MANAGING YOUR ACCOUNT

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• I have a few lines with Maxis. What is the easy way to be able to see all of them in Maxis app?

  If you have more than 1 line. You can opt up to 2 more lines as Favourite. The chosen 2 lines, will be listed along on your main page in Maxis app. You just need to toggle between the lines to view or manage them.  

• How do I set the other lines as Favourite?

  In Maxis app, go to "All Services" and tap on "Manage Favourite Services". You can choose your preferred services to be displayed on the Home Page service tab - max of 2 services.

• How can I control how much data my son’s supplementary line can use?

  On the Maxis app, just tap on your service and choose Manage Data Pool and you will be able to set the required data allocation for your supplementary line.

• How can I check my device contract details such as the expiry date or remaining period?

  To check your device contract details, including the expiry date or remaining period:

  From the Home screen:

  1. Select your service
  2. Scroll down to "Service Details"
  3. Tap on "Contract"

  
  Your active contract details will be displayed, including: 

  • Plan
  • Device 
  • Contract Name
  • Start Date
  • End Date
  • Early Termination Fee 

  
  Note: Contract details are only available for active contracts. 

  
  Managing Your Contact Details
  

• What is the difference between a Billing Address and a Residential Address?

  • Billing Address: Where we send physical bills and invoices.
  • Residential Address: Your physical home location (used for service-related communications or documentation). 

  You can use the same address for both if your billing and residential locations are the same

• What’s the difference between Default and Alternate Contact Numbers?

  • Default Contact Number: Primary number for critical updates (e.g., security alerts, service changes).
  • Alternate Contact Number: Backup contact number in case your default contact number is not reachable.  
    

• Can I use the same number for Default and Alternate Contact?

  No—they must be distinct to ensure redundancy in case your primary number is unavailable. 
  

• Why do you need a general Email Address and a separate one for eBills?

  • General Email: Used for account notifications and promotions.
  • eBill Email: Dedicated to electronic bills only (avoids cluttering your primary inbox). 

  You can use the same address for both if you don’t have an email dedicated for eBill.

• How do I update my contact details?

  • Billing Address: Me > Account > Billing Address.
  • Residential Address, Default/Alternate Contact Numbers, General Email: Me > Contact Details.
  • eBill Email: BILLS > Manage Bill > eBill > Email.

• How long do updates take to reflect?

  Immediate: Residential Address, Contact Numbers, and Email Addresses. 

  Billing Address: Updated instantly in our system but applied to your next billing period (not the current billing period). 
  

• I’ve moved to a new home. Can I update my details on the Maxis app?

  Absolutely! Go to Me > Contact Details to update your Residential Address, contact numbers, or email. 
  

  
  Managing Your Services 
  

• As a supplementary line user, can I login to Maxis app and manage my own number?

  Yes! Tap on "Personal" . Sign up for a Maxis ID using your supplementary line number and email address, then log in using either your email address or mobile number. 
  

• Is there any way I can check what are the other value-added services on my Maxis line?

  If you are referring to the Value-Add service like voicemail, call forwarding, call waiting & etc. Yes. Here's how you can check them in Maxis app: Tap on service number, Choose Manage Add-Ons. You can manage choose the Value Added Services (VAS) by checking or unchecking the box 
  

• I have Maxis Postpaid and Hotlink service; how can I manage my services?

  Maxis Postpaid users with active Hotlink Postpaid or Hotlink Prepaid lines can manage their Hotlink services through the Maxis app. Here’s how: 

  • On the landing page, tap "All Services".
  • A list of available services will appear. Select the Hotlink service you want to manage.
  • For full management features of Hotlink Prepaid and Hotlink Postpaid, we recommend downloading the Hotlink app. 
    

  Note: Hotlink Postpaid & Fibre 99 are not available for management through the Maxis app.

• What are the services available if I am to manage my Hotlink Prepaid on Maxis app?

  You can perform the following for your Hotlink Prepaid on Maxis app:

  1. Top up
  2. Mobile Internet pass purchase
  3. Data roaming pass purchase 
     

• How do I activate e-Voucher or redeem Hotlink Rewards, since most features for my Hotlink lines are now available in the Maxis app?

  These special features are exclusive to Hotlink customers. To activate e-Voucher or redeem Hotlink Rewards, you’ll need to log in to the Hotlink app. Click here for quick access. 
  

• I see a Hotlink Prepaid line in my Maxis app that is registered under my name but used by someone else. How can I remove it from my app?

  The Maxis app shows all lines registered under your name for convenience. If the Hotlink Prepaid line is being used by someone else and you don’t want to see it in the app, we recommend transferring the ownership of the line to the actual user. This will remove the line from your view. 
  

• I saw a Hotlink number that is not mine when I login to Maxis app. How do I disconnect this?

  If the Hotlink number is not registered under the same registration name as your Maxis Postpaid line, please contact us at 123. 
  

• I have just moved to a new place; can I update my new contact details on Maxis app?

  Sure do. Just tap on "Me" and go to Contact Details and update your latest contact number, address or even your latest email address. 
  

• I want to change my line to a plan with higher data allocation. Can I do this on Maxis app?

  Yes, you can upgrade to a higher plan on Maxis app. Login and choose the line you like to manage and choose "Upgrade Plan" 
  

• Is there any way for me to set up an appointment with your Maxis Centre rep. in advance to the avoid the long wait?

  You can login to Maxis app and set the appointment from here. Tap on "Me" and go to the "Meet Expert In-Store". Choose the preferred store, date and time 

• How do I check if there's an interruption to my Maxis WiFi service?

  For a quick check, you can login to Maxis app and choose your Maxis Home Fibre service under “All Services”, tap on “Manage Home WiFi and choose "Test my Home WiFi". You will be guided on the steps to perform self-troubleshoot and it the problem still persist, your report will be escalated to our expert. 

• Where can I check if there's any Maxis network interruption in my area?

  For a self-troubleshoot on Maxis app, tap on "Me". Choose Mobile Network Checker Point to the location that you need to check and follow the steps. You can also preset two preferred locations and get notified whenever there's any network disruption in the area. 

• Can I check the status of my issue or case that I have reported to Maxis using Maxis app?

  You can track the status of your reported case in Maxis app. Login and go to "Me", choose “My Activities” then choose "Cases". 

• I have placed my order on Maxis website or Maxis Online store earlier, Can I check the status in Maxis app?

  Yes, it is available under "Me" then choose "Delivery Tracker"