FREQUENTLY ASKED QUESTIONS

POSTPAID PLAN REQUIREMENTS

Proof of Identification (Any of the following may be submitted. ID must contain photo of the ID holder)

- Company ID
- Driver's License
- Passport (bearing holder’s signature)
- SSS/TIN/GSIS ID
- PRC/IBP ID

Proof of Billing Address (Any of the following may be submitted and it should be under the applicant’s name)

- Any Acceptable ID with Address
- Public Utility Bills (electric, water, cable TV)
- Notarized Contract of Lease
- Air Waybill

Proof of Income (Any of the following may be submitted and it should be the latest copy)

- Computerized 1-month Payslip
- Certificate of Employment and Compensation
- ITR with BIR or Bank-received Stamp (Form 1700)
- W-2 (Form 2316)
- Credit Card (swipe to charge advance monthly service fee)
- 3-month Certificate of Allotment plus Employment Contract (for overseas workers)
- Business Permit if Self-Employed

Additional Requirements for Foreigners (Any of the following may be submitted. It should be the latest copy and must not be expired)

- I-Card
- DOLE Employment Permit
- Immigration Certificate of Registration
- Special Retiree's Residence VISA (SRRV)
- Company Guarantee (if staying for less than the contract period)
- Employment Contract or Certificate of Employment

Please note that other requirements may be requested when needed.

Acceptable file formats are JPEG, JPG, PNG, DOC, DOCX and PDF.

 

BROADBAND REQUIREMENTS

What documents are required to apply for a Globe At Home broadband plan?

You only need one (1) valid ID with photo.

 

Proof of Identification (Any of the following may be submitted. ID must contain photo of the ID holder)

- Company ID - Driver's License
- Passport (bearing holder’s signature)
- SSS/TIN/GSIS ID
- PRC/IBP ID

Please note that other requirements may be requested when needed.

Acceptable file formats are JPEG, JPG, PNG, DOC, DOCX and PDF.

 

Can I schedule a date and time for the broadband installation?

Yes. A Globe representative will contact you within 24 hours after your application and you can schedule your preferred date and time but still subject for availability.

 

Can I change my installation appointment?

Yes, you can change your installation appointment one day before the original appointment date, but this will be subject for slot availability. You may call (02) 7301000 to change your preferred schedule. Just provide your name and the online reference number provided to you via email or text.

 

Will someone contact me on the day of installation?

Yes. The Globe installation team will call you on the day of installation to confirm your schedule.

 

What are the requirements during installation?

Upon installation, you will need to have a mobile phone or any gadget that can connect to the WiFi to test the connection.

 

PAYMENT

1. How do I pay for my purchases from the Globe online shop?

We accept payments through cash on delivery, GCash, or straight payment on all major credit cards (Master Card, Visa, and American Express).

 

2. How secure is the online shop? Is my personal data protected?

Online credit card payments are secured by our partner iPay88 and is Payment Card Industry Data Security Standard (PCIDSS) compliant. This means that our partners have undergone and passed assessment for data security. Credit card information will NOT be stored or kept by Globe.

 

3. How will I know if my payment went through?

•  For credit card payment, an email confirmation will be sent to your registered email address

•  For payment using GCash, a confirmation will be sent via text

 

DELIVERY

4. How much is the delivery charge for online shop orders?

For postpaid applications

Globe offers free shipping nationwide for postpaid applications.

For accessories and apparel purchases

Globe offers free shipping nationwide for orders/deliveries amounting to Php900 and above.

A Php70 shipping fee will be applied for orders below Php900.

 

5. Can I cancel my order?

Yes, cancellations can be accommodated as long as orders have not been shipped out.

 

6. How do I track my order?

You can find the status of your order by clicking on Track order on the top right of Globe Shop page, enter your order number and email address, then click "View status".

You may also call (02) 730 1000. Just provide your name, the mobile number indicated on the application form and the online reference number provided to you via email or text.

