Frequently Asked Questions

Updated on: 3 Dec 17

The Zero Mobile Service

How does Zero Mobile work?

Zero Mobile is a new and innovative mobile service that offers you included incoming and outgoing calls, SMS and 6GB data to use in Singapore on a no-contract basis for just $45 per month. 

On top of that, if you choose to use the Zero App, you can use it in your everyday life and go to $0.

What is included with the Zero Mobile Plan?

Zero Mobile service includes incoming and outgoing calls in Singapore, incoming and outgoing SMS and 6 GB of data.

Fair usage policy applies.

What is not included?

International calls, international SMS, MMS and international roaming is not included.

Is there really no-contract between us?

No contract simply means that no long-term contract. Long terms contracts are typically 12 or 24 months, with a number of penalties if you break your contract.

With Zero Mobile, there is no minimum term but there are minimum costs that are required to be paid. This is essential to cover our carrier costs and our internal costs.

Is there a limit on the number of services I can have?

Yes. Each individual can sign up for 1 service for their own personal use only.

Do you offer any handsets?

No, we do not currently sell handsets or devices.

Please note that you need to have an existing Android or iOS device to download the Zero App and use the full benefits of our service.

Why do I have to pay the sign up fee?

The one-time sign up fee of $18 covers our cost of manufacturing, packaging, allocating and sending out the SIM Card to you for activation.

It also covers our costs with registering your service on our billing system.

When is the sign up fee payable?

The one time $18 fee is payable when you sign up for our service. The fee is non-refundable.

The Zero App

Do I need the Zero App?

Yes. You need the Zero App to activate your Zero Mobile service. Our state of the art digital activation platform ensures that sufficient checks are conducted minimise instances of fraud and to ensure compliance with regulatory requirements.

What does the Zero App do?

The Zero App is also required to invite your friends and family, have access to our Shoutouts and the Zero Marketplace.

What can I do on the Zero App?

You can use the Zero App to find great deals near you, buy products and services you like, make international calls, manage your mobile service, view your bills and contact support.

What type of phone or device do I need to run the Zero App?

You will need a smartphone that is running Android or Apple iOS. Most phones currently used in the market will meet this requirement.  

Can I delete the Zero App after I install it?

Of course you can.

However, if you do so, you may not be able to invite or view the status of your invitations, manage your service, make international calls or use other functionality we offer via the Zero App.

If you do not wish to use the Zero App for other features, we recommend that you switch off the Shoutouts and the Zero Marketplace and simply use the app to manage your service.

Why do I have to pay the registration fee?

We are an ultra-low margin service provider. There are costs associated with identity verification, regulatory compliance, information protection, credit control and fraud management which we simply cannot absorb. As such, we need to charge this small fee to cover our costs.

When is the registration fee payable?

You do not need to pay the registration fee at the time of service signup. The registration fee of $50 is payable when your service is ready to be delivered and you download the Zero App and activate your service.

Pre-sales Period

What is the Zero SG Pre-sales period?

Zero SG pre-sales period runs from 1 Dec 17 to 15 Dec 17. Due to the service model we have and as we can only activate a limited numbers of subscribers each month, we will only open sales during specific period each month.

When does the pre-sales period finish?

The pre-sales period finishes on 15 Dec 17.

What happens when the pre-sales period is over?

We will begin the process of service delivery and activations right after the pre-sales period finishes on 15 Dec 17.

Will it affect my ability to use my phone?

No. Even though we will be asking for your feedback and making changes to our platform regularly, this at no point affects your ability to use your phone.

Order, Delivery and Activation

I have placed the order on your website, what happens next?

Thank you for joining Zero Mobile.

Your details will be assigned to the Batch 1 group for service activation in December 2017.

In mid-December, you will get notification to download the Zero App and complete your registration. Once you have completed your registration, your SIM Card and Service Activation Pack will ready for you.

You simply put the SIM card in your phone to complete activation and start enjoying the Zero Mobile service.

How will I get the SIM Card?

Process to be advised.

Do I have to use the Zero App to activate my service?

Yes. As our digital verification process only works on the Zero App, you must use the app to activate your service. This ensures that we can improve our regulatory compliance and minimise fraud.

I have completed the activation process on the Zero App. How long before my service is working?

