Frequently Asked Questions
MANAGING YOUR ACCOUNT
Managing Your Account
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From the Home screen, tap 'All services'. Your lines will be listed there. Simply tap on the line you wish to view or manage.
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You can easily set data limits using the DataPool feature.
- On the Home screen, tap 'View all' under Quick Links.
- Select 'DataPool'.
- Choose the supplementary line and set your desired data allocation.
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To check your active mobile device contract:
- From the Home screen, tap on your service.
- Tap 'View Details'.
- Select 'View contract'. Your contract details, including the start/end dates and any early termination fees, will be displayed.
Please note: This view is currently available for active mobile device contracts only. Other contract types are not yet viewable in the app.
Managing Your Contact Details
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- Billing Address: The address where we send your physical bills and invoices.
- Residential Address: Your physical home location, used for service-related communications and verification.
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- Default Contact Number: Your primary number for receiving critical updates, such as security alerts.
- Alternate Contact Number: A backup number we can use if your primary number is unreachable. These must be two different numbers.
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- General Email: Used for general account notifications, updates, and promotions.
- eBill Email: Used exclusively for sending your electronic bills. You can use the same email address for both if you prefer.
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You can update most of your details from your Profile:
- Tap the Profile icon (top-right of the Home screen).
- Select 'Contact Details' to update your Residential Address, Contact Numbers, or General Email.
- To update your Billing Address, tap 'EDIT' next to the address shown.
- To update your eBill Email, navigate to the BILLS tab > eBill and tap the pen icon to edit the email address.
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Updates to your Residential Address, Contact Numbers, and Email Addresses are reflected immediately. A Billing Address update will be applied from your next billing cycle.
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Absolutely. To update your new Residential Address, tap the Profile icon on the Home screen and select 'Contact Details'.
Managing Your Services
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Yes. When you open the app, choose 'Personal' and sign up for a Maxis ID using your supplementary line number and email address. You can then log in to manage your own line.
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To see and manage services like Voicemail or Roaming:
- From the Home screen, tap on your service number.
- Under Quick Links, tap 'Add-Ons'.
- You can then toggle each Value-Added Service (VAS) on or off.
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Yes, you can upgrade your plan in the app:
- From the Home screen, select the line you wish to upgrade via 'All services'.
- Tap 'View Details'.
- Choose 'Upgrade Plan' and follow the on-screen instructions.
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From the Home screen, tap the Support icon (top-right). You can then either:
- Tap the 'Meet an Expert In-Store' banner and select 'Book An Appointment'.
- OR, tap 'Find a Store', choose your preferred location, and then tap 'BOOK APPOINTMENT'.
- Tap the 'Meet an Expert In-Store' banner and select 'Book An Appointment'.
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Log in and select your Maxis Home Fibre service from 'All Services'. Tap 'Manage Home WiFi', then 'Test my Home WiFi'. The app will guide you through troubleshooting steps.
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From the Home screen, tap the Support icon and select 'Mobile Network Checker'. This will show any network issues in your current area. You can also preset two other locations to receive proactive notifications.
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Yes. Tap the Support icon on the Home screen. Your case status will be visible under the 'My Activities' section.
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Yes. Tap the Support icon on the Home screen. You can find your order status under 'Delivery Order Tracker' or within the 'My Activities' section.
Maxis App
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Maxis app is the all-in-one app for Maxis Postpaid individual and Maxis Business users. You can manage your accounts, pay your bills, and enjoy great rewards and offers. Download the app on Apple App Store or Google Play.
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All Maxis Postpaid individual customers and Maxis Business users can use Maxis app, this includes:
- Personal and Business Individuals (bill is paid by yourself)
- Maxis Postpaid principal and supplementary mobile lines
- Maxis Home Fibre
- Maxis Home 4G WiFi
- Hotlink Postpaid & Fibre 99
- Employees who are using Maxis Business mobile lines provided by their company. Please refer to Maxis App for Business FAQs for more information.
If you are the PIC who is managing Maxis Business accounts, then Maxis Business Hub is for you.
