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At which stage will I be required to perform the eKYC verification process?Can I perform eKYC verification on behalf of another person, e.g: my parents or spouse, in their absence?How long do I have to complete my eKYC verification?How long does it take to complete the eKYC verification process?How secure is my data that is processed in eKYC?Is the eKYC verification mandatory? Is there an alternative to eKYC?What are the benefits of performing the eKYC verification?What are the recommended browsers to perform eKYC?What can I do if I have missed the 3 days window period to complete eKYC verification?What happens during the eKYC verification process? What do I need to do?What is this account verification (eKYC)?What should I have ready before performing the eKYC verification?Why am I getting ID incorrect / ID not clear when trying to complete my eKYC?
Am I still entitled for Multiroom discount if I would like to Transfer of Equipment Ownership / Split of Equipment of my account?Can I request for Transfer of Equipment Ownership / Merge of Equipment / Split of Equipment if I have an outstanding balance in my account?What is the difference between Transfer of Equipment Ownership, Merge of Equipment and Split of Equipment?What is the form required for Transfer of Equipment Ownership / Merge of Equipment / Split of Equipment?What is the procedure for merging / splitting my account?What is the procedure for Transfer of Equipment Ownership?
What is SecureGo?What is the difference between WhatsApp OTP and SecureGo?How do i register for SecureGo?Do all of my transactions require SecureGo authorisations?How do I use SecureGo to authorise transactions and is there a time limit?Do I need an internet connection to approve transactions with SecureGo?What happens if I de-register SecureGo?What happens if I do not receive any SecureGo notification alert to authorise transactions or if my phone freezes?Can I register for SecureGo on two different devices?How do I use SecureGo if I perform a transaction on a different device?Previously I have activated SecureGo on my current device and have later on uninstalled the My Astro app. Do I need to reactivate SecureGo again?I have recently changed or lost my device, can I re-register for SecureGo?Why can’t I register for SecureGo on multiple devices?I received a SecureGo authorisation alert for a transaction that I did not perform. What should I do?What happens if SecureGo is under maintenance? How can I approve my transaction?
Can I still move if I have an outstanding balance on my account?How do I request for a move?How long will it be before I can continue watching Astro?How many days notice should I provide prior to moving?How much will it cost for relocation?What device(s) do I need to take with me to my new home?What is the moving procedure?Will I need to take a new contract after moving?Will I still be charged if the move is delayed?
Can I switch from one contract to another for the new packs? Will I be charged a switching fee?How are cancellation fee calculated?How do I check my contract information?How much cancellation fee will I be charged if I downgrade my packs or terminate Astro services before the end of my contract term?What if I would like to change my 12-months commitment period to 24-months? Will it be prorated? How will the commitment period be calculated?What if I would like to change my 24-months commitment period to 12-months? Is there a penalty? How will the commitment period be calculated?What is the contract period for subscribing to the new packs?
Are My Astro Rewards transferrable?Can I be downgraded to a lower tier?Can someone apart from the account holder redeem an Astro Rewards redemption?How do I know which tier I'm in?How do I redeem my rewards?How do I start using Astro Rewards?What do I do if I think there is an error regarding my redemption of rewards as part of Astro Rewards?What happens when I change tier?What is Astro Rewards?Where can I get more information about Astro Rewards?Who can access Astro Rewards?Am I eligible for the Astro Rewards?
How to terminate my Astro account?What is the process of terminating Astro account?Can I request a termination of account through Astro Exclusive Partners (AEP)/Astro Experience Store (AES)/Astro Premium Kiosk (APK)/Astro Authorised Retailer (AAR)?My subscription is still within contract, can I still proceed with the termination of account?Why my broadband account is being terminated without any request from me?Is there any additional charges to terminate my service?Where can I check my termination date/status?Can I withdraw my termination request?Why I was charged with Early Termination Fee (ETF)?I am a 3rd party, can I request on behalf of account holder?Where can i provide the Authorization letter?Can I terminate my account which in ‘Inactive’ status?When will I receive my final bill?I have credit balance in my account. How do I get my refund?Will I be charged for reconnection?Do I need to return all the devices after cancellation?
