Yes, you need to be at least 18 years old to register a postpaid line in your own name.

From 28 February 2026, IMDA requires that each individual in Singapore can hold up to 10 postpaid mobile lines in total across all telcos.

You can check the number of postpaid lines registered to your NRIC/FIN using IMDA’s official tool at https://go.gov.sg/SimCardHowMany.

Your application will not be approved. Telcos are required to verify your line count across all operators before allowing new registrations.

We offer customisable SIM plans, allowing you to build a plan that best suits your needs. The minimum SIM plan depends on the type of service: 4G standalone SIM: From $10/month 5G standalone SIM: From $15/month 4G or 5G SIM bundled with a device: From $15/month during the contract period

Sign up through our app or website. Pick your plan, customise it, and complete SingPass verification. Once verified, your SIM is activated.

Yes. Please ensure that the NRIC details used for the port-in match the details provided during sign-up on the app.

You may register up to 10 postpaid mobile lines in total across all operators in Singapore, as required by the Infocomm Media Development Authority (IMDA). This limitation takes effect from 28 February 2026.

Yes, you can downgrade your SIM plan as long as the minimum plan price is met. If you’re under a device contract, you’ll need to stay at or above the minimum plan required until the contract ends.

If you’d like to subscribe to a device, you’ll need to sign up for a SIM plan of $15 or above. This is the minimum plan required to qualify for a device bundle.

SIM bundled with a device subscription has a 24‑month contract, shown during sign up. After the contract ends, your SIM plan will continue as a normal SIM plan without contract.

Don’t worry — you can request a replacement SIM through our app or customer support. Your number and plan will stay the same, and we’ll get you connected again quickly.

No. SIM plans are non‑transferable and must stay under the registered account holder’s name.

Yes. You can temporarily freeze your SIM plan if you don’t need it for a period of time. While your line is frozen, your mobile service will be inactive, but you’ll still need to make your monthly subscription payment. When you’re ready to resume using your line, simply unfreeze it in the app under “Manage Lines”, and your service will be restored.

After you sign up, we’ll send your physical SIM card to you. Once you receive it, insert the card into your device and enter the activation code we send to your registered email. Your SIM plan will then be ready to use.

Yes. During sign‑up, you can select a physical SIM (delivered to you) or an eSIM (installed instantly through the app). Please note that eSIM is only supported on compatible devices — check your phone’s settings or manufacturer’s website to confirm.

Most newer smartphones, tablets, and wearables support eSIM. Check your device settings or the manufacturer’s website to confirm compatibility.

Go to your phone’s settings and look for “SIM” or “Cellular.” If you see an option to add an eSIM, your device is compatible.

Yes. During sign‑up, provide your current mobile number and account details. Once verified, we’ll transfer your number to your new SIM plan.

Port‑in usually completes within 3–5 working days. We’ll notify you once it’s successful.

There are several reasons why your port-in request may not be successful. The most common reasons include, but are not limited to, the following: ✅ Information mismatch The details you provided may not match the records with your current telco. This could include your name, NRIC or FIN details. Please contact your current telco to verify that your information is accurate and up to date. ✅ Outstanding balance or existing contractual commitment You may have an outstanding bill with your current telco or still be within your existing contract period. Please contact your current telco to settle any outstanding matters or make the necessary arrangements. ✅ Port-in number is inactive Your mobile number may have been suspended or terminated by your current telco. An inactive number cannot be ported to us. Please contact your current telco to reactivate or resolve the status of your number. Please ensure that all port-in requirements are met before submitting your request. Swap Mobile is not responsible for any delays or rejected port-in requests arising from unmet requirements. Any prorated charges, advance payments or applicable usage charges will not be refunded in such circumstances.

Yes. You can upgrade or downgrade your SIM plan through the app or customer support.

Go to the app under “Manage Plan” and select the option to upgrade or downgrade. Changes will take effect in your next billing cycle.

Yes, you can cancel your SIM plan together with the Device subscription during the contract period. However, an early termination fee will apply.

Yes, you can change your SIM plan while on a device contract, as long as you stay at or above the minimum plan required.

