How does your system work?
This is online_cum_sms prepaid phone card purchase system. It is intended for two types of customers – one-time user and regular user. One-time user refers to tourists and non-residents who need hassle-free purchase of phone cards using their credit or debit cards. They do not need to fill up many personal data to enjoy the convenience of online purchase. It looks like they physically come to the shop and buy what they want instantly. Regular users refer to residents here who need to purchase phone cards regularly. They are encouraged to become a member to enjoy a bunch of benefits. As a member, they can enjoy buying phone card everywhere on the go with very low price. Although it is a prepaid payment system, you can experience instant retail purchase every time since we do not set credit limit and facilitate easy payment system for you to choose to your need.

Do I need to be a member to buy phone cards?
No. But we recommend you to become a member if you are frequent buyer. You will save a lot of money by doing so.

What are benefits of a member?
As a member, you can

• enjoy great discount on individual phone card
• purchase phone card by both online and sms i.e everywhere on the go
• choose payments between bank transfer and Paypal at your convenience
• review your transaction history anytime
• will receive notification of our promotion

We do not set any minimum limit of credit to become a member so that you can set your own credit limit based on your consumption.

Is there any membership fee?
No, you just need to provide required information only.

How to sign up as a member?
Go to 'sign up' page and fill up the information. Singapore-registered mobile no is essential to communicate with us by sms. And your email address will receive your purchase info as reference. It is better to use the same Paypal email address for convenience of using Paypal. All your data will be kept confidential according to our Privacy policy.

As a member, no matter whether you are online or offline, you can top up your account and order the phone card. That is everywhere on the go!

Why does non-member need to pay more?
It is because of adding Paypal transaction fee to the phone card price. But we try to introduce hassle-free purchase for non-members by requesting the least information to fill in. Also he can use credit card for purchase.

Why is member's credit reduced some amount using Paypal?
Credit reduction will go to Paypal for transaction fee. But by using Paypal, member will get immediate access to updated credit balance and can order card immediately. Also he can use credit card for purchase.

How to notify my bank transaction?
You are required to notify us your bank transaction once completed. Unless, your transaction will not get our attention. You shall notify us either online or by sms, not both.
For customer who is online, press “Credit Top-up” button and proceed until pressing “SUBMIT TOP-UP FOR APPROVAL”. For customer who is unable to go online, type sms message “ks<space>top<space><bank_name><space><account_no><space><amount>” and send to 92995195. Account types such as “savings”, “current” etc are not required to type. Also do not include “$”sign in the amount.
Once you notify us, our staff will see your bank transaction notice when he checks the system at the designated hour. Then he will check the account and approve your transaction amount accordingly.

How to check my balance?
Your balance can be checked either by sms or by logging into your account. For sms, type ks bal and send to 9299 5195, you will receive return sms about your balance. Balance check is allowed only one time between successive top-up/purchase transaction.
By logging into your account, you can retrieve your balance information anytime under transaction history.

How to update my account information?
Log into your account and edit under account info. It is mandatory to update mobile no or email address if it is changed. Unless, you will not get access to your account or you can not use our sms system. Once your email address is updated, your user name will be changed accordingly.

I lost my card information but the card still has some credit in it. How can I retrieve the information again?
For members, log into your account and retrieve from transaction history under your account. For non-members, you can retrieve information from the email address you provided to us.

How can I get more information about the card to contact customer service of the card manufacturer?
You may need to contact customer service of the card manufacturer for card defect or connection problem or other help. You might be asked to provide card serial number or other information of the card. Feel free to call or email to us for such information. We are ready to help you.

For bank transfer, why I have to wait between 12pm and 9pm for credit update?
Our staff can check the bank account during operating hours only. To avoid long waiting time to get credit update, we advise you to do bank transfer near our checking time. Let say you want to get credit updated on 2pm, you can do bank transfer around 1:45pm.

Can I purchase phone card 24hr daily?
Yes. For members, make sure that you have sufficient balance in your account before purchase. Purchase can be accomplished instantly online or by sms at your convenience.

