Frequently Asked Question

Why am I still charged for data roaming usage when I have turned off Data Roaming or/and Mobile Data through Settings on my phone?

Depending on your phone model’s configuration, it may make a data connection on the roaming carrier’s network and incur data roaming charges. To avoid incurring unintended data roaming charges, you can either:

• Disable both Data Roaming feature and 4G/5G service on your mobile device. Thereafter, turn Airplane mode to “On” and then “Off”; or
• Deactivate data roaming service on your mobile line via the following self-service channels:
  My M1 App
  Manage My Account

Service is not applicable for Bespoke Flexi, Bespoke Contract, Bespoke SIM-only and Bespoke Family Plan.

How do I sign up for the $15 Unlimited Data Roaming promotion?
There is no need to sign up for this promotion. Customers will enjoy the promotion on the specified preferred partner networks.

Do I need data roaming service to enjoy this promotion?
Yes. Please refer to the "Activate Data Roaming" guide for more information on how to activate data roaming service.

If I use more than $15 worth of data on the preferred partner network on 2 consecutive days, what will be my total data roaming charges?

Roaming Subscription customers will pay: $15 x 2 days = $30
Pay-Per-Use Roaming customers will pay: $18 x 2 days = $36

I use less than $15 worth of data on the preferred partner network. Do I still pay $15 per day?
No. For data roaming usage below $15, Roaming Subscription customers will be charged at $0.20 per 10KB. For data roaming usage below $18, Pay-Per-Use Roaming customers will be charged at $0.24 per 10KB.

If I use less than $15 worth of data on Day 1 but more than $15 worth of data on Day 2, will data roaming charges be capped at $15 on Day 2?
Yes. Data roaming charges will be capped at $15 for Roaming Subscription customers and capped at $18 for Pay-Per Use-Roaming customers on Day 2.

If I am a Roaming Subscription customer and I have used more than $15 worth of data on Celcom/Malaysia and XL/Indonesia on the same day, how will I be charged?
Customers will be charged $15 x 2 = $30 as the promotional rate is based on per operator per day basis.

Service is not applicable for Bespoke Flexi, Bespoke Contract, Bespoke SIM-only and Bespoke Family Plan.

How do I sign up for the $25 Unlimited Data Roaming promotion?
There is no need to sign up for this promotion. Customers will enjoy the promotion on the specified preferred partner networks.

Do I need data roaming service to enjoy this promotion?
Yes. Please refer to the "Activate Data Roaming" guide for more information on how to activate data roaming service.

If I use more than $25 worth of data on one of the preferred networks on 2 consecutive days, what will be my total data roaming charges?
Roaming Subscription customers will pay: $25 x 2 days = $50
Pay-Per-Use Roaming customers will pay: $30 x 2 days = $60

I use less than $25 worth of data on one of the preferred networks. Do I still pay $25 per day?
No. For data roaming usage below $25, Roaming Subscription customers will be charged at $0.20 per 10KB. For data roaming usage below $30, Pay-Per-Use Roaming customers will be charged at $0.24 per 10KB.

If I use less than $25 worth of data on Day 1 but more than $25 worth of data on Day 2, will data roaming charges be capped at $25 on Day 2?
Yes. Data roaming charges will be capped at $25 for Roaming Subscription customers and capped at $30 for Pay-Per Use-Roaming customers on Day 2.

I am travelling from New York to Singapore with different time zones and I am using $25 Daily Unlimited Data Roaming. How am I charged?
Usage charges for the promotion will be based on Singapore time 00:00 to 23:59 GMT +8 per 1-day usage. The promotion will not be charged at a pro-rated fee.

GENERAL

Can I subscribe to Data Passport on any M1 mobile plans?
You can subscribe to Data Passport on our current range of mobile data bundled plans:

• Bespoke Flexi
• Bespoke Contract
• Bespoke SIM
• Bespoke Family
• MySIMe Plan

If your mobile plans are not eligible, you can switch to an eligible plan and subscribe to Data Passport.
^Data Passport usage from your plan and add-on bundle (if any) in excess of 15GB will be charged at $12.22/GB.

