FAQ


FAQ
































1. How do I purchase the Ansar mobile prepaid SIM pack?

You can purchase it from the Ansar mobile online portal.


2. Can non-Malaysians buy a prepaid SIM card from the Ansar mobile online store?

Yes. You will need to provide your Passport number.


3. How much is the starter pack, and what is preloaded airtime in the SIM card?

The starter pack is priced at RM10.80, with preloaded RM5 airtime valid for 30 days, and 100MB worth of data usage valid for 5 days upon activation.


4. When I purchase a new prepaid starter pack, will I be charged GST and how much will it be?

The 6% GST is already included in the price of the starter pack.


1. I have just purchased a new Ansar mobile starter pack. How do I activate the SIM card?

a) If you purchased the starter pack at a retail shop, the registration will be performed for you by the staff of the retail shop where you purchase the starter pack. The new SIM card is activated as soon as the registration is completed successfully.

b) If you purchased the starter pack at our online portal, you will need to request for activation as soon as you received the starter pack. Activation instruction will be included in the invoice sent together with the parcel. However, during the purchasing process you will need to provide all the required personal details for registration purposes.


2. My line has yet been activated after two hours. What should I do?

a) If you purchased the starter pack at a retail shop, please return to the retail shop to check the status of your registration.

b) If you purchased the starter pack at our online portal and received your starter pack, please activate your SIM card according to the activation instructions stated in the invoice. Your invoice is included with your delivered package. You may contact us at 1800 87 7790 (local) / +603-8073 2279 (outside Malaysia) or email us at support@ansarmobile.com.my for further assistance if required.


1. How do I make online payment for Ansar mobile purchases?

The Ansar mobile online portal accepts Visa or Master credit cards and debit cards issued in Malaysia or bank transfer. OR you are welcome to walk-in to the nearest Ansar mobile authorised dealer’s counter to make your purchase.


2. I didn’t get my receipt via email. Can resend to me?

If you have purchased your Starter Pack or Reload voucher from a retail shop, please visit the retail shop again to ask for their assistance. If your purchase are made via www.ansarmobile.com.my, you may contact us at 1800 87 7790 (local) / +603-8073 2279 (outside Malaysia) or email us at support@ansarmobile.com.my for further assistance.


3. How do I know if my transaction is successful?

We will send you a SMS or an email to inform on you of your successful purchase. If you do not receive the SMS or email, it will mean that your purchase did not complete successfully. You can try to purchase again after 4 hours.


4. Can I cancel or change my order?

No, you are not allowed to cancel or change your order once payment is made. Ansar mobile strictly observes a “No Refund” policy. We strongly advise you to read our Terms & Conditions before you make the purchase.


5. I am not able to make online payment (the payment mechanism is not working). What should I do?

Disable all pop-up blockers, i.e. ensure your browser allows pop-ups. If that doesn’t work, check your credit card, if it requires “3D secure” pre-registration.


1. How much is the data plan?

The data plan is priced as following:

a) RM28 for 2GB of data usage and valid for 30 days.

b) RM60 for 5GB of data usage and valid for 30 days.


2. How do I subscribe to the data plan?

Step 1: Dial *199# to access the Ansar Mobile menu from your mobile phone.

Step 2: Select ‘4. Pas Internet’ from the Menu selection.

Step 3: Select ‘1 RM28 untuk 2GB/30 Hari’ OR ‘2 RM60 untuk 5GB/30 Hari’ to confirm subscription.

Step 4: Wait for SMS confirmation. We will send you a SMS to confirm your successful data subscription.


1. How will my order be delivered?

Your purchase will be delivered to you via our courier/logistic partners. A tracking number will be provided to you after we have shipped out your order.


2. I was not informed about my package delivery. What should I do?

We advise that you access the courier company’s tracking website to track your delivery. You will need to use the tracking number that we have supplied you to identify your shipment.


3. What is your shipping policy?

a. Shipping is free for Ansar mobile Starter Pack Option 2 with RM60 Reload.

b. We aim to deliver your order within 5 working days (excluding weekends and public holidays) from the date of your purchase is shipped out via our logistic partners.

c. Delivery time depends on traffic conditions, dispatching schedules and routing.

d. We offer nationwide delivery within Malaysia.

e. Kindly note that we do not accept special delivery requests such as “dropping off parcels at guard house” or P.O. Box addresses.

f. You will need to produce your original MyKad/Passport (for non-Malaysians) for recipient verification by the delivery agent. The delivery agent will hand over the package to you upon verifying your details.


