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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 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.(WhatsApp/ 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?
