (EXTRA 50GB: till 31 DEC 2021) 

 

1. What is TPG 50GB Prepaid Plan?

Our TPG 50GB Prepaid Plan is a 30-day prepaid 4G mobile service, which allows you to use your existing mobile phone on our mobile network.

The plan comes with 50GB local data, unlimited mobile to mobile calls, unlimited SMS to TPG lines, 300 local fixed line minutes, 30 local SMS, 1GB roaming data to Malaysia, Indonesia, Thailand, Philippines, India, Japan, and Taiwan, free incoming calls, and caller ID.

 

2. How much is the TPG 50GB SIM Only Plan?

The plan is priced at $10 for 30 days. Activation is free.

 

3. What are the eligibility requirements for the Plan?

You need to be 16 years old and above before you can sign up for the Prepaid Plan. Each ID document is only allowed to sign up for 3 prepaid SIM cards across all service providers as mandated by the authorities. The following identification is necessary for registration:
 

Type
ID Type
SG Citizen / PR NRIC
11B
NRIC Replacement Slip + a Photo ID
Singapore / Foreign Passport
Foreign Workers Work Permit
Employment Pass
Personalised Employment Pass
Diplomatic Pass
S Pass
Foreign Passport
Foreign Visitors Long Term Visit Pass
Dependent Pass
Student Pass
Foreign Passport

 

4. How do I activate my SIM Card?

Your TPG SIM Card will be activated automatically when you purchase the SIM Card.



5. Does TPG allow rollover data, calls, and SMS?

No, there is no rollover data, calls, and SMS to the following month.

 

6. Are international calls and SMS supported?

You can enjoy incoming international calls and SMS for free. Outgoing international calls are available from 1¢ per 30 seconds, and 10¢ per SMS for outgoing international SMS. For more information, please refer to www.tpgmobile.sg/IDD.

The plan comes with free 1GB of high-speed data roaming in selected countries as well. Excess roaming beyond the first 1GB will be charged at $3 per GB for these countries. Click here for more details.

 

7. How do I monitor my TPG 50GB Prepaid Plan usage?

You may monitor your usage and renew your plan through www.tpgmobile.sg/preaccount. Please access the link through your smartphone with your TPG prepaid SIM card insertedSMS notification will be sent to you 3 days before the expiry date or when your data usage is fully utilised.

 

8. Can I top up my TPG 50GB Prepaid Plan for additional call minutes or SMS before 30 days expiry?

You can renew your plan for another 30 days at just $10 on the 30th day or when you have fully utilised your entitled data. You can also go to www.tpgmobile.sg/preaccount through your mobile phone with the prepaid SIM card inserted to recharge your Account Balance for additional local call minutes, SMS, or IDD Calls.

 

9. What are the modes of payment?

To activate a new TPG prepaid SIM card, you can pay by cash or NETs QR. For subsequent payments of your Prepaid Plan, you can repurchase the TPG plan with VISA and Mastercard payment through www.tpgmobile.sg/preaccount. Access the link through your mobile phone with your prepaid SIM card inserted.

 

10. What happens if I did not renew my Prepaid Plan upon expiry?

You have 30 days grace period to renew your Prepaid Plan before we terminate the expired plan. During this grace period, you will continue to receive incoming calls and SMS. All data usage, outgoing calls, and SMS will be blocked. To renew your plan, please go to www.tpgmobile.sg/preaccount and click on 'Buy Plan'. 

 

11. What can I do with the Account Balance?

You can access your Account Balance through www.tpgmobile.sg/preaccount. You can recharge your Account Balance for additional local call minutes, SMS, or IDD Calls. If you have at least $10 in your Account Balance at the end of the 30-day cycle, we will automatically renew your Prepaid Plan through your Account Balance.

 
 

 

 

C. BILLING

 

1. Why was I charged more than once in one billing cycle?

This is due to backdated payment collection from your previous billing cycles. For example:

Picture1.png


If you activated your SIM card on 11 June 2020, please consider the Activation Date of your service and the number of 30-day cycles which have transpired since then. Based on the example screenshot above, it may seem like you had a duplicate charge in August, but you have been charged on your registration date of 11 June 2020, and two 30-day cycles after your activation date of 11 June 2020 (10 July 2020 and 9 August 2020). 

If you still require specific details, please send us an email to support@tpgmobile.sg

 

2. When will I be billed for my service?

4 days before the end of the 30-day cycle to facilitate the lead time for bank processing. Recurring renewal charges will be deducted from your existing payment method. We will send you a receipt to your email address once your payment is successful. 

As an illustration, here is an example of how your billing cycle will look like if you sign up for a TPG 50GB SIM Only Plan.
 

CaptureFAQ_0.JPG
 

  • If you sign up for TPG 50GB SIM Only Plan on 1 May 2020, you will be charged $10 upon registration
  • On 5 May 2020, you activate your SIM card. Your first billing cycle will start from 5 May 2020
  • On the 26th day from the Date of Activation (31 May 2020), we will charge you $10 for the next billing cycle
  • However, your next billing cycle starts only 30 days from the Date of Activation, which is June 2020

 

3. When will my data be reset after I have been successfully billed for my service?

Once your payment is successful, your data will be reset after your 30-day cycle has ended.

 

4. Can I view my history of invoices for all my subscription renewal charges?

You can by going to My Account and click on 'Invoicing'. There will be a list of invoices. Click on the 'download' button to view the invoices. The invoice will show the subscription charges you have successfully paid for the period stated inside.