Calls, SMS, and data are customisable. You only pay for what you choose. When your selected data quota runs out, data usage will pause automatically to prevent extra charges. You can resume anytime by purchasing an add‑on.

You can purchase add ons anytime through the self‑care app.

Yes. You can purchase add‑ons anytime through the app. They’ll be applied instantly to your plan.

Yes. You can manage multiple SIMs under one account in the app. Each SIM will have its own plan.

Your SIM line may be suspended if there are unpaid renewals, regulatory requirements, or misuse of service. Once the issue is resolved, your SIM can be reactivated.

Your SIM may be terminated for reasons such as: prolonged inactivity or non‑renewal (for standalone SIM) over 60 days; completion of SIM termination request; regulatory or verification requirements. Termination is permanent and cannot be reversed once completed.

Standalone SIM: You can terminate your subscription by turning off auto-renewal. Your subscription will remain active until the end of the current billing cycle.

Before using data roaming overseas, please make sure you have an active roaming add-on for the country you’re visiting. Please also check the following settings: -Enable Mobile Data and Data Roaming on your mobile device. -Check that your Access Point Name (APN) is set to shwap. -In the SWAP app, go to Roaming & IDD and make sure Roaming is turned on. If your phone does not connect to a roaming network automatically, you can manually select a network operator from the available network list to connect to an overseas mobile network.

Once the device contract ends, your SIM plan will continue as a normal SIM plan without contract.

Restart your device and check your settings. If it still doesn’t work, contact Customer Service for help.

Once your service has been restored, please turn Airplane Mode on and off, or restart your device. This will help your device reconnect to the mobile network

Block Overseas Calls / SMS is a service that blocks incoming international calls and SMS to your mobile number. It is designed to help protect you from unwanted overseas communications as part of anti-scam measures.

Simply log in to the Swap Mobile app, go to Profile > Roaming & IDD, and toggle the respective services ON or OFF to activate or deactivate them.

Screen Crack Protect is available to all Swap Mobile customers who have registered for one active SIM-only plan and on a selected device model launched within the past 3 years to be eligible. Please note that only one device can be registered for each SIM only plan.

No, please refer to the list of authorised service repair centers under our "Locations" section on the website. On the top navigation bar, hover over "Help" > click on "Locations" > click on "Authorised Device Repair Service Centres". Only repairs made from authorised centres will be accepted for claims.

Be a Swap Mobile customer. Go to Swap Mobile app > Device Protection > My Device Protection > To Activate (View More) > Device Look Up. Insert your device IMEI.

Simply subscribe to a SIM plan and you're automatically eligible for Screen Crack Protect.

Log in to the Swap Mobile app, click on Device Protection, then View More. You may click Service Request to submit a service request, and our customer service team will contact you to process your claim. For Screen Crack Protect service requests: If your device is eligible and coverage is active, you may select a reimbursement claim and have your device screen repaired by our authorised device repair service centres. Document submission (repair jobsheet, invoice) will be necessary for claim processing. If you cannot access Swap Mobile or are unable to log in, please contact Swap customer service at 65326833.

A cancellation is a process initiated by users should they no longer require the service. Termination is a process initiated by Swap Mobile should there be a breach of Terms or failed payments. Once a subscription is terminated by Swap Mobile, users may not resubscribe to any plans using the same IMEI as the terminated device.

A device subscription lets you use a device with a monthly fee over a fixed contract period, with options to upgrade or own the device at the end.

Eligibility depends on your account status and credit assessment. You’ll see available options in the app.

Yes. A valid SIM plan is required to start a device subscription.

No. Device subscriptions are bundled with our SIM plan and cannot be separated during the contract period. However, you can port in your existing mobile number to the bundled SIM plan when you subscribe.

Yes. You can port-in your existing mobile number when starting a device subscription, subject to eligibility and terms.

Yes, you may upgrade your SIM plan within contract period but downgrades below the minimum $15 SIM plan are not available during the contract period.

Even if the SIM is not actively used, the SIM plan will continue to auto‑renew and your device subscription payments will continue until the contract ends or is fully settled.

You can start directly in the app by selecting your preferred device and SIM plan.

