Boost Product & Services

How do I top up my mobile credit?

You can top up your mobile credit through the Boost app by following the steps below:

1. Navigate to the "Prepaid" page
2. Scroll down and click on the "Credit" button
3. You will be directed to the "top up mobile credit" page.
4. Key in your desired top up amount
5. Enter your 6-digit transaction PIN
6. You will be directed to the next page that notifies once the transaction is completed.
7. Shake your mobile for extra cash back

And you're all set! You will receive a message from your mobile operator notifying you of the successful top up!

Why can't I top up my mobile credit?

There are various reasons why you might not be able to top up your mobile credit

You might have insufficient Boost wallet balance. If so, please top up your Boost wallet first before topping up your mobile credit

Your prepaid mobile number might be inactive. If your prepaid mobile number is inactive, you will not be able to top up mobile credit until it is reactivated. Please check with your mobile operator whether your number is inactive, and if so, whether they can reactivate it for you

There might be an error in your mobile operator's system at the moment, do try again in an hour or so.

If this issue persists, please submit a request and share more details with us. We are happy to help you out!

How do I Top up mobile credit for family/friends?

You can top up mobile credit for your family member/friend through the Boost app by following the steps below:

1. Navigate to the "Prepaid" page
2. Select "Others" option on top
3. Enter the phone number or select the person you wish to top up from your contact list by clicking on the phone book icon
4. Now select the Telco and the amount you wish to top up
5. Click on the "check" mark to confirm your selection
6. You will be asked to enter your 6-digit transaction PIN to confirm purchase
7. You will be directed to the next page that notifies once the transaction is completed
8. Shake your mobile for extra cash back and you're all set!

You and the recipient will receive a message from mobile operator notifying you of the successful top up!

Can I send mobile credits to my friends?

Boost currently provides the ability to send money but not mobile credit to your friends. If your friends are low on mobile credit, you can send them money from your Boost wallet so they can use the money that you sent to top up their mobile credit whenever they need.

Is there any extra charges upon topping up my Boost Account?

There are no extra charges upon Topping up on your Boost Account.

I did not receive my XOX Topup. What should I do ?

Rest assured that your XOX topup will be sent directly to the recipient number that you have keyed-in. Kindly check your SMS Inbox or contact us Via support@myboost.com.my if you still have not receive the XOX topup.

How do I pay my Celcom Postpaid bill?

Specifically for Celcom Postpaid user only, you can pay your bill through the Boost app by following the steps below:

1. Navigate to the "Postpaid" page
2. Scroll down and click on the "Pay now" button
3. You will be directed to the "Pay Postpaid bill" page.
4. Key in your desired amount to be paid
5. Enter your 6-digit transaction Pin
6. You will be directed to the next page that notifies once the transaction is "Successful".
7. Shake your mobile when you see the red banner and stand a chance to win up to 6% of your bill settlement in cashback.

And you're all set! You will receive a message from your mobile operator notifying you of the successful bill payment!

Please note that in the event there is a processing delay, you will be directed to a "In Progress" page. Please do not reattempt to perform bill settlement. You will receive a notificaiton from Boost when the transaction is completed.

How do I view my Celcom Postpaid Internet plan and bill details?

Specifically for Celcom Postpaid user only, you can keep track of your postpaid internet plan and bill.

1. You can view your postpaid bill details by going to the "Postpaid" page
2. On this page, you will have visibility of the balance and validity period of your high speed internet (often referred to as base quota) and mobile credit, unbilled amount and your last payment details.

Do note that you will not be able to see details of add ons or internet buckets restricted to certain social media services, low speed internet or internet that can only be used at certain times of the day

Why can't I pay my Celcom Postpaid Bill ?

Specifically to a Celcom Postpaid user only, there are various reasons why you might not be able to make a postpaid bill settlement

1. 1ou might have insufficient balance in your Boost wallet. If so, please top up your Boost wallet first before attempting your bill payment
2. There might be an error in your mobile operator's systems at the moment, do try again in an hour or so.

If this issue persists, please submit a request and share more details with us. We are happy to help you out!

Why are my Xpax internet plan benefits not accurately reflected on my Boost account?

