oneXOX YELLOW Frequently Asked Questions

 

GENERAL

1.       What are the postpaid plans available for subscription?
We have several postpaid plans for you to choose from. Please refer to the table below:

 

 

2.       How do I sign up for a postpaid plan?
There are a few channels for you to sign up for a postpaid plan:

a.       XOX and oneXOX Authorized Dealers

b.       XOX Physical Outlets (XOX Space, X-force, XCCs, & XPPs)

c.       XOX Online Store

d.       Dealer Affiliate Online Store

3.       Can I sign up for a postpaid plan if I am not a Malaysian?

Sure, you can. Everyone is welcomed to enjoy our postpaid plans! You may reach out to any of our XOX Authorized Outlets or XOX or oneXOX Authorized Dealers to sign up.

 

4.       Who is eligible to register for the postpaid plans?
Subscribers must be eighteen (18) years of age and above with a valid NRIC or passport to register. If you are below the age of 18 years, you can still register, but we would require parental consent from your parents.

If you are not a Malaysian, you must possess a valid passport with a remaining validity period of no less than six (6) months and a bank account from any Banks registered in Malaysia.

5.       Can I keep my existing number and switch to the postpaid plans?
Of course, you can! Switch to postpaid plans here. MNP is currently not available for non-Malaysians.

6.       How many postpaid lines can I register?
You can register up to FIVE (5) lines under one NRIC or passport!

7.       Is there an app for me to manage my account?
Yes, you can manage your account with ease on the XOX App – available on both the App Store and Google Play Store.

8.       Does postpaid have eSIM?
Yes, we do! To enjoy postpaid with eSIM, head over here for more information.

 

QUOTA BALANCE

9.       What does “Unlimited Calls” mean?
Unlimited Calls mean you have the freedom to chat away with all your besties! However, do take note that Unlimited Calls cannot be carried forward and it is subjected to our Terms and Conditions and Fair Usage Policy (FUP).

10.   How do I check my quota balance (data, talk time, and SMS)?
You can easily check your quota balance at the following channels below:

a.       SMS – Send BAL to 22111 or 23388

b.       USSD Easy Menu – Dial *150#

c.       XOX App

d.       XOX Self Care

 

CHANGE OF PLAN

11.   Can I change my plan from postpaid to prepaid or to another postpaid plan?
Unfortunately, no. Subscribers are not allowed to change to other postpaid plans, nor switch between prepaid and postpaid under the same MSISDN. To change plan types, you would need to register a new account with a new MSISDN.

POSTAID BILL PAYMENT

12.   Where can I pay my postpaid bill?
There are a few platforms for you to pay your postpaid bill:

a.       XOX App

b.       XOX Self Care

c.       XOX FAST

d.       XOX Service Centres

13.   When do I need to pay my postpaid bill?
Payments need to be made ONE (1) day before your plan refreshes to the next billing cycle.

14.   When will I receive my postpaid bill?
You will receive your postpaid Bill Statement at the end of your billing cycle each month. If you signed up on the 10^th of the month, you would receive your statement on the 10^th of the following months.

15.   Are there any SST charges for postpaid?
Yes, a 6% SST will be charged to your bill at the end of your billing cycle.

16.   What is advance payment?
An advance payment is charged when you newly registered, port-in (MNP), or requested for a change of plan – in which the amount would be used to offset your first month’s bill. The advance payment is the equivalent of your new plan’s monthly fee.

17.   Do I need to pay any deposit for my postpaid plan subscription?

A deposit equivalent to the sum of two (2) months of the monthly commitment of the Plan subscribed is chargeable to non-Malaysians subscribing for the Plan(s).

 

18.   I paid extra as pre-payment or payment for bill. What will happen to the over-payment?
It will be carried forward and reflected in your next Postpaid Bill Statement. Any additional payments made will be carried forward and reflected in your Postpaid Bill Statement as negative amount due.

 

For example, if a Postpaid Subscriber subscribes to Y38 and made a pre-payment of RM48, the additional RM10 will be reflected in their next Postpaid Bill Statement as long as they did not use the RM10 in their current month.

19.   If I make a pre-payment for 12 months, will I receive the total quota for 12 months at one go?
For all postpaid plans, the quotas (data, talk time, SMS) are credited on a monthly basis based on your monthly renewal cycle. Even if you made a pre-payment for a total of 12 months, you will only receive the total quota for ONE (1) month at once.

 

SHARING

20.   Which of the postpaid plans can share or receive quota from other XOX Mobile Subscribers?

 

21.   Can I use my postpaid data for hotspot?

Yes, most definitely. Sharing is caring!                

22.   I used up all my quota. What should I do?
Fret not! We have a whole range of Season Pass for you. Check them out right here or on XOX App.

You can also purchase data add-on via:

a.       USSD Easy Menu – Dial *150# > 3 > 1

b.       XOX App – XOX Mobile > Add-on Data

c.       XOX Self Care – Individual Plans > Add-on Data

 

Below are our pay-per-use rates for talk time and SMS:

 

Other than that, you can keep an eye out for our Happy Hour promotions that takes place on selected days. Visit oneXOX Facebook page for more info!

 

23.   Can I make international calls with my postpaid plan?

Yes, you can! However, calls made to overseas will not use the minutes from your postpaid account; it will be subjected to our International Direct Dialling (IDD) rates, which you may refer to here. 

 

CREDIT EXTENSION

24.   What does credit extension mean?
Credit extension is an advance credit that is allocated to postpaid Subscribers for the use of our services.

25.   Does postpaid have credit extension?
Yes. Credit extension will be available for all postpaid Subscribers from 3^rd January 2019 onwards.

26.   What can I use the credit extension for?
You can utilize the credit extension for pay-per-use calls and SMS, purchase of Season Pass, Happy Hour and add-ons, and share data, talk time, and/or SMS, as well as premium content.

27.   What happens if I use up my monthly credit extension?
You will have to make payment to settle the bill in order to continue enjoying our services.

28.   How do I maintain the full amount of credit extension in my account each month?
All you have to do is pay your monthly bill on time! It’s that easy.

29.   Can I request for additional credit extension?
Your wish is our command and it’s FOC too! Call us at 12273 to request for additional credit extension.

 

30.   My account is barred/blocked. What should I do?
Head over to XOX App,  XOX Self Care, or XOX FAST to pay your bills.

31.   Help! The problem I’m experiencing isn’t in the FAQ.
We are sorry to hear that. Please reach out to us at the following channels below for further assistance:

a.       Drop us a message on our oneXOX Facebook page

b.       Call 12273 (Mon-Sun, 8am to 10pm) if you are an existing XOX Subscriber

c.       Call 1300 888 010 (Mon-Sun, 8am to 10pm) if you are calling from a non-XOX Mobile number (charges applied).

 

d.       Call +603 7800 0033 (Mon-Sun, 8am to 10pm (GMT+8)) if you are calling from overseas (Calling from Abroad - charges applied).

 Last Updated on 27^th November 2025