Who These Terms Apply To

By using EASTEL services, you agree to comply with and be bound by these Terms and Conditions. The term "EASTEL" or "Anchor" refers to Anchor Communications Sdn. Bhd. The term "You" or "Subscriber" refers to any user or person undergoing the registration process. Please read these terms carefully before proceeding.

Mandatory Verification Under the MyDigital ID Framework

All Eastel prepaid service registrations must comply with the Mandatory Standards for the Registration of End-Users of Prepaid Public Cellular Services as set by MCMC. Starting 2026, all Malaysian citizen registrations must be verified through MyDigital ID e-verification, either via Assisted Registration or Self-Registration through Eastel's authorised platform. Verification includes at least two methods: biometric authentication (facial recognition or fingerprint) and digital ID validation.

Accepted Identification Documents

For Malaysians and Permanent Residents, accepted documents include the Original NRIC (MyKad) with biometric authentication, Valid Permanent Residence Card (MyPR), Valid Temporary Identity Card (MyKAS), and MyTentera. For Foreigners, a valid passport is required.

Assisted vs. Self-Registration

Assisted Registration is conducted by Eastel staff or authorised dealers using a biometric MyKad reader or passport reader for foreigners. Self-Registration allows subscribers to register directly through the Eastel App using MyKad scan and MyDigital ID authentication. All records are transmitted in real-time to the Eastel Prepaid End-User System and verified automatically against the National Registration Department or Immigration Department of Malaysia.

Age Restriction

Eastel mobile services are open to individuals aged 12 years and above. However, participation in Eastel's referral, incentive, or passive income programme is strictly limited to individuals aged 18 years and above. Any application that does not meet the applicable age requirement shall be rejected or terminated without notice.

Limitations on SIM Cards

Malaysians and Permanent Residents are limited to five active prepaid SIMs per service provider. Foreigners are limited to two active prepaid SIMs per service provider. Business entities have no limitation, subject to company verification by Eastel.

Prohibition of Pre-Activated SIMs

Eastel strictly prohibits any pre-activated SIM cards. Activation shall only occur upon completion of full registration and successful verification through MyDigital ID and biometric authentication.

Personal Data Protection & Security

All information collected by Eastel is used solely for prepaid registration purposes and handled in accordance with the Personal Data Protection Act 2010 (PDPA). Eastel and its authorised dealers are required to ensure confidentiality, implement secure data transmission, and maintain an encrypted audit trail for every registration transaction.

Notification of Registration Status

Subscribers will be notified within 12 hours of successful registration via SMS or in-app notification. A dedicated customer service channel is available for all registration enquiries.

False or Fraudulent Registration

Eastel reserves the right to suspend or terminate any prepaid service if registration information is found to be false, inaccurate, or unverifiable. Subscribers will be given three working days' notice to rectify the issue before suspension.

MSISDN Lifecycle – Active, Barred, Suspended & Expired Status

A SIM card remains Active for seven days upon activation, and any reload will extend the validity. If no reload is performed before the Active period expires, the MSISDN transitions to Barred status for 90 days, during which the subscriber can only receive calls and SMS. A reload of any denomination immediately reactivates the number. Suspended status may occur voluntarily or involuntarily due to SIM replacement, loss, fraud, or regulatory investigations. In the event of account expiry, a reinstatement request may be submitted within seven days for MNP numbers or 21 days for non-MNP numbers, with a minimum reload of RM100 required.

SIM Activation

All SIM activations must comply with MCMC regulations and require valid identification. Eastel reserves the right to reject activations if fraudulent, incomplete, or suspicious details are detected. Activated SIMs are strictly for personal use and may not be resold, transferred, or misused for unlawful activities.

SIM Replacement

Customers may request a SIM replacement in cases of loss, theft, or damage. A replacement fee of RM10 applies per request unless stated otherwise under promotions. During the replacement process, the account will be placed in Suspended status. The customer's existing mobile number, airtime balance, and mobile plan will be retained subject to successful activation.