Specifically for Xpax user, when you buy an Xpax internet plan, you will be entitled to the benefits that are included in the internet plan. These benefits include but are not limited to;

1. High speed internet
2. Internet that is used specifically for social media apps such as "Facebook internet"
3. Internet that is used at certain periods of time such as "Weekend internet" Your "Prepaid" page on the Boot app provides visibility on the internet plan that you are on, as well as the balance of high speed internet that you have currently.

Do note that you will not be able to see other benefits that are included in the internet plan, such as Facebook internet or Weekend internet, on the "Prepaid" page.

However, if you want to check whether the benefits of your internet plan, other than your high speed internet quota, have been added to your prepaid account, you can check with your respective mobile operator.

Alternatively, use the apps that you have additional benefits for and verify whether your high speed internet balance decreases.

For example, if you have 600MB of Facebook internet that comes with the internet plan you subscribed for, your high speed internet balance should not decrease when you use Facebook.

If you are unable to get help from your mobile operator or if you need more clarification on this, feel free to submit a request. We're happy to help out!

I can't seem to subscribe to my desired Xpax internet plan even though I have sufficient mobile credit balance.

There are various reasons why you might not be able to subscribe to your desired internet plan

Please check and eliminate all the below-mentioned issues generally related to this:

Check if you have sufficient mobile credit to subscribe to the desired internet plan. If you do not have sufficient mobile credit, please top up more mobile credit using your Boost wallet

Your prepaid mobile number might be inactive. If your prepaid mobile number is inactive, you will not be able to top up mobile credit or buy internet plans until it is reactivated. Please check with your mobile operator whether this is the case, and if so, whether they can reactivate your mobile number.

You may be experiencing connectivity issues. Once you have established connectivity, please try subscribing to the internet plan again

If this issue persists, please submit a request and share more details with us. We are happy to help you out!

How do I subscribe to internet plans (only for Xpax user)?

Specifically for Xpax users, you can subscribe to internet plans by following the steps below:

1. Navigate to the "Prepaid" page
2. Scroll down and click on the "Internet" button
3. You will be shown a catalogue of internet plans available to you. You can view the benefits of each internet plan by clicking on "Plan Details"
4. Select your desired internet plan from the ones displayed. Do note that your new internet plan will replace any existing internet balance you have currently
5. Once the transaction is completed, you will be notified on the next page In addition to the steps above, you can subscribe to internet plans each time you complete a transaction. Just click on the "Internet Plan" button after a transaction and proceed to follow the above steps accordingly.

Why is my mobile credit and internet balance (I’m an Xpax user) different from what is reflected in my mobile operator's app?

This could happen because of various reasons:

1. The internet balance that is reflected in your mobile operator's app includes other add-ons (e.g. Facebook, Twitter quota). The internet balance in Boost refers only to your high-speed internet balance (i.e. internet that can be used for any purpose, at any time)
2. Your credit and internet balance on the mobile operator's app might not be up-to-date. In that case, please wait for a couple of hours before checking your credit and internet balance on your mobile operator's app.
3. Your credit and internet balance on Boost's app might not be up-to-date. In that case, update your credit and internet balance by sliding down the "Prepaid" page. You should see the most updated credit and internet balance together with the time and date that it was updated. If the time and date did not change, we might be having an issue getting your credit and internet balance from your mobile operator.

Please submit a request and we'll be with you shortly!

Why is my mobile credit balance different from what is reflected in my mobile operator's app?

Your mobile credit balance on the mobile operator's app might not be up-to-date. In that case, please wait for a couple of hours before checking your credit balance on your mobile operator's app. If this issue persists, please submit a request and we'll be with you shortly!

How do I get more information about the available Xpax internet plans and the benefits that are included in each plan?

Specifically for Xpax users, you will be able to see the range of internet plans that are offered as well as the benefits that are included in each internet plan by following the steps below.

1. Navigate to the "Prepaid" page
2. Scroll down and click on the "Internet" button
3. Swipe left and right to see the range of internet plans that we offer
4. Click on the icons under the "Includes" section to view the benefits that are included in each internet plan, including its validity period, the amount high speed internet and app-specific internet included

Why can't I purchase my preferred Xpax mobile internet plans here?