Devices are shipped after your subscription is approved. Delivery usually takes 2-3 working days, and you’ll get order details by SMS and email.

Yes. You can upgrade to a new device via the app after completing at least 6 months of your current device subscription. Your device subscription will restart with a new 24-month contract.

No. Device subscriptions are non‑transferable and must stay under the registered account holder’s name.

Your subscription will continue on a month-to-month basis until Month 24. From Month 25, you can choose from the following options: Decide later: Continue your subscription after Month 24 with no immediate commitment. Each monthly payment goes directly toward reducing your device's ownership fee. Once the ownership fee is fully paid, ownership of the device is automatically transferred to you. Return and upgrade: Return the device and switch to another device with a new 24-month subscription.

Yes. You can upgrade to a new device via the app after completing at least 6 months of your current device subscription. Your device subscription will restart with a new 24-month contract.

All subscribed devices come with mandatory Swap Protect. If your device is damaged or lost, you can submit a service request under “Manage Device” in the app. Please note that service request fees may apply, and the applicable terms and charges will be shown in the app at the time of your request.

Yes. You can request an upgrade to a new device via the app once you have completed at least 6 months of your subscription.

You can view all your subscription details in the app under “Manage Device”.

If you need to return your device, such as for an upgrade or termination, our courier partner will pick it up from you within 2–3 working days. Simply have the device ready for collection.

Yes. You can have up to two device subscriptions under your account, subject to terms and conditions. Each subscription is managed separately in the app, and approval depends on your eligibility and credit assessment.

Devices under subscription are locked to ensure compliance with contract terms. The lock will be removed once the subscription is completed or the device is fully owned.

Your device may be locked if your subscription is suspended due to overdue payments or account issues. The lock will be lifted once payment is made and your account is reinstated.

As part of our quality assurance process, selected devices may undergo a random quality control (QC) inspection before dispatch. This may require us to open the original packaging and/or manufacturer seal to verify the device and its condition. As a result, you may occasionally receive a device where the original packaging is no longer sealed. Please be assured that an opened seal due to our QC inspection does not mean that the device is pre-owned or previously used. The inspection is carried out to help ensure that your device is in good condition before it is delivered to you.

You can pay with your credit or debit card or digital wallet. For SIMs bundled with a device, your payment details are securely saved and your subscription renews automatically, ensuring uninterrupted service.

Yes. Early renewal is allowed and recommended, especially for SIM plans tied to a device subscription, to avoid service interruption.

If your SIM is bundled with a device subscription: the SIM plan is automatically renewed together with the device subscription using your saved payment method. This ensures uninterrupted service throughout the contract period. During the contract, the SIM plan and device subscription are billed together and cannot be paid separately.

No. For device subscriptions, the SIM plan is part of the bundle and will remain active and auto‑renewed until the device contract ends or is fully settled.

If payment isn’t received by the due date, your SIM plan will be suspended. Once payment is made, your service will be automatically restored.

Subscription fees are billed monthly together with your SIM plan renewal fees

Payments are made monthly using your saved credit or debit card. They’re charged automatically so your subscription continues without interruption.

If you miss a payment, you’ll receive a notification via the app with instructions to settle the outstanding balance. Your subscription may be suspended until payment is made. Continued non‑payment could lead to termination of your subscription and the device being required to be returned.

Data roaming lets you stay connected to the internet when traveling outside your home country. Your phone connects to our partner networks overseas so you can use mobile data.

Data roaming is enabled by default. You can manage it anytime in the app or portal under My Profile → Roaming & IDD. If you prefer not to use data while abroad, you can switch it off there.

Our SIM plans come with data roaming. Check the app for the latest plan bundles and available roaming add-ons, which you can purchase directly through the app. Data roaming availability and charges vary by country and mobile operator.

Yes. We offer data roaming add-ons that give you flexibility while traveling. You can browse and purchase available add-ons directly in the app under the Roaming section.

When you arrive overseas, your phone will automatically connect to a partner network. You may receive a welcome SMS confirming that data roaming is active if you have a roaming add-on and roaming settings are enabled.

We offer roaming call add-on if the destination country's network partner support VoLTE.