 

7. How many days will it take for my purchases to be delivered?

If you applied for a postpaid line, we shall arrange for delivery as soon as your application is approved. If you ordered for accessories or apparel, we shall arrange for delivery as soon as your online purchase is confirmed. The delivery time will depend on your location:

GMA – One (1) to three (3) days

LUZON – Three (3) to five (5) days

VISMIN – Five (5) to seven (7) days

ODA (Out of Delivery Area) – Up to 10 days

 

8. Can I request for a specific date and time of delivery?

Our courier service providers are unable to provide scheduling of deliveries at the moment. Therefore, we cannot guarantee delivery of your order for a specific time or date. Rest assured that we are working closely with our service partners to accommodate delivery requests.

 

9. Do you deliver overseas?

Currently, we are only able to deliver within the Philippines.

 

10. Can Globe deliver the package to my office?

Yes. We will deliver your order at the address you provided during checkout, whether it is to your home or to your office. In case you want to change your delivery address after checkout, you may call (02) 730 1000. We shall send you an email confirmation once the change is done.

Delivery addresses can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our couriers.

 

11. Do you deliver during weekends and holidays?

Yes, but deliveries on holidays are done only for addresses within NCR. There are no holiday deliveries for orders outside NCR. We shall notify you if your order will be delivered outside of business days.

 

12. I need my order now. Can Globe speed up delivery?

We currently do not have an express delivery option, but we always ensure that your orders are delivered on or before the promised delivery timeframe.

 

13. How do I know when my orders will arrive?

We shall send an SMS notification once your order is shipped out. Our courier will communicate with you through call or SMS upon arrival at your address.

 

14. What do I need to present to the courier?

For postpaid applications

• Photocopy of your Valid ID (must contain photo of the ID holder)

• Advance payment amounting to the first Monthly Service Fee (MSF) of the plan

For accessories and apparel purchases

• For Cash on Delivery – payment for purchase

• For Credit Card or GCash payment – present a Valid ID

 

15. Can I get someone else to receive my purchases?

For postpaid applications

The account holder must be present to receive the delivery himself/herself.

For accessories and apparel purchases

Yes. For cash on delivery, the authorized person must present the payment for the purchase. For credit card or GCash payment, the authorized person must present an authorization letter, your valid ID and his/her valid ID.

 

16. Do I receive an acknowledgement receipt for my order?

Yes, our courier will provide an acknowledgement receipt upon delivery. The official receipt will be emailed to you after seven (7) working days.

 

17. Why do I receive my orders in separate deliveries?

We work with a variety of trusted merchants to ensure the quality of our products. Therefore, your ordered products may come from different places, resulting in separate deliveries.

 

18. I still do not have my order despite the stated delivery time. What should I do?

You can check the status of your order by clicking on Track order on the top right of Globe Shop page, enter your order number and email address, then click "View status".

You may also check the delivery status by calling (02) 730 1000. Just provide your name, the mobile number indicated on the application form and the online reference number provided to you via email.

 

IN-STORE PICK-UP

19. How will I know if my order is ready for pick-up?

A Globe store representative will contact you. This will include an SMS notification with a reference code that you can present during your store visit.

 

20. What else do I need to bring to the store?

Please bring at least one (1) of the following proof of identification (must contain photo of the ID holder):

• Company ID
• Driver's License
• Passport (bearing signature)
• SSS/TIN/GSIS ID
• PRC/IBP ID

 

21. What if I was not able to go to my selected Globe store on the scheduled pick-up date?

We can reserve your order for three (3) days. After which, the item/s may be given to walk in customers.

 

RETURNS AND EXCHANGE

22. What’s your return, refund, and replacement policy?

- Only defective products returned within seven (7) calendar days after delivery are eligible for replacement

- You must present a copy of the product’s sales invoice or official receipt at the Globe store

- Items that are returned for refund must be in the same condition as they were upon purchase. The original packaging materials, tags, labels, manuals, and accessories should be intact

- Replacement will depend on stock availability

- Outright replacement of apparel can only be accommodated in the following Globe Stores depending on stock availability: SM North Edsa, SM MOA, Greenbelt Makati and SM Iloilo

Return and replacement can also be accommodated to all Globe Stores except that the Store needs to order the replacement and customer will be informed on the availability of the replaced item.

