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• Is there a contract term?

There are no contracts for our SIM only plans, cancel at anytime and your plan will cease when your current period ends.

 
• Can I transfer my number?

Yes, transferring your number is easy. Simply provide your account details from your current service provider when you activate your SIM. Note: Porting your number will take approximately 1-4 hours.

 
• How long does it take to receive my new E.Tel SIM?

Your sim card will be sent via Australia Post on the day or the next working day of your order. It takes approximately 2-7 working days depending on your area. Express Post is available for a small fee.

 
• What happens when I run out of data?

Please check your plan's page and Critical Information Summary to find out the rates and charges of your plan. You can also log into your account to find the Critical Information Summary. If you need further assistance, please contact us by emailing [email protected].

 
• Can I make international calls?

Yes, all our plans can make international calls, our current 28/30-day plans and monthly plans feature included value to call the selected countries below:

 

Algeria, American Samoa, Argentina, Bangladesh, Belgium, Bermuda, Bhutan, Brazil, Brunei, Bulgaria, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greece, Guadeloupe, Guam, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kazakhstan, Korea South, Kuwait, Laos, Lebanon, Macau, Malaysia, Malta, Mariana Is, Martinique, Mexico, Morocco, Myanmar, Nepal, New Zealand, Norway, Pakistan, Paraguay, Peru, Pitcairn Is, Poland, Portugal, Puerto Rico, Romania, Saudi Arabia, Singapore, Slovakia, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UK, Uruguay, Us Virgin Is, USA, Venezuela, Vietnam

*$0.25 flagfall applies to each call.

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If you have trouble dialling internationally, please contact us to activate your IDD service.

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Please check your plan's Critical Information Summary to find out your plan's included value for international calls.

 
• What's the billing cycle and charge?

Monthly Plan Users
Our monthly plan Billing Cycle is from the first day to the last day of each month. The Monthly Plan fee is charged in advance. Your first monthly fee and all your service inclusions are adjusted on a pro-rated basis (proportionally) depending on the remaining days of your service start month.

(e.g. If you join on the 26th of August, your first month's charge, data allowance and allowance for included services is multiplied by 6/31 (6 = remaining days in August, 31 = total days in August).

30-day or 28-day Plans
You will be charged for a new service period every 30 days/28 days or when you run out of Call or Data allowance, whichever comes first. 

 
• Protecting Against Unauthorised Transfers

To protect our users from unauthorised ports, an additional identity verification process is used to verify the rights-of-use holder has authorised the request. We will confirm that you are the rights-of-use holder by one of the 2 methods:

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We will call the number to confirm the requesting person has direct and immediate access to the mobile device used in association with the mobile number and ask for direct authorisation, and verify the user's information matches the transfer requester's details.

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We will send a unique verification code directly to service number to be transferred via SMS, you will need to provide us this exact code to authorise the transfer.

 
• What should I do if I suspect my number has been transfered without my consent or if I suspect my account is affected by fraud?

If you suspect your number has been transferred illegally and without your consent, or if you suspect your account is affected by fraudulent activity, you should immediately:

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  • Contact us so we can reverse the transfer for you as soon as possible.

  • Contact your bank, any financial services and any other high-risk services you use (e.g. email account) which might verify you via your mobile number.

  • Report the activity to the Australian Federal Police or the relevant State or Territory Police.

  • Report any suspicious activity to Scamwatch and the Australia Cybercrime Online Reporting Network (https://www.idcare.org/).

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• Protecting Against Unauthorised High-Risk Interactions

To protect you from unauthorised high-risk interactions, additional identity authentication processes will be used to authenticate your identity, before we undertake the high-risk transaction.

A high-risk transaction means a transaction that can result in the following:

  • Losing access to your service.

  • Changing your account information or security information.

  • Adding or removing a person as an Authorised Representative

  • Disclosing of your personal, business or account security information

  • Addition of ongoing, or a large one-off charge being applied to your account.

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