What is MobileSwop Unlimited?
MobileSwop Unlimited is a device care service that provides you peace of mind with unlimited swops and 1 replacement for your device in any condition every year, provided you meet the eligibility criteria in the Terms & Conditions of the service. Plus, you will get to enjoy FREE delivery to your doorstep within 4 hours. You are required to pay the relevant swop or replacement service fees.
What is MobileSwop Unlimited Premium?
With <b>Premium</b>, you will enjoy the existing benefits of MobileSwop Unlimited and more! Premium customers enjoy dedicated support with Tech Assist, that provides a one-stop technical solution for your device. Tech Assist allows customers to resolve any device-related issues via My Singtel app.
What are the subscription charges for MobileSwop Unlimited and MobileSwop Unlimited Premium?
<b>MobileSwop Unlimited</b> is chargeable at $10.08/month while <b>MobileSwop Unlimited Premium</b> is at $13.15/month and will be charged to your Singtel bill.
Who is eligible to sign up?
Customers who have signed up for an eligible mobile plan with a 2-year Device Agreement within the last 30 days, are eligible to sign up for the service.<br /><br />MobileSwop Unlimited Premium ($13.15/month) will be provisioned with every sign-up of an eligible mobile plan with a device at any Singtel Shop unless you choose to opt out.
What devices are eligible for MobileSwop Unlimited and MobileSwop Unlimited Premium sign up?
MobileSwop Unlimited and MobileSwop Unlimited Premium are available for most smartphones, (Samsung Galaxy Fold series from 19 Aug 2022), tablet or Apple Watch brought with an eligible mobile plan with a 2-year Device Agreement. They are not applicable for HUAWEI Mate Xs and HUAWEI P50 Pocket.
Do I need to pay for a service request?
A service fee will be charged for each service request depending on it being a swop service request or a replacement service request. Please view the relevant fees <a href="https://www.singtel.com/content/dam/singtel/personal/products-services/mobile/add-ons/swop/pdf/MSUL-Service-Request-FAQ.pdf" target="_blank">here</a>.
How do the unlimited swop and 1 replacement entitlements work?
You are entitled to unlimited swops and 1 replacement within a rolling 12-month period. After a swop service request, you may keep doing so as long as you pay the relevant service fees. After a replacement service request, you can no longer make another within the rolling 12-month period. The rolling 12-month period starts upon delivery date of the first replacement service request, not from the sign up of the service.
What do you mean by like-for-like swop or replacement?
As compared to your original enrolled device, the swop or replacement device is/has:<br>• Of similar kind, quality & functionality<br>• New or refurbished<br>• Same or greater memory<br>• May be of a different brand, model &/or colour<br>• Delivered in plain packaging marked 'not for resale' & not in the original manufacturer packaging<br>• Does not include any device accessories except for the Apple Watch where its original package strap will be provided in case of a replacement.
What are the delivery hours?
Click <a href="https://www.singtel.com/content/dam/singtel/personal/products-services/mobile/add-ons/swop/pdf/MSU_DeliveryHours.pdf" target="_blank">here</a> to view the delivery hours.
What is the mode of payment for the service request fee?
You can pay via credit card or by cash.
Why do I need MobileSwop Unlimited or MobileSwop Unlimited Premium when my device is covered under the manufacturer’s 12-month warranty?
The manufacturer’s warranty usually covers more specific cases; you may not be able to request for a replacement device under their terms. Our service allows you to swop or replace your device for any reason, provided you meet the relevant eligibility criteria and pay the relevant service fees. You also avoid the hassle of going to the OEM service centres as the like-for-like mobile device will be delivered to you.
Is there a warranty on the swop/replaced device?
Yes, there is a 6-month warranty against malfunctions and defects that starts from the date of delivery. You may make a warranty claim at www.MobileSwopUnlimited.com. We will handle a Warranty Request in the same way as a Swop Request except that it will not count towards your Entitlement and the Service Fee will not be imposed. Please note that detailed physical checks will be performed on the Device and the reported malfunction or defect must be present for us to process the Warranty Request.
Upon performing a swop or replacement, would my Original Equipment Manufacturer (OEM) warranty still be valid?
Your swop/replacement device will be covered under a 6-month warranty provided by the MobileSwop Unlimited/ Premium subscription. If you encounter any issues with your swop/replacement device during the warranty period, please chat with our online agent at <a href="https://www.MobileSwopUnlimited.com" target="_blank">www.MobileSwopUnlimited.com</a>. Do note that the OEM warranty will be rendered void once you have made a service request unless otherwise stated by the OEM.
If I am a MobileSwop Unlimited or MobileSwop Unlimited Premium customer and I have not done any swop or replacement service request, can I enjoy the AppleCare or OEM manufacturer warranty?
Yes. However, if you have done a 1-for-1 device exchange at the OEM, you need to walk into any Singtel Shop with the letter issued by the OEM as proof of exchange to update Singtel on the new device IMEI number. You will also need to email a copy of your letter to MobileSwop@asurion.com as proof of exchange.
I want to trade in my old device that has an existing MobileSwop subscription, what should I do?