You can return your item due to any of the following reasons:

Reasons for return Your return must be :
New condition Sealed condition Complete accessories, original packaging Tags & labels attached
Damaged    
Defective    
Missing parts / items    
Apparel (not fit)
 

Items must be in their original condition when purchased.

- Once all requirements are fulfilled, you may exchange the product with the same item. You may also exchange it with a different item if the value of the defective product is lower than the new item. If the value is higher, you may settle the additional amount directly with the store

 

23. What if my preferred item is not available at the Globe Store?

- If the item you prefer is not available in the store, we can offer you an alternative item of the same or higher value. It can be different in style, design, or product. We can also order your preferred product and request for you to come back to our store once it is available

- You may choose to have a full refund or credit card reversal

We order some of our items from our trusted vendors. Their return, refund, and replacement policy may be different from ours. We will advise you if this will be the case for your order.

 

24. Can I try the product before I buy it?

No, we do not currently have a try and buy program. But, we have a seven (7)-day replacement policy for any factory defect.

 

GIFT WRAPPING SERVICES

Globe now offers gift wrapping services for accessories and apparel bought from our online shop for a fee of Php50 per item.

Gift wrapping services are not available for store pick-up options.

 

THEPLAN SIM-ONLY GIFT CERTIFICATES

What is ThePLAN SIM-Only 599 online promo?

Customers who apply for ThePLAN SIM-only offer 599 – whether as a new customer, additional line/account from June 1 to 30, 2017 will get P600 worth of school supplies gift certificate.

 

What is ThePLAN SIM-Only 799 and up online promo?

Customers who apply for ThePLAN SIM-only offer 799 and up – whether as a new customer, additional line/account from June 1 to 30, 2017 will get P800 worth of school supplies gift certificate.

 

I availed ThePLAN SIM-Only in store, am I entitled to get the GCs?

No, only online applications will be given Gift Certificates.

 

How do I get the Gift Certificates?

The Gift Certificates will be delivered to your preferred delivery address or store once application is approved.

 

Where can I use the Gift Certificates?

You can use the Gift Certificates in any National Bookstore branches nationwide.

 

I don’t want the GCs, can I credit the amount to my Postpaid plan as consumables?

No, the GCs are not convertible to cash or Plan consumable.

 

Until when is the promo valid?

Promo period is until June 30, 2017. Per DTI FTEB Permit No. 6548 Series of 2017.

 

SPOTIFY PREMIUM

1. What is Spotify?

Spotify is the world's most loved music streaming app. It allows you to stream music from over 30 million songs, create and share playlists, etc. There are two (2) versions of Spotify:

- Spotify Basic or the free version of Spotify
- Spotify Premium

Here are the differences between the two versions:

  Basic Premium
Take your tunes offline  
Play your songs instantly on mobile  
Enjoy ad-free listening  
Shuffle play any playlist or artist’s catalog
Create your own playlist
Listen to amazing sound quality  
Play on your home speakers

 

2. What is "Offline Mode" in Spotify Premium?

Offline Mode is the amazing feature of Spotify Premium that allows you to "download" music on the app so you can listen to it even without data or Wi-Fi! It will not eat up your phone's memory too much unlike downloading actual MP3s that use up a lot of memory. You can have up to 3,333 songs available for offline listening.

 

3. I want to register to Spotify Premium. How do I do it?

Registration process for postpaid subscribers:

Step 1: Visit Globe Online Shop Spotify page and select the product variant that suits you. Click on the “Get Premium” or “Subscribe Now” buttons.
Step 2: Complete the registration form.
Step 3: Click on the activation link that will be sent via SMS.
Step 4: Once you’re in the link, enter your mobile number.
Step 5: Enter verification code.

 

4. I am a Prepaid subscriber, and I got a message saying my Spotify Premium subscription will be terminated. Why is this so?

No need to worry about it. You will still have your Spotify account, but moving forward, we are changing the availment channel for Prepaid subscribers.

