Frequently Asked Questions
Life Events
Life changes can affect how your Maxis services are managed. Whether you're combining accounts, transferring ownership of a service, managing a loved one's account after a bereavement, updating your personal details, or planning a move overseas, we're here to help you understand the available options and next steps.
Family & Billing Changes
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A separate bill does not necessarily require a transfer of ownership. The requirements depend on the type of service and how your account is currently set up.
If you want a supplementary line billed under a separate account, that account must have a principal line. If it does not, you will need to change the supplementary line to a principal rate plan.
Please visit a Maxis Centre. Our team will review your account, explain the available options and help you make the necessary changes.
Find your nearest Maxis Centre here.
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If the services are registered under different owners, combining them under a single account requires a transfer of ownership.
Both the current owner and the new owner must visit a Maxis Centre with their MyKad or passport for identity verification.
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The next steps depend on who currently owns the service.
If the service is registered under your spouse's name and you would like to become the owner of the service, a transfer of ownership is required.
Both parties must visit a Maxis Centre with their MyKad or passport for identity verification.
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If your child would like to become the owner of the service, a transfer of ownership is required.
Both parties must visit a Maxis Centre with their MyKad or passport for identity verification.
If your child is not currently a Maxis customer, customer registration may be required before the transfer can be completed.
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You may request a transfer of ownership at any Maxis Centre.
Both the current owner and the intended new owner must be present and bring their MyKad or passport for identity verification.
If the new owner is not an existing Maxis customer, customer registration may be required before the transfer can proceed.
Bereavement Support
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We're sorry for your loss.
Please visit a Maxis Centre with:
- Death Certificate of the registered owner
- Your MyKad or passport
- Proof of kinship with the registered owner
Examples of proof of kinship include:
- Marriage Certificate
- Birth Certificate
- Adoption Certificate
Our team will review the documents and advise on the available options and next steps.
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We're sorry for your loss.
Please visit a Maxis Centre with:
- Death Certificate of the registered owner
- Your MyKad or passport
- Proof of kinship with the registered owner
Our team will assist you with the service termination request and advise on any applicable final billing arrangements.
Moving or Updating Your Details
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You can update your billing address through the Maxis app:
- Tap the Profile icon at the top right corner of the homepage.
- Select Billing Address.
- Review and update your billing address details.
Your billing address is used for physical bill delivery where applicable.
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Different supporting documents may be required depending on the type of update.
Please refer to the Personal Details & Account Information FAQ for the latest requirements before visiting a Maxis Centre.
Moving Overseas
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Please visit a Maxis Centre to request termination of your service.
Our team will explain any applicable contract commitments, outstanding charges and final billing arrangements before processing the request.
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To keep your child’s mobile number, you may consider switching to a suitable Maxis Postpaid plan with a lower monthly commitment or converting the line to Hotlink Prepaid, subject to eligibility.
With Postpaid, monthly bills will continue and must be paid. With Prepaid, you will need to monitor the line’s validity and top up as required to keep it active. If the line expires and is eventually terminated, you will lose the mobile number.
Please visit a Maxis Centre. Our team will help you choose an option that suits your needs and explain any eligibility requirements, contract commitments and billing implications.
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You may consider switching to a suitable Maxis Postpaid plan with a lower monthly commitment or converting your line to Hotlink Prepaid, subject to eligibility.
With Postpaid, monthly bills will continue and must be paid. With Prepaid, you will need to monitor your line’s validity and top up as required to keep it active. If the line expires and is eventually terminated, you will lose your mobile number.
Please visit a Maxis Centre. Our team will help you choose an option that suits your needs and explain any eligibility requirements, contract commitments and billing implications.