Mobile Number Portability (MNP)

Customers may port-in their existing number from another operator to Eastel or port-out from Eastel to another operator, in compliance with MCMC's MNP rules. Port-in requests are subject to eligibility checks including identity verification and settlement of outstanding bills. Port-out requests require all Eastel bills and incentive obligations to be settled in full before approval.

Manual Reload

Customers may perform manual reloads through Eastel's official channels including the Eastel App, website, authorised dealers, or partner merchants. Reload values and validity periods may vary from time to time. Reloads are non-transferable and non-refundable once processed, unless proven to be an error caused by Eastel.

Auto Reload

Customers may subscribe to Eastel's Auto Reload service, which allows monthly incentives to be automatically deducted and credited as reload. Auto Reload is credited on a weekly cycle on the 4th, 11th, 18th, and 25th of each month, subject to the customer's settings. A minimum incentive balance of RM35 must be maintained after deductions to qualify. No refunds will be issued once Auto Reload has been processed.

Payment Methods

Eastel accepts payment via online banking (FPX), credit and debit cards, and selected e-wallets, subject to availability. All payments must be made through Eastel's official channels only. Eastel is not responsible for payments made to unauthorised third parties. All payments are processed in Malaysian Ringgit (RM).

Failed Transactions

In the event of a failed transaction where payment has been deducted but the reload is not received, customers must provide proof of payment such as a bank slip or transaction ID for verification. Refunds or reversals will only be issued once verification is complete, with processing time of up to 14 working days depending on the payment provider. Eastel is not responsible for delays caused by banks, payment gateways, or third-party systems.

Validity & Renewals

Each Eastel plan, bundle, or subscription carries a specific validity period communicated at the point of purchase. Unused data, voice minutes, or SMS will not be carried forward after the validity period unless explicitly stated under a promotional campaign. Expired balances are non-refundable and non-transferable. Some plans may be set to auto-renew upon expiry if sufficient credit balance is available. Customers may opt out of auto-renewal through the Eastel App.

Eastel Voice & SMS Rates

Eastel rates for voice calls are RM0.30 per block and RM0.10 per SMS for usage outside of plan allocations. Customers are advised to monitor their usage within the Eastel Super App to avoid unexpected charges.

Onboarding Bonus

The Onboarding Bonus is available to all active Eastel subscribers who successfully register new subscribers under their referral link through official Eastel channels. Referrers receive a one-time bonus per successful registration, determined by their registration level and the type of number registered. For registrations 1–10, bonuses are RM8 for new numbers and RM13 for MNP numbers. For 11–30 registrations, bonuses are RM9 and RM14 respectively. For 31–50 registrations, bonuses are RM10 and RM15. For 51 or more registrations, bonuses are RM11 and RM17. The newly registered subscriber must activate their Eastel SIM and perform a minimum reload of RM35 within the same calendar month to qualify. The Onboarding Bonus will be credited to the referrer's Eastel Wallet on the 18th of the following month.

Monthly Reload Incentive

The Monthly Reload Incentive is available to active Eastel subscribers registered under the Eastel Referral and Commission Programme. Incentives are calculated monthly based on verified and successful reload transactions performed by subscribers within the referrer's network. Each reload transaction must reach a minimum accumulated amount of RM35 to qualify. Payouts are credited into the subscriber's Eastel Wallet on the 18th of the following month, subject to achieving a minimum monthly commission threshold of RM30. If the minimum threshold is not achieved, the payout is carried forward to the next month.

Personal Reload Requirement

Each rank requires a minimum monthly personal reload to qualify for reload incentives. Elite Member requires RM35, Ambassador Member requires RM60, Senior Ambassador requires RM80, and Territory Partner requires RM120. The personal reload requirement is cumulative within one calendar month. Subscribers who do not meet the personal reload requirement will not qualify for incentive disbursement for that month.

Incentive Payout & Processing Fees

Incentives are disbursed every 18th of the following month to the subscriber's Eastel Wallet. An admin fee of RM1.00 applies per disbursement transaction to the Eastel Wallet. Withdrawal to a bank account carries a processing fee of RM2.00 per transaction. Any incentive earned in a month that is less than RM30 will be carried forward to the next month. Subscribers who breach compliance terms, perform fraudulent registration, or port out prior to disbursement will have their incentives forfeited.

