Frequently Asked Questions
Switch To Hotlink - Self-registration
INTRODUCTION
-
A digital process to activate your new Hotlink Prepaid SIM card using the Hotlink app. It fulfils Malaysia’s mandatory SIM registration requirements quickly and securely.
-
Use it if you:
- Purchased your SIM online or at a modern trade outlet (e.g., supermarket, convenience store).
- Want to skip store visits.
Note: SIMs bought at Hotlink/Maxis stores are registered in-store.
-
Fast: Activate in minutes.
Convenient: No queues or store visits.
Secure: Facial recognition + ID verification.
Instant: Use your SIM immediately after activation. -
Age: 12 or older.
ID: Valid MyKad, Passport, iKad, MyPR, MyTentera, or MyKas.
Limit: Max 5 active Hotlink Prepaid lines per user.
REGISTRATION REQUIREMENTS
-
The requirements to register for Hotlink Prepaid are simple:
- You must be at least 12 years old
- You must have less than 5 active prepaid lines with Hotlink
- You have a valid ID i.e. MyKad, Passport, iKad, MyPR, MyTentera & MyKas
-
Before You Start:
- A smartphone with a camera.
- Wi-Fi/mobile data.
- Download the Hotlink app (Google Play/App Store).
Registration Steps:
- Open the Hotlink app → Tap “SIM Activation”.
- Scan the QR code on your SIM pack.
- Upload a photo of your ID and complete facial recognition.
- Insert the SIM into your phone → Wait for SMS confirmation.
- Done! Use the app to manage your account or buy add-ons.
TROUBLESHOOTING SELF-REGISTRATION
-
Here are the steps you can take if you encounter any of the issues below:
Error Case Error Message Solution A. QR Code Scan Failure SIM & phone number validation fail. Visit a Maxis/Hotlink store. - Ensure QR code is flat, well-lit, and glare-free.
- Use a different phone if camera is faulty.
- Visit a store if unresolved.
B. Incorrect ID Details Personal details displayed don’t match ID. - Retake ID photos in bright light on a flat surface.
- Ensure ID text is clear.
- Try another phone or visit a store.
C. Facial Recognition Failure Face recognition fails during liveness check. - Retry in a well-lit room with no shadows.
- Ensure ID text is clear.
- Try another phone or visit a store.
D. Processing Delay Still processing order with same ID and number. Try again later. - Wait 30 minutes and retry.
- Visit a store if issue persists.
E. ID Validation Failure ID Validation failed due to poor lighting or camera focus. - Retake ID photos in bright light on a flat surface.
- Use a different phone or visit a store.
F. Max Prepaid SIM Limit You have reached the maximum number of prepaid SIMs. - Option 1: Register under another user’s name.
- Option 2: Transfer ownership of an existing line at a store.
-
- Lighting: Always use bright, even lighting for scans/selfies.
- Camera Quality: Clean your phone camera lens and avoid blurry shots.
- Retry: Most errors resolve after 1–2 attempts.
Need Help? Visit any Maxis/Hotlink store for instant support.
