You can switch to U Mobile by following these simple steps:

Step 1: Sign up with U Mobile and indicate that you'd like to switch your current mobile number. Once your registration is successful, you'll receive a U Mobile SIM card while waiting for your number to be released by your existing service provider.

Step 2: Respond to the confirmation SMS from your current provider within the given timeframe. Settle any outstanding bills or charges, if applicable.

Step 3: Insert your U Mobile SIM card once your number has been successfully ported over.

To ensure your port-in request is successful, please ensure:

1. You have no overdue payments with your current mobile service provider.
2. You are not under any active contract with your current mobile service provider.
3. You are the registered owner of the mobile number.
4. Your personal details submitted to U Mobile match those with your current mobile service provider.
5. Your mobile line remains active.
6. You reply to the port-out confirmation SMS from your current mobile service provider within the specified deadline.

You may request to port-in through the following channels:

1. Online
2. Walk in to the nearest U Mobile store

Yes, you can port in both principal and supplementary lines to U Mobile together. Please ensure:

• All lines meet the required criteria stated above
• All users respond to the confirmation SMS within the specified time.

Note: If even one line fails to meet the criteria, none of the lines will be ported in.

Yes, you can switch between prepaid and postpaid plans. However, any remaining prepaid credit with your current provider will not be carried over to U Mobile, regardless of the plan type selected.

Ensure that your current prepaid line stays active until the port-in process is complete.

No, you do not need to terminate your current mobile service. Your line must remain active in order to complete the switch to U Mobile.

The port-in process usually takes up to 48 business hours. During this time, you should continue to have access to your current mobile services.

For business registrations, the process may take up to 5 working days.

Once your current mobile service is disconnected, insert your U Mobile SIM card or activate the eSIM on your phone to begin using U Mobile services.

If your request fails, you will receive an SMS from your current provider stating the rejection reason.

Refer to the table below for possible reasons and the next steps:

You can check your port-in status here.

Submit a port-out request through your new service provider. Make sure the following are in order for a smooth process:

Before port-out, ensure:

• Your U Mobile line is active.
• All billed and unbilled charges are fully paid.
• You’re not under any active device/service contract.
• Your personal details match your U Mobile account.

Port-out steps:

1. Submit your request with your new service provider.
2. Provide your details (Name, MyKad/Passport, mobile number).
3. Wait for an SMS from U Mobile and reply as instructed. If you're porting out as a group, please ensure all Principal and Supplementary lines reply to the port-out confirmation SMS within the specified timeframe.
4. Settle any outstanding payments if required.
5. Receive a final SMS on the switch status.
6. If rejected (e.g., unpaid bill, active contract), fix the issue and resubmit the request.

You can change your rate plan at any U Mobile store or via self-serve channels such as  MyUMobile App or Online Store.

You can change your principal line to a share line under your existing account. If you would like to change your share line to a principal line, you may walk-in to any U Mobile store to perform the change.

You can change your rate plan a maximum of 6 times in a calendar year, regardless of which channel you change your rate plan. Every rate plan change is subjected to a minimum usage term. 

Minimum usage term is a 90-day period where Postpaid customers are subjected to post plan change. During this period, customers are required to stay on the same plan and can only downgrade or migrate to Prepaid after the 90-day period. Alternatively, customers may also upgrade to higher value plan to enjoy enhanced benefits or to sign up for a new device with U Mobile.

The latest bill statement after a rate plan change will reflect the following charges:

1. Previous rate plan

• Access fee is pro-rated according to your rate plan.
  

• Advance access fee will be refunded and show as payment received in the bill to offset any outstanding amount

• Usage charges (if any)

2. New rate plan

• Access fee is pro-rated according to your rate plan.
• Upfront advance fee will be charged according to the rate plan
• Usage charges (if any)

Devices are available with U Postpaid 68, U Postpaid 98 and U Family 128. If you have an existing device contract, you are allowed to upgrade to enjoy more benefits. Any downgrade during the contract period, it will trigger an Early Termination Penalty.

If your auto-debit card is expiring, there are no interruptions. You can still change your plan in the app as usual. However, please update your card details to avoid payment issues.

There are no upfront charges if you upgrade your plan via self-serve channels.

Only registered owners are able to request a rate plan change at any U Mobile store.

All U Mobile Prepaid subscribers are eligible to upgrade to a Postpaid plan.

You may upgrade to any of our current Postpaid Plans listed below from your existing Prepaid plan:
 

• U Postpaid 38
• U Postpaid 68
• U Postpaid 98
• U Family 128

You may perform Prepaid to Postpaid upgrade via channels below:

• MyUMobile App
• U Mobile Online Store
• U Mobile Store

If you are an existing U Mobile Prepaid customer and you upgrade to U Mobile Postpaid plan, you may retain your mobile number. Any content subscription services which were part of your Prepaid plan will be automatically terminated and any remaining or unused SMS, voice minutes or data allowance to which you are entitled under the Prepaid plan will be forfeited.

You will be required to make a one-month advance payment upon upgrading to a Postpaid plan.

Your bill cycle is auto assigned by system after upgrading to a Postpaid plan. Please refer to your monthly bill for more information.

You can carry forward up to RM150 to your new Postpaid plan. This amount can be used to offset the advance payment of your Postpaid plan.

You are encouraged to upgrade your plan to enjoy enhanced benefits. However, you may walk-in to the nearest U Mobile Store to perform the downgrade.

