What Enterprise Extension Customers Need to Know About the Smart Postpaid Service Enhancement

If you received a notification from Smart about an upcoming service enhancement to your Enterprise Extension account, this guide will help you understand what to expect and how it may affect your account.

Smart is enhancing your Postpaid experience to make managing your account easier and more convenient, while giving you access to improved support and account management features.

If you did not receive a service enhancement advisory from Smart, this guide may not apply to your account.

Before Your Service Enhancement: What You Need to Know

1. What is happening to my account?

We’re enhancing your Smart Postpaid experience to make managing your account easier and more convenient.

You’ll continue enjoying your mobile service and connectivity while benefiting from improved support and account management features.

2. Why is Smart making this enhancement?

We’re continuously improving our services to provide a better Smart Postpaid experience.

This enhancement helps make it easier for you to manage your account and get the support you need.

3. What are the benefits for me?

You’ll enjoy:

• Easier account management
• Better access to customer support
• More convenient self-service options
• Access to more Smart Postpaid features and services

4. When will the service enhancement take place?

The service enhancement will take place in batches from October 20 to 27, 2026. Your account will be assigned a specific enhancement date within this period.

We’ll continue to send updates so you know what to expect and whether any action is needed from you.

5. What should I do if I need help?

We’re here to help. If you have questions or need assistance before your service enhancement, you may call #888.

You may also continue to watch for official Smart advisories, where we’ll share important reminders and guidance related to your account.

6. Do I need to do anything right now?

No action is needed before the service enhancement. We’ll let you know afterward if you need to update any account or payment details.

7. Will my mobile number change?

No. Your mobile number will stay exactly the same.

8. Will I need a new SIM card?

No. You can continue using your current SIM card.

9. Will my service be affected?

Your calls, texts, mobile data, and network connectivity will remain available, except for a possible brief interruption during your scheduled service enhancement window.

10. Will my monthly fee change?

Your updated plan will be matched as closely as possible to your current service and monthly fee. We’ll share your updated plan details once the enhancement is complete.

During the Service Enhancement: What to Expect

1. Will my service remain active?

Yes. Your service will remain active throughout the enhancement, apart from a possible brief interruption during your scheduled window.

2. Will there be any interruptions?

There may be a brief service interruption during your enhancement window. We’ll send you an SMS in advance with your specific date and time so you can plan accordingly

3. How will I know my updated plan and inclusions?

Once the enhancement is complete, we’ll send you a confirmation message with your new account number. You can then log in to the Smart App using your mobile number to view your updated plan and account details.

After the Service Enhancement: Enjoying Your Enhanced Smart Postpaid Experience

1. What can I look forward to after the enhancement?

You’ll enjoy easier account management, more convenient self-service options, and better access to Smart Postpaid support.

2. How can I manage my account?

You can manage your account through the Smart App and contact Smart Customer Care through our support channels whenever you need assistance.

3. What can I do in the Smart App?

You can conveniently:

• View your bill
• Monitor your usage
• Manage your account
• Explore available services and add-ons

4. How do I access my Postpaid account in the Smart App?

Once you receive confirmation that the enhancement is complete, open or download the Smart App and log in using your mobile number. You can view your updated plan, usage, bill, and account details in the app.

5. Where can I get help if I need assistance?

Choose the support option that’s most convenient for you:

• Smart Hotline (*888 for Smart Postpaid, *800 for Smart Infinity)
• Smart Stores
• Smart App
• Smart Customer Care Channels

Additional Questions You May Have

1. Why did I receive an account update notification?

Your account is being updated, so you’ll receive a new account number for future bills and account-related requests.

Your mobile number and SIM will stay the same. We’ll send you the details you need for your updated account once ready.

2. What happens to an outstanding balance on my old account number?

Any unpaid balance on your old account number will remain due. Please use your old account number when paying this balance. Your new Smart Postpaid account will have a separate account number and billing record. If you’re unsure which account number to use, call *888 for Smart Postpaid or *800 for Smart Infinity customer care hotline, and we’ll help you identify the correct account.

3. What should I do if I am currently enrolled to Auto-Debit or automatic bill payment?

Your current Auto-Debit arrangement will not transfer automatically to your new account. Once you receive your new account number, please re-enroll your Auto-Debit arrangement with your bank.

4. What can I expect from my updated Smart Postpaid plan?

Your previous plan will be matched to the closest available Smart Postpaid plan based on your current service. Your updated plan may have a new name and refreshed inclusions.

You’ll be able to view your updated plan details via the Smart App, so you can easily view your plan inclusions. If you have any questions, please call *888 for Smart Postpaid or *800 for Smart Infinity and we’ll be happy to help.

5. Which account number should I use when making a payment?

Use your old account number to pay any remaining balance from your Enterprise Extension account. Use your new account number for bills issued under your updated Smart Postpaid account. Before making a payment, check the account number shown on your bill or payment advisory.

6. What should I do when I receive my new account number?

Please save your new account number. You’ll need it for future bills, payments, and account requests.

If you use Auto-Debit or another automatic payment service, update it using your new account number.

7. Why is Smart asking me to update my account information?

We may need to check or update some account details to keep your records complete and secure.

8. I still have questions. Where can I get support?

We’re here to support you before, during, and after your service enhancement.

You may reach us through:

• *888 for Smart Postpaid / *800 for Smart Infinity
• Smart Stores nationwide
• Smart App
• Digital and Social Care channels

If you’re an Infinity member, you may also contact your Infinity Relationship Manager.

What Stays the Same

Throughout your Smart Postpaid service enhancement, the things that matter most stay the same:

• Your mobile number
• Your SIM card
• Your mobile service and connectivity
• Your network experience

At the same time, you’ll enjoy a more convenient Smart Postpaid experience with better support, easier account management, and more ways to stay connected and in control.

We’re committed to making this service enhancement as smooth as possible and keeping you informed every step of the way. We look forward to welcoming you to an enhanced Smart Postpaid/Smart Infinity experience designed to make staying connected simpler, more convenient, and more rewarding.