Frequently Asked Questions
MANAGING YOUR ACCOUNT
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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.
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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:
- Select your service
- Scroll down to "Service Details"
- 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
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- 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
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- 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.
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No—they must be distinct to ensure redundancy in case your primary number is unavailable.
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- 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.
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- Billing Address: Me > Account > Billing Address.
- Residential Address, Default/Alternate Contact Numbers, General Email: Me > Contact Details.
- eBill Email: BILLS > Manage Bill > eBill > Email.
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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).
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Absolutely! Go to Me > Contact Details to update your Residential Address, contact numbers, or email.
Managing Your Services
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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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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
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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.
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You can perform the following for your Hotlink Prepaid on Maxis app:
- Top up
- Mobile Internet pass purchase
- Data roaming pass purchase
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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.
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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.
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If the Hotlink number is not registered under the same registration name as your Maxis Postpaid line, please contact us at 123.
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Sure do. Just tap on "Me" and go to Contact Details and update your latest contact number, address or even your latest email address.
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Yes, you can upgrade to a higher plan on Maxis app. Login and choose the line you like to manage and choose "Upgrade Plan"
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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
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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.
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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.
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You can track the status of your reported case in Maxis app. Login and go to "Me", choose “My Activities” then choose "Cases".
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Yes, it is available under "Me" then choose "Delivery Tracker"
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.
