Frequently Asked Questions
Switch To Hotlink - Self-registration
INTRODUCTION
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A fully digital process that lets you activate your new Hotlink Prepaid SIM card through the Hotlink app. It fulfils Malaysia’s SIM registration requirements quickly, securely, and conveniently, ideal for those who wish to change telco or switch telco online.
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Use it if you:
- Purchased your SIM online or at a modern trade outlet (e.g., supermarket, convenience store).
- Want to skip store visits.
- Bought your SIM through a switch telco process and need to register remotely.
Note: SIMs bought at Hotlink/Maxis stores are registered in-store.
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- Fast: Activate your SIM within minutes.
- Convenient: Skip queues and register anytime.
- Secure: Facial recognition and ID verification ensure authenticity.
- Instant: Use your SIM immediately after activation.
- Flexible: Perfect for those learning how to change telco digitally.
REGISTRATION REQUIREMENTS
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To self-register for your Hotlink plan, make sure you meet these conditions:
- You are at least 12 years old.
- You have fewer than 5 active prepaid lines with Hotlink.
- You possess a valid ID (MyKad, Passport, iKad, MyPR, MyTentera, or MyKas).
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Before you start:
- Have a smartphone with a camera.
- Ensure Wi-Fi or mobile data connection.
- Download the Hotlink app (Google Play / App Store).Registration steps:
- Open the Hotlink app → Tap “SIM Activation”.
- Scan the QR code on your SIM pack.
- Upload a photo of your ID and complete the facial recognition process.
- Insert your SIM into your phone → Wait for SMS confirmation.
- Done! Use the app to manage your account, top up or explore add-ons.
These easy steps ensure a smooth setup for anyone learning how to change telco with the same number or activating a new Hotlink line.
TROUBLESHOOTING SELF-REGISTRATION
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Here are the steps you can take if you encounter any of the issues below:
Error Case Error Message Solution A. QR Code Scan Failure SIM & phone number validation fail. Visit a Maxis/Hotlink store. - Ensure QR code is flat, well-lit, and glare-free.
- Use a different phone if camera is faulty.
- Visit a store if unresolved.
B. Incorrect ID Details Personal details displayed don’t match ID. - Retake ID photos in bright light on a flat surface.
- Ensure ID text is clear.
- Try another phone or visit a store.
C. Facial Recognition Failure Face recognition fails during liveness check. - Retry in a well-lit room with no shadows.
- Ensure ID text is clear.
- Try another phone or visit a store.
D. Processing Delay Still processing order with same ID and number. Try again later. - Wait 30 minutes and retry.
- Visit a store if issue persists.
E. ID Validation Failure ID Validation failed due to poor lighting or camera focus. - Retake ID photos in bright light on a flat surface.
- Use a different phone or visit a store.
F. Max Prepaid SIM Limit You have reached the maximum number of prepaid SIMs. - Option 1: Register under another user’s name.
- Option 2: Transfer ownership of an existing line at a store.
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- Lighting: Always use bright, even lighting for scans/selfies.
- Camera Quality: Clean your phone camera lens and avoid blurry shots.
- Retry: Most errors resolve after 1–2 attempts.
Need Help? Visit any Maxis/Hotlink store for instant support.