 

NETFLIX

1. What are the different versions of Netflix?

Basic Standard Premium
*Free 30-day access to Netflix *Free 30-day access to Netflix *Free 30-day access to Netflix
Netflix app for 1 screen Netflix app for 2 screens Netflix app for 4 screens
Standard Definition High Definition Ultra High Definition
Price: P370 Price: P460 Price: P550
Send SMS NETFLIX370 to 8080 Send SMS NETFLIX460 to 8080 Send SMS NETFLIX550 to 8080

 

2. How can I get Netflix?

Step 1: Visit Globe Online Shop Netflix page and select the product variant that suits you. Click on the “Get Premium” or “Subscribe Now” button.
Step 2: In the Netflix Globe page, enter your mobile number.
Enter the 6-digit one-time pin that will be sent via SMS.
Step 3: Click "I Accept" to start registration.
Step 4: Choose your Netflix subscription (Basic, Standard, Premium).
Step 5: Create and complete your Netflix account.
Step 6: Enjoy watching!

 

3. How do I get charged for my subscription?

Content subscriptions are charged to your monthly postpaid bill. They are considered add-ons and will be billed on top of your monthly service fee.

 

4. Does my subscription auto renew?

The 30-day trial is available only for new Netflix accounts. Once the 30-day trial period ends, you'll be charged a monthly fee for your Netflix subscription, according to the Netflix variant you selected.

Six (6) months of Netflix Standard Plan worth P2,760 is included in every subscription of Plan 999 and above. Offer is extended until December 31, 2017. Redeem now.

 

HOOQ

1. What is HOOQ?

HOOQ is an online entertainment service offering more than 10,000 local and foreign movies and TV series that can be watched on PCs, tablets, and smartphones connected over the internet. HOOQ access is available by subscribing via your Globe, TM, or Tattoo number.

 

2. Who can avail of HOOQ?

HOOQ is available to Globe Postpaid, Globe Prepaid, TM, Tattoo Postpaid, Tattoo Prepaid, and Globe Broadband customers.

 

3. How do I register and get HOOQ'd?

Registration process for postpaid subscribers:

Step 1: Visit Globe Online Shop HOOQ page and select the product variant that suits you. Click on the “Get Premium” or “Subscribe Now” button.
Step 2: Complete the registration form.
Step 3: Click on the activation link that will be sent via SMS.
Step 4: Sign up or log in to HOOQ and enter your mobile number.
Step 5: Enter the 6-digit verification code that will be sent via SMS.
Step 6: Enter your email address.
Step 7: Enjoy watching!

 

4. How do I get charged for my subscription?

Content subscriptions are charged to your monthly postpaid bill. They are considered add ons and will be billed on top of your monthly service fee.

 

5. Does my HOOQ subscription auto-renew?

HOOQ will only auto-renew if you're a postpaid customer. If you don't want your HOOQ to auto-renew, simply unsubscribe before your promo expires.

 

6. Can I check the status of my HOOQ subscription?

Yes. You can simply text HOOQ STATUS to 8080 for free to check the validity of your HOOQ subscription.

 

7. How do I watch videos on HOOQ?

You can watch movies either by streaming or downloading. Take note that you can only stream and download videos simultaneously if you do it on 2 different devices. If you try to stream and download on the same device, the download will be paused and will only resume once streaming activity has ended.

 

8. What devices can I use to access HOOQ?

HOOQ is currently available on the following devices:

- iPad 2 and above, iPad mini, iPhone 4 and above with iOS 7.x (best used with iOS 7.x)
- Android mobile and tablet (best used with Android OS 4.1.x – Jellybean and above)

The following internet browsers on PCs and Macs (requires Microsoft Silverlight plug-in):
✔ Internet Explorer versions 8, 9, 10 and above (64-bits IE 8 and 9 are not supported)
✔ Chrome version 23 and above
✔ Firefox versions 20 and above
✔ Safari versions 5 and above

 

9. How many devices can I use HOOQ on?

You can log in up to 5 devices on your HOOQ account. If you want to reset your devices, you can email [email protected]

 

10. Can I resume watching a video that I didn't finish?

Yes, you can resume watching the video as long as you still have an active HOOQ subscription. You can access your last viewed videos in "My Library". As long as you use the same device, you can start off from where you paused your video.

