Frequently Asked Questions

True 5G is 5G Standalone (5G SA) - the next enhancement phase of 5G technology, which offers the full suite of 5G network capabilities that operates independently of 4G network infrastructure. This new network will offer amazing fast speed, close to real-time network response time and massive connectivity that will enable new mobile broadband experience and empower new digital experience that we have not seen before.

Almost anywhere! M1's 5G coverage is available in >99% of Singapore island wide.

A 5G SIM card is required to enable seamless connection to M1’s 5G Standalone (5G SA) network. Along with a 5G SA compatible device, the 5G SIM ensures you can fully enjoy the enhanced speed, reliability, and features offered by M1’s 5G network.

You can check your SIM eligibility in the Maxx App under “Account > Check Your 5G Readiness.” Alternatively, look at the back of your current Maxx SIM card - if it is labelled “5G,” you are already using a 5G SIM.

All new Maxx customers will receive a 5G SIM card by default.

All Maxx eSIMs are 5G-enabled.

If you are an existing customer with a 4G SIM card, you can:

• [Instant Activation] Upgrade to a 5G eSIM via Maxx App > Account > SIM Management, or
• Swap to a 5G physical SIM at designated Maxx 5G SIM exchange roadshows. Please bring your current Maxx SIM card and a valid physical NRIC/FIN ID used during registration.

SIM upgrade is free of charge.

For more information, visit: maxx.sg/maxx-5g

To enjoy seamless 5G connectivity, ensure you have the following:

• A 5G Standalone (5G SA) enabled device
• A 5G SIM card
• A 5G enabled plan
• The correct 5G network settings on your device

You can check your device settings here.

Once all requirements are met, you’ll be able to enjoy the full 5G experience.

Yes, your device will continue to work on the available 4G network in areas where 5G coverage is not present.

There are two main reasons:

• Device Settings:
  Most devices are set to "Auto 5G" by default. This means your phone will automatically switch between 4G and 5G depending on your activity, battery usage, and device temperature, helping to conserve battery and keep your device cool.
• Network Coverage:
  If you are in an area where the 4G network signal is stronger than the 5G signal, your phone may switch to 4G to maintain a better connection.

You can upgrade your plan via the Maxx App:

1.Open the Maxx App and go to "Home".

2.Tap "View plan" on your plan card.

3.Scroll down and tap "Change Plan".

4.Select your preferred Maxx 5G plan.

If you already have a 5G SIM and a 5G compatible device, you can enjoy 5G when your 5G plan starts.

For Recurring plans: Your new 5G plan will begin after your current recurring plan ends. You will be able to enjoy 5G from your next renewal date.

For One-time plans: Your 5G plan starts from the date of purchase. You can enjoy 5G immediately.

For more information, visit: maxx.sg/maxx-5g

You may enjoy 5G Roaming at the following destinations

You will need to be at least 15 years old to sign up for Maxx. The acceptable ID documents are as follow:

• Singapore Citizen: Original NRIC (Pink)
• Permanent Resident: Original NRIC (Blue) 
• Foreigner / Non-Resident: Employment Pass / S Pass / Work Permit / Dependent Pass / Student Pass 

Please bring along your original document ID.

You can subscribe for up to 6 Maxx mobile lines.

You will receive an SMS after your SIM card has been shipped.

There is no need to authorize anyone to receive your SIM card. Your SIM card will be delivered to your letterbox.

1. Download the Maxx app from the App Store or Play Store. Open it and tap “Activate My SIM”.
2. Physical SIM: Scan your SIM card’s barcode and choose a mobile number. 
   eSIM: Choose a mobile number.
   For port-in users: Pick a temporary Maxx number to complete activation. Remember to note it down for logging into Maxx app.
3. Find your activation code on the front of the envelope labelled MAXX-####-####, or check your delivery status SMS or email receipt. Enter it as ####-####.
4. Verify your identity using Singpass or by scanning your physical ID. Ensure it matches your registration on maxx.sg.
5. Pop the SIM into your device. You’ll get an SMS once activation is complete.

Simply purchase a Maxx Plan first. After you have activated your line, go to Maxx App > Select “Account” > “Port-in to Maxx” and provide the following information:
•  Mobile Number to be Ported in
•  Service Provider

Please ensure that the Subscriber ID for Maxx Plan and the ported in number are the same. We do not support M1 Prepaid port in to Maxx Plan. The entire port-in process will take up to 3 working days and you will receive SMS notification on the status.

You can sign up for eSIM on maxx.sg or head to any selected M1 Authorised Maxx Retailers. Refer to Store Locations.