• U Postpaid 68: Up to 2 share lines at RM38/line
• U Postpaid 98: Up to 6 share lines at RM38/line
• U Family 128: Comes with 4 lines. Can add up to 3 additional share lines at RM38/line

You can check your personal details via the MyUMobile App.​

​
Here are the steps:​

Download the MyUMobile App > Go to “My Profile” > Click on "Edit" > Edit/Fill in the blanks > Click on "Save".​

Alternatively, if you are visiting a U Mobile Store to perform the upgrade, you may update your details during the process.

You may view or download your bill statement via the following channels:

1. MyUMobile App >  Menu > Bill & Payment > Bill History
2. Registered Email Address (if you are subscribed to e-billing)

Yes, you can download and view your bills from the past 6 months via the MyUMobile App.

This is the unpaid amount from your previous month’s bill(s). You must settle the exact amount as shown in the bill statement immediately to prevent service interruption. It will display a negative figure if there is an overpayment or leftover balance in your account. 

This covers the total charges of the month under one account. 

Example:

Monthly access fee & usage charges like data roaming, SMS, etc. 

Customers are encouraged to make payment before the due date to prevent service interruption.

The payment due date is displayed in the bill under the "Total Current Charges” column. If you have an overdue amount from previous month(s), the due date will be displayed as "Immediately" in the “Outstanding Amount” column.  This ensures that your service is not interrupted due to unpaid overdue charges.

'Access Fee' is a monthly subscription fee paid for usage incurred from the previous month and is a recurring charge. An 'Advanced Access Fee' is a one-time fee that is charged in your first monthly bill and will be offset in your last monthly bill payment, should you decide to terminate your mobile service.

Service tax that is a tax charged and levied on taxable services provided by any taxable person in Malaysia in the course and furtherance of business.

Your mobile service may be suspended due to non-payment or if you make a request to suspend your mobile service. In these cases, a reactivation fee will be charged when you request to resume your mobile service.

The rebate will be displayed as a negative amount in your bill and will be offset from your total outstanding amount for that month.

A Printed bill is physical bill which can be requested subject to the following charges: 

• Non-itemised bill: Summary of your charges without detailed listing on your call charges or services in your monthly bill. The monthly service fee is RM5 per line.
• Itemised bill: Detailed listing of your call charges and services in your monthly bill. The monthly service fee is RM10 per line.

You can request for a physical bill in the MyUMobile App or by contacting or visiting your nearest U Mobile store.

The physical bill fee is charged in arrears. 

You will still be required to pay for the last physical bill sent to you, even after you've switched to e-billing.

You may pay using:

1. MyUMobile App
2. U Mobile - Online Bill Payment
3. Auto debit service (sign up via MyUMobile App)
4. E-Wallet
5. JomPay (Biller code and Reference number are printed on bill statement)

You can make a payment through any of the following channels:

1. U Mobile - Online Bill Payment
2. Maybank2U
3. U Mobile Store
4. 7-Eleven

You will be charged a prorated monthly access fee for both the old and new plans.

The Early Termination Penalty is a charge that customers must pay if they terminate a device contract before its expiry.

To prevent and ensure you do not fall prey to online phishing and scam attacks, please be informed that the official sender address for U Mobile e-bills is bill@u.com.my or ebill@u.com.my

All U Mobile postpaid and broadband customers can request their monthly e-Invoice for tax filing purposes. However, this service is not applicable to prepaid.

You can request for the e-Invoice within the same month after your latest bill is released. 

You should receive it within 1 to 2 working days after a successful submission.

Yes, you can enter any valid email to receive the verification TAC. However, your e-Invoice will be sent to the same email address registered for your monthly bills.

You must enter the exact amount as shown on your bill.

Please refer to the "Total Current Charges" as displayed on your latest bill statement.

This could happen for two reasons:

• You’ve already requested an e-Invoice for this bill (only one request per bill is allowed).
• You entered an old or expired bill number— only latest bill allowed.

Once you opt-in for monthly recurring e-Invoice, it will be sent to your email address every month after your bill date to ease your tax filing purposes. You are not able to opt-out.

If you have any issues regarding your e-Invoice, you may reach out to U Mobile Customer Service Hotline.

MyDigital ID is a government initiative for a valid and secure online identification system. Identity verification refers directly to government databases without storing any personal data. It also facilitates access to various online applications and portals with just one password and one digital ID.

This initiative is designed with enhanced security to protect users from fraudulent cases of impersonation and identity frauds, which often rely on unverified or misused SIM cards; ensuring that every mobile number is linked to a verified, trusted digital identity.

During verification on the Online Store or MyUMobile App, you will be prompted to complete your verification in the MyDigital ID app.

Yes. MyDigital ID can only be used via smartphone. Users need to download the MyDigital ID app to register and use it. The minimum version for Android/Huawei is 10 and above, while iOS is 13 and above.

No. Each user is only allowed to have one (1) digital identity on one (1) smartphone only.

ULTRA Postpaid 45, ULTRA Postpaid 68 and ULTRA Global 98 are U Mobile’s all-new postpaid plans, powered by ULTRA5G.

Yes. Before fully utilising the 15GB quota, you are encouraged to purchase add-on roaming passes via the MyUMobile App.

If you do not purchase any add-on roaming passes and continue using data roaming, your line will automatically subscribe to either the 24-Hour Roaming RM15 or 24-Hour Roaming RM38 pass, depending on your destination.

This is a chargeable service at RM15 or RM38 per day, per country.​ For more details, visit https://www.u.com.my/en/personal/mobile-plans/roam-travel/roaming#postpaid-roaming-plan

ULTRA WatchShare is available at RM18/month.