 

11. How many videos can I download per account?

You can have up to 5 downloaded videos on any of device at any given time. These downloaded videos can't be transferred to other devices and can only be played or deleted using HOOQ.

Downloading videos is only available for smartphones and tablets. If you want to download more videos, simply delete one of the videos you already have.

 

12. Can I watch videos on HOOQ when I'm outside the Philippines?

Sorry, but you won't be able to stream or download new videos when outside the Philippines. However, you can watch movies you previously downloaded in the Philippines. So make sure to stock up on movies before the big out-of-the country trip!

 

13. Can I register to multiple HOOQ variants at the same time?

Sorry, but you can't register to multiple HOOQ promos at the same time.

 

14. How many movies/shows can I watch with my HOOQ allocation?

This will depend on the resolution of your video, but you can watch at least two (2) 90-minute movies with 1GB allocation. The resolution of your video is set to automatic, and adjusts depending on your device and internet speed.

 

15. Will my usage of HOOQ count under the Fair Use Policy?

This will count only if you're on a surf promo that's covered by our Fair Use Policy. If you want the best value for your browsing without worrying about possible reduced internet speed, you can register to GoSURF.

 

NBA

1. What is the NBA LEAGUE PASS?

With the NBA LEAGUE PASS, Globe Postpaid, Globe Prepaid, TM, and Tattoo On-the-Go customers get live and on-demand HD access to all games played during the NBA regular season, playoffs, Finals, All Star Weekend, and most of the pre-season!

And aside from that, all games previously played during the current and prior NBA season will also be at your fingertips through our game archive!

 

2. What are the different variants of NBA LEAGUE PASS?

CONTENT SKU PRICE DETAILS/ VALIDITY
NBA
NBA50 P50 1 day
NBA299 P299 7 days (Select 7 days in a month)
NBA499 P499 30 days

 

3. How do I register to get a pass?

Registration process for postpaid subscribers:

Step 1: Visit Globe Online Shop NBA page and select the product variant that suits you. Click on the “Subscribe Now” button.
Step 2: Complete the registration form.
Step 3: Receive confirmation via SMS.
Step 4: Sign up or log in to NBA App and enter your mobile number.
Step 5: Enter the 6-digit verification code that will be sent via SMS.
Step 6: Enjoy watching!

 

4. How do I get charged for my subscription?

Content subscriptions are charged to your monthly postpaid bill. They are considered add-ons and will be billed on top of your monthly service fee.

 

5. I subscribed to NBA, how do I get my promo code?

You will receive an SMS with your activation code within 48 hours.

 

6. I received my promo code, can I still cancel my order?

No. Once your subscription has been confirmed and verified, you will no longer be able to cancel your order.

 

7. How will I know if I'm already registered to the service?

You will receive an SMS confirming your registration to NBA 50/299/499.

 

8. Does this promo auto-renew?

NBA 50 does not auto-renew for Globe Postpaid, Prepaid and TM customers, which means there's no need to stop/opt-out.

NBA 299 and 499, auto-renew for Globe Postpaid customers. To unsubscribe from the service, you must text NBA STOP to 8080 for free. Remember that this variant does not auto renew for Globe Prepaid and TM customers .

Also, remember that the auto-renew feature for Globe Postpaid customers only works on the first purchase. For succeeding purchases, it will no longer auto-renew.

 

9. Can I check the status of my subscription?

Yes. Simply text NBA STATUS to 8080 for free to check the validity of your NBA 50/299/499 subscription.

 

10. I don't have a NBA Game Time account yet. How do I create one?

Creating an account is so easy! Simply go to the NBA Game Time site and then click the "Create Account" button. Fill out the required fields then click "Create Account" at the bottom. You can also create an account using your Facebook details.

