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Terms & Conditions

Service Specific Terms & Conditions – Maxis eSIM (“SSTC”)

Version 20 Nov 2024

    1. Maxis eSIM is a digital and embedded SIM provided by Maxis that allows you to activate a mobile plan without having to use a physical SIM to connect to Maxis network.
    2. You: Person(s) signing up/subscribing for Maxis eSIM.
    3. The use of Maxis eSIM is subject to the General Terms & Conditions (“GTC”) at https://www.maxis.com.my/en/terms-conditions/personal/general/maxis-consumer/, this Service Specific Terms & Conditions – Maxis eSIM (“SSTC”), Maxis Fair Usage Policy (“FUP”) at https://www.maxis.com.my/terms-conditions/personal/general/maxis-fair-usage-policy/, and any other applicable terms and conditions, all at https://www.maxis.com.my/terms-conditions/personal/ and https://www.hotlink.com.my/en/terms-conditions/hotlink/.
    4. Capitalised terms herein have the same meaning as defined in the GTC.
    5. Any conflict or inconsistency between this SSTC, the GTC and Summary Terms and Conditions (“STC”), shall be construed in the following order of precedence: (a) SSTC; (b) GTC; and (c) STC.
    6. We reserve the rights without liability, to revise this SSTC, Service and our pricing. Where reasonably practicable, we will give you reasonable advance notice of such changes and all previous versions of our user guides or leaflets will be superseded. You accept you are responsible for regularly reviewing information on Maxis eSIM at https://www.maxis.com.my/en/terms-conditions/products-services/esim, including changes to the Agreement. Your continued use of Maxis eSIM (after the Effective Date of any revision/change to the terms and conditions of Services) shall constitute unconditional acceptance by you of such revisions/changes and you shall be bound by the same. If you do not accept such revisions/changes, you may discontinue using the Maxis eSIM, failing which you are assumed to have accepted the changes.
    1. To be eligible for Maxis eSIM, you must have an active subscription of any Maxis Postpaid plan, Hotlink Postpaid, Hotlink Prepaid and Maxis Business plans.
    2. Maxis eSIM is applicable to all Maxis postpaid plan except the following:-
      1. Maxis ONE Go WiFi plans and
      2. Maxis Home 4G WiFi plans.
    3. Maxis eSIM is not available for existing customers with multisim services.
    1. Maxis eSIM is available through the following channels:
      1. Walk-in to any Maxis Centres or Maxis Exclusive Partners;
      2. Self-initiated request through your eSIM supported mobile device. You will be required to activate the eSIM according to the on-screen instructions and the eSIM profile will be provisioned over the air to your mobile device.
      3. Self-initiated request through the Maxis App. You will be required to download and install the Maxis App before initiating the eSIM request which will be provisioned over the air to your mobile device.
      4. Hotlink app
    2. For smart watch purchased under Maxis Postpaid 18 Watch, you may activate eSIM through your eSIM supported (iOS or Android) smart watch.
    1. Normal sim conversion to eSIM via self-initiated request on supported mobile device or the Maxis App is free of charge.
    2. A fee of RM10 will be charged to your Bill for eSIM transfer (replacement) from one Mobile Device to another. You must keep and maintain the same mobile number when you request for eSIM replacement from Maxis.
    1. Please visit Maxis eSIM website at https://www.maxis.com.my/en/faq/products-services/sim-card/esim/ for the list of Mobile Devices compatible with Maxis eSIM. The list may be updated from time to time and at any time by Maxis. You agree that you are responsible to conduct regular checks on the website for the latest updated list.
    2. Maxis eSIM cannot be removed from the Mobile Device, however it can be activated and deactivated from your Mobile Device in the event the Mobile Device is being sold, lost or stolen. Please contact our customer service on #123 for deactivation of Maxis eSIM. Charges may apply.
    3. In the event you port out from Maxis network to another mobile operator’s network or in the event you terminate the use of Maxis eSIM, as the case maybe,Maxis eSIM will be removed and connectivity to our network via the Maxis eSIM will be lost. eSIM will need to be re-setup on the new mobile network where supported.
    4. The Maxis eSIM is non-transferable, whether by operation of law or otherwise, either to any other person, entity or account.
    1. We reserve the rights at any time, without being liable to you or any third party, to interrupt, bar, suspend, restrict the eSIM for such time as we see fit or terminate, discontinue or disconnect the Service if your usage:
      1. shows excessive usage or placing unusual burdens on our Network;
      2. is for unlawful activities or for suspected fraudulent activities;
      3. is not in accordance with FUP;
      4. is for commercial/non-personal purposes; and/or
      5. you fail to make full payment of Maxis’ plan/services subscribed by you.