• Your smartwatch shares the same data quota as your main mobile line.
• When connected via Bluetooth to your phone, data usage will be deducted from your main plan.
• When your smartwatch operates independently (not connected to your phone), data usage is still deducted from your main mobile plan.

• No contract is required if you only subscribe to ULTRA WatchShare.
• A device contract applies if you purchase a smartwatch on instalment with this plan.

International roaming is currently not supported. While abroad, your smartwatch can still function via Bluetooth when paired with your phone.

1. Change mobile number: Reactivate ULTRA WatchShare with your new number.
2. Change smartphone: Simply re-pair your smartwatch with your new phone. No new subscription required.
3. Change smartwatch: ULTRA WatchShare supports one smartwatch at a time. Contact us to deactivate your old watch before activating the new one.

• If you terminate your main mobile line, ULTRA WatchShare will also be terminated.
• If your main mobile line is suspended, ULTRA WatchShare will be suspended as well.

Please disable the line you do not wish to pair during setup. Then proceed with pairing your smartwatch to the correct mobile number.

Yes. You may request to unsubscribe, suspend, or re-subscribe to ULTRA WatchShare through our branches or please contact U Mobile Customer Service.

Yes. Selected Smartwatches models are available with monthly instalment plans when bundled with ULTRA WatchShare.

Your ULTRA WatchShare fee waiver will appear as a discount or adjustment in your monthly bill for the first six months.

Yes, it is. All U Postpaid 38, 68 and 98 subscribers with eligible 5G mobile devices in the Live 5G areas can access and experience the 5G service.

We charge your voice and video calls based on a 30-second charging block. Unlimited calls are only applicable for local voices calls.

Yes, you can. Our U Postpaid plans are SIM-ready, allowing you to connect various gadgets such as tablets, dashcams, CCTV cameras, and more.​

• All Malaysians and foreigners above 18 years old can sign up for the U Postpaid 38, 68 or 98 rate plan. The plan is available for new registrations, mobile number portability (MNP) port-ins, prepaid-to-postpaid conversion and rate plan changes. 
• Non-Malaysian citizen is required to pay a refundable deposit of RM 500 per customer. U Mobile may from time to time change the deposit amount at our absolute discretion. 

They are our new 4G & 5G ready Postpaid subscription services with high-speed data quota per month with no speed cap. There are no extra charges when the data quota has been fully used. The Data speed will be throttled down to 512kbps upon full utilization of the Data quota.

From 23 October 2024 onwards, all new and existing U Postpaid 68 subs will enjoy free upgrade quota to 500GB.

• Malaysians and permanent residents of Malaysia are required to provide NRIC upon Postpaid registration.   
• Non-Malaysian citizen / foreigners are required to provide passports upon Postpaid registration.

• An Upfront advance fee is an advance payment that is equivalent to the monthly commitment you would make when you first sign up for any Postpaid or broadband plan. For example, the upfront payment for the Postpaid 38 plan will be RM38. This payment will be collected once you sign up for your chosen plan, and we will use it to offset your first monthly bill. It is not refundable. 
• You are required to make an Upfront advance fee when you register for a plan. Part or all of your first monthly bill will be deducted from this upfront payment. It will be shown in your first bill as an advance payment.

We will collect an Upfront advance fee upon your registration to the new rate plan, but we will not collect the stamp duty for your new rate plan.

• Yes, you will be automatically subscribed to e-billing upon signing up to U Postpaid 38, 68 or 98 which is free-of-charge. If you intend to change to a physical bill subscription, you can do so and will be charged monthly.  
• The monthly fee for Itemized bill is RM8, and the monthly fee for Non-itemized bill is RM5.

• U Postpaid 68 subscribers are able to sign up up to two(2) supplementary line, U FamilyShare ;
• U Postpaid 98 subscribers are able to sign up up to six(6) supplementary line, U FamilyShare ;
• U FamilyShare is not applicable for U Postpaid 38 subscribers.

No. All monthly bundled minutes and data are only available for domestic usage. However, different Postpaid plans come with different Roaming data quota. For more information, kindly check it out at https://www.u.com.my/en/personal/support/terms-conditions/postpaid/u-postpaid-roaming

You will receive an SMS notification when you have exceeded 80% and 100% of your allocated quota.

No, there will be no extra charges and your data will be throttled to 512kbps after exceeding your data quota.

Yes, your hotspot usage will be drawn from your monthly bundled Data.

Yes, U Postpaid 68 comes with free data for roaming in 3 countries, Singapore, Thailand and Indonesia. For more information, kindly check it out at https://www.u.com.my/en/personal/support/terms-conditions/postpaid/u-postpaid-roaming

Yes, U Postpaid 98 comes with 15GB of Free Global Roaming in over 60 destinations. For more information, kindly check it out at https://www.u.com.my/en/personal/support/terms-conditions/postpaid/u-postpaid-roaming

No, you will not be able to. You can only subscribe to the available Postpaid plans which include U Postpaid 38, U Postpaid 68 and U Postpaid 98.  

It is a 90-day period where Postpaid customers are subjected to post plan change. During this period, customers are required to stay on the same plan and can only downgrade or migrate to Prepaid after the 90-day period . Alternatively, customers may also upgrade to higher value plan to enjoy enhanced benefits or to sign up for a new device with U Mobile.

Updated: 5 September 2024

You can make calls to the following special numbers listed below:

Yes, U Postpaid 68 and U Postpaid 98 provide you with free data for roaming and unlimited incoming call with no additional charges in selected destinations while receiving calls in abroad.

