01. How do I reactivate an XL PRIORITAS number that has been expired or replace a damaged/lost SIM card?

Customers can reactivate via online or come directly to XL Center. Please prepare some of the required requirements as follows:
1. Personal data: KTP and Family Card.
2. The old SIM card that you want to reactivate (if the number expires).

• Online Service (more recommended because it saves customer time)
1. Prepare your personal data and the old SIM card that shows the serial number (if the card is damaged or the number is expired).
2. Chat with us via WhatsApp at 0818-8000-55.
3. We will validate using a video call.

• Come Directly to XL Center
1. The process of replacing the lost card and complete validation takes about 2 hours.
2. For replacement of lost cards, it cannot be represented.
3. For the reactivation of the number, it can be represented by bringing a power of attorney stamped Rp6,000 and the original e-KTP of the customer and representative. There is a validation process with the number owner via video call.

02. What if I want to unsubscribe from XL PRIORITAS or return to XL Prepaid number?

Please come to the nearest XL Center or go to XL Center Online.
Here are the things that you must prepare:

• Come Directly to XL Center
1. Bring personal data: e-KTP
2. Bring the old SIM card that you want to process
3. Pay all bills (both printed and ongoing)

• Via XL Center Online
1. Click here to fill in your personal data
2. Prepare personal data: e-KTP
3. Prepare the old SIM card that you want to process
4. Inform the number that can be contacted via Whastapp
5. Inform the email address registered on the XL PRIORITAS number
6. Pay all bills (both printed and ongoing)
7. Information regarding the bill to be paid will be informed via Whatsapp voice call

03. When is my billing cycle?

There are two kinds of billing cycles currently in effect:

* Customers with Billing Cycle 15
- Billing and Usage Period: Every 16th to 15th of the following month
- Bill Printing: Starting from 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.

04. How do I pay bills?

You can pay bills with 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
a. Via myXL App:
- Go to "Billing" Page.
- Click "Pay Now" button.
- Choose one of the available payment methods.
-Complete payment.
b. 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.
c. Via WhatsApp Business XL PRIORITAS (0818 8000 55)
- Chat WhatsApp XL PRIORITAS.
- Select the "Pay XL PRIORITAS Bill" menu.
- Follow the next steps.
d. 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.
e. 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).

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

  1. 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

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

Yes, you can. Please register your credit card via:
1. myXL app
- Click Profile.
- Click myXL Wallet.
- Click Change to Credit Card.
- Fill in the required data.
- 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.

07. 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 myXL app.

08. How do I see my latest bill?

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

09. 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 app (available on App Store or Google Play).

10. 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 app (available on App Store or Google Play).

11. 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.

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

You can upgrade your PRIO plan easily via the myXL app (select "View My Packets & Boosters", then click the "Change Package" button). You can also upgrade your package via *123#. Upgrade to a bigger package can be done once a month as long as the remaining limit is sufficient and there is no additional fee for upgrading to a bigger PRIO Plan.

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

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

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

Check your internet quota first on myXL app (available on 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/e-wallet balance at a price including VAT.

15. 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.

16. 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 app. Please click "Profile" menu, select "Spend Limit", then drag it as needed, select temporary or permanent, and click "Adjust 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. If you need help, please contact us via PRIORITAS Live Chat on myXL app.

17. 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, then the balance usage will be added to the bill.
If you need help, please contact us via PRIORITAS Live Chat on myXL app.

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

You can no longer use the balance for usage outside the package. However, if you need services outside of the package (such as buying a Booster, roaming, or calling a premium number), please top up your PRIO Flex balance or purchase a Booster with other payment methods (such as e-wallet or Virtual Account).

19. How do I check my quota?

You can easily check your quota via myXL app or *123#. If you need help, please contact us via PRIORITAS Live Chat on myXL app.

20. Why can't I make calls, SMS or access 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 app, then select the "Billing" menu. If you need help, please contact us via PRIORITAS Live Chat on myXL app.

