01. How to fix my broken SIM card?

To replace a new card, you can come directly to XL Center with complete requirements, such as your original e-KTP and SIM card to be replaced, or you can go online by email to xlc@xl.co.id. Card replacement will be charged a fee of Rp10,000.

02. How do I retrieve my PUK code?

PUK info can be seen through myXL Postpaid. Select "other" menu, then select PUK, enter your XL number and enter the 19 digit numbers printed on the back of the card, then click "VIEW PUK". PUK info can also be seen via *123#. Select Info, select PUK, then enter your XL number and enter the 19 digit numbers printed on the back of the card.

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

Your number may be blocked because your usage exceeds the Spend Limit or you have a bill that is past due and has not been paid. Please check the status of your bill on myXL Postpaid app, then select the "Billing" menu. If you need help, please contact us via PRIORITAS Live Chat on prioritas.xl.co.id website, myXL Postpaid app or WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

04. Why can't I purchase PRIO Booster Apps? When I check via *123# and myXL Postpaid, there is no PRIO Booster Apps package option.

This is because your XL PRIORITAS number is still in the 2in1 Combo Promo period and has PRIO Booster Komplit, so there is no need to make purchases for PRIO Booster Apps. In addition, all the benefits in Booster Apps are included in PRIO Booster Komplit.

05. Why do I always get SMS from the sender with 4 digit numbers and my limit is cut off?

If you feel that your remaining limit has been reduced even though the package quota is still available, or at the time of printing bill there is an additional fee becauseof an active service that is never been activated/used by you, you can directly call 817 or visit the nearest XL Center. Our team will make a report so that the service can be blocked and the excess bill will be returned to you.

01. When is my billing cycle?

There are two kinds of billing cycles currently in effect:

  • Customers with Billing Cycle 15
    • Billing and Usage Period: 16th on the first month - 15th on the next month
    • Bill Printing: Every 19th
    • Due: Every 11th

Example: Usage on 16 September-15 October 2020 will be billed on 19 October 2020.

 

  • Customers with Billing Cycle 31
    • Billing Period and Usage (Usage): Following the Gregorian Calendar: 1 - 28; 1 - 29 (Leap); 1 - 30; 1 - 31
    • Bill Printing: Every 4th
    • Due: Every 27th

Example: Usage on 1-30 September 2020 will only be billed on 4 October 2020..

02. How do I pay bills?

You can pay bills via two methods: auto-debit credit card or cash.

  1. Auto-Debit Credit Card

    If you choose the credit card auto-debit payment method, your bill will be paid auto-debit every month. Make sure your credit card has a sufficient balance at the time of the debit and does not expire in the next three months.

  2. Cash Payment Methods
    1. Via myXL Postpaid App:
      • Go to "Billing" Page.
      • Click "Pay Now" button.
      • Enter your credit or debit card number, expiration date, CVC/CVV, and OPT.
        Only valid for credit or debit card holders with MasterCard/VISA logo.
      • Complete payment.
    2. Via Internet Banking / Mobile Banking:
      • Click Payment.
      • Click Mobile.
      • Click XL PASCA / XPLOR.
      • Enter your XL PRIORITAS number.
      • A summary of the bill appears, make sure the number and total of your bill are correct.
      • Pay the bills.
      • Done.
    3. Via WhatsApp Business XL PRIORITAS (0818 8000 55)
      • Chat WhatsApp XL PRIORITAS.
      • Select the "Pay XL PRIORITAS Bill" menu.
      • Follow the next steps.
    4. Via the SIM Tool Kit Menu:
      • Enter the SIM Tool Kit menu on your mobile.
      • Click m-Payment.
      • Click XL PASCA/XPLOR.
      • Enter your XL PRIORITAS number.
      • A summary of the bill appears, make sure the number and total of your bill are correct.
      • Pay Bills.
      • Done
    5. Via ATM:
      • Click Other Menu/Other Transactions.
      • Click Payment.
      • Click Mobile.
      • Click XL PASCA/XPLOR.
      • Enter your XL PRIORITAS number.
      • A summary of the bill appears, make sure the number and total of your bill are correct.
      • Pay the bills.
      • Done.
    6. Through PRIORITAS Center/XPLOR/XL Center.

      Our team will help you to make payments using Credit Cards/Debit Cards/Cash and E-Wallets (OVO, GOPAY, DANA, and LinkAja).

