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FREQUENTLY ASKED QUESTIONS

 

INDEX

A. GENERAL ENQUIRIES

B. PRODUCT ENQUIRIES

C. BILLING ENQUIRIES

D. PORT-IN ENQUIRIES

E. SERVICE TRIAL PLAN ENQUIRIES

 

 

A. GENERAL ENQUIRIES

 

1. How to request a change to my personal information on My Account?

To change your payment method, please log in to My Account. To request a change of any other personal information, such as your address or identification details, please fill in the Change of Personal Information Request Form and email it to support@tpgmobile.sg.

Your email request must be sent from the email address we have recorded in our system for your account. Please ensure your request includes 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.
  • Don’t forget to include a copy of your signed Change of Personal Information Request Form

 

2. How do I manually select the TPG network on my mobile handset?

Most handsets will select the correct network automatically when you insert a TPG SIM card into your handset. We recommend only performing these steps if you are having difficulties connecting to our network.

 

iPhone Devices

1.Press Settings

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2. Press Mobile Data

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3. Press Mobile Network

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4. To select network manually, press the indicator next to 'Automatic' until the function is deactivated.

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5. Select TPG from the list of available networks

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Android Devices

1. Slide your finger downards starting from the top of the screen.

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2. Press the Settings icon. 

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3. Press More. 

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4. Press Mobile Networks.

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5. Press Network operators and your phone will search for networks.

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6. Select TPG from the list of available networks. 

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3. How do I set up my APN Settings on my mobile handset?

When you insert your activated TPG SIM Card, is most cases your mobile device will automatically update with the required settings. Here are the basic handset settings in case you need to do this manually. The Access Point Name (APN) is an authentication setting your phone needs to set up a connection to the gateway between your carrier's cellular network and the public Internet. If your device does not have the correct APN setting of your current provider, an issue with Data will be encountered.
 

  • Name: TPG
  • APN: TPG
  • Leave everything else blank


For iPhones
https://www.youtube.com/watch?v=X9Z1yiJrTG0

For Samsung handsets
https://www.youtube.com/watch?v=NiIXxPtzbT0

For Xiaomi handsets
https://www.youtube.com/watch?v=QCNfRf1X1SE

 

4. How to pick up and activate my TPG SIM?

After you have signed up online, we'll send you a confirmation email after you have signed up. This email has a barcode that we will use to identify your application. Please bring this email with you when you pick up your SIM (printed or on your mobile device). Your registration is valid for 30 days.

When you pick-up your SIM from one of our locations, you will need to present the original ID document you supplied at signup. We cannot accept ID documents in photocopy and digital formats. The following ID documents are accepted:
 

Type
ID Type
Validity
SG Citizen / PR NRIC N/A
11B N/A
NRIC Replacement Slip + a Photo ID N/A
Singapore / Foreign Passport N/A
New SG Citizen / PR NRIC Collection Slip + a Photo ID N/A
Foreign Workers Work Permit Not less than six months
Employment Pass Not less than six months
Personalised Employment Pass Not less than six months
Diplomatic Pass Not less than six months
S Pass Not less than six months
Foreign Passport Not less than six months
Foreign Visitors Long Term Visit Pass Not less than six months
Dependent Pass Not less than six months
Student Pass Not less than six months
Foreign Passport Not less than six months

 

For Permanent Pass holders, please note that Permanent Passes must have a minimum validity period of six (6) months on the date of SIM card collection. 

A copy of your current billing address which matches the address you provided at signup.

The following documents are accepted as proof of billing address. All proof of billing address must be dated within three (3) months on the date of SIM card collection and indicating the residential address unless otherwise stated:
 

  • Utility bills in your name (e.g. home broadband, electricity, mobile phone)
  • Title Deed or Tenancy Agreement 
  • Current or Savings Bank Account Statements
  • Letters from School (signed by Principal)
  • Letters from Housing Development Board, Ministry of Manpower, Inland Revenue Authority of Singapore and Central Provident Fund. 
  • Letters from Company HR with Company stamp


We will then activate your SIM card and hand it to you on the spot. 