01. Will I be charged for the registration process?

You will be charged Rp10,000 to process the application and be billed on the Credit Card you used to register.

02. Why did the credit card that I used failed when registering?

The credit card data you entered may not be recognized. If you experience this, please contact our team via PRIORITAS Live Chat on myXL app.

03. What is a deposit? Where should I 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.

04. Is there a maximum time limit for transferring deposits and sending proof of transfer?

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 and your chosen number will be released (number will be available again for other customers).

05. How do I pay my monthly bill if I choose bank transfer as a payment method at the registration 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.

06. Which banks accept payments via ATM?

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

07. Why does the deposit amount exceed the monthly plan price?

The deposit amount is the same as your spend limit. The total spend limit is the plan price + Rp50,000, so that you can get additional communication quota outside your monthly quota package more easily and comfortably. If you need help, please contact us via PRIORITAS Live Chat on myXL app.

08. What is a prorated bill?

The billing period for XL PRIORITAS numbers ends on the 15th or the end of each month. If your number is activated before the billing period ends, the first billing will be calculated on a prorated basis, which is calculated based on the total number of days you have used your number. (Example: the billing period ends on the 15th, the number is active on the 10th, so the first bill is only counted for 5 days).

09. 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.

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

The package price at registration does not include tax. The billing amount may vary because it includes taxes and usage outside the package (if any). Examples of usage outside the package: buying Booster, roaming, and using basic tariffs, such as calling premium numbers or using SMS Banking services.

11. 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 there is an additional fee because of 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.

01. What ID cards can be used?

We accept Identity Cards in the form of e-KTP for Indonesian citizens and Passport/KITAS for foreigners.

02. Will I be charged for the registration process?

You will be charged Rp10,000 to process the application and be billed on the Credit Card you used to register.

03. When will I receive PRIORITAS welcome pack?

You will receive it within a maximum of 3 working days (for Jadetabek areas) and a maximum of 5 working days (for other regions) after you have completed your registration. However, if you haven't received the PRIORITAS Welcome Pack, you can contact us via PRIORITAS Live Chat on myXL app.

04. Can I include my identity card in PDF format?

Yes, you can send your Identity Card through our email (PRIORITAS@xl.co.id), PRIORITAS Live Chat, or WhatsApp Business XL PRIORITAS (0818 8000 55) and inform your Application Number and Nice Number.

05. What if I fail to upload my ID card?

You can send your complete personal data via email to PRIORITAS@xl.co.id, PRIORITAS Live Chat, or chat WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

06. How do I select the number I want?

You can see the available beauty numbers on the "List" page in the "Nice Numbers" section. If you need help registering your XL PRIORITAS number, you can chat with us via WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

07. Can my prepaid or postpaid number be used as a PRIORITAS number?

You can upgrade your XL prepaid or postpaid numbers to XL PRIORITAS as long as your number is not registered as a corporate or dealer number. If you need help registering your XL PRIORITAS number or upgrading your number to XL PRIORITAS, you can chat wth us via WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

08. Will the credit on my prepaid number be forfeited if I move to PRIORITAS?

No, your prepaid credit number will be a prepayment and reduce your bill in the following month.

09. If my prepaid number is used as a PRIORITAS number, what about the package on my prepaid number?

No need to worry, the package quota on your number will be replaced with a new XL PRIORITAS quota according to the monthly plan registered. So, you can stay online, make calls, and send SMS.

10. What is the next step after I complete the registration process?

You will receive an Application Number via email which will be sent within 1 hour after registration. Our team will process your registration and if we need additional information, our team will contact you.

11. How do I know the status of my shipment? Who can I contact to inquire about shipping?

You can ask about the delivery status via WhatsApp Business XL PRIORITAS (0818 8000 55) by informing your Application Number and XL PRIORITAS number. Operating hours: every day, 07.00 - 22.00.

12. What should I do when I receive the PRIORITAS welcome pack?

You can activate your XL PRIORITAS SIM card through myXL app or type "AKTIF" then send it via SMS to 123. You will receive a confirmation message after your number is successfully activated. Download myXL app on Google Play Store or App Store.