Based on the sample invoice below, Alex's 30-day cycle ended on 20 September 2020. There was a successful payment of $10 for the TPG 50GB SIM Only Plan for the next cycle, between 20 September 2020 and 19 October 2020.

In the 'Payments Received' section, 17 September 2020 was the date where the recurring renewal charge was deducted from Alex's existing payment method (4 days before the end of his 30-day cycle).
 

Billing Enquiries (29 Sep 2020).jpg

 

5. My card details are updated, but TPG still sends me SMS to update my payment methods.

You are still receiving these messages because your payment deduction was not successful. It may be because of the following reasons:

  • Credit / Debit card was declined
  • Credit / Debit card has insufficient funds
  • Credit / Debit card has expired

If you require further clarifications, please send an email to support@tpgmobile.sg and we will get back to you at the earliest.

 

6. How am I billed for my mobile service?

You can view your invoices via My Account or TPG SG App. Plan renewal will be billed on Day 26 (4 days before the end of the cycle). The deduction will be based on this order (where applicable):

1. Account Balance
2. Credit Card / Debit Card / GIRO

You will only have access to Basic Data Services and receive incoming calls and SMS if plan renewal is unsuccessful.

 
 

 

 

D. PORT-IN

 

1. Can I port in my existing Postpaid Number to TPG?

Customers signing up for TPG 50GB SIM Only Plan, TPG 80GB SIM Only Plan, or Seniors Plan can port in their existing Postpaid mobile number to TPG. For the collection of SIM cards of ported numbers, please bring along the following items:

  • Your original NRIC
  • Your current Telco Bill

 

2. Can I port in my existing Prepaid Number to TPG?

You can sign up for TPG 50GB Prepaid plan and port in your existing Prepaid mobile number to TPG, as long as the total number of Prepaid SIM Cards registered with your ID document is within the limit mandated by the authorities. Please ensure that the personal details which you register with TPG match those of your previous provider to port in successfully.

To do a port-in, bring along the following supporting documents with you when you head down to the TPG outlet at Kaki Bukit and Orchard Central to purchase your Prepaid SIM:

  • Your current existing Prepaid Mobile Number
  • ICCID number with the current telco service provider
  • Your original ID document

 

3. Can I do a cross port-in to TPG?

Customers can only port in their existing Prepaid mobile number to TPG 50GB SIM only Plan. This function applies to TPG authorised dealers offering Prepaid Services only. You cannot port in your existing Postpaid number to TPG 50GB Prepaid Plan. You also cannot port in your existing corporate BRN mobile numbers to any TPG mobile plans. 

 

4. Things to take note of before porting into TPG

  • Check if you’re still in contract with your current telco. They may charge you an early termination fee when you port-out
  • Ensure that you have no outstanding bills and recurring GIRO or Credit Card bill payment arrangements with your current telco
  • Ensure that the personal details which you register with TPG match those of your previous provider
  • Do not cancel your mobile service with your current telco until the port-in to TPG is completed
  • We are not able to process port-in registration from Corporate BRN numbers
  • An activation fee of $30 is chargeable for port-out within 7 days of plan activation

 

5. How do I switch to TPG?

  • Go to www.tpgmobile.sg and click ‘Sign up now' at the bottom of the webpage
  • Sign up for an account with your personal details. Please ensure that your registered personal details match with your previous provider
  • In ‘Service Details’, choose the option ‘Postpaid Number Port-in’
  • Enter the details of your current telco and the Postpaid mobile number you wish to port-in
  • Complete the rest of the sign-up process

 

6. How to collect my TPG SIM card after submitting a request for Port-In?

After the successful completion of your registration, you will receive an order confirmation email from us. Go to any of our SIM pick-up locations personally within 30 days after your registration to collect your SIM card. You can authorise a proxy to pick up your SIM card on your behalf by completing and signing the authorisation letter. Your proxy must bring the following documents:

  • Original ID document of the appointed proxy (eg. NRIC/FIN/Passport etc.)
  • Original ID document of the account holder (eg. NRIC/FIN/Passport etc.)
  • Authorisation letter duly signed by the account holder
  • Current telco bill of the account holder (Hardcopy/E-copy is accepted)

Please note that during the collection of the SIM card by your proxy, our TPG Staff will make a phone call to your registered mobile number for verification purposes.

 

7. I already have an existing TPG number. Can I do a port-in to replace this existing TPG number?

Mobile number porting request is only available for new TPG sign-ups. 

 

8. How long will it take to activate the ported number? 

Typically it will take one working day for us to activate the ported number. You should be able to use your existing number on the TPG network the day after you collect your TPG SIM card. This activation timeframe is subject to approval from the original service provider. We will send you a confirmation email and SMS once the port-in is successful.

 

9. Will I experience any service disruption when I switch mobile service providers to TPG?

There might be some service disruption when your existing number is being switched over from your respective network to TPG network. This process involves deactivating your number in the old service provider's network and activating the same number on our network. TPG will minimise this disruption by performing the switchover during off-peak hours. 

 

10. What happens when porting fails?

We will send you an email notification if the porting fails, with reasons for rejection. You will need to re-submit the port-in request or contact your existing service provider for assistance, depending on your failed porting reason.

 

11. Do I need to cancel my existing mobile service with another service provider before the port request?

No. Only an active mobile number can be ported to TPG. Do not cancel your existing service, as it will be cancelled automatically once the new service under TPG network is activated.