Do I need to return my equipment after termination of my account?What happens if I do not return Astro equipment?Why do I need to return Astro equipment?How do I recycle other Astro Equipment?Can I return the box even after I have been charged for the box fee?I missed the collection appointment; what do I do now?Can I reschedule my pickup date?Do I have to pack my equipment before handing it over to the courier agent/installer?Do I have to print anything or fill in any forms before handing my equipment over to the courier agent/installer?I have the Astro Fibre router and modem to return, however, the cable(s) that come with them are damaged/lost; will there be any penalty fees?How do I know if I am being charged for the box fee?Can I return the box even after I have been charged for the box fee?Do I need to pay for any charges when the courier agent comes to pick up the Astro box & Smart Card/SIM Card?How do I know if I am being charged for the box fee?How do I recycle other Astro Equipment?How do I return my Astro & Broadband devices?How do I return my Astro Fibre devices after service termination?How do I return my Plug & Play Box?How do I return my Satellite TV Device(s)?I didn't receive any SMS notification on the Astro box & Smart Card/SIM Card retrieval request?What are the items that I need to return to Astro?What happens if I do not return the Astro box & Smart Card/SIM Card?What happens if I have lost my Astro Box or Smart Card/SIM Card?Why do I need to return the Astro box & Smart Card/SIM Card?
Why do I need to return the Ultra Box or Ulti Box and the SIM Card?How do I return my Ultra Box or Ulti Box and SIM Card?Do I need to return non-Ultra Box or Ulti Box?Can I return my Ultra Box or Ulti Box at City-Link without the box?Besides my Astro Box, what other items do I need to return to Astro after service termination?I subscribed to Ultra Box/Ulti Box with Broadband (DBB), and I have terminated my services. What should I do?Do I have to print or fill in any forms before handing my Ultra Box or Ulti Box to the appointed courier agent?Do I need to bear any shipping cost for my Ultra Box or Ulti Box return?How long will it take before I am charged the RM 100 fee and how do I know if I have been charged for it?What happens if I lose my Ultra Box, Ulti Box?Can I still return the Ultra Box and Ulti Box after I have been charged the fees?What happens if customers do not want to return their Ultra Box or Ulti Box with the SIM Card but want the box fee to be waived?What if a customer insists on the refund three (3) months after being charged?How do I know that Astro have received the Ultra Box/Ulti Box?Can a third party drop off the Astro box at the nearest courier partner's branch?Will Astro add more drop-off locations with other courier partners in the future?
Can anyone link their Astro ID with my Astro account?Do I have to be an existing Astro customer to have an Astro ID?How do I change my password?How do I delete my Astro ID?How do I link my Astro ID to my Astro account?I did not receive recovery email or verification code to reset my Astro ID password. What should I do?I have forgotten my password; what should I do?I have issues Securing my Astro ID / linking my Astro ID to Astro Account. What should I do?I'm having trouble logging in with my Astro ID. What should I do now?What is Astro ID?How to create Astro ID?
Why is this activity being carried out?What is this “Astro ID Verification” activity?Will I need to verify my Astro ID everytime I log in?How do I verify my Astro ID?I forgot my password, what do I do now?I forgot my Astro ID, what do I do now?I remember having an Astro ID, but when I tried to retrieve my Astro ID or reset my password, my account cannot be found; what do I do now?I’m having trouble to complete the Astro ID verification; what should I do now?
What is My Astro?Where can I view all my bill statements?My payment is successful but I have waited more than five (5) minutes and it is not reflecting in My Astro. What should I do?How to refresh my smartcard in My Astro?Who is eligible to use My Astro?How can I access My Astro?How to buy Astro First movies on My AstroI do not have an Astro ID yet. Can I still use this service?I rented an Astro First title. How will I be charged?How long will it take for the activation of the channel or content after an Astro First title has been purchased on My Astro?What should I do if I have forgotten my password?Can I watch channels / shows using My Astro app?How do I check what my Astro subscription plan is on My Astro?How to switch to the new Astro packs in My Astro?How do I browse for showtimes by channels?How to upgrade or downgrade my Astro pack?Which features are not available in the new My Astro?Can I change my service address in My Astro?Can I track my delivery/installation status in My Astro?How do I provide feedback if the My Astro App doesn't work?Where can I update my contact details?How to pay Astro bill on My Astro?
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