Manage Billing and Usage Details

Billing & Payments

1. How can I pay for my plan?
  You can pay using:

• Credit/debit cards
• Online banking
• eWallets: Boost, Touch ‘n Go, GrabPay, Alipay

2. Can I use a physical reload vouchers?
No. Physical reload vouchers are not supported. You can reload/pay easily through Spark app using digital options 

3. How do I add, update, or remove a payment method?

In the app, go to Payment > Manage Payment to add, update, or delete your card.

4. Why is my card not working?

Ensure your card is enabled for online transactions. 

• Certain banks require you to authorise this merchant the first time you make a payment. Kindly contact your bank for assistance.

5. Can my plan renew automatically with my saved card?

Yes. With Auto-Renew, your plan will renew every 30 days using your saved card. You can switch it off anytime in your app by going to Home > View Plan.

6. Does the plan price include SST?

• Malaysians: No SST applies.
• Non-Malaysians: SST will be charged.

7. How do I check my payments or usage?

In the app, go to Payment > View All to see your purchases, and usage history.

8. Can I get a refund for a purchase or add-on?

Most purchases cannot be refunded once the service or add-on has been successfully activated. 

Refund requests may be reviewed if there was a payment or system issue, such as:

• Duplicate charges for the same purchase 
• Payment deducted but the service or add-on was not activated 
• Incorrect charges caused by a system error 

Refunds are generally not provided if: 

• The service or add-on has already been used 
• The purchase was successfully activated 
• The wrong plan or add-on was selected during purchase 

If approved, refunds usually take 7–14 business days, depending on your bank or payment provider. 

9. Why was my payment deducted but my purchase did not complete? 

If your payment was deducted but the purchase did not complete, the payment is usually still processing. 

In most cases, the payment will either:

• Be applied automatically when you retry the purchase, or 
• Be released by your bank if the transaction was not completed 

What to do do next:

i. Retry the same purchase in the Spark app. 

• If the earlier payment was successfully processed, it will be applied automatically and you will not be charged again. 
• If the payment was not captured, your bank will release the pending amount based on their processing timeline. 

ii. If the issue persists, contact us via Live Chat or Submit a Ticket in the Spark app. 

SMS Short Codes & Hotline Numbers

1. Which short codes can I SMS?

2. Which hotline numbers can I call?