Before trading in your old device, it is best to terminate the existing MobileSwop subscription registered on your old device via My Singtel app.
What happens to my existing subscription when I recontract with Singtel?
Your existing MobileSwop subscription will cover your previous registered device upon any recontract. You will need to sign up for a new MobileSwop plan if you’d like to protect your new device. You can protect up to a maximum of 3 devices under the same service number.
What happens if I recontract or change plan to a mobile plan without a device (E.g. SIM Only plan)?
Your existing MobileSwop subscription will be terminated if you recontract or change plan to one without device.
What happens if I perform a change of ownership or transfer my line to a corporate plan?
Your existing MobileSwop subscription will be terminated.
What happens if my mobile plan is suspended?
In the event that your mobile plan is suspended (by you or Singtel Mobile, for any reason other than a lost SIM card) for more than 1 month, the subscription will be terminated. We are unable to reactivate the service.
If I terminate MobileSwop Unlimited and MobileSwop Unlimited Premium in the middle of my contract, will I face an early termination charge?
Yes. If the service is terminated before the end of the Minimum Term, you will pay an early termination fee of the Monthly Fee multiplied by the number of months left until the end of the Minimum Term (the “Early Termination Fee”).
I accidentally terminated my subscription; can I reinstate the service?
If the program has been terminated for an eligible device, the service cannot be reactivated for that same eligible device.
Can I downgrade/upgrade my existing MobileSwop Unlimited plan?
No, we do not allow change of plans from MobileSwop Unlimited to MobileSwop Unlimited Premium and vice versa.
What is MobileSwop Family?
<b>MobileSwop Family</b> provides peace of mind with unlimited swops for any reason for up to 3 devices (Main Device + 2 Supplementary Devices). The Main Device, registered at the time of application will be eligible for one replacement every 12-rolling month. It comes with unlimited Tech Assist for your mobile and home devices.<br><br>Additionally, all registered devices get to enjoy unlimited screen repair service. Separate terms and conditions apply.
Who is eligible to sign up?
Customers who have signed up or re-contracted under a device agreement with XO Plus plan or SIM Only with IPP within the last 30 days.
What devices are eligible for MobileSwop Family?
MobileSwop Family is available for most smartphones, tablets or Apple/Samsung wearables purchased with an eligible mobile plan with a 2-year Device Agreement. Huawei Mate XS 5G and Huawei P50 Pocket are not eligible for enrolment. <br><br>Supplementary Devices must be models launched within the last 3 years and licensed for use in Singapore. They can be purchased from a retail store or other authorized device retailers.
How do I enrol the Supplementary Devices?
<a href="https://mobileswop-singtel.asurion.com/familyplan">Click here</a> or simply go to <b>My Singtel app > Manage Add-ons > MobileSwop Family > Add your Supplementary Device</b><br><br>You will be guided step by step to complete the enrolment device checks.
Do I have to enroll the other 2 Supplementary Devices immediately? What if I have only one device available?
You can enroll the Supplementary Devices any time during the term of your MobileSwop Family subscription. If you only have one (1) device to be registered as a Supplementary Device, you can enroll it first and add on another device later during the subscription term at any time.
Do I need to pay for a service request?
A fee will be charged for each service request as follows:<br><br><img src="/content/dam/singtel/personal/products-services/mobile/add-ons/swop/faq/mobileswop-family-faq-table.png" width="800" height="427">
How many swops and replacements am I entitled to? How does it work?
<b>MobileSwop Family</b> allows you to request for unlimited swops for the 3 registered devices anytime during the period of your subscription. You may request for 1 replacement every rolling 12 month for the Main Device only. The next request for a replacement will be available 12 months from the delivery date of your replacement device, not from the date of sign-up/enrolment.<br><br>You can still make swop requests after a replacement in respect of your Main Device.
What do you mean by Like Mobile Device?
As compared to your original enrolled device, the swop or replacement device is/has:<br>▪Of similar kind, quality & functionality<br>▪New or refurbished<br>▪Same or greater memory<br>▪May be of a different brand, model &/or colour<br>▪Delivered in plain packaging marked 'not for resale' & not in the original manufacturer packaging <br>▪Does not include any device accessories.
What is the mode of payment for the service request fee?
You can make credit card payment upon making the service request in MobileSwop portal.
What are the delivery hours?
<img src="/content/dam/singtel/personal/products-services/mobile/add-ons/swop/faq/mobileswop-family-faq-table_2.png" width="800" height="265"><br><br><b>Note</b>: No deliveries on public holidays <br>* For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday. <br>** Additional $85.60 (including GST) charge applies for all deliveries made on Sundays
Is there a warranty on the swop/replaced?
Yes, there is a 6-month warranty against manufacturer malfunctions and defects starting from the date of delivery. You may make a warranty claim at www.MobileSwopUnlimited.com. Please note that detailed physical checks will be performed on the Device and the reported malfunction or defect must be present for us to process the Warranty Request.
Upon performing a swop or replacement, would my Original Equipment Manufacturer (OEM) warranty still be valid?