 

5. Where are the SIM pick-up locations?

Click here for more information.

 

6. Where can I sign up for TPG 50GB Prepaid Plan?

You can purchase personally from one of the following locations with your personal ID document.

 

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

Yes, you can authorize a proxy to pick up your SIM card on your behalf. Please complete and sign this authorisation form. Your proxy must bring this form together with their original NRIC and your original NRIC when picking up the SIM card. if you are signing for TPG 50GB Prepaid Plan, you have to purchase personally from our TPG outlet at Orchard Central with your personal ID document. 

 

8. I forgot my password to My Account. What do I do?

Visit TPG My Account. On the login page, click on the 'Forget Password' link and then enter your username or mobile number. Forgot both your username and mobile number? Contact our team at support@tpgmobile.sg from your registered email address. We'll send a password reset link to the nominated email address on your account. Click the link in this email to be routed to the password reset screen. Enter your details in all fields (Username, New Password and Confirm New Password) and then click Login. Once your new password is created, you can use it to log in to My Account. 

 

9. How to contact TPG Customer Service?

If you have a concern of are dissatisfied with our network quality or services, you may speak to any of our customer service staff deployed at any TPG outlets or you may write in your respective concerns to the following email addresses below:
 

 

10. What is TPG My Account?

With TPG My Account, you can access your mobile usages, recharge Account Balance, view your TPG profile, edit payment details and more.

 

11. What is Account Balance?

You can recharge your Account Balance via TPG My Account to do the following:
 

  • Make IDD calls from as low as $0.01 per 30 seconds
  • Pay for excess charges automatically to avoid service disruption
  • To purchase additional roaming data


You can recharge $10, $20, $50, $100 or $200 at any one time. Payment can be made via your existing credit card / debit card or you can enter new credit card / debit card details. 

 

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

  • For termination of the TPG 50GB SIM Only Plan or Seniors Plan, please fill up the Termination Request Form* here and send an email to service@tpgmobile.sg with the attached form. 
  • We will acknowledge your request within 2 business days and process it within 7 business days if there are no outstanding dues. 
  • In exceptional cases requiring more than 7 business days, we will advise on the timeframe and the reason(s) requiring more time.
  • We will not charge you for the next 30-day cycle if the termination request is submitted at least 7 business days before the renewal of the next 30-day cycle.


*Termination Request Form is not mandatory. We will service all termination requests via service@tpgmobile.sg after verification of request. We also have physical forms available at Orchard Central and Best Denki outlets for customers to complete and submit the forms to Customer Service Representatives onsite.

 
 

 

 

B. PRODUCT ENQUIRIES

 

TPG 50GB SIM Only Plan

 

1. What is TPG 50GB SIM Only Mobile plan?

Our TPG SIM only Mobile plan allows you to use your existing mobile phone on our mobile network. To get started, simply sign up online and then we will send you a confirmation email with instructions on how to pick up your TPG SIM card.

Unlike most providers, we don’t lock you into 12 or 24-month plans. Our plan has no lock-in contract which gives you more flexibility.

 

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

Our TPG 50GB SIM only mobile plan is priced at $10 (inclusive of GST) for 30 days. Activation is free.

 

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

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

 

4. Are international calls and SMS supported for the TPG 50GB SIM Only Mobile Plan?

You can enjoy incoming international calls and SMS for free. Outgoing international calls are available from $0.01 per 30 seconds, while outgoing international SMSs are available at $0.10 per SMS. Please refer to our International Call Rates and International SMS Rates for details.  
 

5. Can I port-in my existing Postpaid mobile number to TPG?

Yes! You can sign up for our '50GB SIM Only Plan' and port-in your existing Postpaid mobile number to TPG. Please ensure that your personal details which you register with TPG match those of your previous provider in order to port-in successfully. For more information on how to port your mobile number to TPG,  click here.

