STC Saudi Telecom Customer Care: A Practical, Expert Guide

How to contact STC customer care (numbers, links, channels)

STC (Saudi Telecom Company) has operated in the Kingdom since 1998 and rebranded to the “stc” identity in 2019. Its customer care network is built around a 24/7 contact center, the mystc app, and nationwide retail stores. You can reach an agent any time for mobile, fiber, landline, and device support, in Arabic or English.

Keep the following official channels at hand. Calling from an stc number gives the fastest IVR routing. If you call from a non‑stc line or from abroad, use the geographic numbers. For business accounts, the dedicated lines below connect you with specialized agents who can handle corporate offerings, SLAs, and bulk services.

• Consumer care (within KSA, from stc line): 900 (24/7)
• Consumer care (from other operators in KSA): 011 455 5555
• Consumer care (from outside KSA): +966 11 455 5555
• Business care (from stc line): 909
• Business care (toll‑free within KSA): 800 116 0000
• Website: https://www.stc.com.sa
• mystc app: available on iOS and Android (search “mystc KSA” in your app store)
• Social support: X (Twitter) handle @STCcare

Service hours, languages, and response times

The 900 and 909 lines operate 24/7 with bilingual support (Arabic/English). Typical answer times during off‑peak hours are under a few minutes; during peak periods (e.g., evenings and billing days), expect slightly longer waits. If you cannot wait on a call, use the mystc app’s support ticket or chat—those channels queue in parallel to voice and can be faster during peak loads.

Most retail stores across major cities (Riyadh, Jeddah, Dammam, etc.) open roughly from 9:00 to 22:00 Saturday–Thursday, with shorter Friday hours that often start mid‑afternoon. Exact store hours vary by location and season; check the store locator on stc.com.sa before visiting, especially around Ramadan and public holidays when hours shift.

Using the mystc app for self‑service

The mystc app is the fastest way to manage your lines, view usage, and request support without waiting on hold. Log in by entering your mobile number and confirming an OTP; if you manage multiple lines under one ID (National ID/Iqama), you can switch between them in a tap. The app supports Arabic and English and mirrors most actions an agent can perform.

Common tasks include paying bills by Mada/Visa/Mastercard/Apple Pay, downloading VAT invoices (15% VAT in KSA), checking remaining data/minutes, enabling/disabling international roaming, changing packages, activating add‑ons, and ordering or activating eSIM. You can also create and track support tickets—each case is assigned a reference number so you can monitor progress without re‑explaining the issue.

For security, certain actions (SIM swap, eSIM activation, ownership transfer) require identity verification matching the line’s registered National ID/Iqama. Keep your Absher‑linked mobile number handy for OTPs, and verify that your line is correctly registered under your ID before attempting sensitive changes.

Billing, payments, and VAT invoices

Postpaid bills are issued monthly and can be paid through the mystc app, online banking, ATMs, or at stores. If you prefer paperless billing, enable e‑bill by registering your email and you’ll receive a VAT‑compliant invoice each cycle. For prepaid (SAWA) lines, top‑up vouchers and digital recharges are widely available; the mystc app shows real‑time balances and expiry dates.

STC’s invoices include full VAT details (rate: 15% in Saudi Arabia) and can be downloaded in PDF for reimbursement or accounting. If charges look unfamiliar, open a billing dispute within the app or by calling 900; be ready with dates, amounts, and any roaming or third‑party service activations you suspect. Most billing disputes receive an initial response within 24–48 hours, with credits applied immediately when errors are confirmed.

To avoid bill shocks, especially when traveling, review and activate a roaming package before departure, disable background data for high‑usage apps, and set spend alerts in mystc. Data usage counters in the app are near‑real‑time for domestic traffic; roaming usage can post with delays depending on foreign operators.

Common requests STC care can handle quickly

Many high‑impact issues can be resolved in minutes if you approach them with the right information. Always keep your National ID/Iqama, the affected mobile or service number, and the device’s SIM/IMEI or fiber account number nearby before you call or chat.

• Lost or stolen phone: Call 900 immediately to bar the SIM, then request a SIM replacement or eSIM. You’ll be asked to verify ownership (ID/Iqama).
• SIM/eSIM swap: Initiate through mystc for fastest turnaround; an OTP or in‑person verification may be required for security.
• Fiber issues: Power‑cycle the ONT/router, confirm LOS/Internet LEDs, then contact 900 with your service/account number; provide ONT serial if requested.
• International roaming: Confirm activation status and preferred networks; agents can provision roaming and advise on suitable roaming packages.
• Number portability: To move a number to or from stc, ensure your ID matches the line, settle outstanding dues, and keep the active SIM inserted to receive porting PINs/OTPs.
• Ownership transfer: Both parties (current and new owner) must consent and verify IDs; you can initiate via mystc and finalize at a store if required.

Complaints and escalation (CST regulator)

If an issue is not resolved by the first agent, ask for a case to be opened and write down the case reference number and the promised resolution time. You can request escalation to a supervisor if timelines lapse or if a technical dispatch is repeatedly missed. Keep evidence such as speed tests, screenshots of errors, and timestamps—these speed up resolution.

When you believe the operator’s final response is unsatisfactory, or if the committed resolution window has passed without action, you can escalate to the national regulator, the Communications, Space & Technology Commission (CST). File a complaint at https://www.cst.gov.sa or call CST at 19966. Provide your STC case number, dates, and supporting documents; CST typically requires the operator to respond within defined timeframes.

For chronic service issues (e.g., repeated outages, persistent billing errors), submit a detailed, single complaint rather than multiple fragmented ones—include all affected numbers/services, previous case IDs, and a clear chronology. This helps CST and STC correlate records and address the root cause rather than treating incidents in isolation.

In‑store support and what to bring

Store visits are best for SIM issuance/replacement, ownership transfers, device trade‑ins, and when physical ID verification is required. Bring your original National ID or Iqama; for corporate lines, also bring a company authorization letter or PoA if you are not the authorized signatory. Many stores offer ticketed queues and appointment booking—use the mystc app to check wait times before you go.

For hardware issues (routers, ONTs, modems), carry the device and power supply so staff can test on site. If you are collecting an online order, bring the order number and the payment card used for purchase. When submitting devices for warranty, ensure you have proof of purchase; STC’s staff can advise on warranty timelines and service center locations.

Pro tips to save time

Register your email and enable e‑bill and app notifications so you never miss a bill or service update. Keep your contact details (alternate number and email) current in mystc—agents use these for ticket updates and technician scheduling. If your concern is complex, summarize it in three points before you call and state the desired outcome (credit, configuration change, technician visit) to guide the agent toward a faster resolution.