We will be offering eSIM for existing customers soon. Stay-tuned!

Upon successful registration, you will receive your eSIM QR code and mobile number via email.

Before setting up, please ensure that your device supports eSIM and you have data connectivity (e.g. Wi-Fi).

a. Go to Settings

b. Select Add Cellular Plan / Add Mobile Plan / Add Data Plan

c. Scan the QR code provided to you when prompted

d. For more info, please refer to your respective device's guideline

i.iOS devices

ii.Samsung devices

For iOS devices, please refer to the setup instructions here.

For Samsung devices, please refer to the setup instructions here.

Yes, you may even choose to install all the eSIM profiles on the same mobile device.

There are no charges for Maxx eSIM.

You will be able to retain your eSIM number, however you will need to remove your eSIM profile from the current device and re-download into the new intended device. You can contact us at 1693 for eSIM re-download.

You can contact us at 1693 for eSIM re-download.

You can contact us at 1693 for eSIM replacement.

We currently do not support the switch from eSIM to physical SIM.

For iOS device:

1. Go to Settings > General > About.

2. Scroll down to view the Carrier Lock section.

3. If your device is unlocked, it will show "No SIM restrictions"

4. Scroll down to Available SIM (iOS 15 or later) or Digital SIM (earlier iOS versions)

5. If your phone supports eSIMs, it will show a 15-digit IMEI number.

For Android device:

1. Go to Settings > Connections.

2. Tap SIM Card Manager.

3. If "Add Mobile Plan or eSim" is available, your android device supports eSIM.

You can check your usages, balances, view bill and manage your account via Maxx app. 

You can view and purchase the available add-ons via Maxx app > Buy tab. Alternatively, you can also purchase Maxx Retailers Offers at any of the selected M1 Authorised Retailers.

All Maxx Plan / Add-On expiry cannot be extended.

You can purchase new Plans / Add-ons via Maxx app > Buy tab. Alternatively, you can also purchase Maxx Retailers Offers at any of the selected M1 Authorised Retailers.

Add-ons is based on a 24-hour clock cycle with the day of activation being day 1 at 0000 hours and expires on 2359 hours on the expiry date. For example, you have purchased a 30 days add-on on 1 August, 1500 hours. The validity will start from 1 August, 0000 hours and will expire on 30 August, 2359 hours. The expiry date in the Maxx App refers to that add-on will expire on that date at 2359 hours.

Simply log in to Maxx App, click on “View Plan” of your existing bundle and select “Change Plan”.

“Change Plan” is only available for customers on recurring payment. 

Available plans are shown after you have selected “Change Plan”.

Customers on online exclusive plans are not able to change to retailer offers and vice versa.

Simply access Maxx app > Account tab > Manage Preference

You may make payment via Maxx App or at any Maxx Retailer. Your plan will be reactivated after successful payment.

To make international call, dial:
<+> <Country Code><Area Code><Call Party's Number>

You can use data and receive SMS while connected to our Preferred Network.

Making or receiving calls and sending SMS are not available while roaming. However, you can still use data-based apps like WhatsApp or Telegram to stay in touch.

Refer your friends to sign up with Maxx via maxx.sg and treat yourself to a Grab voucher code when they successfully activate their Maxx SIM card.

The Maxx Rewards / Refer a Friend program is applicable for every sign up via the maxx.sg.

The rewards program is not eligible for sign-ups processed at Maxx authorized retailers.

Simply share your unique referral code found in your Maxx welcome e-mail with friends and have them enter the code in the referral code field on the buy page.

They may proceed to complete their sign up and activate their SIM card once delivery has been fulfilled.

Upon successful activation of your friend’s SIM card, you will receive your Grab voucher code in your inbox within 7 working days.

Please check your spam/junk mail folders if you have not received it.

The Grab voucher code will only be credited into your account once your friend has successfully activated their SIM card.

Upon successful activation of your friend’s SIM card, you will receive your Grab voucher code in your inbox within 7 working days.

Please check your spam/junk mail folders if you have not received it.

Please refer to Grab’s FAQ here. Please note the validity period and terms of use of the voucher codes are subjected to the prevailing T&Cs of Grab.

1) Visit M1 Shop Jurong Point and request for a new free blank SIM card. We will request for some verification.
2) Call 1693 [daily, 9am-9pm] to resume your service. Please be prepared to provide the 18-digit number found on the back of the SIM card.

Yes, you may reach us at 1693 from 9am – 9pm daily.

If you have enabled iMessage / Google verification, a verification SMS will automatically be sent to Apple / Google when you insert a new SIM into your phone and this SMS is deducted from your Local SMS balance.