01. How to fix my broken SIM card?

Our representative in XL Center can help to give you the new SIM card for free.

02. How do I retrieve my PUK code?

You can check it via *123#, select MyInfo, then PUK.

03. Why can't I make any call, SMS or browse the internet?

Your number may be suspended because your usage exceeding Credit Limit or you have an outstanding bill. At any case, please contact us via 818 to help you.

01. How to view my latest bill?

You can view it via *123#, select MyInfo and Info Tagihan.

02. How to get my bill details?

We provide your bill details via billing statement on monthly basis or you can check with our representative via 818. Please ensure our email address (PRIORITAS@xl.co.id) is not considered as SPAM by your mailbox.

03. How to check my quota?

You can check it conveniently via MyXL.

04. What if I accidentaly delete my billing statement email?

We can resend the latest bill to you. Just notify us via our email (PRIORITAS@xl.co.id)

05. How to switch my PRIO size? Any additional charges?

Upgrade your PRIO Plan conveniently via *123#, select Switch Plan. No additional charges on top of the new PRIO price.

06. What if I choose the smaller PRIO Plan?

You can do it via *123# with fee Rp10K.

07. Why my monthly plan charge is smaller than my plan price?

It happens when you subscribe the plan in the middle of the month. The charges will only be applied based on number of days since you subscribe until the end of bill period.

08. What is Credit Limit? And how to check it?

Credit Limit is the maximum usage limit for your usage which will not applied when you roam abroad. You can check it via *123#, select MyInfo and Credit Limit.

09. How to change my Credit Limit?

Our representative can help you, visit the nearest XL Center

10. What is balance? And how to check it?

Balance is the remaining of your Credit Limit that you can still use. You can check it conveniently via MyXL.

11. How to check my unbilled usage?

Our representative can help you, contact us via 818.

12. How to change my Credit Card?

Our representative can help you, visit the nearest XL Center

13. How to do international call via VoIP?

Our international call service is using VoIP technology. To use it, type 01000 followed by country code & the number.

14. How to use my phone abroad?

If your payment method is Credit Card, please contact us via 818, or otherwise our representative in XL Center can help to activate the roaming service. Your Credit Limit will be loose when you are roaming abroad. Visit the nearest XL Center for complete information.

15. How often can I switch my PRIO size?

You can switch your PRIO Plan once a month.

01. What is the fee of Rp 10K for?

It is the fee to process your application and will charge to your registered Credit Card.

02. Why does it need Credit Card?

If you have an active Credit Card, for your convenience, you can register it for auto-debit monthly billing payment. This way, you don't need to walk in to ATM to make your payment every month.

03. Why does it need cash deposit?

The cash deposit is only required when you chose not to use auto-debet Credit Card for monthly billing payment. The deposit will be used for your billing payment should any payment missed.

04. Why is my Credit Card failed to be registered?

The Credit Card number you input may not be recognized. But, no worries, we will contact you via email (from PRIORITAS@xl.co.id) to assist during our business hours (Mon-Fri, 8 am - 6.30 pm).

05. What is Deposit? Where to Transfer?

Deposit is a prerequisite to apply PRIORITAS if you choose Bank Transfer as payment method. Deposit is paid once in application process. Deposit cannot substitute your invoice, hence please check your email regularly and pay your invoice via Payment menu in ATM. Transfer deposit to BCA Bank Account PT XL Axiata, Tbk: 205 006 5416

06. Is there any maximum time to transfer deposit and send payment proof?

Yes, you are required to transfer and confirm your payment to email (PRIORITAS@xl.co.id) within 1x24 hour after application process, otherwise your application will be disregard and your number will be released and available to others.

07. How to pay monthly invoice if I chose Bank Transfer as payment method in application process?

Please pay your monthly invoice through Payment menu in ATM > Choose Phone / Handphone > Choose XL Pascabayar > Input your PRIORITAS number > Input total payment shown in ATM > Finish payment

08. Why the deposit amount has to be 2x price of the monthly plan?

The deposit amount is equal to 1 month credit limit, which when needed, will be used for your billing payment should any payment missed. The credit limit is 2x of the monthly plan to provide you comfort in the need of making communication exceeding your allowance from monthly plan.

01. How to fix my broken SIM card?

Our representative in XL Center can help to give you the new SIM card for free.

02. How do I retrieve my PUK code?

You can check it via *123#, select MyInfo, then PUK.

03. How to view my latest bill?

You can view it via *123#, select MyInfo and Info Tagihan.

04. How to get my bill details?

We provide your bill details via billing statement on monthly basis or you can check with our representative via 818. Please ensure our email address (PRIORITAS@xl.co.id) is not considered as SPAM by your mailbox.

05. How to check my quota?

You can check it conveniently via MyXL.

06. What is the fee of Rp 10K for?

It is the fee to process your application and will charge to your registered Credit Card.

07. Why does it need Credit Card?

If you have an active Credit Card, for your convenience, you can register it for auto-debit monthly billing payment. This way, you don't need to walk in to ATM to make your payment every month.

08. Why does it need cash deposit?

The cash deposit is only required when you chose not to use auto-debet Credit Card for monthly billing payment. The deposit will be used for your billing payment should any payment missed.

09. What are the types of ID card to use?

We accept KTP and driving license (SIM) for Indonesian citizens as well as Passport and KITAS for foreign citizens.

10. What does Worry-Free Roaming in ASEAN mean?

It means that you can enjoy your trip in ASEAN countries with most competitive rate when connected to XL's roaming partner. Click here for details.

11. Which side of the ID Card I need to submit?

The side with your photograph on it.

01. What are the types of ID card to use?

We accept KTP and driving license (SIM) for Indonesian citizens as well as Passport and KITAS for foreign citizens.

02. What does Worry-Free Roaming in ASEAN mean?

It means that you can enjoy your trip in ASEAN countries with most competitive rate when connected to XL's roaming partner. Click here for details.

03. Which side of the ID Card I need to submit?

The side with your photograph on it.

04. When will I receive my PRIORITAS Welcome Pack?

You will receive it 1 working day (for Jadetabek areas) and 3-5 working days (for other areas) since you complete your subscription.

05. How will I receive my PRIORITAS Welcome Pack?

We will deliver it to you (via your correspondence address).

06. What to do when I receive it?

You can easily activate it by sending SMS "ACTIVE" to 123, then you will receive SMS, within 2 minutes, confirming your number's activation. You may want to install MyXL to manage your account, including checking your Data quota.

07. How do I get my preferred number?

In the "I Want PRIORITAS" page, you will find "Choose Your Nice Number".

08. Can I submit my ID card in PDF format?

Yes, you can submit via our email (PRIORITAS@xl.co.id).

09. Can use my current Prepaid or Postpaid number to join?

Yes, please contact us via our email (PRIORITAS@xl.co.id) to process your preference.

10. What will happen next after I complete the subscription?

You will receive Application Number via email that sent to you within 1 hour after subscription. Our team will process your subscription and should we need more information, we will contact you.

11. How do I track the shipment? Who can I follow up with about the shipment?

You can use your Application Number to follow up with us via our email (PRIORITAS@xl.co.id).