Subscribers of U Postpaid 68 & U Postpaid 98 postpaid rate plan.

It is free of charge.

Yes, if you sign up U Postpaid 68 from 1st September 2023 onwards, you are allowed to use your monthly data quota when you roam in Singapore, Thailand and Indonesia with no additional charges.

No, they do not. 

No. The quota is exclusively for the principal line only.

Yes, you need to connect to our preferred roaming network when you are on data roaming on at selected destinations.

You may check your quota balance via the MyUMobile app, or by dialing *118*6#.

Yes, you will receive notifications when your quota data usage reaches 80% and 100% of your quota.

You will be automatically subscribed to 24 Hour-Roaming RM38 or 24 Hour-Roaming RM15 depending on the destinations you are in.

You may purchase our various multiday roaming passes to avoid daily charges and continue data roaming. Alternatively you may turn off “Data Roaming” in your phone settings before your free Data Roaming quota is exhausted.

Unlimited roaming incoming call is available with U Postpaid 68 & U Postpaid 98 postpaid rate plans.

It is unlimited, subject to the T&C on  https://www.u.com.my/en/personal/support/terms-conditions/postpaid/u-postpaid-roaming

No, outgoing voice call and SMS is not free during roaming.

New U Postpaid 68 users who signed up from 1 September 2023 onwards can utilise their FREE International Roaming quota & enjoy free incoming calls in Singapore, Indonesia and Thailand.​

U Postpaid 68 V1 users who signed up before 1 September 2023 & U Postpaid 98 users can utilise their FREE Global Roaming quota at 15GB/month & enjoy free incoming calls across over 60 destinations. Click here for more information on the over 60 destinations.​

You are still able to receive calls subject to the applicable charges imposed by the roaming operator you connect to which are accessible at https://www.u.com.my/en/personal/mobile-plans/roaming-idd/roaming-rates

Please refer here to check the available destinations to utilize the free internet quota on 5G.

Yes, U Postpaid 68 V1 and U Postpaid 98 provides you with 15GB global roaming and incoming calls with no additional charges in over 60 popular destinations.

There are no additional charges for data roaming or incoming calls in the selected over 60 destinations with U Postpaid 68 and U Postpaid 98.

No, they do not.

Unlimited roaming incoming international calls is available with U Postpaid 68 & U Postpaid 98 postpaid rate plans.

All incoming calls in the selected over 60 destinations are free of charge when you’re subscribed to U Postpaid 68 and U Postpaid 98.

Kindly check out the destination list in https://www.u.com.my/en/personal/support/terms-conditions/postpaid/u-postpaid-roaming.

• Malaysians or Permanent Residence above 18 years old can sign up for U Postpaid 38 (Lite) and U Postpaid 68 (Lite). The plan is available for new registrations and Prepaid to Postpaid plan upgrades only.
• Non-Malaysian citizen is not allowed to sign up this rate plan. 

It is the new 4G & 5G Postpaid subscription plans with designated high-speed data quota per month with no speed cap. There are no extra charges when the data quota has been fully used. The Data speed will be throttled down to 512kbps upon full utilization of the Data quota.

Yes, it is. All U Postpaid 38 (Lite) and U Postpaid 68 (Lite) subscribers with eligible 5G mobile devices in the Live 5G areas can access and experience 5G service.

You can sign up for U Postpaid 38 (Lite) and U Postpaid 68 (Lite) by visiting the nearest U Mobile Centre and dealer.

Transfer of ownership is not allowed for U Postpaid 38 (Lite) and U Postpaid 68 (Lite).

U Postpaid 38 (Lite) and U Postpaid 68 (Lite) are not eligible for U FamilyShare plan.

Yes, however, this change of rate plan is subject to U Mobile’s assessment and discretion.

Device bundle is eligible for non-lite plans only.

Malaysians and permanent residence of Malaysia are required to provide NRIC to sign up for Postpaid plans.

• Yes, you will be automatically subscribed to e-billing for free upon signing up U Postpaid 38 (Lite) and U Postpaid 68 (Lite). If you intend to change to a physical bill subscription, you can do so and will be charged a monthly fee.
• The monthly fee for Itemized bill is RM8, and the monthly fee for Non-itemized bill is RM5.

Monthly bundled unlimited calls & data of U Postpaid 38 (Lite) are only available for domestic usage. However for U Postpaid 68 (Lite) - 500GB are available for usage in Singapore, Indonesia and Thailand.

For more information on roaming usages, please visit our website at https://www.u.com.my/en/personal/support/terms-conditions/postpaid/u-postpaid-roaming

You will receive an SMS notification when you have exceeded 80% and 100% of your allocated quota.

No, there will be no extra charges and your data will be throttled to 512kbps after exceeding your data quota.

Yes, your hotspot usage will be drawn from your monthly bundled Data.

There is only one(1): 10GB at RM10.

There is only one(1): 5GB at RM5.

Subscribers of U Postpaid 38, 68, 98 and U FamilyShare line are eligible to purchase these new Boosters.

You can subscribe via MyUMobile App.

MyUMobile App

Step 1: Launch MyUMobile App > Log in to the MyUMobile App and tap on Add-Ons.

Step 2: Make A Purchase > Choose your desired Booster and tap on [Buy Now].

Step 3: Confirm Your Purchase > Confirm your purchase to start enjoying your Booster.