 

6. What are the eligibility requirements for the Plan?

For regulatory purposes, we will ask you to upload a proof of identification. You will need to bring the original ID which was uploaded during registration when you pick up the SIM card from our pick up location. We cannot accept ID documents in photocopy and digital formats.
 

Type
ID Type
Validity
SG Citizen / PR NRIC N/A
11B N/A
NRIC Replacement Slip + a Photo ID N/A
Singapore / Foreign Passport N/A
New SG Citizen / PR NRIC Collection Slip + a Photo ID N/A
Foreign Workers Work Permit Not less than six months
Employment Pass Not less than six months
Personalised Employment Pass Not less than six months
Diplomatic Pass Not less than six months
S Pass Not less than six months
Foreign Passport Not less than six months
Foreign Visitors Long Term Visit Pass Not less than six months
Dependent Pass Not less than six months
Student Pass Not less than six months
Foreign Passport Not less than six months

 

ID documents and Permanent Passes must have a minimum validity period of six (6) months on the date of SIM card collection.

 

7. Can someone else pick up the SIM card on my behalf?

Yes, you can authorise a proxy to pick up your SIM card on your behalf. Please complete and sign this authorisation form. Your proxy must bring this form together with their original NRIC and your original NRIC when picking up the SIM card.

 

8. How do I activate my SIM Card?

Your TPG SIM card will be activated automatically when you pick it up from one of our pick up locations.

 

9. How am I billed for my mobile service?

Recurring charges will be billed 4 days before the end of the 30 days cycle. You can view your monthly invoice in My Account. Payment options are Visa or Mastercard only. If there is no valid credit or debit card stored in My Account, your service will be suspended.



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. Any other usage types such as MMS are not supported. If you wish to go beyond your plan’s inclusion such as excess data, calls and SMS, you can access and top up your TPG Account Balance by logging in to My Account. Charges of extra minutes and SMS that will be deducted from the TPG Account Balance are as follows:
 

  • Local data above 50GB included in the plan at $1 per GB.  
  • Roaming data above 1GB included in the plan at $3 per GB. 
  • Calls to local lines above the 300 minutes included in the plan at $0.01 per 30 seconds block.
  • SMS to local mobiles above the 30 SMS included in the plan at $0.05 per SMS
     

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

 

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

There is no throttling of speed for the TPG 50GB SIM Only Plan. If you exhaust the 50GB of included data before the 30 days have ended, you can top up your TPG Account Balance on My Account to continue using data at excess data charges of $1 per GB.
 

12. How do I check my usage?

You can track your TPG Mobile usage by logging into My Account.
 

13. Can I use my TPG mobile overseas? (International Roaming)

You can enjoy free 1GB of high speed data roaming in the following countries: India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Excess roaming beyond the first 1GB will be charged at $3 per GB for these countries. For more info on TPG roaming services, click here.

 

14. I lost my phone and/or my SIM card

If you lose your phone or your SIM card, you can pick up your replacement SIM card with your Original ID from our outlet at Orchard Central. A $5 SIM replacement fee will be charged.

 

15. I am still on the service trial plan and the plan has not expired. Will the free trial period still be fulfilled?

Yes, we will fulfil the free trial period that you are currently in. We will send you an email 1 month before your plan expiry date to respond to us if you are interested in migrating to the TPG 50GB SIM Only Plan.  

 

16. What happens if my free service trial plan has already expired?

For customers whose service trial plan have already expired, we have sent an email to you with instructions on how to renew the plan with us.

 
 

 

Seniors Go Digital Mobile Plan

 

1. What is Seniors Go Digital Mobile Plan?

Seniors Go Digital Plan is a plan created specially for Singapore Citizens aged 60 and above, to support IMDA’s Seniors Go Digital Programme. It is a SIM-Only, no-contract plan at $5 for 30 days. $5 is a promotional price till 31 July 2021, after which it will be priced at $10 for 30 days.