13. What can I do if I don't receive a confirmation SMS after sending an "AKTIF" OR "ACTIVE" SMS to 123?

Please contact us via WhatsApp Business XL PRIORITAS (0818 8000 55). Operating hours: every day, 07.00 - 22.00.

14. Where can I register for the myPRIO DEAL bundling package?

You can register for myPRIO DEAL bundling package at participating XL Center, smartphone partner stores, and e-commerce. Check here for more info.

01. How do I reactivate an XL PRIORITAS number that has been expired or replace a damaged/lost SIM card?

Customers can reactivate via online or come directly to XL Center. Please prepare some of the required requirements as follows:
1. Personal data: KTP and Family Card.
2. The old SIM card that you want to reactivate (if the number expires).

• Online Service (more recommended because it saves customer time)
1. Prepare your personal data and the old SIM card that shows the serial number (if the card is damaged or the number is expired).
2. Chat with us via WhatsApp at 0818-8000-55.
3. We will validate using a video call.

• Come Directly to XL Center
1. The process of replacing the lost card and complete validation takes about 2 hours.
2. For replacement of lost cards, it cannot be represented.
3. For the reactivation of the number, it can be represented by bringing a power of attorney stamped Rp6,000 and the original e-KTP of the customer and representative. There is a validation process with the number owner via video call.

02. What if I want to unsubscribe from XL PRIORITAS or return to XL Prepaid number?

Please come to the nearest XL Center or go to XL Center Online.
Here are the things that you must prepare:

• Come Directly to XL Center
1. Bring personal data: e-KTP
2. Bring the old SIM card that you want to process
3. Pay all bills (both printed and ongoing)

• Via XL Center Online
1. Click here to fill in your personal data
2. Prepare personal data: e-KTP
3. Prepare the old SIM card that you want to process
4. Inform the number that can be contacted via Whastapp
5. Inform the email address registered on the XL PRIORITAS number
6. Pay all bills (both printed and ongoing)
7. Information regarding the bill to be paid will be informed via Whatsapp voice call

03. When is my billing cycle?

There are two kinds of billing cycles currently in effect:

* Customers with Billing Cycle 15
- Billing and Usage Period: Every 16th to 15th of the following month
- Bill Printing: Starting from 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.

04. How do I pay bills?

You can pay bills with 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
a. Via myXL App:
- Go to "Billing" Page.
- Click "Pay Now" button.
- Choose one of the available payment methods.
-Complete payment.
b. 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.
c. Via WhatsApp Business XL PRIORITAS (0818 8000 55)
- Chat WhatsApp XL PRIORITAS.
- Select the "Pay XL PRIORITAS Bill" menu.
- Follow the next steps.
d. 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.
e. 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).

05. Why did the credit card that I used failed when registering?

The credit card data you entered may not be recognized. If you experience this, please contact our team via PRIORITAS Live Chat on myXL app.

06. What ID cards can be used?

We accept Identity Cards in the form of e-KTP for Indonesian citizens and Passport/KITAS for foreigners.

07. What are the uses of calling quota to other operators?

Calls to other operators can be used to make calls to other operators (other than XL and AXIS number) and PSTN numbers (example: 021XXXXXX) in Indonesia.

08. What are the uses of SMS quota?

The SMS quota in the myPRIO Plan package can be used for SMS to XL, AXIS, and all other operators in Indonesia.

09. Does Call & SMS quota from myPRIO Plan include special services, such as SMS Banking and calls to premium numbers?

Currently, Call & SMS quota does not include SMS Banking or calls to premium numbers. If you want to make a call or send messages to the premium numbers, please make sure that your usage limit or your PRIO Flex balance is sufficient.

You can open myXL app to see your postpaid and PRIO Flex balance info on the main page.

10. Is Unlimited Plans truly unlimited/has no limited quota?

The Unlimited Plan has a fair usage policy (FUP). If you have reached its FUP, the internet speed will be adjusted.

