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Revised Registration Guidelines for Prepaid Customers
The Malaysian Communications & Multimedia Commission (MCMC) had strengthened the Guidelines for Prepaid Registration on 1 June 2017 with the aim of rolling out enforcement by 1 January 2018. Mobile service operators are given an extension to implement these revised registration guidelines progressively throughout 2018.
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GST (Goods & Services Tax) implementation on Digi products and services effective 1 April 2015.

Plans & Devices
Popular Q&As about your call plan – ranging from call & SMS charges to monthly Internet quota.
Get answers to popular questions about your Digi smartphone and/or tablet purchase.

Revised Registration Guidelines for Prepaid Customers

1. Why did MCMC revise the registration guidelines for prepaid?

Prepaid registration in Malaysian has been made mandatory since 2006. It was implemented to curb misuse of prepaid mobile services that might raise national security concerns such as terrorism and criminal behaviour. These concerns continue to be the motivation behind the revised guidelines, ensuring the integrity and validity of the identification information provided during registration.

2. Which registration guideline will be implemented first since Digi is only rolling them out progressively in 2018?

Effective 15 January 2018, the maximum number of registered prepaid lines for each ID is 5, instead of 10 SIMs, per mobile service operator. Example: you can register for 5 different prepaid lines with Digi using the same ID at any time.

3. Which category or type of ID is applicable in these revised prepaid registration guidelines?

There are three (3) categories of ID that are acceptable for prepaid registration. The mobile service providers and their representatives would require verification against the original ID. Please bring along the original documents for registration.

Original documents Malaysian Non-Malaysian (Foreign workers or students) Tourists
ID MyKad; MyPR; MyTentera, MyPolis card (issued by the National Registration Department) Passport, Work permit Identification card/IKad/EKad* Passport

*More acceptable ID types will be announced later.

4. What kind of information do I have to present during the prepaid registration process?

According to MCMC's revised guidelines, prepaid customers are to provide the following identification information to the mobile service providers or their dealers:

  • Malaysian citizens/permanent residents
    • Full Name & Identification Number as per NRIC or Armed Forces ID;
    • Permanent address as per NRIC or Armed Forces ID; and
    • Any other information as may be required by MCMC.
  • Non-Malaysian (Foreign workers or students)
    • Full Name & Passport Number as per passport;
    • Passport issuing country;
    • Company name and address as provided in the work permit document or student identification document with university address (for students); and
    • Any other information as may be required by MCMC.
  • Tourists who are visiting/staying in Malaysia for less than three (3) months
    • Full Name & Passport Number as per Passport;
    • Passport issuing country; and
    • Any other information as may be required by MCMC.

5. How do I check the number of prepaid lines that are registered under my ID?

Please contact our customer channels for verification, such as Digi Live Chat, E-mail (help@digi.com.my), Digi Helpline (016-2211800) or walk in to any of Digi Stores nationwide. Soon, Digi customers will be able to verify the number of prepaid lines registered under their ID via MyDigi. Please stay tuned for updates.

6. What happens if the registration details were found to be incorrect?

Customers are strongly advised to provide the correct information to the mobile service provider during registration. In the event of any inaccuracy, the service provider will endeavour to do its best to contact these customers to provide valid and accurate identification information. Customers will be given a specific time frame to revert with the correct information in order to avoid the possibility of their lines being suspended.

7. I have more than 5 prepaid lines registered to my ID prior to the revised prepaid registration guidelines were introduced. Will these revised registration guidelines affect me?

No, the revised registration guidelines for prepaid lines will not affect you if you have registered more than 5 prepaid lines before 15 Jan 2018. However, in the event that some of your lines are terminated after 15 Jan 2018, you can no longer register a new line if your quota has exceeded 5 lines.

(previously known as OCS)

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13 Send msg/ email to CS via OCS portal For further enquiries, visit the Community OR Social Support. For feedback, E-mail us or call 016-2211800
14 Caller Tunes You can download the CallerTunes App at http://digi.my/ctapp
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16 Remind Me Not available
17 Send SMS – ie 3 free SMS/ day Not available
18 Merchant Rewards (app only) Visit digi.my/rewards to access Merchant Rewards.
19 Bonuslink registration Visit digi.my/bonuslink to register for Bonuslink.


