Frequently Asked Questions
Pay Old Account — Frequently Asked Questions
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Pay Old Account is an online service that lets you check and pay outstanding balances on your old Maxis mobile, Maxis Fibre and Hotlink Postpaid accounts that are no longer active.
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Customers with old Maxis mobile, Maxis Fibre or Hotlink Postpaid accounts registered in their own name can use this service.
Accounts registered under a company’s name are not supported.
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You can access it through:
- The Support section on the Maxis website
- The Maxis app
- The Maxis Care Portal
- The Hotlink Self Serve Portal
- Access through the Hotlink app - coming soon.
Access through the Hotlink app is coming soon. -
You will need to provide your identification ID (NRIC, Passport, Army/Police ID and Others) number and must complete identity verification before viewing your account details.
If you access the service through the Maxis website, you will also need an active mobile number to receive a verification code.
An email address is required when making payment so we can send you a receipt.
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We use your ID number to find old accounts registered under your name. Identity verification is required before we display your account details and outstanding balances.
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If you use the Maxis website, we will send a Transaction Authorisation Code (TAC) to the mobile number you provide. Enter this code to continue.
If you access the service through the Maxis app, Maxis Care Portal, Hotlink app or Hotlink Self-Serve Portal while logged in, an additional TAC is not required.
You must still complete identity verification through every channel before viewing your account details.
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The service will check for old accounts with outstanding balances under your ID number.
If any are found, you will be guided through identity verification before viewing the account details.
If none are found, a message will confirm that no outstanding balances were found on your old accounts.
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To protect your privacy, we require identity verification before displaying your old account details and outstanding balances, even if you are already logged in.
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Follow the on-screen instructions to:
- Verify your identification ID.
- Complete facial verification.
Once verification is successful, you can view your old accounts and outstanding balances. -
Please contact our Collections team for help using the contact details in Question 25.
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You can view all deactivated Maxis mobile, Maxis Fibre and Hotlink Postpaid accounts registered under your ID number that have an outstanding balance.
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You can view:
- Account number
- Account status
- Deactivation date
- Outstanding amount
- Legal administrative fees, if applicable
- Late payment charges, if applicable
- Total outstanding balance
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No outstanding balances were found on deactivated accounts under the ID number you entered.
If you believe you still have an unpaid balance on an old account, please contact our Collections team.
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A legal administrative fee may apply if your account has been referred to a law firm appointed by Maxis to recover the unpaid balance.
Please contact our Collections team if you need clarification about a fee shown on your account.
Click here for guidance on related-account barring, debt collection notices and debt clearance letters
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These are additional charges for an overdue balance. Where applicable, they may continue to be added until the outstanding balance is fully paid.
Please contact our Collections team if you need clarification about these charges.
Click here for guidance on related-account barring, debt collection notices and debt clearance letters
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Please contact our Collections team so we can review your concern and explain the amount shown.
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Select the account you want to pay, choose Pay Now and follow the on-screen instructions.
You can pay using:
- Credit or debit card
- Online banking
- e-wallet
You must provide an email address to receive your payment receipt. -
Yes. You can pay the full outstanding balance or make a partial payment towards the selected account.
If you make a partial payment, the remaining balance will still need to be paid. Late payment charges may continue to apply.
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Yes. You can pay multiple accounts during the same session, but you will need to select and pay each account separately.
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Yes. After a successful payment, a receipt will be sent to the email address you provide during payment.
Please check that your email address is correct before proceeding.
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Your payment will be reflected in the outstanding balance within 24 hours after successful payment.
If it is still not reflected after 24 hours, please contact our Collections team with your payment details.
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The CTOS listing related to your old Maxis account will be removed within one hour after successful payment of the full outstanding balance. Partial payment will not remove the listing.
Your balance in Pay Old Account may take up to 24 hours to update.
If the listing is still showing after one hour, please contact our Collections team with your payment details.
Click here for guidance on related-account barring, debt collection notices and debt clearance letters
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Paying your outstanding balance will not reactivate your old service.
Once the balance is fully settled, you can apply for new Maxis services, subject to a credit eligibility check.
Click here for guidance on related-account barring, debt collection notices and debt clearance letters
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Yes. Please contact our Collections team to discuss a payment arrangement for your outstanding balance.
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For help with verification, outstanding balances, disputes or payment arrangements, contact us through:
- Email: CollCC@maxis.com.my
- WhatsApp: Chat with our Collections team
Our team is available Monday to Friday, from 9:00 AM to 6:00 PM, excluding public holidays.
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Your personal information is processed in accordance with the Maxis Group Privacy Notice.
Before proceeding, you will be asked to agree to the applicable Terms and Conditions and the Maxis Group Privacy Notice. Identity verification is required before your account details are displayed.
