FREQUENTLY ASKED QUESTIONS

• 1. What is Account Balance?

Account Balance refers to your charging account for SIMBA Mobile services. With credits in your Account Balance, you can do the following:

• Renew your SIMBA Mobile Plan
• Deduct for excess charges to avoid service disruption
• Make IDD calls from as low as 1¢ per 30 seconds
• Purchase additional roaming data
• 2. How do I check my Account Balance?

Download TPG SG App or My Account to check your Account Balance. Just key in your SIMBA number and the OTP sent to you to access your SIMBA Account.

• 3. How do I recharge my Account Balance?

You can recharge your Account Balance using SIMBA Online Recharge via QR code (PayNow/GrabPay/GooglePay), My Account or TPG SG App via credit/debit card (Visa, Mastercard, AMEX). For cash options, you may visit any SIMBA Service Centres or Authorised Dealers. To find the nearest SIMBA shops around you, simply SMS <TPG> to 1218. This service is free and valid for all SIMBA customers.

The recharge denominations available are $5, $10, $20, $50, $100 or $200

• 4. Is there an expiry date or maximum value in the Account Balance?

You can recharge your Account Balance as much as you want. The value in Account Balance has no expiry date as long as your SIMBA SIM is active. Do note that credits in Account Balance are non-refundable.

• 5. How do I reset my password to My Account?

Click 'Forget Password?' in My Account, a password reset link will be sent to you via SMS and/or email. Note that this link can only be used once and it expires after 24 hours.

• 6. How can I update my personal data?

To change your payment method, please log in to My Account. To update personal data, such as your address or identification details, please fill in the form here and email it to dpo@simba.sg.

Your request must be sent from your registered email address for your account. Please ensure that you include the following supporting documentation:

• For a change of NRIC / FIN card details or email address: an electronic copy of your ID document
• For a change of billing address: an electronic copy of a utility bill (e.g. home broadband, electricity, mobile phone) or Title Deed or Tenancy Agreement in your name
• Do not forget to include a copy of your signed Change of Personal Data Request Form
• 7. Can I transfer ownership for my SIMBA services?

We do not support the transfer of ownership for all SIMBA services at this moment.

• 8. How can I contact SIMBA Customer Service?

You may contact us at the following email addresses:

• support@simba.sg
  (general inquiries and other service-related questions)
• service@simba.sg
  (account termination/cancellation)
• dpo@simba.sg
  (change of personal data)
• TPG Seniors Hotline - 6920 0000
  (Monday - Friday | 10 am - 6 pm | except weekends and PH)
• TPG Service Centres:
• Collection - simba.sg/collect
• Walk-in - simba.sg/walk-in
• 9. What should I do if I wish to terminate my mobile service with SIMBA?
• For termination, please fill-up the form here and send it to service@simba.sg
• We will acknowledge your request within 2 business days and process it within 7 business days if there are no outstanding dues
• For cases requiring more than 7 business days, we will advise on the timeline and the reason(s) for the extension
• We will not charge you for the next 30-day cycle if the termination request is submitted at least 7 business days before the end of billing cycle (day 30)

*Alternatively, termination requests can also be done at our SIMBA Service Centre at Orchard Central or Kaki Bukit (Techview).

• 10. Is SIMBA ISO certified?

ISO certification is a seal of approval from a third party body that a company runs to one of the international standards developed and published by the International Organization for Standardization (ISO). Please find our certifications below:

• ISO 27001:2013
• ISO 22301:2019

TPG SIM Card

• 1. Where can I pick up and activate my SIM card?

For 50GB SIM Only Plan, 80GB SIM Only Plan, or Seniors Plan customers, click here for the locations. For 50GB Prepaid Plan, you have to purchase it personally from our SIMBA Service Centre with your ID document.

• 2. Can I get someone to pick up the SIM card on my behalf?

You can authorise a proxy to pick up your SIM card on your behalf by completing and signing the form here. Your proxy must bring the following documents:

• Original ID document of the appointed proxy (eg. NRIC/FIN/Passport etc.)
• Original ID document of the account holder (eg. NRIC/FIN/Passport etc.)
• Authorisation letter duly signed by the account holder (Hardcopy Only)

This is not applicable for the 50GB Prepaid Plan.

• 3. What if I need a replacement SIM card?

Visit the designated SIM pick-up locations below with your original ID as provided in My Account. Upon successful verification, our team will issue a replacement SIM card to you.

• For Lost SIM (payment of $5) - visit any SIMBA Service Centre
• For Faulty SIM (no charges - 1 for 1 exchange) - visit any SIMBA Service Centre

Click here for the list of locations.

• 1. Why was I charged more than once in one billing cycle?

This is due to backdated payment collection from your previous billing cycles. For example:



If you activated your SIM card on 11 June 2020, please consider the Activation Date of your service and the number of 30-day cycles which have transpired since then. Based on the example screenshot above, it may seem like you had a duplicate charge in August, but you have been charged on your registration date of 11 June 2020, and two 30-day cycles after your activation date of 11 June 2020 (10 July 2020 and 9 August 2020).

If you still require specific details, please send us an email to support@simba.sg.

• 2. When will I be billed for my service?

4 days before the end of the 30-day cycle to facilitate the lead time for bank processing. Recurring renewal charges will be deducted from your existing payment method. We will send you a receipt to your email address once your payment is successful.

As an illustration, here is an example of how your billing cycle will look like if you sign up for a SIMBA 50GB SIM Only Plan.


• If you sign up for SIMBA 50GB SIM Only Plan on 1 May 2020, you will be charged $10 upon registration
• On 5 May 2020, you activate your SIM card. Your first billing cycle will start from 5 May 2020
• On the 26th day from the Date of Activation (31 May 2020), we will charge you $10 for the next billing cycle
• However, your next billing cycle starts only 30 days from the Date of Activation, which is June 2020
• 3. When will my data be reset after I have been successfully billed for my service?

Once your payment is successful, your data will be reset after your 30-day cycle has ended.

• 4. Can I view my history of invoices for all my subscription renewal charges?

You can by going to My Account and click on 'Invoicing'. There will be a list of invoices. Click on the 'download' button to view the invoices. The invoice will show the subscription charges you have successfully paid for the period stated inside.

Based on the sample invoice below, Alex's 30-day cycle ended on 20 September 2020. There was a successful payment of $10 for the SIMBA 50GB SIM Only Plan for the next cycle, between 20 September 2020 and 19 October 2020.

In the 'Payments Received' section, 17 September 2020 was the date where the recurring renewal charge was deducted from Alex's existing payment method (4 days before the end of his 30-day cycle).


• 5. My card details are updated, but SIMBA still sends me SMS to update my payment methods.

You are still receiving these messages because your payment deduction was not successful. It may be because of the following reasons:

• Credit / Debit card was declined
• Credit / Debit card has insufficient funds
• Credit / Debit card has expired

If you require further clarifications, please send an email to support@simba.sg and we will get back to you at the earliest.

• 6. How am I billed for my mobile service?

You can view your invoices via My Account or TPG SG App. Plan renewal will be billed on Day 26 (4 days before the end of the cycle). The deduction will be based on this order (where applicable):

1. Account Balance
2. Credit Card / Debit Card / GIRO

You will only have access to Basic Data Services and receive incoming calls and SMS if plan renewal is unsuccessful.