Your swop/replacement device will be covered under a 6-month warranty provided by MobileSwop. If you encounter any issues with your swop/replacement device during the warranty period, please chat with our online agent at www.MobileSwopUnlimited.com. Do note that the Original Equipment Manufacturers (OEM) warranty will be rendered void once you have made a service request unless otherwise stated by the OEM.
If I am a MobileSwop Family customer and I have not done any swop or replacement service request, can I enjoy the AppleCare or OEM manufacturer warranty?
Yes. However, if your device was exchanged by the OEM manufacturer, you need to walk into any Singtel Shop with the letter issued by the OEM manufacturer as proof of exchange to update Singtel on the new device IMEI number. You will also need to email a copy of your letter to MobileSwop@asurion.com as proof of exchange.
What happens if I want to trade in or sell off my device that has an existing MobileSwop Family subscription, can I change the enrolled device with another device?
Before trading in your old device, it is best to de-registered the enrolled device from the MobileSwop Family subscription via My Singtel app. However, if you de-register the Main Device, the Supplementary Devices will automatically be de-registered. You will not be able to register a new device or appoint a Supplementary Device in place of the de-registered Main Device.
What happens to my existing subscription when I recontract with Singtel?
Existing MobileSwop Family subscription will continue on your previous reg. device. If you wish to enrol your new device upon recontract, you can either<br><br><ol type="1"><li><u>Renew MobileSwop Family on the new device</u><br>All previous reg. devices will be de-registered. You must register the supp. devices again or</li><li><u>Subscribe MobileSwop Unlimited Premium on the new device</u><br>You can keep MobileSwop Family subscription on your existing devices.</li></ol>
What happened if I performed a change of ownership or change my account to a corporate account?
You will need to terminate your MobileSwop Family subscription. To terminate the MobileSwop Family, you will have to do so separately via MySingtel app.
What happens if my mobile plan is suspended?
In the event that your Mobile Plan is suspended (by you or Singtel Mobile, for any reason other than a lost SIM card) for more than 1 month, the service will be terminated. Early termination fees apply if the service is terminated before the end of your stipulated minimum term.
If I terminate MobileSwop Family in the middle of my contract, how much do I have to pay for early termination charge?
If the service is terminated before the end of the Minimum Term, you will pay an early termination fee of the Monthly Fee multiplied by the number of months left until the end of the Minimum Term.
Can I downgrade/upgrade my existing MobileSwop Family subscription?
No, we do not allow changing of plans from MobileSwop Family to MobileSwop Unlimited Premium and vice versa.
What is Tech Assist?
Tech Assist is an exclusive service for MobileSwop Family subscribers. It provides a one-stop technical solution to relieve your frustrations of resolving issues on your registered device and its connectivity to other devices. Tech Assist comprises of an online portal with a library of useful tech tips and a team of Tech Specialists who will assist you virtually no matter where you are with real-time troubleshooting.
How do I get started with Tech Assist?
Access Tech Assist via My Singtel app > Manage Add-ons > MobileSwop Unlimited Premium > Benefits > Visit Tech Assist.<br><br>The Tech Specialists are available from 9am to 6pm, daily, via the Tech Assist portal
Can I subscribe to a standalone Tech Assist?
No. Tech Assist is part of the benefits enjoyed by MobileSwop Unlimited Premium subscribers.
What can Tech Assist help me on?
You will get unlimited access to our online portal with many interesting tech articles, from tips & tricks on your new device to the latest cyber security threats. Plus, the team of Tech Specialists are available to resolve issues related to your registered device & connected tech. Click <a href="https://www.singtel.com/content/dam/singtel/personal/products-services/mobile/add-ons/swop/pdf/MSU_TechAssist_Examples.pdf" target="_blank">here</a> to view some common examples.
What issues are not supported by Tech Assist?
Tech Assist does not support the following:<br>• Apps not authorised from Google Play or Apple App Store.<br>• Devices which are jail-broken or rooted.<br>• Solutions that are illegal or breach the terms of use for other apps or services. E.g., using a VPN to view streaming content from another region.<br>• Issues with 3rd party devices that do not relate to the connection to the registered device. E.g., troubleshooting a slow internet connection between a router and a home computer.
What are the 3rd party applications that Tech Assist can help me with?
Any 3rd party applications that are downloadable on official Google Play and Apple App stores can be assisted by us. Do note that Tech Assist cannot assist in any missing features or issues within the applications.
Does Tech Assist access the personal data from my device?
No, Tech Assist will not have access to any of your personal data on your device.
How often can I make a Tech Assist request?
You may make unlimited Tech Assist requests. Just access Tech Assist via My Singtel app > Manage Add-ons > MobileSwop Unlimited Premium > Benefits > Visit Tech Assist.<br /><br />Our Tech Specialists are available from 9am to 6pm, daily.
Can I access Tech Assist when I am overseas?
Yes, you may access Tech Assist via My Singtel app as long as you have an internet connection.
Can I access Tech Assist if I do not have MySingtel App on my Supplementary Device?
Yes, you may access to Tech Assist by logging on to Tech Assist portal at <a href="http://www.mobileswopunlimited.com/">www.mobileswopunlimited.com</a>