Trouble Registering Apps With Your Newly Registered Mobile Number

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• Why does an app say my mobile number is already registered or linked to another account?

  Your newly registered mobile number may have been used by someone else before. An app, such as Touch ’n Go eWallet or WhatsApp, may still have that number linked to the previous user’s account. 

  Registering the number with Maxis does not automatically update or remove records held by other app providers. 

  If you see a different error or cannot receive a verification code, the issue may have another cause. Refer to the guidance below. 

• Does this mean there is a problem with my Maxis mobile service?

  Not necessarily. An app registration error does not, by itself, mean your Maxis service was activated incorrectly. 

  Check whether you can make and receive calls, send and receive SMS, and use mobile data with Wi-Fi switched off. 

  If any of these services are not working, contact Maxis so we can check your mobile service. 

• What should I do if the app says my number is already registered?

  Follow the app’s instructions for a number that is already registered or linked to another account. If you still cannot proceed, contact the app provider through its official support channel. 

  Explain that:

  • The mobile number was recently registered to you. 
  • The app says it is already registered or linked to an account you do not recognise. 
  • You need help registering your own account with this number. 

  
  Include the exact error message or a screenshot to help the provider understand the issue. Do not share passwords or verification codes. 

• What if I am not receiving the verification code or OTP?

  First, check that: 

  • You entered the correct mobile number and country code. 
  • Your line has a mobile signal and can receive regular SMS or calls. 
  • You have followed any waiting period shown in the app before requesting another code. 

  
  If you cannot receive regular SMS or calls, contact Maxis. 

  If regular SMS and calls work but the app’s code does not arrive, follow the app’s verification troubleshooting instructions or contact its support team. Maxis cannot generate the app’s verification code or bypass its verification process. 

• Can Maxis remove my number from another person’s app account?

  Maxis cannot access or change accounts held by other app providers. This includes unlinking a mobile number, removing an account, resetting a password or changing account details. 

  Maxis can help check your mobile service. The app provider manages its own account verification and any changes to accounts linked to your number. 

• Will I need proof that the mobile number is registered to me?

  The app provider may ask for documents to verify that you are the current registered user of the mobile number. 

  Examples of documents that may be accepted include:

  • Proof of mobile service registration (sent to your email when you registered your Maxis or Hotlink service) 
  • Purchase receipt or invoice 
  • Identification documents 
  • Other documents requested by the app provider 

  
  The documents accepted and verification requirements vary by app provider. Check with the provider before submitting any documents. 

  If the mobile number is registered under a family member, company, or organisation, inform the app provider as additional documents may be required. 

  Submit documents only through the app provider's official support channels. 

• What should I do if I cannot register for Touch ’n Go eWallet?

  Visit the official TNG eWallet Contact Us page and choose an available support channel. 

  Explain that your newly registered mobile number appears to be linked to another account. Provide the error message and follow TNG eWallet’s verification instructions. 

  If documents are requested, check its mobile number verification requirements.

• What should I do if I cannot register for WhatsApp?

  Follow the registration instructions shown in WhatsApp to verify your mobile number. 

  If your number appears to have been used by someone else, refer to WhatsApp’s official guidance on seeing your phone number already in WhatsApp.

  If you are asked for a two-step verification PIN you did not set, or see another error, follow the relevant guidance in the WhatsApp Help Centre. Follow any waiting period or support instructions displayed.

  You do not need access to the previous user’s account to seek help.

• What if I see account details that do not belong to me?

  Do not use or change an account you do not recognise. Contact the app provider through its official support channel and explain that the number was recently registered to you. 

  Receiving a verification code does not mean an unfamiliar account belongs to you. 

• Will replacing my SIM card solve the issue?

  Replacing your SIM card while keeping the same mobile number will not remove records held by the app provider.

  If the issue is an account linked to your number, follow the app provider’s process. If your SIM is faulty or your mobile service is not working, contact Maxis for help checking it.

• Will the issue resolve itself if I wait?

  Not necessarily. Each app provider has its own rules for previously used numbers, verification and account removal.

  Follow the provider’s instructions rather than assuming the old account will be removed automatically. Any waiting period shown by an app applies to that app’s process.

• How long will it take to resolve?

  The app provider will advise on the next steps and expected timeframe. This may depend on the error, verification requirements and whether further review is needed. 

  Maxis cannot confirm or guarantee the provider’s resolution time.