XOX Self Care: FAQ

Q:
What is XOX Self Care?
A:
XOX Self Care is your personal page which contains all the information regarding your XOX account. It gives you all the convenience and control to manage your account online. You can check your account details, add your friends and family or even Top-up. Everything you need, conveniently in one place.
 
Q:
What can I do in the Self Care portal?
A:
There are a few pages which cater for the functionality on managing your account. Kindly find as below:
  • My Profile
    • You can view your personal details, subscription info, account info and status. You may also update your details through a simple step on My Profile Page.
  • Account Management
    • You can view your domestic calls, domestic SMS, IDD call, IDD SMS details through the account management page.
  • Bill Payment (only for Hybrid User)
    • You may make your bill payment online through our payment channel such as Ipay88.
  • Prepaid Top-Up
    • You can top up your prepaid account easily through XOX Self Care by just selecting the top up amount, and once payment is complete, the top up amount will be automatically transferred to your prepaid account.
  • Mobile Internet Management
    • You can view your mobile internet subscriptions details, subscribe or upgrade your current mobile internet plan, also to purchase “Add On” to your current subscriptions within the same lifecycle. You can also un-subscribe your mobile internet plans through XOX Self Care.
  • Sub-Line Management
    • You can now add and manage your child/other account under single login account. This would allow you to view particulars of the account details, topping up your child/other account credits on behalf, as well as viewing your account statement online.

      (IMPORTANT: The child/other account MUST be verified and approved with a TAC given before the parent/master account to be able to access and start managing their account)
  • E-Wallet
    • You may manage your E-Wallet account and view your transactions in this page. Alternatively, you can even use this page to do top up for your account or for other accounts at your own convenience.
  • Loyalty Point
    • Your loyalty point will be accumulated when you top up and your point balance will be shown on this page. You may use your loyalty points to redeem for freebies.
  • Email Notification
    • For iPad or tablet users, you are now given an option to subscribe to received E-mail notifications from XOX Self Care other than SMS notifications.
  • Friend & Family
    • Add 15 of your most important people on any mobile network or Telekom Malaysia fixed line into this list and enjoy special call and SMS rates. Registration of the first 15 numbers is free of charge. Any subsequent change of numbers will be charged RM1 each.

      *FnF call rates are applicable for domestic calls only.
 
Q:
How much will it cost me?
A:
This service is absolutely free of charge.
 
Q:
How do I register in XOX Self Care?
A:
You are required to submit your XOX phone number; you will then receive a 6-digit Personal Identification Number (PIN) via SMS. Use this PIN to log on and start using XOX Self Care.
 
Q:
What if I did not receive the 6-digit PIN?
A:
If you have submitted your XOX mobile number successfully and have not received the 6-digit PIN, please contact our XOX Careline service at 1300-888-010 or email us at selfcare@xox.com.my.
 
Q:
Can I change my username?
A:
Yes, your username will be your registered email address. If you decide to change your username, you may do so in "My Profile".
 
Q:
Can I change my password?
A:
Yes, you can change your password. We recommend that you change your password regularly to protect your privacy.
 
Q:
How do I logout?
A:
Once you have logged on, the logout function will appear at the top right hand corner of every page in the XOX Self Care page. Click it to logout. You can still continue to browse through the website but will not be able to access some of our services.
 
Q:
What is the maximum balance amount for E-wallet?
A:
The maximum balance amount for E-wallet is RM200.00.
 
Q:
What if while making a payment, my Internet connection is lost and my process was interrupted, will my money be forfeited?
A:
The transaction may not be completed due to the interruption of Internet connection. Kindly contact our XOX Careline service at 1300-888-010 for further clarification before you proceed with another transaction.
 
Q:
Can I use a 3rd party's credit card as my payment mode?
A:
Yes, however you must get the permission from the card holder before you make any payment.
 
Q:
I've been billed incorrectly, what should I do?
A:
Kindly contact our XOX Careline service at 1300-888-010 immediately.