Eastel Wallet & eCOMM Wallet

Eastel provides two digital wallets. The Eastel Wallet (Whitelist Wallet) is the primary wallet used for incentives, campaign prizes, reloads, withdrawals, and payments. The eCOMM Wallet (Closed Wallet) is a dedicated ecosystem wallet funded exclusively through transfers from the Eastel Wallet, with a 1:1.5 exchange boost — for example, RM2,400 transferred equals RM3,600 credited in the eCOMM Wallet. The eCOMM Wallet may be used for eCOMM marketplace purchases and mobile services within the eCOMM Market. eCOMM Wallet balances are non-withdrawable and cannot be converted back into the Eastel Wallet or cash. Both wallets must be used in good faith. Creating fake accounts, circular transfers, or using automation to exploit incentives is strictly prohibited.

Fair Usage of Data, Voice & SMS

Unlimited or high-volume data, voice, or SMS packages are subject to fair usage thresholds as determined by Eastel. If thresholds are exceeded, Eastel reserves the right to reduce browsing speeds, apply usage caps, restrict hotspot or tethering activities, or suspend service in severe cases of abuse. Activities considered misuse include bulk messaging, spamming, auto-dialling, and using consumer plans for commercial or machine-to-machine traffic.

Prohibited Usage

Customers must not use Eastel services for illegal, fraudulent, or unlawful purposes. Reselling or redistributing Eastel services without authorisation, interfering with Eastel's network, or engaging in activities that harm other users or Eastel's reputation are strictly prohibited. Breaches may result in temporary or permanent service suspension, restriction of access to features, forfeiture of incentives and balances, or termination of account without refund.

Suspension of Services

Eastel may temporarily suspend services without prior notice if payments are overdue, fraudulent or abusive activity is detected, the Fair Use Policy is breached, or customer details are found to be incomplete, inaccurate, or unverified. During suspension, customers may temporarily lose access to services, rewards, or incentives until the issues are resolved.

Termination of Services

Eastel may permanently terminate an account or service if the customer persistently breaches Terms and Conditions, fraud or identity theft is confirmed, the account has been inactive for more than 12 months, or non-competition or non-solicitation violations are detected. Upon termination, all commissions, incentives, or pending rewards may be forfeited, and Eastel reserves the right to pursue legal action to recover losses caused by policy breaches.

Non-Solicitation of Customers & Employees

Eastel agents and partners shall not, during their agreement with Eastel and for a period of 12 months thereafter, solicit Eastel customers to terminate their subscriptions or divert them to another service provider. Agents and partners shall also not recruit, solicit, or induce Eastel employees, agents, or service centres to leave or reduce their business relationship with Eastel. All information obtained through the agent or partner relationship with Eastel is strictly confidential and may not be disclosed or used without Eastel's written consent. Breaches may result in suspension or termination of agent status, forfeiture of commissions and rewards, or legal action.

General Disclaimer & Limitation of Liability

Eastel strives to provide reliable services but all services are provided on an "as is" and "as available" basis. Eastel shall not be liable for any indirect, incidental, consequential, or special damages including loss of income, business opportunities, or data arising from the use or inability to use its services. Eastel is not responsible for failures or delays caused by third-party service providers, banks, payment gateways, or events beyond Eastel's reasonable control such as natural disasters, government actions, or system outages.

Amendments & Updates to Eastel Terms

Eastel reserves the right to amend, update, or revise any of its Terms and Conditions, policies, and product offerings at its sole discretion. Updates will be communicated through Eastel's official channels including the website, mobile application, and direct customer notifications. Continued use of Eastel's services after any amendments are published constitutes acceptance of the revised Terms and Conditions. Customers who disagree with any changes may discontinue use of Eastel's services, subject to any outstanding obligations.

If you need clarification on any part of Eastel's Terms and Conditions, our support team is ready to help. Reach out to us via WhatsApp or the Contact Us page and we will assist you promptly.