You can open myXL app and view your Unlimited plan's FUP on dashboard page.

To stay online comfortably, you can buy additional packages or Boosters in  myXL app with many payment options.

01. What are the uses of calling quota to other operators?

Calls to other operators can be used to make calls to other operators (other than XL and AXIS number) and PSTN numbers (example: 021XXXXXX) in Indonesia.

02. What are the uses of SMS quota?

The SMS quota in the myPRIO Plan package can be used for SMS to XL, AXIS, and all other operators in Indonesia.

03. I use Silver package which has the benefit of Unlimited Favorite Apps. What is the use of these benefits?

Unlimited Favorite Apps can be used to access certain apps with FUP of 10GB during billing period.

04. What is Quota Reset Date?

Quota Reset Date is the date on which your main myPRIO plan is renewed or extended.

05. Is my myPRIO Silver data quota unlimited?

Data quota on your myPRIO Silver package is not unlimited, so after the quota runs out, you need to buy additional quota or Booster so that you can stay online comfortably.

06. Does Call & SMS quota from myPRIO Plan include special services, such as SMS Banking and calls to premium numbers?

Currently, Call & SMS quota does not include SMS Banking or calls to premium numbers. If you want to make a call or send messages to the premium numbers, please make sure that your usage limit or your PRIO Flex balance is sufficient.

You can open myXL app to see your postpaid and PRIO Flex balance info on the main page.

07. Is Unlimited Plans truly unlimited/has no limited quota?

The Unlimited Plan has a fair usage policy (FUP). If you have reached its FUP, the internet speed will be adjusted.

You can open myXL app and view your Unlimited plan's FUP on dashboard page.

To stay online comfortably, you can buy additional packages or Boosters in  myXL app with many payment options.

08. I have monthly quota package and Data Booster. Which quota will be consumed first?

All XL PRIORITAS packages (including monthly quota package & Booster) have quota usage settings based on your internet activity.
Example:
You have 2 active internet plans:
•    myPRIO Plan Gold X monthly package which has the benefit of Unlimited Data in all apps.
•    Movie Booster (15GB) to access YouTube, Netflix, Viu, Vidio and Iflix.
General usage rules:
1.    If you access chat, social media, and browsing apps, it will consume “myPRIO Plan Gold X” quota.
2.    If you access Netflix, it will consume “Booster Film (15GB)” quota.
3.    If your “Booster Film (15GB)” quota runs out, you can still access Netflix using “myPRIO Plan Gold X” quota.
4.    Packages that are activated first, will be consumed first.
 

09. My quota is run out, how to add my quota?

You can increase your internet quota by purchasing Booster on myXL app: select "Plan & Booster" menu, then select "Boosters".

You can also upgrade your monthly plan on myXL app: select "Plan & Booster" menu, then select "Basic Plan".

10. How do I check the remaining myPRIO Plan or Booster quota that I have purchased?

You can open myXL app and view your Unlimited plan's FUP on dashboard page.

Click "View My Plan & Booster" to see details of your remaining usage.

11. Can I change myPRIO Plan that I'm currently using?

You can change your curent myPRIO Plan via myXL app, *123#, or the nearest XLCenter.

However, make sure you are not on a contract period, your postpaid balance is sufficient, and plan replacement can only be done once per billing period.

12. Are there any packages or Boosters to access Netflix, VIU, Vidio, YouTube, Instagram, Facebook, Twitter, and more?

Currently, there are Booster Apps that can be used to access favorite apps, such as Netflix, VIU, Vidio, YouTube, Instagram, Facebook, Twitter, and others on myXL app and *123#.

You can simply buy it using various payment options, such as credit card, postpaid/PRIO Flex balance, OVO, GoPay, ShopePay, and others.

13. Why is the price of myPRIO Plan or Booster in myXL app and *123# different from the price that appears on my bill?

myPRIO Plan and Booster prices displayed on myXL app or *123# do not include VAT, while the prices listed on the bill include VAT.