Why can’t I sign up for a new plan due to a previous account issue?

For legal notices (Letter of Demand): Contact the law firm listed in the letter directly. For debt collector inquiries: Reach out to them for clarification. To verify details or resolve concerns: Call our team at 1800 82 0046 for assistance.

Need help with a past account balance?

For legal notices (Letter of Demand): Contact the law firm listed in the letter directly. For debt collector inquiries: Reach out to them for clarification. To verify details or resolve concerns: Call our team at 1800 82 0046 for assistance.

I checked my CTOS report and found a Deactivated/Outstanding account. What does this mean?

For legal notices (Letter of Demand): Contact the law firm listed in the letter directly. For debt collector inquiries: Reach out to them for clarification. To verify details or resolve concerns: Call our team at 1800 82 0046 for assistance.

Why does my CTOS report show a past unresolved account?

This indicates a previous service or credit account (e.g., with Maxis) had unresolved payments that were closed due to prolonged non-payment. While no longer active, it remains on your credit history. To resolve this: Contact our team at 1800 82 0046 or email to confirm details and settle any balance. Check CTOS again: After resolution, request an updated report to reflect your cleared status.

How does this affect me?

A past unresolved account on your CTOS report may: Impact your credit score, affecting loan or service approvals. Delay eligibility for new telco plans or devices.

I’ve received a debt collection notice. What should I do?

For legal notices (Letter of Demand): Contact the law firm listed in the letter directly. For debt collector inquiries: Reach out to them for clarification. To verify details or resolve concerns: Call our team at 1800 82 0046 for assistance.

Frequently Asked Questions

Deactivated/Outstanding Account

1. What is barring due related accounts?

Your service may be temporarily disrupted if another account owned by your has overdue payments.

To restore your services, just settle the overdue balance in all your accounts on Maxis app.

2. Purchase of a New Service/Plan and Deactivated/Outstanding Accounts:

To ensure a smooth application, we’ll need a quick resolution for any outstanding balance linked to your past Maxis accounts. Here’s how to proceed:

Clear your balance: Settle the amount via MyMaxis or at any Maxis Centre.

Apply for your new plan: Once resolved, your application will be processed immediately!

3. Enquiries on Deactivated/Outstanding Amount and Settlement Arrangements:

For information regarding your previous account's outstanding balance or details, please contact Maxis Recovery at 1800 82 0046. Our team will assist you with the necessary information and settlement options.

We’re here to help resolve any outstanding amounts quickly and fairly!
Contact our support team at 1800 82 0046 or email: recovery@maxis.com.my
Our team will discuss with you on possible payment options to suit your needs. Once settled, you’ll be eligible to enjoy new Maxis services immediately!

4. Customer Check in CTOS and Deactivated/Outstanding Account:

If your CTOS (Credit Tip-Off Service) report shows a Deactivated/Outstanding account, it means that there was a past service or credit account (possibly with Maxis or another provider) that:

Had outstanding payments that remained unpaid for a long period.

Was eventually written off due to non-payment.

Even though it’s no longer actively billed, the record still reflects in your credit history as unsettled debt.
This indicates a previous service or credit account (e.g., with Maxis) had unresolved payments that were closed due to prolonged non-payment. While no longer active, it remains on your credit history.

To resolve this:

Contact our team at 1800 82 0046 or email to confirm details and settle any balance.

Check CTOS again: After resolution, request an updated report to reflect your cleared status.
A past unresolved account on your CTOS report may:

Impact your credit score, affecting loan or service approvals.

Delay eligibility for new telco plans or devices.
Review your CTOS report to confirm the account details. If linked to Maxis, call us at 1800 82 0046 or email: recovery@maxis.com.my;
Our team will clarify the balance and work with you on a payment plan or full settlement.

Note: Resolving this promptly improves your credit health and service eligibility.

5. Customers Receiving LOD/3rd Party Debt Collectors Notifications:

For legal notices (Letter of Demand): Contact the law firm listed in the letter directly.
For debt collector inquiries: Reach out to them for clarification.
To verify details or resolve concerns: Call our team at 1800 82 0046 for assistance.

6. How do I get a debt clearance letter after settling my balance?

You may call us 1800 82 0046 and submit one of the following documents to support your request:

A letter or email from the bank requesting a clearance letter for a loan application.
The first page of a bank-related application
Documentation from a legal entity or lawyer specifying the requirement for a release letter.
Any official communication that specifies the need for a release letter.

Looking for the right Postpaid plan?

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.