Do I need to activate any Roaming services to use Data Passport?
No, Pay-As-You-Go roaming service will be automatically activated when you subscribe to Data Passport. However, you will need turn on Data Roaming Setting on your mobile device.

If these services are not activated on your mobile plan, Pay-Per-Use Roaming and Data Roaming services will be automatically activated when you subscribe to Data Passport. If your Mobile Broadband plan is not eligible, you can switch to an eligible Mobile Broadband plan and subscribe to Data Passport.

Can I subscribe to Data Passport on my M1 Prepaid Mobile/Mobile Broadband plan?
No, Data Passport is only available for selected Bespoke Mobile/Mobile Broadband plans.

What is recurring Data Passport?
Data Passport (recurring) will be valid on a monthly recurring basis until deactivated.

How do I subscribe/unsubscribe to Data Passport?
You can do so via My M1+ App.

By deactivating the Data Passport service, Pay-Per-Use Roaming (Voice, SMS & Data) service will still be available on your mobile line. If you wish to also deactivate these services, you can do so through My M1+ App.

How do I know if I have successfully subscribed/terminated Data Passport?
You will receive a confirmation notification in My M1+ app when your Data Passport is activated/terminated.

Do I need to subscribe to Daily Passport before I travel?

You can subscribe to a Data Passport when in Singapore or overseas via My M1+ App. We recommend that you subscribe to Data Passport before leaving for your travel destination.

Can I subscribe to more than one Data Passport at the same time?
Yes, you can subscribe to one or more Data Passport at the same time. A one-time activation fee of $5 and monthly subscription for the selected data passport will apply. An additional monthly charge of $5 will apply for multi-SIM users.

CHARGES

What are the charges if I subscribe to a $15 Data Passport on my Bespoke plan?​
A one-time activation fee of $5 and $15 monthly subscription will apply for each $15 Data Passport activated.

What are the charges if I subscribe to Europe Data Passport on my Bespoke plan?​
A one-time activation fee of $5 and monthly subscription of $65 will apply for Europe Data Passport.

What are the charges if I subscribe to 2 Data Passports for Indonesia and Malaysia?
A one-time activation fee of $5 and monthly subscription of $15 will apply for each Data Passport activated.

You will be charged a total of $40 ($10 activation fee + $30 subscription) in the first month of subscription. $30 for subscription will apply in the subsequent months.

What are the charges if I subscribe to 2 Data Passports for Indonesia and Europe?​
For Data Passport - Indonesia: A one-time activation fee of $5 and monthly subscription of $15 will apply. For Europe Data Passport: A one-time activation fee of $5 and monthly subscription of $65 will apply.​

You will be charged a total of $90 ($10 activation fee + $80 subscription) for the first month of activation. $80 for subscription on the two Data Passports will apply in the subsequent months.

I unsubscribed from my Malaysia Data Passport last month. Will I be charged activation fee if I have re-subscribe to Malaysia Data Passport next month?​
Yes. There is a $5 activation fee each time you activate a Data Passport.​

Will the subscription be pro-rated if I subscribe to/terminate my Data Passport?​
Data Passport subscription will not be pro-rated. The subscription will be charged on a monthly basis from date of Data Passport activation.

Is there any minimum term of subscription for Data Passport?​
Data Passport (recurring) is charged on a monthly recurring basis from the date of activation and you may terminate the service within the same month.

USAGE

I am subscribed to Europe Data Passport. Can I use my local data bundle for roaming in all Europe Union countries?
Europe Data Passport is valid for usage in 43 countries on preferred networks. If you need to locate the preferred network, simply access My M1+ App.

Which local data bundles can I use with Data Passport?
You can use the local data that is bundled with your Mobile/Mobile Broadband plan.

I have been using my local data bundle for roaming with Data Passport. Can I check how much data I have left on my bill plan bundle so that I can control my usage?
You can check your data usage via My M1+ App.

