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Frequently Asked Questions

SafeDevice

  • Maxis SafeDevice is a device protection program that provides protection against certain types of damage that aren’t protected by the manufacturer’s warranty (e.g. stolen, attended theft, and accidental liquid or physical damage).

  • Maxis SafeDevice covers 4 types of risk:

    1. Attended Theft
    2. Accidental damage
    3. Mechanical & electrical malfunction
    4. Unauthorized usage up to RM500
  • You may subscribe to Maxis SafeDevice at:

    1. Maxis center (upon purchasing your device) and
    2. Call us (not more than 10 days after purchasing your new device).
  • You can call our SafeDevice support team directly at 1800-88-6888. Our friendly support team will guide you through the quick and easy process.

  • No. This service doesn't comes along with a contract.

  • Anyone who meet the following criteria can sign up Maxis SafeDevice.

    1. Existing Maxis postpaid customer;
    2. Subscribe to the protection within 10 days of new device purchased from Maxis; and
    3. Your device must not be lost or stolen and must be in good working condition when you subscribe the protection plan.

    *Apple Watch on Zerolution, free devices or device without device contracts are not eligible for Maxis SafeDevice subscription.

  • You may terminate your SafeDevice subscription at:

    • Maxis Self Serve; select your service with SafeDevice subscription, select Services and click on Add/Remove Services.
    • Call us.

    Your phone is no longer under the SafeDevice protection programme once you have terminated your subscription.

  • Your phone is no longer under the SafeDevice protection programme once you have terminated your subscription.

  • No. You cannot reactivate SafeDevice once it is terminated.

  • Here are the processes:
    Attended theft

    1. File a lost within 48 hours by calling in to Maxis Safe Device hotline at 1800-88-6888 or email to mdpenquiries@Brightstar.com with the following details:
      1. Full Name:
      2. Registered phone number:
      3. Phone Model:
      4. A copy of police report as proof
    2. If theft occurs in overseas, you are required to submit a copy of police report and a copy of your passport evidencing that you were overseas, within 48 hours upon returning to Malaysia.

    Helpful tips for stolen phone.

    Damaged device

    1. File a lost within 48 hours by calling in to Maxis Safe Device hotline at 1800-88-6888 or email to mdpenquiries@Brightstar.com with the following details:
      1. Full Name:
      2. Registered phone number:
      3. Phone Model:
    2. Once your service request has been approved, you are required to hand in your damaged device upon receiving your replacement device.
  • Your SafeDevice subscription is tied to the IMEI of your phone, therefore it is important to have your phone IMEI updated should you have done any replacement with the manufacturer.
    Please keep a copy of the Manufacturer Work Order sheet as a proof of device replacement with you and as soon as your device is replaced, please call us or visit to your nearest Maxis Centre to update us on your latest IMEI.

Insure your device with Maxis Safe Device

The FAQ’s are meant for clarification purposes only. The FAQ’s may be modified from time to time. Please refer Terms of Use and Terms & Conditions of the products and/or services for more information.

Need to get in touch with us?

Find answers from our FAQ or contact Maxis Customer Service via these channels