No, you may purchase it anytime but you’re encouraged to purchase Data Booster when you have completely exhausted your existing plan’s high-speed data because any remaining quota from Data Booster will not be carried forward to the next bill cycle.

There is a cooling period after every purchase. Please refresh to check again before you proceed with a second purchase.

You will receive a confirmation SMS upon successful purchase.

You may purchase as many as you want.

Your Booster will be valid until the end of your bill cycle.

Yes, the quota of the Boosters are shareable between Principal line and U FamilyShare™ lines.

Please turn off "Data Roaming" in your phone settings before your Free 15GB Data Roaming quota is exhausted.

There is no need to unsubscribe from UDR10 or UDR36 - it expires automatically.

You may check your quota balance via the MyUMobile app, or by dialing *118*6#.

Your account will be suspended up to a maximum of 30 days upon suspension request.

Your line will be reactivated automatically after 30 days from the date of suspension. A reactivation fee of RM10 (+6% service tax) will be charged to your next bill statement after reactivation.

Yes, we will continue to charge for the monthly subscription fee, monthly device instalments and any recurring charges despite the suspension of your account.

No. Your line status must be active in order to enjoy the rebate. Rebate will not be carried forward to the next month and will be forfeited.

Our U FamilyShare is a member line that can be tagged to a U Postpaid 68 or U Postpaid 98 line (principal line). All supplementary lines comes with unlimited calls and shares their principal’s data.

Shareable data is data that is shared amongst all the principal and supplementary lines that are in one single account. For example, if there is one(1) U FamilyShare tagged to a U Postpaid 98 principal line that comes with 1TB data, both the lines in the account will have a total of 1TB/1,000GB of shareable data to use.

If you are a U Mobile customer with an eligible U Mobile principal plan, U Postpaid 68 or U Postpaid 98, you can sign up for U FamilyShare.

One(1) U Postpaid 68 principal line can sign up to two (2) supplementary lines.
 

One(1) U Postpaid 98 principal line can sign up to six (6) supplementary lines.

Yes. You are allowed to change your supplementary line with a U Postpaid 68 or U Postpaid 98 as a principle line.

U FamilyShare is a prorated plan, so that the first month’s access fee will be prorated depending on your registration date.

You will receive an SMS notification when you have exceeded 80% and 100% of your allocated quota.

No, U FamilyShare’s monthly bundled minutes and Internet is only for domestic usage.

Suspension requests can be made through Service Centres, Selected Dealers, Contact Centres, Social Media or an email to customer service.

30 days from the date of suspension request.

Suspension requests can be made through Service Centres, selected dealers, Contact Centres, Social Media or an email to customer service. However, for USIM replacement requests, you are required to walk-in to a Service Centre & Premier Dealer to fill up the USIM Replacement Form and submit it together with a photocopy of your ORIGINAL identification document. A charge of RM10 (+6% service tax) applies for USIM replacement requests. 

Your account will be suspended up to a maximum of 30 days upon suspension request.

During the suspension period, customers may reach out to us via our Contact Centres, social media, direct email to our Customer Service or walk-in to any Service Centre & Premier Dealer for reactivation of your account. 

Your line will be reactivated automatically after 30 days from the date of suspension. A reactivation fee of RM10 (+6% service tax) will be charged to your next bill statement after reactivation.

Yes, we will continue to charge for the monthly subscription fee, monthly device instalments and any recurring charges despite the suspension of your account.

No. Your line status must be active in order to enjoy the rebate. Rebate will not be carried forward to the next month and will be forfeited. 

Mobile Number Portability (MNP) is the ability for customers to switch to a new mobile service provider, while retaining their existing mobile number.

“Porting” is the act of switching to a new mobile service provider without having changed one’s mobile number. The word porting is interchangeable with switching. Port-in is referring to a customer request to switch to a new operator and port-out is a customer leaving their existing operator.

Please DO NOT terminate your line with your current service provider as only active mobile numbers are allowed to switch to a new service provider.

You can switch to U Mobile via the following channels: 

1. Online Click here
2. Visit our branch or selected dealer. Click here

1. Settle all your outstanding bills with past and current service providers. 

2. Not blacklisted by any of the service providers. 

3. No contract with your current service provider.

4. Your current line has to remain active until the switching process is completed

5. Ensure that you are using the same ID (MyKad or old IC) that you use to register with your current service provider when you are registering with U Mobile. Here’s how you can check which ID you used for registration with your current service provider. Click here

Individual customer:

• MyKad / Police ID / Army ID / Passport. 

• For U Package registration, a copy of your latest Postpaid bill from your current service provider for Postpaid Customer.

• For International Roaming and/or IDD activations, past 2 months’ bills (1 month with International Roaming usage) or sign up auto-debit without paying deposit (RM100 deposit is required for new registration) or This is not required if you are switching to U Mobile Prepaid service.

Business / Corporate customer:

• Letter of authorisation from the company containing customer name, business registration number, account number from current mobile service provider.

No, you have to be present at our branch or dealer’ shop for a switching request.

The porting processes will take up to 2 working days for individual registration and up to 5 working days for business registration.

Yes, you can cancel before your port-in request is approved. There is no cancellation fee.

Switching request is free of charge.

You will get a new SIM card from U Mobile. Insert the U Mobile SIM card to your phone when you receive a confirmation from your current service provider that your current service is going to be terminated.

No, you can only port your number and not Value Added Services (VAS). If you want to have VAS, you need to subscribe with U Mobile. U Mobile is not obligated to provide identical VAS.

