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Smart Infinity Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS
Are there international service bundles?
Click the link to learn more on the Smart Data Roaming Manager: https://smart.com.ph/World/traveling-the-world/dataroamingmanager
How do I register?
How will I be charged for my subscriptions?
Initial registration to a postpaid add-on will be automatically pro-rated depending on your bill cut-off. You will only be charged the remaining days until your next billing period in which upon auto-renew, you will be credited the full inclusions with the full charge. For Corporate availment, you may send an email to InfinitySupport@smart.com.ph.
How do I check the status of my subscriptions? 
Will I be notified if my add-on service is fully consumed? 
For corporate subscribers, you will be notified through SMS upon reaching 80% of data consumption. For Infinity Individual Subscribers, you will be notified through SMS upon full consumption of your credits. Also, you will be notified when your consumption balance is low.
Will I be notified if my subscription will expire? 
There is no expiration date for corporate add-ons unless you will send a deactivation request via email to InfinitySupport@smart.com.ph. For Infinity Individual Subscribers, you will receive a SMS notification 24 hours before your expiration, and at the moment of expiration of your registered add-on. This applies to short validity offers only (less than 30 days subscription).
What happens during an invalid transaction? 
All invalid scenarios (i.e redirected account, credit limit reached, invalid number, keyword, etc.) will trigger an SMS notification to the subscriber and existing charging rules shall apply. You may send an email to InfinitySupport@smart.com.ph for reconnection of account.


Account and Billing Concerns
1.How to read your Smart Infinity billing statement

Your Smart Infinity billing statement contains important details about your account, the services you are using, and their corresponding charges. It also shows information you need to know to ensure continuous service so you can maximize your membership.

To help you better understand your bill, try viewing our VISUAL GUIDE.

2.How to apply for a Smart postpaid or Smart Infinity individual plan?

To apply for a Smart Postpaid or Infinity account, you will need the following documents:

  1. Completely filled-out and properly signed Service Application Form (SAF).
  2. General Consent
  3. Program Details or Corporate Assignee Sheet for multiple lines
  4. Proof of Identification (POI)
  5. Proof of Address (POA)
  6. Proof of Financial Capacity
  7. Other documentary requirements may be requested based on the credit evaluation. View a detailed list of QUALIFIED DOCUMENTS.
3.Can I request for temporary disconnection of my Smart Postpaid or Smart Infinity account?

Subscribers may request for temporary disconnection when travelling abroad, in case of mobile phone loss/theft or due to financial reasons. In the event that you need to temporarily disconnect your Smart Postpaid or Infinity line, please visit any Smart Store and prepare the following:

  1. Letter of Request stating the mobile number and reason of suspension from the Authorized Signatory/Authorized Representative/Subscriber on record
    (for Infinity Individual)
  2. Valid ID
  3. Affidavit of Loss (for lost mobile phone)

If you will be requesting through a representative, please include the following:

  1. Valid ID of the representative
  2. Authorization letter stating your request

Prior to disconnection,kindly ensure the following:

  1. You will need to settle any outstanding balance before processing temporary disconnection.
  2. Maximum allowable period for voluntary disconnection is Six (6) months. If no reconnection after six (6) months, line will be subjected to permanent disconnection.
  3. If within contract, informs client that contract is subject for contract extension equivalent to the number of days line is in temporary disconnection status.
  4. Client is amenable to settle the Php300.00 reconnection fee that will be charged upon reconnection from voluntary temporary disconnection.
  5. Inform assigned CRA
4.How does international roaming work?

Click the link to learn more : https://help.smart.com.ph/article/postpaid-international-roaming-guide-for-smart-postpaid-and-infinity-subscribers

5.How do I transfer ownership of Smart Postpaid or Smart Infinity account?

To request for change of ownership, both existing and new subscriber should visit the Smart Store with the following:

INDIVIDUAL SUBSCRIBER TO INDIVIDUAL SUBSCRIBER REQUIREMENTS

Previous Owner
  1. Valid ID
  2. Change of Ownership Form
  3. If within contract, informs client that contract is subject for contract extension equivalent to the number of days line is in temporary disconnection status.
  4. Others: Passport and Airline Ticket (if previous owner will be traveling out; and Signed letter from the company HR department that employee is already resigned from the company.


New Owner
  1. Company ID of the new assignee and authorized signatory
  2. Change of Ownership Form
  3. Service Application Form for Corporate Accounts
  4. Company's Proof of Billing Address (i.e Utility Bills, Credit Card Bills, Statement of Account) – this is required if the reason is due to resignation. For cases that the submitted ID of the subscriber indicates the preferred billing address and it matches with SAF, the ID can serve as POA.
  5. Company's Financial Documents (i.e Latest Payslip/ITR, COE with compensation, Bank Statement)
  6. Others: Death Certificate (if previous owner is deceased)
SAF must always include subscriber’s preferred PLAN and signed subscriber declaration.


INDIVIDUAL SUBSCRIBER TO CORPORATE
Previous Owner
  1. Valid ID
  2. Change of Ownership Form
  3. If within contract, informs client that contract is subject for contract extension equivalent to the number of days line is in temporary disconnection status.
  4. Others: Passport and Airline Ticket (if previous owner will be traveling out; and Signed letter from the company HR department that employee is already resigned from the company.
New Owner
  1. Valid ID
  2. Change of Ownership Form
  3. Service Application Form
  4. Proof of Billing Address
  5. Financial Documents
  6. Others: Death Certificate (if previous owner is deceased); and Special Power of Attorney document (if previous owner is not available)

SAF must always include subscriber’s preferred PLAN and signed subscriber declaration.


CORPORATE TO INDIVIDUAL SUBSCRIBER
Previous Owner
  1. Company ID of the new assignee and authorized signatory
  2. Change of Ownership Form



New Owner
  1. Valid ID
  2. Change of Ownership Form
  3. Service Application Form
  4. Proof of Billing Address
  5. Financial Documents
SAF must always include subscriber’s preferred PLAN and signed subscriber declaration.


Prior to request of ownership transfer,kindly ensure the following:

  1. Outstanding balances should be settled before changing ownership.
  2. The new owner will still be subject to the same requirements for new applications.
  3. If the new owner is willing to continue the contract, there will be no pre-termination fee except for accounts with Device Amortization Cost. Client will be charged full amount once transfer request is applied. The start of the new contract will be the date of transfer and will end with the original contract end date.
  4. If the previous owner is willing to pay the pre-termination fee, this will expire the original agreement and the new owner will no longer be bound to the lock-in period.
  5. Applicable outstanding balance and pre-termination fee is FREE if previous owner is deceased.
  6. Credit limit of the new owner shall follow the default Credit Limit of the existing owner's Plan.
  7. The unbilled usage charges of the old owner shall be billed to the new owner.
PLDT Enterprise

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