4. Can I still change my delivery address after the order has been confirmed?

If you need to change your delivery address, please contact us at 1800 87 7790 (local) / +603-8073 2279 (outside Malaysia) or email us at support@ansarmobile.com.my within 8 hours from the purchase date. If your order has been couriered out, you will need to contact the courier company to make any new arrangements.


5. I have received an incorrect item or damaged packaging at the point of delivery. What should I do?

We advise customer to inspect their items upon receiving the order, and return any defect or damaged SIM card to our delivery partner.


1. I purchased RM60 worth of reload credit along with a plan from your online portal. How do I reload?

You will receive the two reload soft PIN worth RM30 each via SMS, after your new Ansar mobile number is activated. You may dial *178*16 digits PIN code# to perform reload by using your new Ansar mobile number.


2. Do I need to sign up or log in to the online prepaid reload service to use this facility?

No sign up is required.


3. Where can I reload?

You can perform a reload via the Ansar mobile website (www.ansarmobile.com.my); or 3rd party reload agents; Ezeelink terminal.


4. Are all reloads subject to GST? If no, what top-ups reload are excluded from GST?

Yes, all physical or e-reload are subject to 6% GST.


5. What is the new mechanism of GST Implementation for Prepaid Telecommunication Services beginning 1st January 2016?

As announced during the tabling of Malaysia Budget 2016, the new mechanism for GST Implementation for Prepaid Telecommunications Services will be based on a 10:10 model, which means the user will pay RM10 at the point of sale and they will get RM10 worth of credit. This new GST implementation mechanism is only applicable to Malaysian citizens. 

At the point of purchase, all users will be charged 6% GST for mobile prepaid telecommunication services based on the new GST implementation mechanism.  Malaysian citizens will receive the 6% GST rebate, the rebate equivalent of the amount of GST paid, within 24 hours. i.e. The user pays RM10 for RM10 worth of credit.

Non-Malaysian citizens are not entitled to this 6% GST rebate, the rebate equivalent of the amount of GST paid. i.e. The user pays RM10 for RM9.43 worth of credit.


6. Will I be notified on my data usage?

Yes, you will receive SMS notification when you have reached RM5 data usage in a day.


1. What is the Deactive Period?

The Deactive Period is a grace period granted to subscriber’s who plan has been deactivated due to not topping up. During your account’s deactive period, your line will be suspended and you will not be able to make calls, send SMS or browse the internet, but you can receive incoming call and SMS. Please reload to activate your line again so that you will be able to enjoy the full telecommunication services. To avoid service cancellation, please top up before the end of deactive period.


2. How will this impact a subscriber whose account has been deemed deactive?

a. For subscribers whose account is currently placed in deactive status (not exceeding 60 days after the end of the Active Period), their line will be barred (no outgoing transactions or Internet allowed) as per the current lifecycle.

b. For subscribers whose account is placed in deactive status (exceeding 60 days after the end of the Active Period), their line will be terminated as per the current lifecycle. So do try to perform a reload to avoid service interruption before your line is terminated.


3. What is the duration of the active period that I can enjoy for Ansar Mobile reload?

Your active period is based on the reload amount that has been purchased.


4. How do I stay active?

a) Top up RM15 every month to keep your account active.

OR

b) Purchase of ‘365 days validity’ with just RM35 via Ansar Mobile menu (dial *199#) to enjoy the 365 days validity.


5. How do I purchase ‘365 days validity’?

Step 1: Dial *119# to access the Ansar Mobile menu from your mobile phone.

Step 2: Select ‘5. Lanjut Tempoh Luput’ from the Menu selection.

Step 3: Select ‘1. RM35 untuk 365 Hari’.

Step 4: Select ‘1. Teruskan’ to confirm subscription.

Step 5: Wait for SMS confirmation. We will send you a SMS to confirm your successful data subscription.

Note - To avoid service subscription failure, kindly ensure you have sufficient prepaid credit balance.


6. How do I check my balance?

Dial *113# to check your balance.