It is advised that you plan your request to port-in at least 14 working days before you travel or request to port-in after you are back in Malaysia to avoid service interruption. Please remember to request to activate International Roaming / IDD service upon registration.

Yes, you can port your number multiple times (subject to regulations and U Mobile Terms and Conditions). However, you cannot make more than one MNP request to multiple mobile service providers at the same time.

You can visit the Malaysian Communications And Multimedia Commission (MCMC) website at https://www.mcmc.gov.my/ for more information.

There is no contractual commitment for a port-in request itself. However, depending on the Postpaid plan that you choose, some may have contractual commitment.

Yes, you can request to port-in to any Postpaid plan and vice-versa.

Both principal and supplementary lines can port-in together. 
or 
If one of the supplementary line holders does not want to port-in to U Mobile: 
The principal and supplementary line holders must visit your current service provider together to complete the following: 

1. You as principal line holder to terminate the relevant supplementary line. 

2. The supplementary line holder who does not wish to switch to U Mobile will need to register as a principal account holder with your current service provider there and then, to avoid service interruption. You and your other supplementary lines that wish to switch to U Mobile can proceed with the port-in request once the process is complete.

You will have to pay your current service provider for any unbilled usage once you receive the invoice, even after you have successfully ported in to U Mobile. Otherwise, you will be blacklisted by your current service provider for non-settlement of outstanding bills.

You have the option to cancel your current contract. However, you need to settle all the remaining contractual obligations with your current service provider for early termination. Check with your current service provider what is required, e.g. 

1. When will your existing mobile service contract expire?
2. How much will you have to pay for early termination?

Refund requests are open to both current and former U Mobile customer account holders whose accounts have been deactivated but still maintain a deposit or credit balance.

No. Only the registered owner can submit a refund request.

No, the option to refund to a 3rd party is NOT permitted.

We recommend payment into a related active account as the preferred option.

Yes, both Malaysian and non-Malaysian customers can avail themselves of this refund option.

No, we only allow refunds in Ringgit Malaysia.

Refer to the final bill issued after the termination of your lines for information on your total credit balance.

Refund requests must be made within 3 months of the termination of all the postpaid lines or before your account is deactivated. 

After receiving the final bill, you can request a refund through the following methods:

- Call us at +6018 388 1318 

- Visit one of our Service Centres  

- Send an email to customer.service@u.com.my 

A representative from the U Mobile contact center will validate and gather necessary information, including your bank account number, to facilitate the refund process.

Expect your excess credit to be refunded within an eight-week period from the time of your request.

All Malaysians and foreigners above 18 years old can sign up for the Postpaid 38 rate plan. The plan is available for new registrations, mobile number portability (MNP) port-ins, prepaid-to-postpaid conversion and rate plan changes.

The monthly fee of Postpaid 38 is RM38 per month.

An upfront payment is an advance payment that is equivalent to the monthly commitment you would make when you first sign up for any postpaid or broadband plan. For example, the upfront payment for the Postpaid 38 plan will be RM38. This payment will be collected once you sign up for your chosen plan, and we will use it to offset your first monthly bill. It is not refundable.

You are required to make an upfront payment when you register for a plan. Part or all of your first monthly bill will be deducted from this upfront payment. When you receive your first month’s bill statement, you will only be required to pay the balance due under your first month’s bill statement. It will be shown in your first bill as an advance payment.

When you change your rate plan, we will refund you the advance access fee that you paid for your old plan, and charge the new advance access fee for your new rate plan to your bill statement. We will not collect the stamp duty and upfront payment for your new plan.

All voice and SMS allocation within the rate plan bundle will be prorated based on their activation dates. However, data allocation will not be prorated. This is not applicable for Share 20.

No. All monthly bundled minutes and data are only available for domestic usage.

We charge your voice and video calls based on a 30-second charging block.

You will receive an SMS notification when you have exceeded 80% and 100% of your allocated quota.

You can purchase the Data Booster Plan at only RM10/3days via the MyUMobile App / UMB once you have fully used your 30GB Internet quota.

No, there will be no extra charges and your internet speed will be throttled to 64kbps after exceeding the 30GB internet quota.

Yes, you will be automatically subscribed to e-billing upon signing up to Postpaid 38 which is free-of-charge. If you intend to change to a physical bill subscription, you can do so and will be charged monthly.

The monthly fee for Itemized bill is RM8, and the monthly fee for Non-itemized bill is RM5.

Yes, it is. All Postpaid 38 subscribers with eligible 5G mobile devices in the Live 5G areas can access and experience the 5G service. For more information, kindly visit https://www.u.com.my/en/personal/why-u-mobile/network/5g-for-u .

No, you will only be able to upgrade to other available postpaid plans.

If you are currently on a Postpaid P38 plan, you will automatically be upgraded to the new Postpaid 38 rate plan on 22 March 2022.

Effective 17th August 2022, subscribers will enjoy 30GB of high-speed data per month with no speed cap for mobile usage and an additional 5GB hotspot data.

The SMS rate is 3 sen /sms to U Mobile network and 8 sen /sms to any other network. However, effective 17th August 2022, the new rate will be 15 sen /sms to all networks.

Giler Unlimited GX55 is an upgraded postpaid plan automatically applied to all our loyal Giler Unlimited GX50 customers from 17 May 2024 onwards, without any action required from customers.

Giler Unlimited GX55 offers uncapped/high-speed Unlimited 5G & 4G Data, Unlimited Calls and 5GB hotspot for data sharing.