1. What is GST and when it will be implemented by Digi?

GST (Goods & Services Tax) is a broad based consumption tax covering all sectors of the economy i.e., all goods and services made in Malaysia including imports. The 6% tax is levied on the supply of goods and services at each stage of the supply chain – from the supplier up to the retail stage of the distribution.
There is a list of specific goods and services that would not carry the GST, as determined by the Ministry of Finance and published in the Gazette. These are categorised under “zero rated supply” and “exempt supply orders”. Visit www.gst.customs.gov.my for more details.
In accordance with the national GST guidelines, the ICT industry qualifies for GST. Therefore, Digi will implement the GST on its products and services effective from the national implementation date, which is set on 1 April 2015.

2. How will GST be reflected in my bill?

Effective 1 April 2015, the 6% Service Tax is abolished. So, for Postpaid customers, the GST replaces the Service Tax column in your monthly bill statement.
In the GST section of the bill statement, the breakdown will be as follows:
a)   Access – 6% GST on the Monthly Fixed Charges
b)   Calls – 6% GST on the lump sum total of Usage Charges, excluding non-taxable items like International Roaming, International Travel Insurance, Zakat and Donations.
c)   Others – 6% GST on the lump sum total of Other Credit & Charges and Discounts.
For Prepaid customers, GST is levied on the prepaid starter packs with the Recommended Retail Price (RRP) displayed with the price including 6% GST. All reload denominations will include GST from date of implementation. WIth effective from 1 Jan 2017, prepaid customers can log on to MyDigi to print the tax invoice.

3. As a non-Malaysian customer subscribing to Digi services, will I be charged for GST?

If you are a non-Malaysian staying in Malaysia, and using services provided in Malaysia, GST will apply.

4. Which Digi services are NOT subject to GST?

Digi is in compliance with the general GST guidelines that identify which products and services are taxable under GST. They are as follows:
1.      Discounts and promotional offers are subject to GST.
2.      Effective 1 April 2015, rebates are classified as “Offers” or “Discounts”, and calculated as such. GST will be adjusted accordingly.
3.       Goods sold in Designated Areas (namely Labuan, Tioman and Langkawi) are exempt from GST.
4.       Telecommunication services are not exempted from GST in Designated Areas.
Below is the list of Digi products and services that outlines the GST impact by location:
Type Products & Services Malaysia Designed Area (Labuan, Langkawi, Tioman)
Products Device(modem, handset) Yes No
Accessories Yes No
Services/ Items Deposit (refundable) No No
Stamp Duty No No
Freebies No No
Overpayment No No
Donations (e.g., East Coast Flood Fund) No No
Late Payment Charges No No
Interest Charges (for late payment) No No
SIM pack Yes Yes
Reload coupon Yes Yes
CPA services – General Yes Yes
CPA services – Zakat/donation No No
Insurance - General Yes Yes
Insurance – International Travel Insurance No No
SIM replacement Yes Yes
Change MSISDN Yes Yes
General service (voice, messaging, internet) Yes Yes
IDD Yes Yes
Digi Live Services (Deezer, CallerTuners, Ringtones, etc) Yes Yes
International Roaming No No
Domestic Roaming Yes Yes

5. What is the GST treatment for a promotion package for new customers, whereby a free device (e.g., mobile phone) is bundled with the service package?

GST will be calculated on the total consideration paid, i.e., bundled package price.

6. What is the GST treatment for a promotion package, whereby a customer is entitled to purchase another mobile service at a reduced price after purchasing another specific mobile service at a normal rate?

GST will be calculated on the total consideration paid (i.e., bundled package price).

7. Will I be charged GST on the total Commitment Fee or Net amount after deducting my rebate for the Digi Smart Plan?

GST will be imposed on the Net amount.

8. Is the current VAT (Value Added Tax) imposed by a foreign network while I am roaming still applicable after GST is implemented?

Yes, the VAT imposed by the foreign network will be maintained, but the Malaysian GST will not be levied on the roaming usage.

9. Will in-bound roamers be subject to GST?

GST is applicable for domestic in-bound roaming customers, but not for International in-bound roamers. E.g., Malaysia-registered customers, who roam between networks in Malaysia, are subject to GST whereas GST is not applicable to Non-Malaysia registered customers who roam in Malaysia.