The plan comes with 20GB of data at 4G speed, thereafter unlimited data throttled at 512Kbps.The plan also comes with 300 Local Call Minutes, 30 Local SMS, free Incoming Calls and Caller ID, as well as free 1GB of high speed data roaming in the following countries: India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. For more details on roaming services, click here.

Unlike most providers, we don’t lock you into 12 or 24-month plans. Our plan has no lock-in contract which gives you more flexibility.

 

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

As part of IMDA’s Seniors Go Digital Programme, TPG is offering both Seniors Go Digital and Mobile Access for Seniors Mobile Plans. Seniors Go Digital Mobile plan is for Singapore Citizens and Permanent Residents aged 60 and above, while Mobile Access for Seniors Plan is a scheme that provides subsidised smartphone and mobile plan to lower-income seniors who want to go digital, but cannot afford them. Subsidies are provided by IMDA based on criteria set by IMDA.

 

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

For regulatory purposes, we need a proof of identification. You will need to bring the original ID (NRIC, Singapore Passport or NRIC replacement slip + a photo ID) when you register at one of TPG’ available outlets. We cannot accept ID documents in photocopy and digital formats. The Seniors Go Digital Mobile Plan is eligible to Singapore Citizens and Permanent Residents aged 60 years old and above. Every eligible customer who signs up for 1 Mobile Access for Seniors Plan can sign up for another maximum 3 Seniors Go Digital Mobile Plan. Otherwise, customer can sign up for a total of 4 Seniors Go Digital Mobile Plans. Every eligible customer cannot sign up for more than 1 Mobile Access for Seniors plan.

 

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

Our Seniors Go Digital Mobile Plan is at a promotional price of $5 nett per 30 days, valid till 31 July 2021. After 31 July 2021, it will be at $10 nett per 30 days.

 

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

Seniors Go Digital Mobile Plan customers can choose to purchase VoLTE supported smartphones from TPG at the published rate. Smartphone warranty is given by phone manufacturers. You can purchase the smartphone together with the Seniors Go Digital Mobile Plan at the registration page here

 

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

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

 

7. Are international calls and SMS supported for the TPG Seniors Go Digital Mobile Plan?

You can enjoy incoming international calls and SMS for free. Outgoing international calls are available from $0.01 per 30 seconds, while outgoing international SMSs are available at $0.10 per SMS. Please refer to our International Call Rates and International SMS Rates for details at www.tpgmobile.sg.

 

8. Can I port-in my existing Postpaid mobile number to TPG?

Yes! You can sign up for our Seniors Go Digital Mobile Plan and port-in your existing Postpaid mobile number to TPG. Please ensure that your personal details which you register with TPG match those of your previous provider in order to port-in successfully. For more information on how to port in, click here.

 

9. Where can I sign up for Seniors Go Digital Mobile Plan?

You must sign up online and bring along your Order Confirmation email with your original ID to collect your SIM card at one of the SIM Pick-Up locations for Seniors Plans.   

 

10. Can someone else sign up and pick up the SIM card on my behalf?

Yes, you can authorise a proxy to sign up for your Seniors Go Digital Mobile Plan on your behalf. Please complete and sign this authorisation form. Your proxy must bring this form together with their original NRIC and your original NRIC when signing up for the Seniors Go Digital Plan at TPG Shop or Authorized Dealers.

 

11. How do I pay for my Seniors Go Digital Mobile Plan?

Seniors Go Digital Mobile Plan is on recurring $5 nett every 30 days. Customers can pay via Cash/NETs at TPG Shop or Authorized Dealers, or Visa / Mastercard via TPG Website.

 

12. 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. Any other usage types such as MMS are not supported. If you wish to go beyond your plan’s inclusion such as excess calls, SMS and IDD calls, you can access and top up your TPG Account Balance by logging in to My Account. Charges of extra minutes and SMS that will be deducted from the TPG Account Balance are as follows:
 

  • Local calls above the 300 minutes included in plan at $0.01 per 30 seconds and billed at 30 seconds increments.
  • Local SMS above the 30 SMS included in plan at $0.05 per SMS
  • Excess data roaming beyond the first 1GB will be charged at $3 per GB for selected countries
  • Outgoing International calls are available from $0.01 per 30 seconds
  • International SMSs are available at $0.10 per SMS
     

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

 

13. How do I check my usage?

You can also track your TPG Mobile usage by logging into My Account on the website.