How am I charged for excess usage when my local data bundle is fully utilised?
Usage in excess of the local data bundles will be charged at local rates with a data bill cap according to the usage charges specified for your Mobile/Mobile Broadband service plans, value-added services and data benefits.

Data Passport usage from your plan and add-on bundle (if any) in excess of 15GB will be charged at $12.22/GB.

GENERAL

Can I subscribe to Daily Passport on any M1 mobile plans?
You can subscribe to Daily Passport on our current range of mobile data bundled plans:

• Bespoke Flexi
• Bespoke Contract
• Bespoke SIM
• Bespoke Family
• MySIMe Plan

If your mobile plans are not eligible, you can switch to an eligible plan and subscribe to Daily Passport.

Do I need to activate any Roaming services to use Daily Passport?
No, Pay-As-You-Go roaming service will be automatically activated when you subscribe to Daily Passport. However, you will need turn on Data Roaming Setting on your mobile device.

If these services are not activated on your mobile plan, Pay-Per-Use Roaming and Data Roaming services will be automatically activated when you subscribe to Daily Passport. If your Mobile Broadband plan is not eligible, you can switch to an eligible Mobile Broadband plan and subscribe to Daily Passport.

Can I subscribe to Daily Passport on my M1 Prepaid Mobile/Mobile Broadband plan?
No, Daily Passport is only available for selected Bespoke Mobile/Mobile Broadband plans.

How do I subscribe/unsubscribe to Daily Passport?
You can do so via My M1+ App.
By deactivating the Daily Passport service, Pay-Per-Use Roaming (Voice, SMS & Data) service will still be available on your mobile line. If you wish to also deactivate these services, you can do so through My M1+ App.

How do I know if I have successfully subscribed/terminated Daily Passport?
You will receive a confirmation notification in My M1+ app when your Daily Passport is activated/terminated.

Do I need to subscribe to Daily Passport before I travel?
You can subscribe to a Daily Passport when in Singapore or overseas via My M1+ App. We recommend that you subscribe to Daily Passport before leaving for your travel destination and worry free, you will be charged only when data roaming usage is detected.

Can I subscribe to multiple countries Daily Passport at the same time?
Yes, you can subscribe to one or more countries’ Daily Passport at the same time. A $4.95 subscription charge will be incurred in the month that you travel regardless of multiple destinations.

CHARGES

What are the charges if I subscribe to 2 Daily Passports for Indonesia and USA within the same bill cycle month?
Indonesia: $2.95 for each Daily Passport activated
USA: $7.95 for each Daily Passport activated
Subscription charge: $4.95 on the month you travel with Daily Passport
You will be charged a total of $11.85 ($2.95 for Indonesia + $7.95 for USA + $4.95 subscription) when data roaming usage is detected.

What are the charges if I subscribe to 2 Daily Passports for Indonesia and USA overlapping 2 bill cycle months?
Indonesia: $2.95 for each Daily Passport activated
USA: $7.95 for each Daily Passport activated
Subscription charge: $4.95 on the month you travel with Daily Passport
You will be charged a total of $16.80 ($2.95 for Indonesia + $7.95 for USA + $4.95 subscription x 2 months) when data roaming usage is detected.

What are the charges if I subscribe to a $2.95 Daily Passport on my plan? I am also subscribed to multi-SIM service.
You will be charged $2.95 for each Dailly Passport activated and $4.95 subscription on the month you travel with data roaming usage is detected. No additional charge for multi-SIM users.

Will the subscription be pro-rated if I subscribe to/terminate my Daily Passport?
Daily Passport charge will not be pro-rated. The monthly subscription will be charged when data roaming usage is detected.

Is there any minimum term of subscription for Daily Passport?
Daily Passport is a daily plan with auto-renewal every 24 hours. You may turn-off data roaming to pause the subscription or deactivate to terminate.