 

11. I have my NBA Game Time account, but I forgot my username. Is there a way to retrieve it?

You can contact the NBA Game Time support via e-mail:
Desktop: [email protected] Mobile: [email protected]

 

12. What if I lost or deleted my NBA LEAGUE PASS promotion code? Can I retrieve it?

Yes, you can! However, you can only retrieve the promotion code/s of your most recent purchase.

 

13. What devices can I use to watch the NBA games?

- Mobile phones: You can use your mobile browser, or the NBA Game Time app available for iOS and Android
- Tablets: You can use your tab's browser, or the NBA Game Time app for iOS and Android
- Desktops: You can use your internet browser for Windows or Mac.
- Apple TV

 

14. How long is the validity of the NBA LEAGUE PASS Promo codes?

The promotion code is good for 24 hours of access to NBA LEAGUE PASS starting the time it was entered into the NBA site.

For example, if you enter your pass into the site at 1:00 AM on a Thursday, your pass will expire on Friday, 1:00 AM.

Take note that unused promotion codes will be valid for 30 days upon purchase.

 

15. Do I need a maintaining balance to use this service?

No. But, if you're using your mobile data to watch or stream the NBA games, standard browsing rates will apply.

 

16. Can I use this service with other network providers?

You can use any internet connection to watch or stream the NBA games, but you must be a Globe customer to avail of the NBA LEAGUE PASS subscription.

 

17. Can I use this with Globe browsing promos?

Absolutely! To get more value with your NBA LEAGUE PASS subscription, we encourage you to register to GoSURF.

Regular browsing rate will apply unless you're registered to a surfing promo.

 

18. What are the minimum internet service requirements?

An internet connection with the speed of 800 kbps or higher is recommended for NBA Game Time to enjoy viewing it on an ideal quality. If you have an internet connection speed of 3Mbps or higher, you will be able to enjoy the NBA games at its highest video quality.

 

19. What video quality are the games viewable in?

NBA Game Time will provide the optimal video quality depending on the current download bandwidth of your Internet connection, up to a maximum of 3Mbps. The video player uses adaptive bandwidth technology to periodically check your internet connection and deliver you the optimal video quality experience for that connection. If the available bandwidth changes as you watch a game, the picture quality will change, too.

 

20. Will the viewing quality decrease if I use other applications?

Applications which consume significant bandwidth, such as file sharing applications (e.g. emule, torrent apps), may compete with video streamed on NBA Game Time and thus reduce video quality. It is recommended to close these applications while watching videos on NBA Game Time or limit their bandwidth usage. Downloading large files or using real-time applications, such as VoIP, may reduce video quality as well.

 

21. What are minimum system requirements for common laptops and desktop computers?

You can refer to the list below:

Minimum Windows Requirements:

- Pentium 4 2.4GHz or higher or equivalent AMD processor with a minimum of 1GB of memory
- One of the following operating systems: Windows 7, Windows XP SP2 or greater and Windows Vista
- 32-bit Microsoft Internet Explorer 7 or later
- 64-bit Microsoft Internet Explorer 8
- Firefox 3.6 or later
- Adobe Flash Player 11.0 or later
- Chrome 12 or later
- Video adapter and monitor with 1280x800 resolution or higher, hardware acceleration-capable graphics card

Minimum Mac Requirements:

- Intel Core Duo 1.5GHz with a minimum of 1GB memory
- Mac OS X 10.5.6 or later
- Firefox -Adobe Flash Player 11.0 or later
- Chrome 12 or later
- Video adapter and monitor with 1280x800 resolution or higher, hardware acceleration-capable graphics card

 

22. How do I sign in using the NBA Game Time app?

Simply tap the NBA Game Time app, and go to "More" then "Log-in". If you haven't installed the app yet, you can get it from the App Store (for iOS users) or Google Play Store (for Android users).

 

23. How can I unsubscribe from this service?

You can text NBA STOP to 8080 for free. Remember that this will not forfeit your NBA LEAGUE PASS. This will only stop the automatic renewal for Postpaid users who are subscribed to NBA 299