 

14. I am still on the service trial plan and the plan has not expired. Will the free trial period still be fulfilled and can I migrate to the Seniors Go Digital Plan?

Yes, we will fulfil the free trial period that you are currently in. However, you are not able to migrate over to the Seniors Go Digital Plan at the moment. If you are eligible for the Seniors Go Digital Plan and wish to sign up, please sign up as a new line with us.

 

15. 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 Seniors Go Digital Plan and wish to sign up, please sign up as a new line with us.

 

16. How do I contact TPG Seniors Customer Service?

You can contact our TPG Seniors hotline at 6920 0000 if you have issues regarding TPG Seniors Plan. Hotline Operating hours: Monday - Friday (10am - 6pm) except Saturday, Sunday and Public Holidays. You can also send us an email at support@tpgmobile.sg.

 
 

 

Mobile Access for Seniors Plan

 

1.What is Mobile Access for Seniors Plan?

The Mobile Access for Seniors Plan is a scheme by IMDA that supports the Seniors Go Digital programme. It provides subsidised smartphone and mobile plan to lower-income seniors who want to go digital but cannot afford them. Mobile Access for Seniors Plan is a no-contract plan subsidised by IMDA. It is a SIM-Only, no-contract plan at $5 for 30 days. $5 is a promotional price till 31 July 2021, after which it will be priced at $10 for 30 days.

The plan comes with 20GB of data at 4G speed, thereafter unlimited data throttled at 512Kbps.The plan also comes with 300 Local Call Minutes, 30 Local SMS, free Incoming Calls and Caller ID, as well as free 1GB of high speed data roaming in the following countries: India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. For more details on roaming services, click here.

Unlike most providers, we don’t lock you into 12 or 24-month plans. Our plan has no lock-in contract which gives you more flexibility.

 

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

As part of IMDA’s Seniors Go Digital Programme, TPG is offering both Seniors Go Digital and Mobile Access for Seniors Mobile Plans. Seniors Go Digital Mobile plan is for Singapore Citizens and Permanent Residents aged 60 and above, while Mobile Access for Seniors Plan is a scheme that provides subsidised smartphone and mobile plan to lower-income seniors who want to go digital, but cannot afford them. Mobile Access for Seniors Plan is for Singapore Citizens aged 60 and above. Subsidies are provided by IMDA based on criteria set by IMDA.

 

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

For regulatory purposes, we need a proof of identification. You will need to bring the original ID (NRIC, Singapore Passport or NRIC replacement slip + a photo ID) when you register at one of TPG’ available outlets. We cannot accept ID documents in photocopy and digital formats. The Seniors Mobile Access Plan is eligible to Singapore Citizens aged 60 years old and above who meet the criteria listed by IMDA. For full eligibility details, please visit IMDA’s website. Every eligible customer who signs up for 1 Mobile Access for Seniors Plan can sign up for another maximum 3 Seniors Go Digital Mobile Plan. Every eligible customer cannot sign up for more than 1 Mobile Access for Seniors Plan.

 

4. How much is the Seniors Mobile Access Plan?

Our Seniors Mobile Access Plan is at a promotional price of $5 nett every 30 days, valid till 31 July 2021. After 31 July 2021, it will be at $10 nett every 30 days.

 

5. 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 days till 31 July 2021. Customers who have subsidy vouchers from IMDA will pay the amount stated on IMDA voucher.

 

6. 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 rate. These smartphones can only be purchased with sign-up of a Mobile Access for Seniors Plan. Smartphone warranty is given by phone manufacturers. You will be entitled for discounts if you have a subsidy voucher from IMDA. You can purchase the smartphone together with the Mobile Access for Seniors Plan at the registration page here.