10. My registered address is in the Free Trade Zone in Malaysia. Do I need to pay GST?

Yes, you do. Services are subjected to GST, unlike goods sold in the free trade zone.

11. Will I be subjected to GST if I sign up for a device plan at a Duty Free Zone?

While the device is GST-zero rated (means you don’t have to pay GST), you will still be levied with GST for the service plan. 

12. When a refund is made, will the GST charged be included?


13. With reference to the Budget announcement by Prime Minister on 23 October 2015, please advise if prepaid services will be subjected to GST effective 1 January 2016?

Yes, all telecommunication services are subject to the 6% GST, including prepaid SIM packs and prepaid services, upon activation.
However, in the 2016 Budget announcement, it states that Malaysian consumers will receive rebates when they purchase and activate their prepaid reloads in 2016 for a period of one (1) year from 1 January 2016 to 31 December 2016. These rebates will be granted within 24 hours from the time of activation. For Digi customers, the GST rebates will be immediate upon activation.
Example: when the customer reloads RM10, they will get RM9.43 worth of airtime as RM0.57 (6%) is deducted as GST. Thereafter, the customer will receive a rebate of RM0.57 immediately.

14. Is the prepaid reload rebates only applicable for Malaysian registered customers?

According to 2016 budget announcement, only registered Malaysian citizen consumers using MyKad or Army/Police identity card with the service providers will enjoy the 6% rebate from 1 January 2016 to 31 December 2016.
For information about MyKad code details as Malaysian citizen consumers, please visit Jabatan Pendaftaran Negara Malaysia website for the state code and country code.

15. How much do I have to pay for my reload when the new directive to rebate 6% GST is implemented?

From 1 January 2016, Digi customers will pay the published rate that is printed on the reload vouchers and SIM packs. For instance, the RM10 reload voucher is sold at RM10 (including GST), whereby customers will enjoy RM10 airtime once the 6% GST is rebated.

16. When will I receive the 6% rebate upon performing a reload on and after 1 January 2016?

For Digi customers, you will receive the 6% rebate upon successful activation of the reload.

17. How can I check if I have received the rebates upon reload?

When the reload is successful, you will receive an SMS stating the total airtime amount reloaded, including the rebate granted.

18. As a postpaid customer, will I enjoy the reload rebate if I do a Talktime Transfer to a prepaid customer?

No, as the reload rebate is only applicable to prepaid customers who make the reload purchase.

19. Are reload vouchers purchased at Designated Areas ie Langkawi, Pulau Tioman & Labuan subject to GST?

Yes, but the rebates will be granted upon activation.

20. With the new reload rebate in place for 2016, will it impact other prepaid services after 1 January 2016?

No, there is no revision to the 6% GST charges on the prepaid products & services listed below on and after 1 January 2016. However, non-taxable CPA (i.e. international travel insurance, zakat and donations) and International Roaming services will no longer be refunded in view that the 6% GST rebate will be granted upon activation.

21. Do the 6% rebates apply for reload vouchers purchased before 1 January 2016?

No, the 6% rebate is not applicable for “old” reload vouchers.
Example: if you had purchased the RM10.60 voucher on 29 December 2015 and activate on/after 1 January 2016, you will receive RM10.00 of airtime only.

22. How will I be able to differentiate "old" and "new" reload vouchers?

Reload vouchers with the prefixes “00” and “10” are considered to be “old”. You can find the prefix number at the back of the reload voucher.

23. Is there any expiry date for reload vouchers purchased before 1 January 2016?

Yes, the expiry date is printed on the voucher itself.

24. Does the Budget Announcement on GST rebates for prepaid reloads in 2016 cover chatz IDD/STD Calling Card purchases by Malaysians?

Prepaid reload rebates are not applicable to chatz IDD/STD Calling Cards. Therefore, Malaysians that buy chatz IDD/STD Calling Card ARE NOT entitled for this rebate.

25. How much do I have to pay for new chatz IDD/STD Calling Cards under the new GST directive in 2016?

From 1 January 2016, chatz customers will pay the published rate that is printed on the new chatz IDD/STD Calling Card, but the airtime will be reduced due to GST.
For example, chatz card denomination of RM10 is sold at RM10 (including GST). However, customer will get RM9.43 worth of airtime as RM0.57 (6%) is deducted as GST.
Below is the new airtime for all chatz denomination. 
6% GST (RM)
New Airtime (RM)
However, Digi is running a special promotion from 1 January 2016 to grant free airtime equivalent to the GST amount paid for the new chatz card. This promo starts from 1 Jan 2016 until further notice.