You can check VoLTE support in the Roaming section of our app or portal. The list of partner networks will show whether VoLTE calling is available in your destination country. If VoLTE is supported, you may be able to make calls while roaming; otherwise, only data roaming will be available.

If data roaming doesn’t connect, restart your phone, check that roaming is enabled in both your device settings and the app, and try manually selecting a partner network from your phone’s list. If it still doesn’t work after these steps, please contact customer support for assistance.

Data roaming is available in most destinations through our partner networks. Coverage may vary by destination and operator, so please check the Roaming section in the app for the latest supported destinations.

You can view your data roaming usage in the app under Usage Details — simply tap View All Usage to see the breakdown of your roaming activity.

Yes, you may receive a welcome SMS when you arrive overseas, and if you have a roaming add-on, we will send usage alerts when you reach certain percentages of your data quota to help you keep track while traveling.

You can manage data roaming anytime in the app under My Profile → Roaming & IDD. Simply toggle roaming off before you travel if you don’t want to use it, and toggle it back on when you need to re‑enable the service.

Your roaming add-on is valid for the duration specified at purchase, and you can check the exact expiry date and time in the app under Usage Details → View All Usage.

Once your roaming add-on expires or you use up the allowance, data roaming will stop automatically, and you will need to purchase a new add-on in the app to continue using the service.

International Direct Dialing (IDD) is a service that lets you call overseas numbers directly from your mobile, without needing operator assistance, by using the international prefix and country code.

IDD is automatically enabled on your line, and you can manage it anytime in the app under My Profile → Roaming & IDD

IDD call charges vary by destination country. IDD add-on are available for selected countries and purchased directly in the app.

Dial IDD prefix (018) , followed by the country code, area code (if applicable), and local number. For example, to call London, dial 018 44 20 XXXXXXXX.

You can check your IDD call usage in the app under Usage Details → View All Usage, where you’ll see a breakdown of your international calls and any add-on balances.

If you subscribe to an IDD package, you will receive usage alerts when you reach certain thresholds of your call allowance, helping you keep track of your balance while making international calls.

You can manage IDD anytime in the app under My Profile → Roaming & IDD, where you simply toggle the service off if you don’t want to use it and switch it back on when you need to make international calls again.

Your IDD package is valid for the duration stated at purchase, and once it ends or the allowance is fully used, you will need to buy a new package to continue making international calls.

Yes. Receiving international calls follows your local incoming call rules, so you can answer them just like any other call.

Your IDD call is successful once you hear the ringing tone after dialing, which means the call has been connected through the IDD service.

If you do not have an active IDD add-on, your international call will not be connected. To make IDD calls, you need to purchase a add-on first in the app.

Yes, you can purchase more than one IDD add-on if the countries you want to call are in different zones. Each add-on will apply to its respective zone, and you can manage them directly in the app.

Swap Protect is a device protection plan that provides protection against certain types of damage not covered by the manufacturer's warranty (e.g., theft, accidental liquid damage, or physical damage). Current available plans are Screen Crack Protect and Protect Pro.

Swap Protect is available to all Swap Mobile customers who have at least one active SIM-only plan and a selected device model launched within the past 3 years to be eligible. Please note that only one device can be registered for each Swap Protect plan.

No. For now, only SIM-enabled smartphones listed in the eligibility list are accepted.

Be a Swap Mobile customer. Go to Swap Mobile app > Device Protection > Select any Swap Protect Plan > Device Look Up. Insert your device IMEI.

Swap Protect covers: • Screen Crack • Accidental Damage, including Liquid Damage • Attended Theft

Simply subscribe to a SIM plan or purchase a device from Swap Mobile, and you can add on a Swap Protect plan.

There are two types of fees: a. Subscription Fee – Charged as per your selected billing cycle, billed to your preferred payment method. b. Service Request Fee – Charged each time you request a repair service, if applicable, paid as a one-time payment as guided by our customer service team.

Please contact Swap customer service at 65326833 if you would like to cancel your Swap Protect plan.

Your device remains protected under the Swap Protect program until the next billing cycle. Claims will need to be submitted within 7 days of the incident OR before the next billing cycle. After the end of the next billing cycle from the date of cancellation, your device is no longer protected and you are not entitled to file a claim.