 

7. I am not interested to learn the digital skills listed under Senior Go Digital Programme. Can I just proceed to redeem my smartphone and mobile plan since I meet the eligibility criteria?

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

 

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

Redemption vouchers are not exchangeable for cash.

 

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

Redemption voucher is not transferable.

 

10. I am auto-qualified to receive the Mobile Access for Seniors scheme. But I do not need a mobile plan. Can I just redeem my smartphone?

No, smartphone must be redeemed together with the mobile plan subscribed.

 

11. I am auto-qualified to receive the Mobile Access for Seniors Scheme. I have my own smartphone. Can I receive mobile plan only?

Yes, 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’)

 

12. Can I redeem Seniors Mobile Access Plan from Telco A, and smartphone from Telco B?

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

 

13. 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.

 

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

Only 1 redemption voucher is allowed per eligible senior. The same applies regardless of the number of basic digital skill training classes attended by the senior.

 

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

You may contact IMDA to request for assistance, and state the preferred choice of telco. In consultation with participating telco, IMDA will assess your situation on a case-by-case basis.

 

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

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

 

17. Are international calls and SMS supported for the TPG Seniors Mobile Plan?

You can enjoy incoming international calls and SMS for free. Outgoing international calls are available from $0.01 per 30 seconds, while outgoing international SMSs are available at $0.10 per SMS. Please refer to our International Call Rates and International SMS Rates for details at www.tpgmobile.sg.

 

18. Can I port-in my existing Postpaid mobile number to TPG?

Yes! You can sign up for our Mobile Access for Seniors Plan and port-in your existing Postpaid mobile number to TPG. Please ensure that your personal details which you register with TPG match those of your previous provider in order to port-in successfully. For more information on how to port in, click here.  

 

19. Where can I sign up for Mobile Access for Seniors Plan?

You can sign up online and bring along your Order Confirmation email with your original ID to collect your SIM card at one of the SIM Pick-Up locations for Seniors Plans. You can also head down and walk-in to one of our distribution outlets listed here and sign up on the spot.   

 

20. Can someone else pick up the SIM card on my behalf?

Yes, you can authorise a proxy to pick up your SIM card on your behalf. Please complete and sign this authorisation form. Your proxy must bring this form together with their original NRIC and your original NRIC when picking up the SIM card.

 

21. How do I pay for my Mobile Access for Seniors Plan?

Mobile Access of Seniors Plan is on recurring $5 nett every 30 days. Customers can pay via cash/NETs at TPG Shop or Authorised Dealers, or Visa/Mastercard via TPG website.

 

22. 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. Any other usage types such as MMS are not supported. If you wish to go beyond your plan’s inclusion such as excess calls, SMS and IDD calls, you can access and top up your TPG Account Balance by logging in to My Account. Charges of extra minutes and SMS that will be deducted from the TPG Account Balance are as follows:
 

  • Local calls above the 300 minutes included in plan at $0.01 per 30 seconds and billed at 30 seconds increments.
  • Local SMS above the 30 SMS included in plan at $0.05 per SMS
  • Excess data roaming beyond the first 1GB will be charged at $3 per GB for selected countries
  • Outgoing International calls are available from $0.01 per 30 seconds
  • International SMSs are available at $0.10 per SMS
     

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

 

23. How do I check my usage?

You can also track your TPG Mobile usage by logging into My Account on the website.

 

24. I am still on the service trial plan and the plan has not expired. Will the free trial period still be fulfilled and can I migrate to the Mobile Access for Seniors Plan?

Yes, we will fulfil the free trial period that you are currently in. However, you are not able to migrate over to the Mobile Access for Seniors Plan at the moment. 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.

 

25. I am currently on TPG 50GB SIM Only Plan. 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.

 

26. How do I contact TPG Customer Service?

You can contact our TPG Seniors hotline at 6920 0000 if you have issues regarding TPG Seniors Plan. Hotline Operating hours: Monday - Friday (10am - 6pm) except Saturday, Sunday and Public Holidays. You can also send us an email at support@tpgmobile.sg.

