Frequently Asked Questions

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Check out this Video about 3 Ways to View and Pay your Bills with Celcom!
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T he system will leave  a minimum balance of RM0.50  before retrieving the sum owed. Example: Customer received RM10 Credit Advance & reloads RM5. The system will deduct RM4.50 and leave a credit balance of RM0.50. The remaining Credit Advance will be deducted in the next reload.
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  Yes, the credit advance will be deducted upon next reload and you will receive SMS as below:- Credit Advance Type SMS Top up balance > loan amount RM0 Credit Advance of RMX has been deducted from your reload for the transaction on dd/mm/yy. Thank you Top up balance < loan amount RM0 RMx has been deducted from your reload for the Credit Advance on dd/mm/yy.U still have an outstanding amount of RMx.xx.Be sure to reload to stay connected!
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  Yes, for every successful Credit Advance request, you will be charged a service fee as below:- Product Name Service Fee Credit Advance RM2 RM0.50 Credit Advance RM5 RM0.50 Credit Advance RM10 RM1.00
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You can only request Credit Advance once. Your next request can only be made after you’ve made a full payment of previous Credit Advance with your reload. To request for Credit Advance, your status must be Active.
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Question When will the credit advance that I’ve requested be credited into my account?   Answer The Credit Advance will be credited within 24 hours from your request and you will receive SMS as below:- Credit Advance Type SMS Credit Advance RM2 RM0 Your Credit Advance transaction is successful. RM1.50 has been credited into your account. RM0.50 service charge applies. Thank you Credit Advance RM5 RM0 Your Credit Advance transaction is successful. RM4.50 has been credited into your account. RM0.50 service charge applies. Thank you Credit Advance RM10 RM0 Your Credit Advance transaction is successful. RM9.00 has been credited into your account. RM1.00 service charge applies. Thank you  
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Question How do I request for Credit Advance?   Answer Type of Credit Advance SMS Keyword Credit Advance RM2 SMS 'ADV2' to 22262 Credit Advance RM5 SMS 'ADV5' to 22262 Credit Advance RM10 SMS 'ADV10' to 22262   Note: B oth SMS sent and received is FOC
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Question How will I know I am eligible for Credit Advance?   Answer All eligible Credit Advance customers will receive SMS as below:- Credit Advance Type SMS Credit Advance RM2 RM0 U are offered RM2 Credit Advance from Xpax. RM0.50 service charge applies & RM1.50 will be credited to ur account. To accept,please reply YES within 24hours Credit Advance RM5 RM0 U are offered RM5 Credit Advance from Xpax. RM0.50 service charge applies & RM4.50 will be credited to ur account. To accept,please reply YES within 24hours Credit Advance RM10 RM0 You are offered RM10 Credit Advance from Xpax. RM1 service charge applies & RM9 will be credited to your account. To accept, please reply YES within 24hours  
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Question Are there any criteria or eligibility to request for Credit Advance?   Answer Details on eligibility & mechanics of Credit Advance as below:- Product Name Credit Advance Credit Advance RM2 Credit Advance RM5 Credit Advance RM10 Amount RM2 RM5 RM10 Account Validity 2 days 5 days 10 days Criteria LOS ≥ 6 months LOS ≥ 13 months LOS ≥ 19 months Active (within validity) Domestic Not Eligible for: i. Celcom FIRST™ prepaid ii. Celcom IOX Disposable    iii. Celcom Traveller SIM        Trigger Point Credit balance ≤ RM0.50 Channel SMS via shortcode 22262 Charges RM0.50 RM0.50 RM1.00 Remarks Only one (1) active credit advance at a time  
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Credit Advance is a service continuity subscription service offered to Celcom prepaid customers when they have reached the minimum credit balance threshold of RM0.50 and below. The service fee will be deducted upon receiving the loan. The loaned amount will later be deducted once customer make the next reload. They may also request for the loan by sending ADV2, ADV5 or ADV10 to 22262.  
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Question: Why am I being charged for both my plan and a prorated amount in the same bill?   Answer: The prorated amount is derived from the day you have subscribed to the plan until the date of your billing.   The full amount that is applied to your bill includes the advance payment, which is the fee for the usage of the services you have subscribed to, from the beginning of your billing date to the next billing date.  
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Question: How do I sign up for an Online Customer Service (OCS) account?   Answer: To sign up, you must be a Celcom customer with an active postpaid, mobile broadband or prepaid number. For registration, click this link  http://www.celcom.com.my/onlinecustomerservice . Just click on the "Sign Up Now" button and follow the simple instructions to complete your registration.  
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Question: I can't login to OCS. Why?   Answer: There could be 3 possible reasons:   You have entered an incorrect username or password Your temporary password has expired Your account is inactive or has been terminated  
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Question: I forgot my OCS password. How can I retrieve it?   Answer: You can always recover your pasword in just 3 steps: Click at "Forgot Username or Password?" link in our OCS website Type in your NRIC/Old IC/Passport/Army/Police and your mobile number. You will receive a temporary password via SMS or email (valid for 24 hours), which you can use to log-in and change to your new password.  
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Question: Why have I not received any notification via email or SMS?   Answer: You may need to check these two things: The e-mail address you entered may be different from the one you used to register. You may change it via OCS. Just go to Profile Tab > Edit Profile > and update your email address here. Your mobile phone or e-mail inbox could be full. Please proceed to clean your SMS and/or e-mail inbox.  
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Question: How do I pay my bill via OCS (Online Customer Service)?   Answer: You can enjoy the flexibility of choice in online payment via OCS using: Locally issued Credit / Debit Card Savings / Current Account  
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Question: How long does it take for my payment to be processed?   Answer: The processing period would depend on your payment method. For more info on the processing time, click this link:  https://www.celcom.com.my/personal/support/faq/payment-channel?pid=1360826581220 
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Question: Can I check my bills from the previous months in OCS (Online Customer Service)?   Answer: For Postpaid, you can view and download your bills for the last six (6) months. And as for Prepaid, you can view your usage details for the last sixty (60) days.  
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Question: I do not want to receive hardcopy bill. Can I get it to be sent through e-mails instead?   Answer: We do not offer e-mail billing services. However, you can opt to our e-Billing through OCS. Just go to My Account Tab > Change Bill Type and select your options accordingly.  
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