Frequently Asked Questions

Last Updated: 13 February 2019


Have a question? It may already be answered here! If you don’t find what you’re looking for, simply head over here to send us an enquiry.

Getting Started

    As a first time user, please contact your nearest Business Partner. Already a member? Download MyWOW App / or TWMMS to register.
    Once you have inserted the sim card, you will be activated & you will receive:-

    -Biz pack user will receive RM30.00 preload.
    -Lite pack user will receive RM0.20 preload.
    -Push pack user will receive RM0.20 preload and Data Plan of TWA25
    -High Speed Data - 1GB
    -Voice Call on-net - 100 minutes
    -Voice Call off-net - 10 minutes
    -SMS on-net - 10

    Kindly activate the sim before you perform the reload
    You may login via the below URL to view your profile, check your balance, view incentives and hierarchy and get latest news on the MyWOW App or TWMMS

    1. URL: https://www.tonewow.net/twmain
    2. Enter your NRIC/Passport and existing password
    3. You may use 1234 for your 1st time login password
    4. You are advised to change your password upon login

    If you have forgotten your password, you may click on the "Lost Your Password" to reset your login password or you may contact our customer careline at 011-59000969 for immediate assistance.

General

    Digi Telecommunications
    1. You may contact your referral or reach our Business Partner here.
    2. You may Purchase TONE WOW SIM card for registration and activation.
    You may purchase from our Business Partner or visit TONE WOW HQ.
    OR email to orders@tonewow.net. with the following details for online purchase:

    Name:
    Member ID (if applicable):
    NRIC/Passport:
    Program: (Tone Wow Excel / Tone Wow Plus )
    Sim Type & Quantity: (Lite / Push / Biz)
    Type of collection: Self collect or Courier

    TONE WOW HQ:
    B-G-1, Jalan 3/149E, Taman Sri Endah,Bangunan Endah Promenade, Bandar Baru Sri Petaling, 57000 Sri Petaling, Kuala Lumpur
    • Lite Pack - RM 10
    • PUSH Pack - RM 25
    • Biz Pack - RM 98
    • Lite, PUSH & Biz Pack – New Registration for non-member or existing members
    • Lite, Push and Biz MNP Pack – New Registration with retain the existing number for non-member or existing member
    • Sim Replacement Pack – For Lost/Stolen SIM
    • MNP Sim Pack – used for MNP/Port-In submission for existing member to retain the mobile number
    Validity as per top up denomination.
    i.e.: When you top up RM50 will get 50 days validity. After validity ends, you will have 30 days for 'Barred' status and 15 days for 'Suspended' status.

    Barred for 30 days
    • Able to receive incoming call but unable to make outgoing call and access internet
    • You may top up to re-active your mobile number to avoid your mobile number to fall into 'Expired' status.

    Suspended for 15 days
    • Unable to receive and make call and access internet
    • You may top up to re-active your mobile number to avoid your mobile number fall into 'Expired' status.

    Active > Barred > Suspended > Expired
    Business Partner's List

    If there is no Business Partner nearby, you may contact any of the Business Partner listed to assist.
    No

Registration

    • If you are a new user, you may purchase TONE WOW SIMs and register with the nearest Business Partner.
    • If there is no Business Partner nearby, you may contact any of the Business Partner listed to assist.
    • If you are an existing member, you can register using MyWOW Apps / TWMMS.
    SIM card will be terminated after 30 days from registration date.
    • Biz Pack user will received preload of RM30.00 as credit balance
    • Lite Pack user will received preload of RM0.20 as credit balance
    • Push Pack user will received preload of RM0.20 as credit balance and Data Plan of TWA25
    o High Speed Data - 1GB
    o Voice Call on-net - 100 minutes
    o Voice Call off-net - 10 minutes
    o SMS on-net - 10
    According to MCMC guidelines, you are allowed to register up to five accounts (inclusive of Digi account).
    You may login to My WOW App / TWMMS to update and make changes to your details.
    Yes.
    No. You are not allowed.
    Yes, if the account owner has passed away.
    You may send in your request via email to support@tonewow.net or click here.
    You may email us at support@tonewow.net or text-in to our WhatsApp Support at 010-5129768 and we will get in touch with you within the business hours as soon as we can.
    The SIM card validity is 3 years without registration.
    NO
    Yes. Reactivation of MSISDN will be limited up to 10 days (calendar date) from termination date of MSISDN, please email us at support@tonewow.net for further checking.