03. For bill payments, which banks have collaborated with XL PRIORITAS?

  1. Internet Banking
    • BCA
    • BNI
    • Mandiri
    • Bank Mega
    • Permata
  2. Mobile Banking
    • BCA
    • Mandiri
    • Permata
  3. ATM
    • BCA
    • BII
    • BNI
    • Bukopin
    • HSBC
    • Mandiri
    • NISP
    • Permata
    • CIMB Niaga
    • Bank Mega
    • Bank DKI
    • Bank Eksekutif
    • Bank Kaltim
    • Bank Panin
    • Bank Jatim
    • BRI Syariah
    • Artha Graha
    • BJB SYARIAH
    • BNI SYARIAH
    • Bank NTT
    • Bank KALSEL
    • Bank Mestika
    • Bank NTB
    • BRI

*Especially for BRI ATM card holders, you can only make payments at ATM machines with "Link" Logo

04. Can I change the payment method from cash to credit card auto-debit?

Yes, you can. Please register your credit card via:

  1. myXL Postpaid App
    • Click More.
    • Click Payment Methods.
    • Click Change to Credit Card.
    • Fill in all fields on the Credit Card menu and click Process. You will get a notification whether success or failure.
    • Follow the next process, input the OTP and if successful, the payment method has been successfully changed.
  2. PRIORITAS Center/XPLOR/XL Center
    • Prepare an identity card (e-KTP/SIM) and credit card to be registered.
    • Our team will assist you during the credit card registration process.

05. Why isn't my bill automatically debited from the credit card?

This can be caused by the following conditions:

  1. Insufficient Credit Card balance.
  2. The validity period of the Credit Card has expired.
  3. Refusal from the Issuing Bank.

Tips: Contact the Issuing Bank to confirm the condition of your credit card. If there is no problem with your credit card, please contact us via PRIORITAS Live Chat on prioritas.xl.co.id website, myXL Postpaid app or WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

06. How do I see my latest bill?

Billing information can be checked on myXL Postpaid app (available on the App Store or Google Play) and billing information can also be checked via *123#.

07. How do I get my billing details?

Detailed billing information will be sent every month via email that has been registered to your XL PRIORITAS number. Make sure your bill is sent from (PRIORITASInvoice@xl.co.id) email. You can also view your billing details on myXL Postpaid app (available on App Store or Google Play).

08. What if I accidentally delete the printed bill in my email?

Please send us your latest invoice request to our email (PRIORITAS@xl.co.id). You can also view your billing details on myXL Postpaid app (available on App Store or Google Play).

09. Can I change my billing email address?

Yes, please access the myXL Postpaid application, then select the "Other" menu, select "Profile", select "Email Address", enter your new email address then click "Save". If you need help, please contact us via PRIORITAS Live Chat on prioritas.xl.co.id website, myXL Postpaid app or WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

10. How do I upgrade to a bigger PRIO plan? Will there be an additional fee?

You can easily upgrade your PRIO Plan on myXL Postpaid app, select Plan & Booster and select "Change Plan", or you can dial *123#. Upgrade to a larger Plan can be done once a month as long as the remaining limit is sufficient and there is no additional fee for upgrading to a larger PRIO Plan.

11. What if I want to downgrade to a smaller PRIO plan?

You can do this via myXL Postpaid app or *123#. You will be charged Rp10,000 for moving to the smaller PRIO Plan.

12. I can't use internet access, how do I continue my online activities?

Check your internet quota first on myXL Postpaid app (available on the App Store or Google Play) or *123#. If your PRIO Plan main quota has run out, you can purchase PRIO Booster Data if the limit is sufficient, or you can use your PRIO Flex balance at a price including 10% VAT.

13. Why is my monthly bill smaller than the price of the plan I chose at the registration?

This can happen when you apply for PRIO plan in the middle of the billing period. Your bill will be calculated based on the number of days from your registration until the end of the billing period.

14. How do I change my spend limit?

If you use a credit card as a payment method, you can adjust the usage limit as needed on myXL Postpaid app. Please click "Other" menu, select "Spend Limit", then drag it as needed, select temporary or permanent, and click "Change Spend Limit". If you use bank transfer method, you can add your deposit by transferring to a BCA account in the name of PT XL Axiata, Tbk: 205 006 5416 or changing the payment method to a credit card via myXL Postpaid. If you need help, please contact us via PRIORITAS Live Chat on prioritas.xl.co.id website, myXL Postpaid app or WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

15. What is a balance and how do I check it?

Balance is a fund that can be used outside the package. The balance is obtained from the usage limit minus the package price. If the balance is used, it will add to the bill. If you need help, please contact us via PRIORITAS Live Chat on prioritas.xl.co.id website, myXL Postpaid app or WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