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Maxis app lets you:
- View account information
- View data usage (for yourself or your supplementary lines)
- Purchase internet passes (for yourself or your supplementary lines)
- Manage your DataPool (data sharing with Share Lines)
- Manage value added services
- Download bill
- Pay bill
- Subscribe to eBill
- Manage direct debit
- Manage, self-diagnose, and optimise your Maxis Home Fibre WiFi
- Discover Maxis’ entertainment offerings and partner offers
- Discover and enjoy exclusive rewards and offers
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Tap on “Personal”. You need to sign up for a Maxis ID first if you haven’t already done so. Then, log in using the email address or mobile number you used to sign up for your Maxis ID, followed by your password or 6-digit TAC code sent by SMS.
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Tap on “Personal”, then tap on “Sign Up”.
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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.
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First, sign up for a Maxis ID with your email address.
Then, log in by tapping “Personal” and then using your email address.
Once you have logged in with your Maxis ID, tap on “LINK SERVICES”. You will need your IC/Passport number and your Maxis billing account number.
If you have more than one Maxis billing account, you can use any of your billing account numbers.
The linking process will take up to 10 minutes, close and reopen Maxis app to see your services.
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Follow these easy steps:
Once you have logged in with your Maxis ID,
Tap on “Switch Line” on the top left of the Home screen,
Then tap “LINK THEM NOW”. You will need your IC/Passport number and your Maxis billing account number.
If you have more than one Maxis billing account, you can use any of your billing account numbers. The linking process will take up to 10 minutes, close and reopen Maxis app to see your services.
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Tap on “Business”. Enter your company-provided mobile number and the 6-digit TAC code sent to your number by SMS. There is no need to sign up.
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You will need to use Hotlink app.
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Effective 8 Apr 2024, Maxis Postpaid user who also has active mobile lines under Hotlink Postpaid and Hotlink Prepaid will be able to manage the Hotlink services via Maxis app. Here's how: on the landing page, tap on "All Services" the available services will be listed. Choose which Hotlink service you would like to manage.
Alternatively, you can still login to Hotlink app to manage your Hotlink services.
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You can perform the following for your Hotlink Prepaid on Maxis app:
- Top up
- Mobile Internet purchase
- Data roaming purchase
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If you also have an active Hotlink Postpaid service under your name, yes, you will be able to pay your Hotlink Postpaid bill. You can even, manage your Mobile Internet, Value Added Services as well as activating Roaming passes.
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These are the special features for Hotlink customers, to manage this, you will need to login to Hotlink app, click Here for quick access.
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It is with the intent for customer convenience to be enable all mobile lines registered under one name in a single app. However, if the Hotlink line is not used by you and you dont intend to manage, it is advisable that you transfer the ownership to the actual user.
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You will need to use Maxis app to manage your services.
First, sign up for a Maxis ID with your email address.
Then, log in by tapping “Personal” and then using your email address.
Once you have logged in with your Maxis ID, tap on “LINK SERVICES”. You will need your IC/Passport number and your Maxis billing account number.
If you have more than one Maxis billing account, you can use any of your billing account numbers.
The linking process will take up to 10 minutes, close and reopen Maxis app to see your services.
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There are no data charges for usage within the app when in Malaysia. However, the location map feature in Maxis Deals, and re-direction to other websites or apps from the Maxis app will incur standard data charges.Usage of the app when roaming will incur roaming data charges.
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Kindly contact us by:
- Live Chat from within Maxis app (tap on Me > Live Chat)
- WhatsApp us at 0123451123
- Calling 123 from your Maxis mobile (or 1800821123 from other local mobile or fixed line)
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On successful payment, you will receive a payment notification from Maxis Pay (pay@maxis.com.my), and your account balance in Maxis will be updated in a few minutes. In some cases, it may take up to 24 hours.
If your account balance is not updated after 24 hours, please contact us for assistance. Please have your “Receipt No” from the payment notification email ready.
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First, kindly ensure you have a working internet connection. If your mobile line is barred or suspended, you will not be able to complete payment using your mobile internet.
If your payment is not successful, please try another method of payment (different card/bank/eWallet).
Alternatively, you can pay by JomPay from your online banking.
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You will receive a confirmation SMS when your purchased Internet/Roaming Pass is activated.
Your active internet and data roaming pass will also be displayed on Maxis app, just tap on service/ line to check the internet and data roaming passes displayed below your DataPool.
If your Internet/Roaming Pass is not activated for within 20 mins from purchase, after checking the SMS and Maxis app, please contact us for assistance.