1. How do I purchase the Ansar mobile prepaid SIM pack?

You can purchase it from the Ansar mobile online portal.


2. Can non-Malaysians buy a prepaid SIM card from the Ansar mobile online store?

Yes. You will need to provide your Passport number.


3. How much is the starter pack, and what is preloaded airtime in the SIM card?

The starter pack is priced at RM10.80, with preloaded RM5 airtime valid for 30 days, and 100MB worth of data usage valid for 5 days upon activation.


4. When I purchase a new prepaid starter pack, will I be charged GST and how much will it be?

The 6% GST is already included in the price of the starter pack.


1. I have just purchased a new Ansar mobile starter pack. How do I activate the SIM card?

a) If you purchased the starter pack at a retail shop, the registration will be performed for you by the staff of the retail shop where you purchase the starter pack. The new SIM card is activated as soon as the registration is completed successfully.

b) If you purchased the starter pack at our online portal, you will need to request for activation as soon as you received the starter pack. Activation instruction will be included in the invoice sent together with the parcel. However, during the purchasing process you will need to provide all the required personal details for registration purposes.


2. My line has yet been activated after two hours. What should I do?

a) If you purchased the starter pack at a retail shop, please return to the retail shop to check the status of your registration.

b) If you purchased the starter pack at our online portal and received your starter pack, please activate your SIM card according to the activation instructions stated in the invoice. Your invoice is included with your delivered package. You may contact us at 1800 87 7790 (local) / +603-8073 2279 (outside Malaysia) or email us at support@ansarmobile.com.my for further assistance if required.


1. How do I make online payment for Ansar mobile purchases?

The Ansar mobile online portal accepts Visa or Master credit cards and debit cards issued in Malaysia or bank transfer. OR you are welcome to walk-in to the nearest Ansar mobile authorised dealer’s counter to make your purchase.


2. I didn’t get my receipt via email. Can resend to me?

If you have purchased your Starter Pack or Reload voucher from a retail shop, please visit the retail shop again to ask for their assistance. If your purchase are made via www.ansarmobile.com.my, you may contact us at 1800 87 7790 (local) / +603-8073 2279 (outside Malaysia) or email us at support@ansarmobile.com.my for further assistance.


3. How do I know if my transaction is successful?

We will send you a SMS or an email to inform on you of your successful purchase. If you do not receive the SMS or email, it will mean that your purchase did not complete successfully. You can try to purchase again after 4 hours.


4. Can I cancel or change my order?

No, you are not allowed to cancel or change your order once payment is made. Ansar mobile strictly observes a “No Refund” policy. We strongly advise you to read our Terms & Conditions before you make the purchase.


5. I am not able to make online payment (the payment mechanism is not working). What should I do?

Disable all pop-up blockers, i.e. ensure your browser allows pop-ups. If that doesn’t work, check your credit card, if it requires “3D secure” pre-registration.


1. How much is the data plan?

The data plan is priced as following:

a) RM28 for 2GB of data usage and valid for 30 days.

b) RM60 for 5GB of data usage and valid for 30 days.


2. How do I subscribe to the data plan?

Step 1: Dial *199# to access the Ansar Mobile menu from your mobile phone.

Step 2: Select ‘4. Pas Internet’ from the Menu selection.

Step 3: Select ‘1 RM28 untuk 2GB/30 Hari’ OR ‘2 RM60 untuk 5GB/30 Hari’ to confirm subscription.

Step 4: Wait for SMS confirmation. We will send you a SMS to confirm your successful data subscription.


1. How will my order be delivered?

Your purchase will be delivered to you via our courier/logistic partners. A tracking number will be provided to you after we have shipped out your order.


2. I was not informed about my package delivery. What should I do?

We advise that you access the courier company’s tracking website to track your delivery. You will need to use the tracking number that we have supplied you to identify your shipment.


3. What is your shipping policy?

a. Shipping is free for Ansar mobile Starter Pack Option 2 with RM60 Reload.

b. We aim to deliver your order within 5 working days (excluding weekends and public holidays) from the date of your purchase is shipped out via our logistic partners.

c. Delivery time depends on traffic conditions, dispatching schedules and routing.

d. We offer nationwide delivery within Malaysia.

e. Kindly note that we do not accept special delivery requests such as “dropping off parcels at guard house” or P.O. Box addresses.

f. You will need to produce your original MyKad/Passport (for non-Malaysians) for recipient verification by the delivery agent. The delivery agent will hand over the package to you upon verifying your details.


