Most major brands and models are eligible for a Swap Protect program, including smartphones commonly sent in repair due to issues like a cracked screen.

Swap Protect covers:
• Extended Warranty
• Screen Crack
• Accidental Damage, including Liquid Damage
• Attended Theft

For an eligible device, you will first need to run a diagnostic program on your device and pass the diagnostic test before the subscription option is presented.

As for new eligible devices, the subscription must be initiated within 30 days of the purchase date. During the plan signup, you will need to specify the purchase date and confirm that the device is new. No diagnostic test is necessary when signing up with a new eligible device. Swap will request for the purchase receipt as a form of verification when filing a claim. Any inaccuracies in the declaration may lead to the rejection of claims.

You may cancel your Swap Protect subscription via the Swap Protect portal. To do that, you will need to click on My Protection. You will need to login via a one time OTP pin in order to view your current subscribed plans. Under Manage Device, you may unsubscribe to your plan.

Your device remains protected under the Swap Protect program until the next billing cycle. Claims will need to be submitted within 7 days of incident OR before the next billing cycle. After the end of the next billing cycle from the date of the cancellation, your device is not protected and you are not entitled to file a claim.

If your subscription is not terminated by Swap, you can re-enrol with the same IMEI (same device) under the condition that no claims have been made within the last 12-month period from the day of the sign up. This applies to re-enrollment and does not involve upgrading or downgrading the plan.

Yes, you have the flexibility to upgrade or downgrade your selected plans at any point through the Swap Protect portal. To do that, you will need to click on My Protection. You will need to login via a one-time OTP pin in order to view your current subscribed plan and proceed to Upgrade or Downgrade your plan under “Manage”.

To file a Service Request, kindly contact Swap hotline at 03-79402800 from Monday to Friday, operating between 9am to 6.30pm.

A cancellation is a process initiated by users should they no longer require the service. A user may opt to re-subscribe to the service again should they want to later.

Termination is a process initiated by Swap should there be a breach of Terms or failed payments. Once a subscription is terminated by Swap , users may not resubscribe to any plans with the same IMEI of the terminated device.

No, there will be no reminder sent prior to the payment due date however should there be a failed payment attempt, you will receive a “Payment Failed” email on the due date of your payment, the 2nd day and also on the 4th day.

To check your balance, kindly contact Swap hotline at 03-79402800.

Should your auto debit payment failed and your account is reflected as overdue, login to your Swap Protect Account and go to My Protection. There will be a “Pay Now” option. Once payment is made, your account will be active again.

Swap Protect program includes an auto-tiering feature that automatically lowers a user’s subscription fee when the recommended retail price (RRP) of their device decreases. This ensures users continue to receive the same coverage and benefits - but at a reduced cost.