All loyal Giler Unlimited GX50 customers will enjoy the upgraded Giler Unlimited GX55 at the promotional price of RM50/mth until 20 June 2024. From 21 June 2024 onwards, Giler Unlimited GX55 will be priced at RM55/mth.

The Unlimited 5G & 4G Data comes with no speed cap. It can be used for all applications, including video and music streaming without any speed cap.

No, the Unlimited Data and Calls are available for domestic usage only. Standard IDD rates and roaming charges apply for overseas usage.

Giler Unlimited GX50 will be discontinued from 17 May 2024. As a loyal customer, you will automatically enjoy the upgraded benefits of Giler Unlimited GX55 (Unlimited 4G & 5G Data at uncapped speed, Unlimited Calls and 5GB hotspot) at a promotional price of RM50/mth until 20 June 2024.

The Giler Unlimited GX55 SIM card can only be used on a smartphone.

There is no data quota cap for the Giler Unlimited GX55 rate plan.

There is no data quota cap for the Unlimited 4G & 5G Data allocation, so the Internet speed will remain at full speed.

The Unlimited Data is designed for personal use on your own smartphone only. However, the Giler Unlimited GX55 plan also comes with 5GB of hotspot data that you can share with other devices.

You can purchase additional hotspot data via the MyUMobile App once you have used up the 5GB hotspot data quota.

You can purchase a Hotspot Booster at RM5 and get 5GB.

No data quota will be prorated based on the activation date.

You can dial *118*7*4# to check your data and call usage.

Yes you can, by following the steps below:

Step 1: Go to Settings > Personal Hotspot

Step 2: Select APN, and key in [my3g]

Username : <Leave blank. No need to fill> 
Password – <Leave blank. No need to fill>

Giler Unlimited GX68 is a postpaid plan that offers Unlimited 4G & 5G Data, Unlimited Calls and 50GB hotspot data for all usages.

The Unlimited 5G & 4G Data comes with no speed cap. It can be used for all applications, including video and music streaming without any speed cap.

The monthly access fee for Giler Unlimited GX68 is RM68.

The Giler Unlimited GX68 SIM card can be used on a smartphone only.

The Unlimited Data is meant for personal use on your smartphone, but you can tether your 50GB hotspot data to other devices. Once the mobile hotspot data quota has been fully utilised, your data speed will be managed.

No. Giler Unlimited GX68 is only available as a stand-alone principal line with no member lines.

All Unlimited Data and Calls are available for domestic usage only. Standard IDD rates and roaming charges apply.

You can purchase the Hotspot Booster at RM5 to enjoy an additional 5GB for 2 days.

There is no data quota cap for the Giler Unlimited GX68 rate plan.

There is no data quota cap for the Unlimited 4G & 5G Data allocation, so the Internet speed will remain at full speed.

You will receive an SMS notification when you have used up 80% and 100% of your 50GB hotspot data quota.

Yes you can, by following the steps below:

Step 1: Go to Settings > Personal Hotspot

Step 2: Select APN, and key in [my3g]

Username – <Leave blank. No need to fill>
Password – <Leave blank. No need to fill>

No. There is no contract for P99 Biz.

The P99 Biz SIM card is designed for smartphone usage only.

Yes. The P99 includes 30GB free for mobile hotspot usage with no speed cap.

You can continue to use your mobile hotspot at a reduced speed of up to 512kbps.

Yes, you can sign up for a maximum of 3 Share 20 member lines.

You may share up to 30GB of data with your Share 20 member lines. However, please note that this data will be taken from the principal line’s free 30GB mobile hotspot data.

If you currently have a Share 50 line and wish to retain a share line under your new P99 account, you are required to convert the Share 50 line to a Share 20 plan. If you currently have a Share 20 line, you may carry forward this line to your new account.

No. All unlimited data and calls are available for domestic usage only. Standard IDD rate and roaming charges apply.

Roam-Onz provides customers with 3GB of free data roaming for use in 12 popular destinations. Click here for more info.

No. You are not able to opt out from this free service.

Yes you can, by following the steps below:

Step 1: Go to Settings > Personal Hotspot

Step 2: Select APN, and key in [my3g]

Username – <Leave blank. No need to fill>
Password – <Leave blank. No need to fill>

All Malaysians and foreigners above 18 years old can sign up for HERO Postpaid Plans. The plans are available for new registrations, mobile number portability (MNP) port-ins, prepaid-to-postpaid conversions and rate plan changes.

*Foreigners and permanent residents (PR) are required to make an upfront payment and an additional RM500 deposit upon sign-up.

You are required to make an upfront payment when you register for a plan. Part or all of your first monthly bill will be deducted from this upfront payment. When you receive your first month’s bill statement, you will only be required to pay the balance due under your first month’s bill statement.

An upfront payment is an advance payment that is equivalent to the monthly commitment you would make when you first sign up for any postpaid or broadband plans. For example, the upfront payment for a P99 plan will be RM99. This payment will be collected once you sign up for your chosen plan, and we will use it to offset your first monthly bill. It is not refundable.

You can see your advance access fee in your first monthly bill, and it is refundable once you request to terminate our services. If you have outstanding payments when you submit your service termination request, we will use your advance access fee to offset them before refunding the balance.

When you change your rate plan, we will refund you the advance access fee that you paid for your old plan, and charge the new advance access fee for your new rate plan to your bill statement. We will not collect the stamp duty and upfront payment for your new plan.

All voice and SMS allocation within the rate plan bundle will be prorated based on their activation dates. However, data allocation will not be prorated. This is not applicable for Share 10 and Share 20.

