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Frequently Asked Questions

Change & Upgrade Plans

  • You may change or upgrade your Maxis plan anytime if your line is not bound by any contract.

    If your line is under contract, it is very likely that you are allowed to upgrade but cannot downgrade, to be sure please refer to us for its rate plan change terms and policy. 

    You may change or upgrade your rate plan via below options:

    1. Call us.
    2. Maxis Store.
  • You will be notified via SMS once the plan is successfully changed.

  • Your monthly commitment fees of the previous and new plans will be prorated. Other fees such as value added services will be charged as normal.

  • There will be no interruption to your surfing. Your previous Mobile Internet quota will cease with the change and a new quota based on the new plan will be activated for you at the same time.

  • There is no fee or contract for changing your rate plan. However if you are changing your plan as a part of a new package requirement, then the contract terms of the package will apply.

  • You may change to any plans which are published on our website if you meet the eligibility requirement. Plans which are no longer published are closed for new subscription.

  • Your credit limit will not be revised or changed if the limit is sufficient for your rateplan. 

  • Yes, you may move or change one of the service in your bundled service (such as Maxis Unlimited Postpaid & Fibre and Family Plan) to another account or change to a rate plan not offered by the bundled; you will required to split the services first prior to your intended change.
    Important note:-

    1. To check if you have any contract for the bundled service.
    2. You will stop enjoying any benefits which come with the bundled service such as unlimited data and etc. 

Refund Request

  • This is a form where you may submit your request for refund if there's any Deposit/Excess amount in your previous account with Maxis. The refund will be via telegraphic Transfer (TT) for Local Banks, Overseas Banks , DuitNow and Transfer Credit.

  • The refund request form is open to all current and previous Maxis consumer account holders whom is having inactive accounts with Maxis and there's deposit or an exceess amount left in their deactivated accounts.

  • No, submission MUST be done by the registered owner ONLY.

  • NO, Refund to a 3rd party is NOT allowed.

  • Transfer as payment into related Active/Deactivate account is recommended.

  • Yes, it's open for Local and Foreign customers.

  • We allow refund to other currencies with the exceptions of "Chinese Renminbi",  "New Taiwan Dollar"  & "Korean Won"; these currencies must be converted to USD. 

  • We will contact you within 7 working days for the verification from the submission date.

  • Local bank TT refund will be process within 14 working days and foreign refund is dependent on the Beneficiary /remittance Banker.

  • You may reach us at 123 from Maxis and Hotlink mobile or 1-800-82-1123 from other Malaysia fixed and mobile lines 

  • Bank account number is classified as a sensitive personal data as specified under the PDPA, hence our contact centre shall not obtain such information from customers.

  • You can be assured that your data are safe with us. Maxis has implemented sufficient security measures to protect our customer data and we fully comply to the Personal Data Protection Act

Looking for the right Postpaid Plan?

The FAQ’s are meant for clarification purposes only. The FAQ’s may be modified from time to time. Please refer Terms of Use and Terms & Conditions of the products and/or services for more information.

Need to get in touch with us?

Contact Maxis Customer Service