1. What is Self-Registration?

Self-registration allows customers to perform end-to-end registration of SIM cards from validation to activation stage. This process is also known as eKYC (electronic know-your-customer). 

 

Through the self-registration journey, customers will be able to register their purchased SIM card and perform ID and selfie validation via mobile web browser or the MyDigi app anytime, anywhere.

 

The method of self-registration depends on your SIM type.

  • For customers with a Numbered SIM card: perform self-registration & activation via mobile web browser.

  • For customers with a Lightning/Loose/Blank SIM card: perform self-registration & activation via MyDigi app using the “Activate SIM” feature.



2. How to know your SIM type?

Numbered SIM: A SIM card that is already preloaded with a mobile number and plan. 

Lightning/Loose/Blank SIM: A SIM card that is not preloaded with a number and plan (blank SIM). 

 


3. Are there any requirements to self-register the Prepaid Number?

  1. You must be aged 12 and above. 

  2. You must have less than 5 Prepaid SIM Cards registered to your ID.  

  3. You must prepare either of the following Valid IDs:

  • For Malaysians, you can use the Malaysian Identity Card (MyKad), MyKas, MyTentera, or MyPR

  • For other nationalities, please use your Passport (note: self-registration via Passport can only be done via mobile web browser)

  1. You must be connected to the Internet to perform the registration, either over Wi-Fi or hotspot/mobile data.  

  2. You must have a working camera on your device to be used for the registration.  

  3. Self-registration via MyDigi app is eligible for Malaysians only. Non-Malaysians can register their Lightning/Loose/Blank SIM at the nearest Digi Store.

 


4. What are the steps to complete the self-registration & activation process via mobile web browser?

This method is only for customers with a Numbered SIM card.

 

Use a device (mobile phone/tablet) with an internet connection. Prepare your ID and SIM Pack, and ensure you are in a room with good lighting.

Step 1: Scan the QR Code at the back of the SIM Pack to access the SIM Registration Page.

Step 2: Scan the barcode on the SIM Pack.

Step 3: Scan your ID (MyKad, MyTentera, MyPR, MyKAS, Passport).

Step 4: Snap a selfie.

Step 5: You will be redirected to the completion screen.

Step 6: Insert the SIM Card into your device and wait for 2 to 5 minutes to receive a SIM Activation SMS.



5. What are the steps involved to complete the self-registration & activation process via the MyDigi app? 

This method is only for customers with a Lightning/Loose/Blank SIM card.

 

Use a device (mobile phone/ tablet) with an internet connection. Prepare your ID and SIM Pack, and ensure you are in a room with good lighting.

Step 1: Download & launch the latest version of MyDigi app. Tap on “Activate SIM”.

Step 2: Scan your SIM or enter the barcode manually.

Step 3: Scan your ID (MyKad, MyTentera, MyPR, MyKAS).

Step 4: Snap a selfie.

Step 5: Choose your plan and number.

Step 6: Make payment and insert your SIM card to complete the registration and activation process.

 

 

6. What documents do I need to complete the self-registration process? 

Either one of these documents can be used for self-registration

  1. Malaysian Identity Card (MyKad)

  2. Passport (Note: not eligible for self-registration via MyDigi app)

  3. MyKas ID

  4. MyTentera ID

  5. MyPR ID

 

Only valid and original documents are allowed to proceed with the self-registration process.  

 


7. Can I change any details after completing the self-registration process? 

No, customers are not able to make changes to their details once ID and barcode is scanned. However, if any of the information scanned is incorrect, customers can try to re-scan.

 

Additionally, passport users performing self-registration via mobile web browser need to key in their local address.  

 


8. What do I do if I encounter an error during self-registration?

Error scenario

What to do

SIM Barcode has already existed in the system. 

The SIM Card you are trying to scan has already been registered before this. Please contact our Digi Customer Service at 016 221 1800 for further assistance.

The sim serial number you entered is invalid/ cannot be found. Please try again with a valid sim serial number.

Please ensure that you are scanning/manually inserting the correct SIM serial barcode Number. Else, please contact our Digi Customer Service at 016 221 1800 or visit our Digi Store for further assistance.

The information/ details scanned from my ID do not match my ID. 

Proceed to re-scan the ID to ensure that the correct details were scanned.

Face Recognition failed.

Go to a well-lit area and re-do the face recognition selfie.

The eligibility check fails. The message on the screen reads: “We are unable to proceed with your request.”

Please contact our Digi Customer Service at 016 221 1800 for further assistance.

 


9. What can I do to get further assistance on self-registration?

You may contact our Digi Customer Service representative at 016 221 1800 for assistance or visit the nearest Digi Store.

 


10. What should I do if I have exhausted all of my self-registration attempts?

You will need to restart the self-registration/eKYC process. 

(Note: For MyDigi app self-registration, you have to wait for 5 minutes before you can restart the process)

 


11. What happens if my ID is damaged in one of the following scenarios?

  • Damaged MyKad chip

  • Damaged laminated plastic layer

  • MyKad appears to be faded

  • Damaged Passport

The system will not be able to capture the details accurately if your ID is damaged. Please visit any Digi Stores to activate your SIM. 

 


12. Can I scan a picture or a photocopy of my ID?

No, you are required to use the original ID to complete the document verification process.

 


13. Can I take an image of another person or perform facial recognition through a screen?

No, the facial recognition process must be performed by the individual, as a real-time image is mandatory. 

 


14. What should I do if my captured image is unclear/blurry?

Here are some tips to ensure good quality images:

  • Avoid glare or reflection when capturing the image.

  • Ensure your image is taken in a brightly lit environment.

  • Ensure that your ID fits into the allocated frame.

  • Please do not cover or block your ID details when capturing the image. 

 


15. What should I do if I fail the facial recognition/selfie?

Please take note of the following when capturing your selfie:

  • Ensure you are capturing your selfie in a brightly lit environment.

  • Ensure your face fits within the allocated frame. Avoid tilting your head.

  • Please do not cover your face when capturing your selfie.

  • Avoid multiple faces within the frame. Ensure that you [alone] should be seen in the image. 

 

If you have hit the retry limit, please restart the self-registration/eKYC process. If you still encounter problems, please visit the nearest Digi Store to perform registration.



16. What should I do if the SIM Card is faulty/not able to be detected?

Please walk into your nearest Digi Store or Digi Kiosk and perform a SIM card replacement. 

 


17. Which version of MyDigi app should I download to perform Self-Registration of my Lightning/Loose/Blank SIM card?

You will need MyDigi app version 13 and above.