For Batch 1 customers, once you have received the SIM card and completed activation, the service should be working immediately.

If you are porting your existing number across, this may take additional 24-48 hours. In that case, we recommend you to start using the service only after the porting has been completed and you have been notified of that.

Credit Checks, Credit Terms and Payments​

What credit checks do you perform to qualify me for Zero Mobile?

We do various checks to confirm the identity of the subscriber and their ability to fulfil their credit obligations.

This process involves confirming the identity documents with issuing bodies, payment details with the issuing financial institutions and information reported through various credit reporting and maintaining organisation.

While we aim to provide the most streamline service model possible, it is critical for us to ensure that we minimise fraud and credit risk.

What information do I need to provide for a credit check?

In general, the information we require is no different to various other service providers do. In includes your identification details, address and payment details.

However, if you have had any credit issues in the past this will not automatically result in you being unable to get access to our service.

Our platform deals with each application on a case-by-case basis and we work hard to provide access to our service to as many people as possible.

How long does a credit check take?

Typically the credit process is instantaneous, unless your details are flagged for manual verification.

If that happens, we will process your application within 24-48 hours.

What happens if I do not pass the credit check?

If you do not pass a credit check, we may still offer you our service on reduced credit terms and a credit risk management fee.

If this does happen, we will let you know the requirements and you can choose to proceed with the service application or not. 

What credit payment terms do you offer?

Our payment terms are 7 days upon your invoice being issued.

What happens if I do not pay my account?

Non-payment of account may result in service suspension, disconnection and adversely affect your ability to obtain credit from other organisations in the future.

It is important to inform us if you are unable to pay on time or if wish to dispute certain charges. In the event of a dispute, you still need to pay the full undisputed amount immediately while we assess your request.

What forms of payment do you accept?

We charge your supplied debit or credit card automatically at the end of each billing cycle.

To minimise our administration costs, we do not accept any other forms of payment.

Mobile Number Portability

What is Mobile Number Portability or MNP?

Mobile Number Portability or MNP is a set of regulatory requirements that ensure that a subscriber is able to move their mobile phone number from one provider to another.  

As a mobile service provider, Zero Mobile ensures that all our subscribers are able to move their mobile number in or out as they wish to. 

Can you move my number from any carrier?

Yes, we can move your number from Singtel, Starhub or M1.

The only limitation is that we can only move numbers that are currently on a post-paid account.

As much as we would like to move your prepaid number, current technical restraints do not allow us to do so as it is beyond our control.

I have a contract with my current carrier, can I still move my post-paid number?

Your existing contract is a matter between you and your current carrier, subject to your terms of service with them.

We recommend that you perform relevant checks with your existing carrier to ensure that you will not incur any early termination charges upon moving your number to us.

If you do, you may choose to pay the charges, acquire a new number from Zero Mobile or remain with your existing service instead.

What details do I need to provide to port my number?

The details you provide during registration, including your name and NRIC/FIN must match the details with your existing carrier.

We will also need to know the mobile number to port across and the carrier that it is currently with.

You will be provided with the details of all the information we need during the registration process.

I have a prepaid number with Singtel, Starhub or M1. Can I move it the Zero Mobile postpaid account?

Unfortunately, due to technical restraints beyond our control, we are unable to move existing numbers from any prepaid account.

However, if you are happy to use a new number on our post-paid service, we will be happy to provide you with one at no cost.

Why can't I move my prepaid number?

The mobile interconnection networks in Singapore are separate between post-paid and prepaid type of services. As such, as much as we would like to, we are unable to move the prepaid number onto a post-paid account with us.

Batch Release Process

What is batch release for Zero Mobile?

Due to our unique service model, our service is not available to all the individuals that may be eligible to join us.

We follow a Batch Release Process where a specific number of services are released and connected each month.

I have applied for Zero Mobile, how long do I have to wait?

Typically we aim to connect all the applicants that apply in the next batch cycle. Our ability to do so will depend on the demand and various other factors.

You will be notified about the wait time, if any, once you apply.

Where can I find out the number of services available for the next batch?

We will publish the information regularly on our website.

Can I get priority?

No. Our algorithm decides the next batch of services to connect and the services that are included in that batch. Unfortunately, we are unable manually give priority to one customer over another.

Quite simply, the earlier you sign up with us, the earlier you get activated.