Specifically for Xpax users, this might happen because of a few reasons:

1. The mobile internet plans that you want to purchase are not available anymore
2. Your SIM plan that you are using currently is not eligible for the internet plans that you want to purchase.

If that's the case, you might have to migrate your current SIM plan to a newer one If this issue persists, please submit a request and we will be right with you. Do note that non Xpax users will not be able to purchase any mobile internet plans.

Does buying mobile credit & internet plans on Boost affect my validity?

There are different kinds of validity periods that your mobile prepaid account is subjected to and these will differ according to your mobile operator's policies. Xpax mobile credit validity

For Xpax subscribers, you can view your mobile credit validity period by navigating to the "Prepaid" page and looking under the "Mobile credit" section. You will be able to see the expiry date of your mobile credit

Usually, your mobile credit validity period will be extended when you top up more mobile credit and if the new validity period is longer than your old validity period.

• a) For example, if you have 5 days left before your mobile credit expires, and you top up enough mobile credit to get a validity period of 6 days, your validity period will increase from 5 to 6 days.
• b) However, if you only top up enough mobile credit to get a new validity period of 4 days, your validity period will remain unchanged at 5 days.

Xpax Internet plan validity

For Xpax subscribers, you can view your internet plan validity by navigating to the "Prepaid" page and looking under the "Internet plan" section. You will be able to see the expiry date of your internet plan

The validity period of your internet plan depends on the plan you subscribe to. You can view the validity periods of the available internet plans before you subscribe to one. To do this, click on the icons below the "Includes" section under each internet plan on the "Internet plans" page.

When you subscribe to a new internet plan, the validity period of your old internet plan will be updated to reflect the new internet plan's validity period

How do I view my mobile plan details?

For Xpax subscribers, Boost allows you to view your existing internet balance so as to control your usage and ensure that you never run out of internet

You can view your existing prepaid mobile plan details by going to the "prepaid" screen

On this screen, you will have visibility of the balance and validity period of your high speed internet (often referred to as base quota) and mobile credit.

Do note that you will not be able to see details of add ons or internet buckets restricted to certain social media services, low speed internet or internet that can only be used at certain times of the day

I bought an Xpax internet plan but the amount of mobile credit deducted is wrong.

Specifically for Xpax user, there are various reasons why you might be experiencing this. Please check and eliminate all the below-mentioned issues generally related to this:

You subscribed to a different internet plan by accident. To check the internet plan that you have subscribed, please go to the "Prepaid" page and look under the "Internet plan" section to see the internet plan that you have subscribed to. If you have subscribed a different internet plan by accident and want a refund, please contact your mobile operator to check if they allow refunds

You have subscribed to other value-added services with your mobile operator and your mobile credit is deducted accordingly. Please contact your mobile operator to check whether you have existing subscriptions that have resulted in a recent deduction of your mobile credit balance If you have subscribed to the right internet plan and you do not have existing mobile subscriptions that might have resulted in deductions from your mobile credit balance, please submit a request and we will be right with you!

I bought an Xpax internet plan but the total amount of high speed internet balance added is wrong.

When you subscribe to an Xpax internet plan, you will be able to see the amount of high speed internet added by going to the "Prepaid" page and looking under the "Available internet" section. You should be able to see the total amount of high speed internet added to your account, as well as the balance of high speed internet remaining.

If you think that the total amount of high speed internet added to your account is wrong, please check and eliminate all the below-mentioned issues generally related to this:

You subscribed to a different internet plan by accident. To check the internet plan that you have subscribed to, please go to the "Prepaid" page and look under the "Internet plan" section to see the internet plan that you have subscribed to. If you have subscribed to a different internet plan by accident and want a refund, please contact your mobile operator to check if they allow refunds

Instead of adding to your existing high speed internet balance, your mobile operator might have the policy of replacing your existing high speed internet balance with the new total amount of high speed internet. If that is the case, any remaining high speed internet that you had before you subscribed to the internet plan will be forfeited. If this issue persists, feel FREE to submit a request, and we will be right with you!