16. What if my balance runs out before the end of the billing period?

You cannot use other services outside of your monthly package quota. To use other services outside of the monthly package quota, you can increase your limit or balance through myXL Postpaid app (specifically for payments by credit card). If you need help, please contact us via PRIORITAS Live Chat on prioritas.xl.co.id website, myXL Postpaid app or WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

17. How do I check my quota?

You can easily check your quota via myXL Postpaid app or *123#. If you need help, please contact us via PRIORITAS Live Chat on prioritas.xl.co.id website, myXL Postpaid app or WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

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 data you entered may not be recognized. If you experience this, please contact us via PRIORITAS Live Chat on prioritas.xl.co.id website, myXL Postpaid app or WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

05. What is Deposit? Where to Transfer?

Deposit is a prerequisite for registering for PRIORITAS if you choose Bank Transfer as your payment option. Deposit is paid once during the registration process and cannot replace your bill. For registration at XL Center, deposits can be paid by credit card or Virtual Account. For registration via XL PRIORITAS Website and WhatsApp Business, deposits can be paid by credit card or transferred to a BCA account in the name of PT XL Axiata, Tbk: 205 006 5416.

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

Yes, you must transfer and confirm payment and completeness of your data via email (PRIORITAS@xl.co.id), PRIORITAS Live Chat or WhatsApp Business XL PRIORITAS (0818 8000 55) within 1x24 hours after the application process. If you pass the deadline, your application will be canceled, your number will be released, and the number will be available again for other customers.

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

You can make monthly payments via ATM in Other Menu/Other Transactions > Payment > Mobile > XL PASCA / XPLOR > Enter your XL PRIORITAS number > A summary of the bill will appear, make sure your number and total bill are correct > Pay Bills > Done.

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.

09. What is a prorated bill?

Billing period for XL PRIORITAS numbers ends on the 15th of every month. If your number is activated before the 15th, the first bill will be calculated on a prorated basis or based on the total days your number is used. (Example: your number is activated on the 10th, then the first bill is only counted for 5 days).

10. Why do I receive 2 bills in a billing cycle?

If you have made a payment and still gets 2 bills in one billing period, please ignore it. However, if you have not paid the bill for 2 months, then you will indeed receive 2 bills.

11. Why do I get a bill that exceeds the plan that was determined when I registered?

Each customer's number has an additional limit, minimum of Rp50,000, outside of the main plan chosen. By cutting the limit, customers can easily buy additional packages/Booster or use the basic tariff if the main plan quota has been used up. The cut limit will be an additional bill in that period. However, take it easy, the bill will not exceed the predetermined plan price and limit.

01. How to fix my broken SIM card?

To replace a new card, you can come directly to XL Center with complete requirements, such as your original e-KTP and SIM card to be replaced, or you can go online by email to xlc@xl.co.id. Card replacement will be charged a fee of Rp10,000.

02. How do I retrieve my PUK code?

PUK info can be seen through myXL Postpaid. Select "other" menu, then select PUK, enter your XL number and enter the 19 digit numbers printed on the back of the card, then click "VIEW PUK". PUK info can also be seen via *123#. Select Info, select PUK, then enter your XL number and enter the 19 digit numbers printed on the back of the card.

03. Why do I always get SMS from the sender with 4 digit numbers and my limit is cut off?

If you feel that your remaining limit has been reduced even though the package quota is still available, or at the time of printing bill there is an additional fee becauseof an active service that is never been activated/used by you, you can directly call 817 or visit the nearest XL Center. Our team will make a report so that the service can be blocked and the excess bill will be returned to you.

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

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

05. 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.

06. 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.

07. What is a prorated bill?

Billing period for XL PRIORITAS numbers ends on the 15th of every month. If your number is activated before the 15th, the first bill will be calculated on a prorated basis or based on the total days your number is used. (Example: your number is activated on the 10th, then the first bill is only counted for 5 days).

08. Why do I receive 2 bills in a billing cycle?

If you have made a payment and still gets 2 bills in one billing period, please ignore it. However, if you have not paid the bill for 2 months, then you will indeed receive 2 bills.

09. Why do I get a bill that exceeds the plan that was determined when I registered?

Each customer's number has an additional limit, minimum of Rp50,000, outside of the main plan chosen. By cutting the limit, customers can easily buy additional packages/Booster or use the basic tariff if the main plan quota has been used up. The cut limit will be an additional bill in that period. However, take it easy, the bill will not exceed the predetermined plan price and limit.

10. 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.

11. 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.

12. 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).