Can I do e topup to other mobile number not belonged to me?
Yes, you can top up for any mobile number of your loved ones. But make sure that their mobile number is correct. Unless, you will not get refund for wrong topup. See our Refund Policy.

I could not see card information on screen after "QUICK BUY" purchase. Why?
Sometimes after Paypal payment process, you will not be directed to our website automatically so that you do not see card information on screen. To do so, you can click "Return to KS Multimedia" to view online.

Why I did not receive card information email after "QUICK BUY" purchase?
Sometimes our email will go into your spam mail box depending on your mailbox spam setting. You need to change your spam setting to allow our email to go into your mailbox next time. Also make sure that you provide the valid email address.

Why was my e topup unsuccessful?
The most probable problem is wrong mobile number you provided. Make sure your intended mobile number again before you proceed to another purchase. For oversea e topup, make sure you use correct country code. For local topup, no country code is required if you order by sms. There is no zero, space, hyphen or prefix in front of or between mobile number digits.

The other possible reasons are- your intended prepaid account has expired or been terminated or not been activated yet. For automatic activation, please make the first outgoing call or sms.

How can I know which phone card to be used for a specific country?
You can select the country you want to call in the home page. We will display the recommended cards. Click the individual card image if you want to get more detail information such as how long you can make a call and how much for connection fee etc. We are not responsible for the truth and accuracy of the information since we extracted it from manufacturer's website. To get the latest information, you can visit the link we provided.

How you are going to use my personal information I provided?
For protection of personal information, you can refer to our Privacy Policy. We will collect the least information we need to provide the service to you.

I got connection problem. How to solve it?
Only card manufacturer will be able to help you regarding all connection problems, not limited to the following:
1) call failure
2) over deduction of credit balance
3) call interruption
4) poor voice quality.
For these issues, contact customer service of the card manufacturer, which can be found by clicking on the card image on our website. Sometimes you will be asked to provide serial number and other card information. You can contact us for these and we will be ready to help you.
On the ground of confidentiality of the data, normally card manufacturer would like to talk to end customer directly. We are not obliged to help you on this case. Select your card prudently based on your experience. Also we do not refund for these problems as well. See our Refund Policy.

Upon my first usage of the card, I found no value in the card or I was informed that the pin was invalid. How to solve it?
You can call or email to us for this issue before you contact card manufacturer. We may have data entry error and will re-confirm the pin number for you. Once we confirm that the pin number is correct, we will check with card manufacturer the validity of the pin. If the pin is invalid because of card defectiveness, we will proceed for the refund. But most of the time, you encountered this problem because of:
1) wrong dial number
2) wrong pin/card number entry
3) accidental/inadvertent transfer of fund to another card
4) accidental/inadvertent transfer of fund to your phone number for callback cards
We are not obliged to help this issue upon subsequent usage. Make sure you protect your pin/card number safely if you could not consume during the first time.

How do I get refund for defective cards?
For refund, we would like you to refer to our Refund Policy. Once we confirm with manufacturer that card is defective, we will proceed for refund.

As we mentioned there, it will take some time to confirm the defective card with manufacturer. In the mean time, for your convenience, we recommend you to buy another card to fulfill your calling need. You shall not disclose the card information to third party before you contact us. If the card information is misused by third party, you will not get any refund.

Can I get back refund for e topup to wrong mobile number?
No. Make sure that your intended mobile number is correct before you proceed to purchase.

Can I get back refund for credit top-up?
No. We do not set the credit limit either. We recommend you to top up based on your consumption only. All credits have to be consumed and no cash refund will be provided. For details, refer to our Refund Policy.

How do I contact you if I need help?
You can call our hotline no 65-96570297 for immediate attention. Alternatively you can email to customercare@ksmultimedia.sg. You are welcome to provide feedback to our services at feedback/enquiry form.

DO NOT CONTACT us using 65-92995195. This number is purely for automatic sms transaction and you might not get our attention.