Follow-up status of request

If you have a pending concern after visiting a Smart Store or calling the hotline, you will be given a Service Reference Number or SR Number. It's a 9-digit number you can use to track or follow-up your transaction.

To check the status of your service request: 

  • Register and log-in to my.Smart.

  • Once logged-in, link your Smart mobile number or Smart Bro to your my.Smart account.

  • Once linked, click the “Manage” option beside the related account.

  • On the left side, under the Inquiries tab, select Help Ticket.

  • Click Service Request Status.

  • Enter your 9-digit SR Number and click CHECK.


The system will display if the SR is still being processed, for investigation, already processed, etc.