USAGE

I am subscribed to Malaysia Daily Passport. Can I use my data bundle for roaming in other countries?​
Daily Passport is valid for usage in the specific country subscription only.​

Do I use my local data bundle for roaming with Daily Passport?​
Daily Passport comes with additional roaming data on-top of your local data bundle for overseas usage.​

I have activated Daily Passport. How do I calculate the usage validity?​
Daily Passport is valid for 24 hours from the activation time in foreign country.
Eg. Daily Passport activated in Thailand at 0600hrs on 01 Jan 23 and will expire after 24hrs at 0559hrs on 02 Jan 23.​Notification alert with details will be available in My M1+ App when Daily Passport has been successfully activated.​

How am I charged for excess usage when my Daily Passport data bundle is fully utilised?​
A new bundle will be auto activated when data usage exceeds the data entitlement unless data roaming is turned off.​

I am subscribed to Data Roaming Cap service at $100. Will I still receive these alerts if I have data roaming usage with Daily Passport?​
Yes, you will receive an SMS alert when your data roaming cap reaches the pre-set limit of $100.

Why do I need Network Lock?
Network Lock is a feature that protects you from unintended data roaming usage by enabling data roaming only on preferred networks in Data Passport, Daily Passport and Daily Unlimited Data Roaming destinations.

Network Lock will be automatically provisioned to your Postpaid Mobile/Mobile Broadband Plan when you activate data roaming service.

Will I be charged for Network Lock?
No, Network Lock is a complimentary feature to protects customers from unintended data roaming usage on non-preferred networks.

Can I log on to non-preferred networks when Network Lock is activated?
Yes, you can log on to non-preferred networks to make voice calls and SMS when Network Lock is activated. Data roaming usage will only be limited to preferred networks.

I am travelling to a country that does not have a preferred network. Can I still use data roaming?
Yes, you can use data roaming on any network in a country that does not have a preferred network.

Why am I not connected to the preferred network?
The Network Lock feature does not connect you automatically to a preferred network. If your device setting is on “Auto Network Selection” mode, you will be connected to the network with the strongest coverage based on your current location. Network Lock will disable data roaming usage if your device connects to a non-preferred network in Data Passport and Daily Passport countries.

You can manually select and connect to the preferred network on your device to minimize any disruption to data usage.

Am I eligible for 5G Roaming?
All M1 customers with the following can enjoy 5G Roaming:
1. An active 5Go Access/ 5Go Plus Booster subscription
2. A 5G enabled device
3. A 5G SIM card

How do I sign-up or activate my 5Go Access?
All M1’s Bespoke plans now comes with FREE 5Go Access until further notice. You will immediately get it activated when you sign up or change to the eligible plans. Alternatively, you may activate 5Go Access via My M1+ App.
For more information, please visit: https://www.m1.com.sg/support/faq/5g-sa-faq

What are the 5G enabled device?
For the list of device, please visit: https://www.m1.com.sg/support/faq/5g-sa-faq

Why do I need a 5G SIM?
A new 5G SIM card is required to enable you to seamlessly connect to M1’s 5G network along with a 5G compatible device.
For more information, please visit: https://www.m1.com.sg/support/faq/5g-sa-faq

Which destination is available with 5G Roaming?
You may enjoy 5G Roaming at the following destinations:

How do I start using 5G Roaming?
You will need a 5G enabled mobile device with active 5Go Access / 5Go Plus Booster subscription before you can start using 5G Roaming.
Upon reaching your destination, please ensure 5G network setting is enabled in your mobile device and preferred network is selected.
For IOS user: Go to “Settings” > Select “Mobile Data” > Select “Mobile Data Options” > Select “Voice & Data” > Set to “5G On” & make sure to have “5G Standalone” turned on.
For Android user: Go to “Settings” > Select “Connections” > Select “Mobile Networks” > Select “Network Mode” > Set to “5G/LTE/WCDMA/GSM (auto connect)”.
For more details on 5G Device Settings, please visit: https://www.m1.com.sg/support/faq/5g-sa-faq

How do I know whether I am connected to 5G?
You should be able to see a 5G icon at the top of your device. If you do not see it, please check that you have the following:
1. An active 5Go Access / 5Go Plus Booster subscription
2. A 5G enabled device
3. A 5G SIM card
4. An active Data Passport or Daily Passport subscription
5. Device is set to the correct 5G settings
6. Selected preferred network with 5G Roaming enabled

If I am not in the 5G network area, what will happen?
You will continue to enjoy undisrupted 4G connectivity when not in the 5G network area.

