CelcomDigi: Troubleshooting & Enquiries

1. I subscribed to a sooka Add‑On but did not receive the activation SMS. What should I do?

• Check the Notification Inbox in your CelcomDigi App — the activation link is also stored there.
• You may also attempt to log in directly to the sooka app using the email used during activation, as the SMS is not always required.
• Ensure your mobile line is active with proper network coverage.
• If the SMS still does not appear, contact CelcomDigi Customer Support.

2. I cannot find the activation link in the CelcomDigi App.

• Go to My Subscriptions → select your sooka subscription card → the activation link will appear in the product details.
• Ensure your CelcomDigi App is updated to the latest version.
• If the activation link is not visible, contact CelcomDigi Customer Support.

3. I did not receive the OTP to create or log in to my sooka account.

• OTP will only be sent to the same CelcomDigi mobile number used during subscription.
• Ensure your line is active and connected to the network.
• Retry after ensuring a stable mobile data connection.
• If the issue persists, contact CelcomDigi Customer Support (not sooka).

4. I clicked the activation link, but activation failed. What should I do?

• Ensure you do not have an existing active paid sooka subscription (card/FPX/Apple/Google).
• If you do, cancel it and wait until the subscription has fully ended (not just cancelled).
• If activation still fails, CelcomDigi Support may need to check your subscription status.

5. I am already a sooka user. Can I activate the CelcomDigi bundle on my existing account?

• Yes — as long as your sooka account does not have an active paid subscription tied to it.
• If you have an active paid plan, cancel it and wait for its validity to end before using the activation link.

6. I am being charged by both sooka and CelcomDigi. Why?

• You still have an active direct sooka subscription (card/FPX/Apple/Google billing).
• Cancel the direct subscription to stop the duplicate charge.
• Charges from CelcomDigi will continue as long as the Add‑On remains active.

7. I cannot log in to the sooka app.

• Use the email used during sooka activation, not the mobile number.
• Update or reinstall the sooka app.
• If login still fails, contact sooka Customer Service.

8. The sooka app is not working, keeps loading, or won’t open.

• Check or switch your internet connection (Wi‑Fi ↔ mobile data).
• Restart your device.
• Update the sooka app to the latest version.
• If the issue continues, contact sooka Customer Service.(Submit Request)

9. My sooka access is not available even though I subscribed.

• Ensure you have completed activation via the unique activation link.
• Check CelcomDigi App → My Subscriptions to confirm your bundle is active.
• If access still fails, contact sooka Customer Service to verify your account status.

10. Why does my sooka Add‑On show “active” even after I cancelled it?

• The Add‑On remains active until the end of the current 30‑day cycle.
• No pro‑ration applies; full charges still apply for the current cycle.

11. I changed my mobile plan. What happens to my sooka Add‑On?

• When you upgrade or downgrade your CelcomDigi Postpaid plan, the sooka Add‑On continues without interruption.

12. My mobile line is barred or suspended. Will my sooka still work?

• No — your sooka Add‑On cannot be accessed while your mobile line is barred or suspended.
• Access resumes once your line becomes active again.

13. Can I transfer my sooka Add‑On to another mobile number?

• No — Add‑Ons are tied to the specific mobile number used during subscription and cannot be transferred.

14. I still need help with my sooka Add‑On subscription. Who can I contact?

• For subscription, billing, activation issues:
  → Contact CelcomDigi Customer Support.
• For login issues, app issues, playback errors, account resets:
  → Contact sooka Customer Service. (Submit Request)