    (Terms and Conditions applies for reactivation)

Rates & Plans

    TDS10
    *128*1*2*1*1#
    128*1*2*2*1#
    *128*1*3*1*1*1#
    *128*1*3*1*2*1#
    32 Days
    Social Internet for Whatsapp, wechat, facebook, facebook messenger, Instagram,telegram, twitter, Video Internet for Youtube and Netflix.
    No, ALL Balance in your previous plan (TWS/TWV) remain the same behaviour EXCEPT TWR 50 and TWD 50. ,br> ALL Balance for TWR50 and TWD50 will have 32 days validity from 28th Nov 2019.
    No. You can only subscribe to one plan at a time.
    If you have TWS/TWV Plan, you can subscriber to TDS
    If you already have TDS Plan, You need to unsubscribe the existing plan using USSD Menu *128# and subscribe to the new plan.
    Once you unsubscribe, all the remaining quota will be forfeited.
    Only High Speed (HS) Internet Quota can be roll-over. Basic Internet, Social and Video Internet CANNOT be roll-over. You must renew your plan before expiry for roll-over (sufficient credit)
    When FUP Voice is reached, Pay-Per-Used charges applies
    You can only subscribe to one plan at a time.
    3 times quota
    Yes. You need to subscribe the FIRST TIME. Subsequent Month, the plan will be automatically renew, provided you have sufficient balance for renewal.
    Your roll-over quota will be forfeited and Pay-Per-Used applies for all usages
    Yes, notification will be sent two days before expiry date.
    You can perform top up through myWOW apps (please ensure your wowlet has sufficient funds) or click here or Walk in at any stores and purchase Digi reload.
    Yes.You will receive the rebate as follows:
    Mobile Products Rebate
    Celcom Eload 3.00%
    Maxis Eload 2.25%
    MerchantTrade Eload 4.00%
    U Mobile Eload 4.50%
    If you don’t receive your plan within 60 minutes, kindly contact us at 01159000969 or email us at support@tonewow.net with the information and supporting documents.
    Yes.
    Dial *128# to subscribe the plans manually.
    For TWS9 credit amount of RM9 will be deducted.
    For TWS30 credit amount of RM 30 will be deducted
    For TWS60, credit amount of RM 60 will be deducted.
    Yes, you can subscribe to multiple plans.
    Effective 11th Jan 2019,
    ALL TONE WOW subscriber can enjoy New Grace Period (as below description) by reload their TONE WOW mobile number with a minimum reload of RM5. Graph below start 1st December 2018.

    TONE WOW SIM CARD LIFE CYCLE:

Port In/MNP

    Please ensure the following before you port in to TONE WOW:
    1. Your mobile number was registered under your ID/Passport.
      (ensure registered ID with donor telco are accurate as per your ID documents)
    2. Mobile number is still active.
    3. No overdue/outstanding bills.
    4. No outstanding contract obligations.
    5. Supplementary number(s) need to be ported together with Principal number.
    6. Credit Limit is not exceeded.
    You can check your port in status via TWMMS / My WOW App.
    Your credit balance will be forfeited once your port-in is successful.
    No, Digi number is not allowed to be ported in.
    Kindly email to mnp@tonewow.net with your details.
    Yes, you will receive SMS notifications notifying you on the status of your port-in request.

    Reject Code Description Resolution
    SP10 Wrong New NRIC Check NRIC details at original operator. Make corrections and Re-Submit MNP application.
    SP11 Wrong Old NRIC Wrong Check NRIC details at original operator. Make corrections and Re-Submit MNP application.
    SP12 Wrong Police/Military ID Check Police/Military ID details at original operator. Make corrections and Re-Submit MNP application.
    SP13 Wrong Passport Check Passport details at original operator. Make corrections and Re-Submit MNP application.
    SP51 Number still have contract with donor telco Cancel contract with donor telco and Re-submit MNP application.
    SP53 Overdue bills Settle all overdue bills with donor telco and Re-submit MNP application.
    SP54 MNP number not from donor telco Double confirmed with donor telco and Re-submit MNP.
    SP55 Number is no longer in service. Make sure the number is active before proceed with MNP.
    SP56 Number is a principal Line with supplementary Line(s) Principal line holder has to terminate all supplementary line with donor telco.
    SP57 Number is a Supplementary Line with a Principal Line Supplementary line holder has to register as Principal Line in order to MNP.
    SP58 Some or all number are not registered under customer name or main company Supplementary line holder has to register as Principal Line in order to MNP.
    SP59 Credit limit overdue Make sure credit limit is adhered.
    SP61 Disconnected/Suspended account Make sure the is active.
    SP71 One or all number did not reply confirmation SMS Highly advised to reply the SMS from donor telco within 5 - 30 mins upon receiving the confirmation SMS.
    SP72 one or all number replied 'NO' to confirmation SMS It is advised to reply 'YES' for confirmation SMS for port-in to TONE WOW purposes.
    You may report to MCMC complaint by click the button ‘Log Complaint to MCMC’ in my WOW app when you check the MNP Status.
    This button will appear when your MNP submission was rejected for 2 times and more.

Incentives & Commission

    The requirement for commission is a minimum top up amount of RM 30 within the calendar month and subject to your Ranking in TONE WOW.
    To view your statement, please log in to My WOW App / TWMMS. The statement will show your : App incentive, Monthly commission, Top up commission and Bonus (if any).
    No. They are not entitled for the commission.
    Commissions are transferred via wire transfer directly into your bank account upon the value reaching RM30 or more. If commissions are below RM30, they will be brought forward to the following month
    Every transaction made will incur bank charges of RM3. Charges will not incur for Auto Top Up.
    1. Login to TWMMS to make changes.
    2. Go to Subscriber Care -> Bank Account Information.
    3. Click Update.
    4. Request OTP (OTP will be sent to your registered phone number).
    5. Enter your OTP and click Submit.
    6. Enter Bank Account Info and click Continue.


    Note : The bank account holder name has to be the same as the member’s name.
    Yes. You may request for a third-party account on TWMMS.
    1. Login to TWMMS to make changes
    2. Go to Subscriber Care -> Bank Account Information.
    3. Click Update.
    4. Request OTP (OTP will be sent to your registered phone number)
    5. Enter your OTP and click Submit.
    6. Enter Bank Account Info and TICK third party request.
    7. Please attach the third party NRIC copy.
    8. Ensure that all information is correct.

    The third party request will be activated upon approval within 3 working days.
    Please ensure that you have filled all information and attach the copy of the third party NRIC.
    If the issue still persists, kindly email us the details and attachment to support@tonewow.net
    You can login to TWMMS and update the Khairat Beneficiary Information.
    In accordance to the instruction from the Ministry of Finance based on Section 34(3)(a), Service Tax Act, 2018, as of 6th September 2018, the SST (Sales and Service Tax) will not be charged on the mobile prepaid service for Malaysian citizens.
    Non-Malaysians purchasing the mobile prepaid service will be subject to the 6% SST charge.
    Yes. Please login to your myWOW app > Incentives > Incentives Payment to WOWlet to set the percentage of commission to transfer

    Every 25th of the following month.
    No

HI WOW

    HIWOW is for existing TE/TP member that would like to migrate to Tone Wow. You can purchase Lite Sim Pack for RM 10 and complete the registration using MyWOW Web or myWOW app using your existing username & password.
    Only Normal Member and above allowed to HIWOW.
    Yes, you can port in your existing TE or TP mobile number.
    Genealogy will remain.
    Your TE/TP incentive will remain unchanged and will continue with the new TONE WOW incentive.
    Remain as current level.
    Your credit balance will be forfeited. If you get a new number, your credit balance will remain
    Yes. You will still be entitled for the commission of your network.
    Not allowed.
    You must make a minimum reload (follow commitment level) either TE/TP or TW mobile number to be entitled for commission.
    If the port in fails you are only able to recruit TE/TP members.

Lite User

    When you register RM 10 sim card, you will automatically be a Lite Member and you can enjoy the commission and benefits of TONE WOW.
    Yes. Data Entry Incentive and Recruitment Incentive. Recruitment incentive is:
    Cumulative Total Monthly Personal Reload* of the recruited Lite Member in Month 1.
    RM 30 and above, Recruitment Incentive Scheme Less than RM 30, Recruitment Incentive Scheme
    Month 1** RM 3.00 Month 1** RM 1.00
    Month 2** RM 2.00 Month 2** RM 2.00
    Month 3** RM 1.00 Month 3** RM 1.00
     
    Note:
    * Single Reload of multiple reload in the month
    Example Reload:
    RM 30 one time or RM 10 + RM 10 + RM 10 = RM 30 or any other combinations
    ** Recruited Member must have cumulative reload of RM 30 for the month
    There are 2 different ways to upgrade to become a Normal Member

    - Achieve a monthly commission of RM100
    - Make a payment RM100 through HQ or myWOW apps
    To be upgraded to Push Member ;
    Before or on 10th August 2019, single reload of RM 100 and above, valid until 31st August 2019.
    After 10th August 2019, achieve monthly commission of RM 50 and above.
    No. There is no time frame.
    A member will receive registration incentive based on the starter pack sold and when the downline performs a reload of RM 30.

Loyalty Program - WOWCher

    WOWcher is our loyalty program and we can earn from top up, new members’ registration, joining TONE WOW event and others.
    REGISTRATION/HI WOW
    • BizPack Recruitment: Recruiter get 10 WOWcher
    • LitePack Recruitment: Recruiter get 1 WOWcher
    • HI WOW: person who HIWOW get 10 WOWcher


    DIGI RELOAD (TOP UP)
    1. RM1 Top Up = 1 WOWcher
      eg:RM30 Top Up gets 30 WOWcher
    2. RM30 and above DIGI Top Up through WOWlet
      • Sender get 50 WOWcher
      • Receiver get 150 WOWcher + X amounts of WOWcher as per denomination of top up


    LITE UPGRADE TO BIZ PACK
    • BizPack Upgrade = 100WOWcher



    You will receive the WOWcher within 48 hours after transaction
    Yes
    You can transfer your WOWcher using myWOW app. Please login to your myWOW app account.
    WOWcher can be redeemed via WOWpay merchants
    Yes, the expiry date is 3 years
    Expiry date will remain
    NO
    Please walk in to TONE WOW HQ Office for WOWcher redemption with merchandise.

WOW Stuff (Merchandise)

    Kindly visit our WOWStuff page to check out all available merchandise.
    Please email the design and details to marcomm@tonewow.net for approval.
    The use of Digi’s logo is NOT ALLOWED on any merchandise and marketing materials.

Troubleshooting

    You need to purchase TONE WOW SIM replacement at RM10 through our nearest Business Partners.
    If your sim is expired, you are unable to restore the sim. To continue being a TW member, you have to purchase and activate a new sim.
    You can always recover your password in just 3 steps:

    Click at "Forgot password’’ link in our MYWOW Apps
    Type in your NRIC/Old IC/Passport/Army/Police and secret phase.
    Select mobile number and click Reset.
    You will receive a temporary password via SMS which you can use to log-in and change to your new password.

    If you have unable to login after retrieving password, please ensure your ID is correct or you may use a different ID during registration (eg: army ID, passport ID)
    You can always recover your password in just 3 steps:
    1. Click at "Forgot password’’ link in our TWMMS.
    2. Type in your NRIC/Old IC/Passport/Army/Police and secret phrase.
    3. Select mobile number and click Reset.

    You will receive a temporary password via SMS which you can use to log-in and change to your new password.
    If you have unable to login after retrieving password, please ensure your ID is correct or you may use a different ID during registration (eg : army ID, passport ID)
    You can reload via a payment gateway through the app or you can walk in to HQ to perform the reload.
    YES
    Please ensure you have sufficient credit balance to view the full USSD menu.
    This is a technical issue. Kindly contact support@tonewow.net with your details for assistance.
    Please download the latest version or refresh the app. If the problem still persist, kindly contact support@tonewow.net with your details for assistance.
    Please send the details follow the template as below to TW technical whatsapp mobile number 010-5129768 or email to support@tonewow.net;

    Name:
    NRIC/Passport:
    MSISDN:
    Incident Date:
    Service Impact:
    Issue Description:
    Address:
    Network Type: E/3G/4G/2G
    Signal Bar:
    Longitude:
    Latitude:
    If the amount has not been credited within 24 hours, kindly email us the details and payment confirmation at support@tonewow.net .

Campaign: 2019 Pilgrimage Trip (Umrah Incentive)

    Achieved a New minimum monthly commitment of RM2,800
    Yes, you can claim it with a maximum cap of RM 4000
    No, you may only claim the pilgrimage trip once.
    You are responsible to make your own booking for the trip.

Campaign: Auto Branch Promotion

    To be promoted as a branch, you will need to achieve a monthly commission of RM 1000 and above. Once achieved, you will be automatically upgraded to branch with probationary period of 180 days.
    Yes.
    To remain as a branch you must : - Achieve and maintain a minimum commission of RM 1000 and above - Must recruit at least 2 Biz Members or 5 Push Members or 15 Lite Members with a minimum active period of 90 days
    180 days. After you have achieved the criteria’s, you will be confirmed as a Branch.
    You will be demoted to your previous rank.

Push Pack

    RM25 per pack.
    Yes, but downline need to top up RM10.
    Yes. Push member will receive Biz member registration incentive.
    To be upgraded to Biz Member, you must achieve a monthly commission of RM70.

Usahawan OKU TONE

    You must provide us your OKU card details to register.

Campaign: 10 Years of TONE - The Great Giveaway

Array
(
    [fixed_address] => 
    [regions] => 
)