Example: if you purchase and activate a RM10 NEW chatz calling card during the promotion period, you will receive RM10.00 worth of airtime.

26. How will I be able to differentiate "old" and "new" chatz cards?

The artwork for old and new chatz card will be different.

27. Does the new airtime treatment apply for chatz card purchased before 1 January 2016?

No, the new airtime is not applicable for “old” chatz card.
Example: if you had purchased the RM10.60 chatz card on 30 December 2015 and activate on/after 1 January 2016, you will receive RM10.00 of airtime.

28. Is there any validity date for chatz card purchased before 1 January 2016?

Yes, your chatz card’s validity period (expiry date) is printed on the chatz card. Your chatz credit will expire twelve (12) months after the first-used date. Kindly refer to our website for further information.

Plans & Devices

1. How can i check my unbilled DiGi Postpaid™ transactions?

To check your unbilled DiGi Postpaid™ transactions, log on to DiGi Online Customer Services (OCS) portal, then go to My Account and select Unbilled Transactions. Then, click on the Call Details tab.

2. My line is barred. What should I do?

If your line is barred due to any outstanding payments, kindly settle your outstanding payments at any Digi store to avoid service interruption. Click here for the full list of bill payment channels.

3. How do I activate International Roaming?

Just call 016 221 1800 to speak to a Digi Customer Service assistant – he or she will attend to your request.
While you’re abroad:        
  •  Locate a payphone or local SIM and contact our Customer Service Assistant at +6016 221 1800
  • Send an e-mail to help@digi.com.my

4. I am a principal line holder. How many supplementary lines can I have?

You are allowed to have a maximum of six (6) supplementary lines under each Principal line that you hold.

5. I am a Digi® Easy Prepaid subscriber. How come I can only call and SMS my Buddyz™ for FREE from 12.00am to 6.00pm daily, whereas my friend who just subscribed to Digi® Easy Prepaid enjoys 24-hour FREE voice calls and SMS to their Buddyz™?

Digi has made some revisions to the rates and features of this plan. Customers who signed up for Digi® Easy Prepaid on or after 4 September 2012 will enjoy 24-hour FREE voice calls and SMS to  their Buddyz™. If you are interested, you can switch over to the new plan by dialing *128*1*4#. Please note that you will be charged RM5 for the switch.

6. How and when will I receive my Reload Bonus™?

Your Reload Bonus™ will be credited into your account one month after each pre-determined 3-month period. Please ensure that your account is active and that your mobile phone is switched on at all times to receive the bonus.
For example, your Reload Bonus™ for the May to July cycle will be sent to you in August.

7. My service has been going through intermittent interruptions – is DiGi undergoing system maintenance?

Yes. We are upgrading our system in order to serve you better from 22 – 23 September 2014. For more info, please refer to our FAQs.

1. What is Device/IMEI blocking?

Device/IMEI blocking is an extended service provided by Digi to stop lost/stolen devices from making and receiving calls, sending and receiving SMS, connecting to the Internet and accessing other services on the Digi network.

2. Do I need to pay extra for the Nano SIM card if I purchase the iPhone device bundle from Digi?

No, you don't. The Nano SIM card is FREE if you purchase the iPhone device bundle from Digi.

3. What is the EPP for DG SmartPlan?

The EPP for DG SmartPlan is an easy payment plan for customers who are also credit card holders. You can now enjoy hassle-free registration by doing a "one-swipe" on your credit card in order to pay by monthly instalments.

4. Do other device bundles (i.e non-DG SmartPlan bundles) come with EPP?

Yes. Currently, most DG SmartPlan and iDiGi device bundles come with EPP, unless it’s a zero contract or marked down device. We would also periodically extend the EPP option to some devices that are paired with other Digi plans, so keep your eyes peeled!

5. Can I pay for my DG Smart Family device bundle via Easy Payment Plan (EPP)?

The EPP is available for selected DG Smart Family device bundles only – please check for availability.

6. I already have a smartphone. Can I still sign up for DG SmartPlan?

Yes, you can. Just head over to our Postpaid Plans section for more info.

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