You will receive an SMS notification when you have exceeded 80% and 100% of your allocated quota.

If you currently have a Share 50 line and you wish to retain a share line under your new P79 account, you are required to convert to a Share 20 plan. If you currently have a Share 20 line, you may carry it forward to your new account.

No. All monthly bundled minutes and data are only available for domestic usage.

We charge your voice and video calls based on a 30-second charging block.

Our HERO Plus Plan is a member line that can be tagged to a principal line. All member lines have their own minutes and are able to share their principal's data.

The Share 20 member line comes with the following benefits:

Shareable data is data that is shared amongst all the principal and member lines that are in one single account. For example, if a Share 50 member line that comes with 3GB data is tagged to a P99 principal line that comes with 30GB data, all the lines in the account will have 33GB of shareable data to use.

If you are a U Mobile customer with an eligible U Mobile principal plan (i.e. HERO Plan), you can sign up for HERO Plus member lines.

Each principal line can sign up up to three member lines.

Yes. You are allowed to downgrade or upgrade your member line.

For Share 20, the monthly access fee will be charged in full.

An upfront payment is an advance payment that is equivalent to the monthly commitment you would make when you first sign up for any postpaid or broadband plans. For example, the upfront payment for a P99 plan will be RM99. This payment will be collected once you sign up for your chosen plan, and we will use it to offset your first monthly bill. It is not refundable.

You can see your advance access fee in your first monthly bill, and it is refundable once you request to terminate our services. If you have outstanding payments when you submit your service termination request, we will use your advance access fee to offset them before refunding the balance.

All voice and SMS allocation within the rate plan bundle will be prorated based on their activation dates. However, data allocation will not be prorated. This is not applicable for Share 10 and Share 20.

All calls made within the U Mobile network or to other networks will first utilise the ALL Network bundle. Once the ALL Network bundle is used up, calls within the U Mobile network will utilise the FREE On-Net bundle, and calls to other networks will be charged pay-as-you-use rates.

You will receive an SMS notification when you have exceeded 80% and 100% of your allocated quota.

When you upgrade or downgrade your rate plan, we will refund you the advance access fee that you paid for your old plan, and charge the new advance access fee for your new rate plan to your bill statement. We will not collect the stamp duty and upfront payment for your new plan.

No.

No. Bundled minutes and Internet (except for P79 Biz, P99 Biz, i90, i30, UD90 and UD130, which comes with roaming data) are only available for domestic usage.

We charge your voice and video calls based on a 30-second charging block. This applies if you make calls to U Mobile as well as other networks.

Share 20 is a non-prorated plan, so the first month’s access fee will be charged in full.

You will no longer enjoy Roam-Onz Global™ if you change your rate plan.

Unlimited HERO P139 is a postpaid plan that provides worry-free connectivity with Unlimited Data High Speed Data with HD Video Streaming, Unlimited Calls, free Roam-Onz Global™ data for roaming across 5 continents in 36 destinations., and a hotspot data quota of 50GB that can be shared with up to 3 member lines.

Customers who sign up for Unlimited HERO P139 during the promotion period will get 3GB of Roam-Onz Global™ (applicable across 5 continents in 36 destinations) to roam around the world for FREE, for 24 months from the month of activation.

This promotion is available to new, existing and port-in customers; and open to all Malaysians and Non-Malaysian citizens above 18 years old. Non-Malaysian citizens are required to pay a RM500 deposit upon sign-up.

You will enjoy FREE Roam-Onz Global™ for 24 months if you change your existing rate plan to Unlimited HERO P139 during the promotion period.

Roam-Onz™ covers 12  destinations across Asia and Australia. Roam-Onz Global™ covers 36  destinations across 5 continents in Asia, Africa, North America, Australia and Europe.

Unlimited HERO P139 lets you enjoy a better viewing experience with high-definition streaming.

If you currently have a Share 50 line that you wish to retain under your new Unlimited HERO P139 account, you are required to convert it to a Share 20 or GX50 plan. If you currently have a Share 20 line, you may carry it forward to your new account.

No, there is no contract for Unlimited HERO P139.

Contract freedom allows you to terminate your service at any time. However, if you terminate or downgrade your current plan, or change to another rate plan before your commitment period expires, the following will apply:

1. For customers who have paid the upfront payment amount (not entitled to the upfront payment waiver), your remaining monthly subsidy rebate will be forfeited.

2. For customers who are entitled to the upfront payment waiver, you are required to refund the balance of the device subsidy (upfront payment). The balance of device subsidy will be calculated as per the following: 

• Subsidy amount (upfront payment) / commitment period x remaining number of months. The remaining number of months will include the month during which you terminated the service.
• For example, if you have signed up for an iPhone XS with Unlimited HERO P139, and terminate on the 7th month, you are required to refund RM1,056 / 24months x 18 months = RM792.

3. For UPackage subscribers who wish to terminate or opt for an early settlement of their UPackage plan, you will need to pay off the remaining device balance. This is equivalent to the device selling price minus the total instalments paid. 

• For example, the U Mobile Selling Price for Apple iPhone XR 64GB is RM3,270. If you terminate your service on the 7th month, you would have been billed 8 times for the device instalment. The remaining device instalment balance amount to be paid off would be: RM 3,270 – RM920 (RM115 x 8 instalments billed) = RM2,350.

Yes you can, by following the steps below:

Step 1: Go to Settings > Personal Hotspot

Step 2: Select APN, and key in [my3g]

Username – <Leave blank. No need to fill>
Password – <Leave blank. No need to fill>