I've got a 5G device and a 5G plan but I'm not able to connect to 5G network. What do I need to do?
To enjoy seamless and undisrupted 5G network, you'll need to be on a 5G enabled device, a 5G SIM card, a 5G enabled plan and the right 5G settings on your device. Once you have these combination, you'll be able to enjoy 5G Roaming with minimal distruption.

I'm not able to connect to 5G network, what can I do?
Please check that you have the following:
1. An active 5Go Access / 5Go Plus Booster subscription
2. A 5G enabled device
3. A 5G SIM card
4. An active Data Passport or Daily Passport subscription
5. Device is set to the correct 5G settings
6. Selected preferred network with 5G Roaming enabled

If you have all the above and still not getting 5G network, you may need to reset the 5G settings in your device and reconnect to the selected preferred network.

Can I choose alternative network available for 5G Roaming?
5G Roaming is only available on the selected operator's network in the listed destinations.

What is VoLTE?
VoLTE (Voice over Long Term Evolution) enables you to place a high quality voice call over a 4G network without disctrupting your data surfing activities.

Am I eligible to use VoLTE?
VoLTE is available on all compatible phones in countries with VoLTE services enabled.

What do I need to start using VoLTE?
All you need is a VoLTE compatible phone & 4G network supporting VoLTE.

What is the charges for VoLTE?
VoLTE voice call minutes are billed at the same rate as the current voice rates.

Will VoLTE calls usage deduct from my data roaming bundle?
No, it will not be deducted from any data roaming bundle.

What are the VoLTE compatible phones?
VoLTE compatible phones:
-Apple iPhone series 7 and above
-Samsung S21 & S22 series, Tab series, Z fold 3, Z flip 3, A33 & A53
-Oppo Find X3 Pro, Reno 7, Reno 7 Pro, Reno 7Z, Reno 5, Reno 5Z & Reno 6 Pro
-Vivo V23, X70, X70 Pro, Y76
-Xiaomi Mi12, Mi 12 Pro, M1 11 Lite NE 5G, Mi 11 T Pro & Note 11 Pro

You may also check with your phone manufacturer for its specification on VoLTE supported phone.

How do I enable VoLTE?
Apple Device

1. Proceed to Settings > Mobile Data > Mobile Data Options > Voice & Data
2. Select 4G and enable VoLTE (if applicable)
3. You are now ready to make a call!

Android Device

1. Proceed to Settings > Mobile Data Options > enable VoLTE
2. You are now ready to make a call!

How do I make VoLTE calls?
VoLTE-supported phones will show a VoLTE icon at the top of the screen near the signal bar when it is enabled. You can start making calls once you see the VoLTE indicator displayed.

How to differentiate I'm on a VoLTE call?
You will continue to stay on 4G network while the call is in progress. If the connection dropped to 3G, if is not consider a VoLTE call.

What happen if I move from 4G coverage to 3G coverage during a call? Is my call consider VoLTE or non-VoLTE?
VoLTE calls can only be made on 4G network connection. Calls will be switch to non-VoLTE should the network dropped to 3G connection.

I have a VoLTE compatible phone, 4G network and also turned on the VoLTE settings, why I'm not able to make voice call?
This may be due to unstable 4G coverage in the preferred network. To continue using voice calls, you may disable VoLTE in the phone settings and make a non-VoLTE call.

Why is my VoLTE call not stable? What can I do?
This may be due to unstable 4G coverage in the preferred network. To continue using voice calls, you may disable VoLTE in the phone settings and make a non-VoLTE call.

I'm holding a Multi-SIM, can I make a VoLTE call?
Yes. Outbound Roaming VoLTE call is supported for users with multi-SIM service.

Which destination is available for VoLTE?
You may enjoy VoLTE service in the following destinations: