Frequently Asked Questions

Updated on: 7 March 2025


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

    • Purchase TONE WOW SIM card for registration and activation.
    • Contact your referral or reach out to our Business Partner here
    Online – Via our Online SIM Sale: Click here
    Through a Business Partner – Contact an authorized TONE WOW Agent Click here
    Walk-in – Visit the TONE WOW HQ office.
    Email Order – Send an email to orders@tonegroup.net with the following details:
    • Full Name:
    • Member ID (if applicable):
    • NRIC/Passport Number:
    • Program (TONE EXCEL or TONE PLUS):
    • SIM Card Type:
    • Quantity:
    • Type of Collection (Delivery or Self-collection):

    Note on Delivery Fees:
    • Semenanjung Malaysia: Minimum RM10
    • Sabah & Sarawak: Minimum RM20

    Self-Collection:
    You may collect your SIM card from the TONE WOW HQ.
    TONE WOW HQ
    B-G-1, Jalan3/149E, Taman Sri Endah,
    Bangunan Endah Promenade,
    Bandar Baru Sri Petaling, 57000 Sri Petaling, Kuala Lumpur

    Operation Hour:
    Monday- Friday: 10:00AM- 5:00PM
    CelcomDigi

    (Example SIM with RM30 reload)

    Barred for 90 days
    Unable to make outgoing calls and access the internet but able to receive calls. You need to top up to avoid your phone number falling into expired.

    Suspended for 1 day
    Unable to make outgoing calls, receive calls and access the internet.
    You need to top up to avoid your phone number falling into expired.

    Expired
    Unable to make outgoing calls, receive calls and access the internet.
    Unable to top up your phone number.
    No.
    Example: Purchase Caller ringtone, Game
    No.
    Yes.
    • Via USSD menu: Dial *126#
    • Via myWOW app:
    Log in to your myWOW account > On the 'Usage' screen, your credit balance will be displayed.

REGISTRATION

    Yes, the SIM card will be activated upon successful registration.
    According to MCMC guidelines, you may register up to five (5) mobile accounts, including Digi accounts, under a single ID.
    You can log in to the myWOW app or your TWMMS [click here] portal account to update your profile information.
    Yes, ownership can be transferred if the original account holder has passed away.
    You may send a request to support@tonewow.net with the subject line: "Merge My Account" .
    Please contact our Customer Support at:
    📞011-5900 0969
    📱 WhatsApp :010-512 9768
    🕓 Available daily from 8:00 AM to 8:00 PM.
    No, expired SIM cards are not eligible for exchange.
    Yes. If your expired number is a MNP (Mobile Number Portability) number, reactivation is only possible within 7 calendar days from the termination date.
    Otherwise, non-MNP numbers (TONE WOW numbers), reactivation is allowed within30 calendar days from the termination date of the expired SIM card.

    To request reactivation, please email your details to support@tonewow.net with the following information:
    Name:
    NRIC:
    Expired Number:

    Note: Terms and conditions apply for number reactivation.
    Prepaid Expiry (Credit Validity Date):
    This is the last day by which you must perform a top-up to keep your prepaid line active. Failure to do so will result in your line being barred, meaning you cannot make outgoing calls or use data, and will only be able to receive incoming calls.

    Plan Expiry (Data Plan Validity Date):
    This is the validity period of your data plan. To ensure successful auto-renewal and the carry forward of any remaining high-speed data, please ensure you perform a sufficient top-up before your plan’s expiry date.

MEMBER PORTAL

    TWMMS is the member portal for TONE WOW subscribers. It allows members to view, check, and update their account information, including:
    • Profile details
    • Incentive status
    • WOWcher balance and transactions
    • WOWlet wallet
    • Bank account information
    • Genealogy (network structure)
    • Beneficiary details
    • Takaful Status
    Once your SIM card registration is successfully completed, you will automatically be granted access to the member portal. You can log in via the myWOW app or directly through TWMMS.
    You can download the myWOW by TONE WOW application from:
    Android – Google Play Store
    iOS – App Store

    To log in:
    • Username: Your registered document ID (e.g., NRIC or passport number)
    • Password: Default password for first-time login is 123456
    (You are advised to change your password after logging in for security reasons.)
    1. Click the provided login link [TWMMS]
    2. Select your program: TONE WOW EXCEL or TONE WOW PLUS
    3. Enter your document ID and password
    Yes. A RM0.50 fee may be deducted from your monthly incentive, if available.
    No. The fee will only be charged if there is a monthly incentive available for deduction.

PORT IN/MNP (Mobile Number Portability)

    Port-In or MNP is a process that allows users to retain their existing mobile number when switching from one mobile network provider to another.
    Before submitting your port-in request, ensure the following criteria are met:
     Your mobile number is registered under your own NRIC/Passport.
     The registered ID with the donor telco matches your ID documents.
     Your number is still active.
     There are no outstanding or overdue bills.
     There are no active contractual obligations.
     All supplementary numbers must be ported together with the principal number.
     You have not exceeded your credit limit with your current telco.
    You may contact our Customer Support at 📞 011-5900 0969, or WhatsApp to 📱 010-512 9768 for immediate assistance (8.00 AM – 8.00 PM daily).
    Any remaining credit on your old mobile account will be forfeited once the port-in process is successfully completed.
    No. Porting in Digi numbers to TONE WOW is not permitted.
    Yes, you will receive SMS updates within 24 hours to inform you of your port-in request status.
    Common reasons for MNP rejections include:
    • Failure to respond to the confirmation SMS from your current provider within the required timeframe.
    • Outstanding or overdue bills, or you’ve exceeded your credit limit.
    • Incorrect personal identification details (e.g., name, NRIC, passport, mobile number).
    • Your current line or any supplementary line is inactive.
    • Not porting all supplementary lines.
    • Your current line is not registered as the principal line.
    You may file a complaint with MCMC. In the myWOW app, navigate to your MNP status. If your port-in submission is rejected two times or more, a ‘Log Complaint to MCMC’button will appear. Tap the button to proceed with your complaint submission.

TROUBLESHOOTING

    You may request a SIM replacement through the following channels:

     Contact Customer Support: Call us at 011-5900 0969 or 011-5900 9969 or WhatsApp 010-512 9768 for immediate assistance.
     Visit Our Office: You may also walk into the TONE WOW Headquarters for support and SIM replacement.
    Click HERE to check the network coverage.
    If your sim is expired, you are unable to restore the SIM. To continue being a TONE WOW member, please call our customer service at 011-59000969 to check the availability of the number and on how to recover your expired number and member account. Please be informed, only MNP numbers are allowed for reactivation.
    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)




    RM0.50 may be deducted from your monthly incentive if you have an incentive
    You may retrieve your password with the following steps:
    • Click at "Forgot password’’ link in our TWMMS.
    • Type in your NRIC/Old IC/Passport/Army/Police and secret phrase.
    • Select mobile number and click Reset.


    Remark : You may login onto TWMMS once you have received the temporary password via SMS. You are advised to change your password upon login.


    Click HERE for Tutorial video

    You may reload via a payment gateway through the MYWOW apps or walk in to TONEWOW HQ to perform the top up.


    TONE WOW HQ ADDRESS:
    B-G-1, Jalan 3/149E, Taman Sri Endah, Bangunan Endah Promenade,
    Bandar Baru Sri Petaling, 57000 Sri Petaling, Kuala Lumpur

    Operational Hours:
    Monday until Friday: 10.00 AM- 5.00PM
    Friday (Lunch Hour) - CLOSED: 12.45PM – 2.30PM

BULK PLAN

    TBD200
    RM200 | 150GB | 180 days validity

    TBV100
    RM100 | 1,000 Minutes to ALL Network | 180 days validity

    TBD500
    RM500 | 500GB | 365 days validity
    You can purchase via USSD Menu (*128#) or myWOW app.
    Yes. Multiple purchases are allowed and quota will be stackable.
    No. It is one time purchase plan, no auto renewal.
    Latest purchase expiry applies and supersedes any existing expiry from the previous purchase.
    Yes.
    Yes.
    No. There is no maximum cap
    Yes, but you need to purchase TDS Plan first either TDS10, TDS30, WOW35, WOW50, WOW60, TDS80 or TDS120 before you purchase booster.
    Yes, but you need to purchase TDS Plan first (Refer FAQ No 1001 for all the TDS plan) before you purchase booster.

SETIA GB

    SETIAGB is a reward, where Free Loyalty Data is given to TONE WOW Subscribers based on their tenure with TONE WOW (From SIM activated).
    • Subscribe or renew your TDS Subscription.
    • Line must be Active status.
    • Tenure with TONE WOW minimum 30 days.
    • The tenure with TONE WOW starts from the date the SIM is activated.
    You will receive an SMS notification to redeem SETIAGB upon the renewal or subscription of any WOW/TDS plan.
    Then, dial 88899*9# to redeem via USSD.
    Yes. All SETIAGB must be redeemed within seven (7) calendar days after receiving the SMS.
    Yes. There are 33 days validity and valid for all usage (social media, streaming, internet, etc.)
    No. unused Data will be forfeited and cannot be carried forward.
    No. It is a 1-time redemption, and NOT subscription based.
    SETIAGB Data will be consumed first.
    Yes, SMS alert will be sent for 75% and 100% of SETIAGB usage.

INCENTIVES

    You may fulfill the monthly top up requirement with the cumulative top up of minimum RM30 within the calendar month for qualification of incentive.

    Remark : Monthly top up requirement is subject to your Ranking.
    You may login onto TWMMS or myWOW App to check your incentive.
    You will not be entitled for the incentive for the particular month.
    Incentive will be disbursed via wire transfer directly to your updated bank account upon the value reaching to RM30 or more.
    Incentive lesser than value or RM30 will be brought forward to the following month. Please ensure you fulfil the top up requirement for that month.

    Remark : Please ensure you have update your bank account details in TWMMS in order to receive the incentives.
    Every 25th of following month. Please ensure your bank account details updated to avoid the problem with your incentive payment into your bank account.
    There is a charge of RM3 for each monthly incentive payment transaction.
    There is no RM3 charge for Auto Top up and Fast Track payment.
    Kindly log in to TWMMS & follow these simple steps:

    Click Here to watch a Tutorial video, or you can refer to the steps below.
    1.Login to TWMMS and enter NRIC/Passport. Then Click Login
    2. Choose your program either TONE WOW Excel or TONE WOW Plus
    3.Go to Subscriber Care .
    4. Click 'My Profile'
    5.Scroll down to Bank Account Information and Click Update.
    6.Request OTP (OTP will be sent to your registered phone number).
    7.Enter your OTP and click Submit.
    8.Enter your Bank Account Info and click Continue.

    Yes. You may update the bank account details to third-party bank account.
    1. Open www.tonewow.net and enter NRIC / Passport. Then, Click Login.
    2. Choose your program either TONE WOW Excel or TONE WOW Plus
    3. Enter your password
    4. Go to Subscriber Care
    5. Click at My profile
    6. Scroll down to Bank Account Information and Click Update.
    7. Request OTP (OTP will be sent to your registered phone number).
    8. Enter your OTP and click Submit.
    9. Enter Bank Account Info and TICK at small box for third party request.
    10. Attach the third party NRIC copy.
    . 11. Request of incentive disbursement to bank account 3rd party will be approved within 3 working days.

FLEXI SIM CARD

    Yes.
    No. Flexi SIM is a starter Pack only. For MNP and SIM Replacement, you need to use the MNP/Replacement SIM.

RATES & PLANS

    Click here for information regarding TONE WOW Data Plan.
    You can subscribe via myWOW app or USSD Menu (*128#)

    Subscription via myWOW app


    Subscription via USSD Menu
    Yes, you will receive a SMS notification two (2) days before data plan expiry date.
    No. You can only subscribe one (1) plan at one time.
    High-Speed (HS) Internet balance can be rolled-over max 3 times.  

    Remark: Basic Internet, Unlimited Call, Social and Video Internet will not be roll-over. Please ensure you have sufficient balance to renew your plan before expiry for roll-over.
    Once reached the FUP Unlimited Call, pay-per-used charges will be applied.

    Remark: TONE WOW free and unlimited services are subjected to Fair Use Policy. Under this policy, you may use the Services within reasonable limits. If we judge that your use is excessive and unreasonable, we may inform you to moderate your usage. TONE WOW reserve the right to charge you at prevailing rates or suspend/terminate the services in accordance with this Agreement.
    You can only subscribe to one plan at a time.
    Yes. You need to subscribe the FIRST TIME. Subsequent Month, the plan will be automatically renew, provided you have sufficient balance for renewal.
    Your existing SMS, voice or data balance will be forfeited if the renewal failed.
    Remark: Pay-per-used will be applied after renewal failed.
    You need to unsubscribe WOW35 than only subscribe other plan. Please ensure that the current plan has no remaining data or other benefits before subscribing to another data plan. Otherwise, the remaining data or other benefits will be forfeited.
    You may refer here for list of TONE WOW booster plan (QTU) and OTP offer.
    You may check via myWOW app or USSD menu. Below are the steps;



    Remark: Please make sure you have at least credit balance of RM0.10 to perform this checking.
    You can perform top up through myWOW apps (please ensure your WOWlet has sufficient funds). Top up via myWOW app can get the top up incentives.



    Or, you can Walk-in to any stores and purchase for Digi reload.
    Click here for information regarding rate for call, SMS, Data & MMS for TONE WOW.
    The validity for top up as below;
    You may contact us at 01159000969 or email us at support@tonewow.net by provide the details below:

    • Name:
    • IC/Passport:
    • Member ID:
    • Phone number:
    • Top up Channel:
    • Attachment (Top up prove)
    TONE WOW data roaming can be subscribed to via the myWOW app or the USSD menu (*800#).

    Subscription via the myWOW App
    1. Log in to your myWOW app.
    2. In the "Usage" section, tap the *Subscribe* button.
    3. Tap Roaming Pass.
    4. Tap Click here to Subscribe.
    5. Tap ‘OK’ to confirm your subscription.
    Subscription via the USSD Menu
    1. Dial *800#.
    2. Enter 3 to purchase a Roaming Pass
    3. Enter 1 for TWROAM PASS-TWR.
    4. Enter 1 to Confirm.
    You can subscribe to TONE WOW data roaming via the myWOW app before your travel date.
    Meanwhile, if you are using the USSD menu, you can only subscribe once you are abroad.