 
 

 

TPG 50GB Prepaid Plan

 

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 is priced at $10 per 30 days. Activation is free. The plan comes with 50GB of data at 4G speeds. The plan also comes with 300 Local Call Minutes, 30 Local SMS, free Incoming Calls and Caller ID, as well as free 1GB of high-speed data roaming in the following countries: India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. For more details on roaming services, click here.

To get started, simply head down to our TPG outlet at Orchard Central to purchase our TPG 50GB Prepaid SIM Card.

 

2.What are the eligibility requirements for the Plan?

In order to purchase and activate TPG 50GB Prepaid Plan, you need to be 16 years old and above before you register the Prepaid SIM Card.

Each ID document is allowed to register up to 3 Prepaid SIM cards across all service providers as mandated by the authorities.

The following identification are 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

 

3. Can someone else pick up the SIM card on my behalf?

No, you have to purchase personally from our TPG outlet at Orchard Central with your personal ID document.

 

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 for the TPG 50GB SIM Prepaid Plan?

Outgoing international calls and SMS are supported for TPG 50GB Prepaid Plan. Incoming international calls and SMS are free.

 

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

You may monitor your usage and renew your plan through https://www.tpgmobile.sg/preaccount. Please access the link through your smartphone with your TPG prepaid SIM card slotted inAn SMS notification will be sent to you 3 days before 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 50GB Prepaid Plan for another 30 days at just $10 at Day 30 or when you have fully utilised your 50GB data. You can also go to https://www.tpgmobile.sg/preaccount through your mobile phone with 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 SIM Plan, you can repurchase the TPG plan with VISA and Mastercard payment through https://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 https://www.tpgmobile.sg/preaccount and click on 'Buy Plan'. 

 

11.Can I port-in my existing Prepaid Mobile number to TPG?

Yes! 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 your personal details which you register with TPG match those of your previous provider in order to port-in successfully. To do a port-in, bring along the following supporting documents with you when you head down to TPG outlet at Orchard Central to purchase your Prepaid SIM:
 

  • Your current existing Prepaid Mobile Number from another telco service provider
  • Your original ID document

 

12. I lost my phone and/or my SIM card

If you lose your phone or your SIM card, you can pick up your replacement SIM card with your original ID from our outlet at Orchard Central. A $5 SIM replacement fee will be charged.

13. What can I do with Account Balance?

You can access your Account Balance through https://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 ENQUIRIES

 

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 either TPG 50GB SIM Only Plan or who have migrated from the service trial plan to TPG 50GB SIM Only Plan.

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 actually 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?

Recurring renewal charges will be deducted from your existing payment method, 4 days before the end of the 30 days cycle to facilitate the lead time for bank processing. 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 registered for a TPG 50GB SIM Only Plan or Seniors Plan on 1 January 2020:
 

CaptureFAQ_0.JPG
 

  • If you register 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 days cycle has ended.

 

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

Yes you can. Go to My Account and click on 'Invoicing'. There will be a list of history 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 30-day period between 20 September 2020 and 19 October 2020.

In the 'Payments Received' section, 17 September 2020 was the date where 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 in an email to support@tpgmobile.sg and we will get back to you at the earliest.

 

6. What happens when I do not have a valid payment method (no valid credit / debit card) stored in My Account?

If there is no valid credit or debit card stored in My Account, your service will be suspended for 21 days, and terminated thereafter. During the 21 days of suspension, you will still be able to receive incoming calls and SMS.

 
 

 

 

D. PORT-IN ENQUIRIES

 

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

Yes, customers signing up for 50GB SIM Only Plans or Seniors Plans can port-in their existing Postpaid mobile number to TPG. 