If you are entitled to Screen Crack Protect, you can re-enrol with the same IMEI (same device), provided no claims have been made within the 12-month period prior to sign-up. However, Swap Protect Pro cannot be re-enrolled once it is cancelled.

You must provide proof of device exchange from the manufacturer upon service request. Without this proof, your service request will be rejected, as your new device will not be automatically enrolled under Swap Protect. However, you may re-enroll your new device under Swap Protect, subject to enrolment conditions.

Plan upgrades or downgrades will be available at a later date.

Log in to the Swap Mobile app, click on Device Protection, then View More. You may click Service Request to submit a service request, and our customer service team will contact you to process your claim. For Swap Protect Pro service requests: If your device is eligible and coverage is active, you may select repair, exchange, or replacement under specific conditions. A corresponding service request fee and/or document submission will be necessary for claim processing. For Screen Crack Protect service requests: If your device is eligible and coverage is active, you may select a reimbursement claim and have your device screen repaired by our recommended service partner. Document submission (repair jobsheet, invoice) will be necessary for claim processing. If you cannot access Swap Mobile or are unable to log in, please contact Swap customer service at 65326833.

A cancellation is a process initiated by users should they no longer require the service. Termination is a process initiated by Swap Mobile should there be a breach of Terms or failed payments. Once a subscription is terminated by Swap Mobile, users may not resubscribe to any plans using the same IMEI as the terminated device.

To trade in with Swap Mobile, you must: • Be the account holder with a valid login ID to the Swap Mobile app. • Have an active Swap Mobile SIM service.

We accept most smartphones sold in Singapore in good condition. All we need is the device IMEI and model capacity/colour to determine its eligibility.

If you are eligible, you can access Swap Trade In by logging into the Swap Mobile app – Trade In.

As a Swap Mobile customer, simply answer a few questions regarding the brand, model, and condition of your current smartphone. Once you enter the IMEI number, we'll provide an estimated trade-in value that you can use as credit to enjoy our services once the trade-in is successful. You can also opt to have the trade-in value credited to a Singapore bank account owned by you.

Get a trade-in value quotation. Be a Swap Mobile customer and log in to the Swap Mobile app. Go to Trade In. Begin the trade-in by selecting your device model, keying in the device IMEI, checking eligibility, and providing a self-assessment and declaration to get an estimated trade-in value quotation. Back up and erase all personal data. Before trading in your old device, back up the device and perform a factory reset before handing it over to us. Trade In. Once the above steps are done, we will arrange a pick-up to collect your device. Upon evaluation, we will confirm the trade-in value. You may accept or reject the final trade-in quote, and you will receive your trade-in value accordingly.

No, only one (1) device can be traded in per session.

It depends on the device, model, manufacturer, and condition. Answer a few questions accurately, and once we receive the device within the specified time frame and verify its condition, you'll most likely receive the fair amount we quoted. Keep in mind that we need to receive your trade-in device within 7 working days of your trade-in request, and the condition of your device needs to match what you told us.

Once we have evaluated your device and you have accepted the trade-in offer, the agreed trade-in value will appear as a Swap wallet balance or be transferred to your bank account within 14 business days.

Generally, it takes 2–3 weeks. We will need to collect your trade-in device within 7 days. The sooner we receive your trade-in, the sooner we can verify its condition and process your credit. It may take 14 business days for your credit to be processed.

Your trade-in estimate is valid for 7 days. It's important that we receive your trade-in within this time frame to ensure that you get the estimated value.

If your device has not been collected, you can cancel your trade-in by simply keeping your device and calling our customer service to cancel the pick-up. If you've already sent us your device, the trade-in can't be cancelled. However, if you receive a lower revised trade-in value after we've inspected your device, you can choose to reject it.

If the condition of your device differs from what you described, we'll provide a revised value. If the revised value is lower than the initial estimate, you can either accept or reject it. If you accept it, we'll continue with the trade-in and the revised amount will be credited to your preferred payment method. If you reject it, we'll cancel the trade-in and return your device.

Reach out to our customer service by calling 65326833.