WOWcher - LOYALTY PROGRAM

    WOWcher is TONE WOW loyalty reward points that can be earned from performing top up.
    1. Top up via myWOW Apps (own TONE WOW Number): 10 x WOWcher
    Example: Top up RM50 = 500 WOWcher

    2. Top up via myWOW Apps (other number beside TONE WOW) : 1 x WOWcher
    Example: Top up RM50 = 50 WOWcher

    3. Top up via other than myWOW Apps: 1 x WOWcher
    Example: Top up RM50 = 50 WOWcher

    Note: You will receive your WOWcher within 48 hours once the reload is successful.
    1. Data 2GB
    2. Data 5GB
    3. Data 10GB
    4. Top up - RM1
    5. Top up - RM3
    6. Top up - RM5
    7. Top up - RM10
    8. 1 day validity
    9. 3 days validity
    10. 7 days validity
    11. 180 days validity
    12. 365 days validity
    13. Data LINDUNG 2.0
    14. Grab Food RM5
    15. Grab Food RM10
    16. Grab Food RM20
    17. Grab Mart RM10
    18. Grab Mart RM20
    19. Grab Transport RM10
    20. Grab Transport RM20
    21. Watsons RM10
    22. Watsons RM30
    23. Watsons RM50
    24. Tealive RM10
    25. Secret Recipe RM10
    26. Secret Recipe RM50
    27. Llaollao RM5
    28. Llaollao RM10
    29. Google Play Code RM10
    30. Google Play Code RM20
    31. Google Play Code RM50
    32. Adidas RM20
    33. Adidas RM50
    34. TnG RM10
    35. 3,000 On-Net Call
    WOWcher can be redeem via myWOW apps.
    Yes, the expiry date is 2 years.
    No.

MERCHANDISE

    Kindly visit HERE to view our available merchandise.
    The use of CelcomDigi logo is NOT ALLOWED on any merchandise and marketing materials.

BENEFITS

    Achieved a New minimum monthly commitment of RM2,800
    Yes, you can claim it with a maximum cap of RM 4,000
    No, you may claim the pilgrimage trip for 1 time only.
    You are responsible to make your own booking for the trip.
    You must provide us your OKU card to confirm your OKU ID to be entitled for the benefits.
    Please email us at support@tonewow.net or WhatsApp at 010-5129768 with all the details below:
    • Name:
    • NRIC:
    • Contact No:
    No. All previous Khairat Kematian entitlements, criteria and Memos will be null and void.
    Kindly refer here for Khairat Kematian claim procedure.
    You may refer to the Khairat Kematian claim form for list of documents needed to submit for claim. Click do download >> CLAIM FORM
    Members must adhere to a cooling period of three (3) months with minimum monthly reload of RM30 per month. Meaning the member must reload RM30 and remain as an active member for a minimum period of three (3) months.

    Example:
    Member A: Register on July 2023 and claim for Khairat Kematian on October 2023. Member A top up minimum RM30 for July, August and September and in active status. Member A entitled for Khairat kematian claim amount RM300.00

    Member B: Register on July 2023 and claim for Khairat Kematian on October 2023. Member B did not top up minimum RM30 for August. Member B not entitled for Khairat Kematian claim.

    Member C: Register on October 2023 and claim for Khairat Kematian on November 2023. Member C not entitled for Khairat Kematian claim due to not meet the minimum cooling period of three (3) months.
    Member can make a claim for Khairat Kematian within 90 days of passing by submitting relevant documents.

NEW PREPAID CREDIT BALANCE LIMIT

    Starting 29th January 2021, the maximum credit balance permitted in your main account is RM1,000.
    Please ensure that your credit balance does not exceed RM1,000 after the top-up is completed. If your top-up causes the balance to exceed this limit, the transaction may be unsuccessful.
    Yes, you may still perform a top-up. However, please ensure that you reduce your credit balance immediately after topping up to avoid exceeding the maximum limit and encountering issues with your account.

Online SIM Sales

    No. The SIM cards are not registered
    Normal Number:

    LITE

    PRO

    BIZ

    Premium Number

    VIP Number
    No. Only one SIM can be purchased per transaction
    You need to complete one purchase of one sim card with payment before making another purchase
    Please refer to your email for the steps of SIM activation
    No. Once a purchase is successful, it cannot be cancelled, and the SIM card or payment cannot be refunded
    Please refer to your email for delivery status information
    You can contact TONE WOW customer service via;

    WhatsApp at 010-5129768 or;

    Call 01159000969 / 01159009969
Live Chat 
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