4. Can I still change my delivery address after the order has been confirmed?

If you need to change your delivery address, please contact us at 1800 87 7790 (local) / +603-8073 2279 (outside Malaysia) or email us at support@ansarmobile.com.my within 8 hours from the purchase date. If your order has been couriered out, you will need to contact the courier company to make any new arrangements.


5. I have received an incorrect item or damaged packaging at the point of delivery. What should I do?

We advise customer to inspect their items upon receiving the order, and return any defect or damaged SIM card to our delivery partner.


1. I purchased RM60 worth of reload credit along with a plan from your online portal. How do I reload?

You will receive the two reload soft PIN worth RM30 each via SMS, after your new Ansar mobile number is activated. You may dial *178*16 digits PIN code# to perform reload by using your new Ansar mobile number.


2. Do I need to sign up or log in to the online prepaid reload service to use this facility?

No sign up is required.


3. Where can I reload?

You can perform a reload via the Ansar mobile website (www.ansarmobile.com.my); or 3rd party reload agents; Ezeelink terminal.


4. Are all reloads subject to GST? If no, what top-ups reload are excluded from GST?

Yes, all physical or e-reload are subject to 6% GST.


5. What is the new mechanism of GST Implementation for Prepaid Telecommunication Services beginning 1st January 2016?

As announced during the tabling of Malaysia Budget 2016, the new mechanism for GST Implementation for Prepaid Telecommunications Services will be based on a 10:10 model, which means the user will pay RM10 at the point of sale and they will get RM10 worth of credit. This new GST implementation mechanism is only applicable to Malaysian citizens. 

At the point of purchase, all users will be charged 6% GST for mobile prepaid telecommunication services based on the new GST implementation mechanism.  Malaysian citizens will receive the 6% GST rebate, the rebate equivalent of the amount of GST paid, within 24 hours. i.e. The user pays RM10 for RM10 worth of credit.

Non-Malaysian citizens are not entitled to this 6% GST rebate, the rebate equivalent of the amount of GST paid. i.e. The user pays RM10 for RM9.43 worth of credit.


6. Will I be notified on my data usage?

Yes, you will receive SMS notification when you have reached RM5 data usage in a day.


1. What is the Deactive Period?

The Deactive Period is a grace period granted to subscriber’s who plan has been deactivated due to not topping up. During your account’s deactive period, your line will be suspended and you will not be able to make calls, send SMS or browse the internet, but you can receive incoming call and SMS. Please reload to activate your line again so that you will be able to enjoy the full telecommunication services. To avoid service cancellation, please top up before the end of deactive period.


2. How will this impact a subscriber whose account has been deemed deactive?

a. For subscribers whose account is currently placed in deactive status (not exceeding 60 days after the end of the Active Period), their line will be barred (no outgoing transactions or Internet allowed) as per the current lifecycle.

b. For subscribers whose account is placed in deactive status (exceeding 60 days after the end of the Active Period), their line will be terminated as per the current lifecycle. So do try to perform a reload to avoid service interruption before your line is terminated.


3. What is the duration of the active period that I can enjoy for Ansar Mobile reload?

Your active period is based on the reload amount that has been purchased.


4. How do I stay active?

a) Top up RM15 every month to keep your account active.

OR

b) Purchase of ‘365 days validity’ with just RM35 via Ansar Mobile menu (dial *199#) to enjoy the 365 days validity.


5. How do I purchase ‘365 days validity’?

Step 1: Dial *119# to access the Ansar Mobile menu from your mobile phone.

Step 2: Select ‘5. Lanjut Tempoh Luput’ from the Menu selection.

Step 3: Select ‘1. RM35 untuk 365 Hari’.

Step 4: Select ‘1. Teruskan’ to confirm subscription.

Step 5: Wait for SMS confirmation. We will send you a SMS to confirm your successful data subscription.

Note - To avoid service subscription failure, kindly ensure you have sufficient prepaid credit balance.


6. How do I check my balance?

Dial *113# to check your balance.