 

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

Yes! 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 your personal details which you register with TPG match those of your previous provider in order to port-in successfully. To do a port-in, bring along the following supporting documents with you when you head down to TPG outlet at Orchard Central to purchase your Prepaid SIM:
 

  • Your current existing Prepaid Mobile Number from another telco service provider
  • Your original ID document

 

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

You cannot port-in your existing Prepaid Number to TPG 50GB SIM Only Plan or Seniors Plan, or 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 before porting in to 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 arrangement with your current telco.
  • Ensure that your 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 Prepaid mobile numbers and Corporate BRN numbers.

 

5. How do I switch to TPG?

Go to www.tpgmobile.sg and click ‘Sign up now’ at the bottom of the webpage. Register an account with your personal details. Please ensure that your personal details that you register with TPG match those of 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 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. For the collection of SIM cards of ported numbers, you can authorise a proxy to pick up your SIM card on your behalf by completing and signing an authorisation form. 

Your proxy must bring the following when picking up the SIM card:
 

  •     Authorisation form signed by you
  •     Your original NRIC
  •     Your proxy's original NRIC
  •     Your current Telco Bill
     

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?

No, Mobile Number Porting request is available only 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 provider 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. 

 
 

 

 

E. SERVICE TRIAL PLAN ENQUIRIES

 

1. My free service trial plan will be expiring soon. What do I have to do to migrate to the TPG 50GB SIM Only Plan?

Please go to My Account > Mobile Management > Plan Renew then choose the option ‘I would like to migrate to TPG 50GB SIM Only Plan after my service trial plan has expired’. Alternatively, when your service trial plan is expiring soon, we will send you an SMS to invite you to migrate to the TPG 50GB SIM Only Plan. You just have to reply 'Y' to the SMS and we will proceed to migrate you to the SIM Only Plan after your service trial plan expires.

 

2. Will I be charged immediately if I choose the option to migrate to the TPG 50GB SIM Only Plan?

We will not charge you immediately. Your subscription charge will start only 4 days before the migration to the TPG 50GB SIM Only Plan and an e- invoice will be generated.

 

3. My free service trial plan will be expiring soon. What do I have to do & will I be charged if I want to terminate the plan?

You may continue to use the service until the end of the trial period, thereafter, your TPG services will be automatically cancelled without any additional charges.

 

4. I am still able to use my TPG service trial plan SIM card even though it has expired.

We are terminating the TPG service trial plans in batches and it may take some time before your plan gets terminated. Please be assured that we will not charge you for any mobile usages beyond your expiry date. 

 

5. What happens if I wish to migrate my service trial plan to the TPG 50GB SIM Only Plan but I have forgotten my username, password or both?

Visit TPG My Account. On the login page, click on the 'Forget Password' link and then enter your username or mobile number. Forgot both your username and mobile number? Contact our team at support@tpgmobile.sg from your registered email address. We'll send a password reset link to the nominated email address on your account. Click the link in this email to be routed to the password reset screen. Enter your details in all fields (Username, New Password and Confirm New Password) and then click Login. Once your new password is created, you can use it to log in to My Account. 

 

6. Will I be given a new SIM card & Mobile number when I migrate to the TPG 50GB SIM Only Plan?

No, you can continue to use your current SIM Card and mobile number after we have successfully migrated you over to the TPG 50GB SIM Only Plan.

 

7. Will I be able to select a new number when I migrate to the TPG 50GB SIM Only Plan?

You will not be able to select a new number when you migrate to the TPG 50GB SIM Only Plan. You will continue using the same mobile number as your service trial plan.

 

8. Will I be able to transfer the ownership to another person when I migrate to the TPG 50GB SIM Only Plan?

No, you will not be able to transfer the ownership to another person when you migrate the plan.

 

9. I want to migrate at the end of the trial service but I accidentally selected “Cancel”.

Please send an email to support@tpgmobile.sg for our Support Team to assist you.

 

10. I want to cancel at the end of the trial service but I accidentally selected “Migrate to the new plan”.  

Please send an email to support@tpgmobile.sg for our Support Team to assist you.