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FREQUENTLY ASKED QUESTIONS

 

INDEX

A. GENERAL ENQUIRIES

B. PRODUCT ENQUIRIES

C. BILLING ENQUIRIES

D. PORT-IN ENQUIRIES

E. TPG SG APP

 

 

A. GENERAL ENQUIRIES

 

1. 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.

 

2. 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. 

 

3. 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

 

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

Please login to My Account. 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.

 

 
 

 

 

SIM PICK UP AND ACTIVATION

 

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

Click here for more information.

 

2. 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 the respective authorisation form (general) / authorisation form (port-in). 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 Service Centre with your personal ID document.

 

3. 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 here. A $5 SIM replacement fee will be charged.

 

 
 

 

 

TPG SERVICES

 

1. 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:

 

2. 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. 
  • 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 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 TPG Service Centre 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 (EXTRA 50GB: 10 APR - 11 JUL) 

 

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

TPG 50GB SIM Only Plan for 30 days, which allows you to use your existing mobile phone on our 4G mobile network.

You will get a bundle of 50GB local data, 300 minutes Local Outgoing Call, 30 Local SMS, 1GB Roaming Data to Malaysia, Indonesia, Thailand, Philippines, India, Japan and Taiwan, Free Incoming Calls and Caller ID. (EXTRA 50GB: 10 APR - 11 JUL) 

Unlike most providers, we do not lock you into 12 or 24-month contracts. Our no lock-in mobile plan gives you more flexibility.

 

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

The Plan is priced at $10 (inclusive of GST), every 30-day cycle. Activation is free.

 

3. 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
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?

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

 

5. 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.  

 

6. 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.



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

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

 

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

There is no throttling of speed. If you exhaust the entitled 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.
 

 
 

 

TPG 80GB SIM Only Plan (EXTRA 50GB: 10 APR - 11 JUL) 

 

1. What is TPG 80GB SIM Only Plan?

TPG 80GB SIM Only Plan for 30 days, which allows you to use your existing mobile phone on our 4G mobile network.

You will get a bundle of 80GB local data, 500 minutes Local Outgoing Call, 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. (EXTRA 50GB: 10 APR - 11 JUL) 

Unlike most providers, we do not lock you into 12 or 24-month contracts. 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 (inclusive of GST), every 30-day cycle. Activation is free.

 

3. 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
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?

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

 

5. Are international calls and SMS supported for the TPG 80GB SIM Only Mobile Plan?

The Plan comes with Free 300 minutes of IDD to 21 countries within Asia, Europe and North America. Click here for 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 details, please refer to www.tpgmobile.sg/IDD.

Outgoing international SMS is available at 1¢ 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. For more info on TPG roaming services, click here.

 

6. How am I billed for my mobile service?

You have payment options as follow:

  • Visa/Mastercard via TPG Online or TPG SG App
  • Top up via cash into your TPG mobile main wallet

Recurring charges will be billed 4 days before the end of 30-day cycle. Upon successful payment, your plan will be renewed for another 30 days after the previous 30-day cycle expires. You can view your monthly invoice in My Account. If payment is not successful, your service will be suspended.

 

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

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

 

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

There is no throttling of speed. If you exhaust the entitled 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.

 

 
 

 

 

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. 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.

 

9. 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 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

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

 

10. 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.

 

 
 

 

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. 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.

 

19. 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 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

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

 

20. 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.

 
 

 

TPG 50GB Prepaid Plan (EXTRA 50GB: 10 APR - 11 JUL) 

 

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.

You will get a bundle of 50GB local data, 300 Local Call Minutes, 30 Local SMS, Free Incoming Calls, Free Caller ID, and 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. (EXTRA 50GB: 10 APR - 11 JUL) 

 

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

The Plan is priced at $10 (inclusive of GST), every 30-day cycle. Activation is free.

 

2.What are the eligibility requirements for the 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. How do I activate my SIM Card?

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



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

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

 

5. 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.

 

6.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 plan for another 30 days at just $10 at Day 30 or when you have fully utilised your entitled 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'. 

 

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 TPG 50GB SIM Only Plan, TPG 80GB SIM Only Plan or Seniors Plan can port-in their existing Postpaid mobile number to TPG. For more information on how to port your mobile number to TPG,  click here.

 

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, TPG 80GB 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 the respective authorisation form (general) / authorisation form (port-in).

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. TPG SG APP

 

1. What is TPG SG App?

TPG SG App is a free mobile application for all TPG customers to check on mobile usages, bills, as well as to renew mobile plans or recharge Account Balance. 

 

2. What are the platforms that support TPG SG App? 

You can download from the following platforms:

 

3. How can I login to use TPG SG App?

To view your individual TPG service information, you can login via one-time password (OTP) using your TPG mobile number. 

 

4. Who can view My Account functions on TPG SG App? 

Only for existing 50GB SIM Only Plan, 80GB SIM Only Plan or Seniors Plan customers.

For existing 50GB Prepaid customers, you cannot view My Account functions on TPG SG App. If you wish to view your mobile usages, please go to www.tpgmobile.sg/preaccount through your mobile phone. 

 

5. What can I view on My Dashboard?

My Dashboard will show a summary of all your mobile usages used for the mobile plan that you have subscribed to with TPG. My Dashboard will also show your remaining credits left in your Account Balance.

You can also recharge your Account Balance or renew your plan (when required) from My Dashboard.

 

6. Can I update my information in Profile?

Yes, you can only update your email address in your Profile. If you wish to update your name or contact number, please contact support@tpgmobile.sg for assistance. 

 

7. What is 'Billing' function?

You can do an Account Balance recharge or view your past and current billing payments for your mobile plan. 

 

8. What is 'Inbox' function?

'Inbox' will show all your latest notifications, including SMS, and emails that TPG has sent you. Examples of notifications that TPG will send include: 

  • successful payment
  • payment failures
  • request for a password reset
  • confirmation of recharge of the Account Balance

 

9. What is 'Usage' function?

'Usage' will show your mobile usages, including Data, SMS and call minutes.