Please note: A loss of service on the day of port is normal. This happens when your old provider is sending the number to us and generally lasts around 2 hours. Usually, turning your phone off and on again will help fix this as your phone will re-set to the new network settings. If your phone doesn't reset and you need to configure the settings manually, please use the information below.
Note: Only add these settings to your phone or device if the network settings aren't auto-detected. We will attempt to verify your identity electronically against a government database using your Australian Driver's Licence, Medicare Card or Passport. If your order is suspended when activating, we have been unable to verify your identity by this means as the details you provided do not match with the Government database for the ID you used.
Our secondary method to identify you is to confirm that you hold an account with a financial institution. Nothing will be charged to your account and the authorisation will drop off in around 5 days. Pre-paid cards cannot be used for identification, in line with Government requirements. Our Identity Verification Policy on our legals page has more information on this.
If you get stuck, you can call our customer care team on When you activate your ALDImobile SIM card, if you are requesting a new number and not transferring an existing number then it is usually activated in around 1 hour. It can sometimes take longer, and you may need to wait up to 4 hours. There are some occasions where a SIM card activation can be delayed for much longer periods of time. This is a very rare occurrence and we apologise if you are one of the few people affected by a delay.
Unfortunately the delay is due to an issue with the carrier and is outside of our control. Please be assured that we do monitor all orders on a daily basis and we work with our carrier daily to have your SIM card activated as soon as possible, however these delays can sometimes last days. We appreciate your patience whilst we work to have your SIM card activated and apologise for any inconvenience. If you have already activated your SIM card and you requested to receive a new number, we are not able to port your number onto that SIM card, you'll need to purchase a new one.
Yes, we verify the details of every single SIM card activation, which means you need to go through the process for every single SIM card you activate. You might incur charges with your existing provider so you should check to see if there are any termination charges before you request to port your number. If ALDImobile has been unable to verify your identity electronically and you do not wish to provide your payment card details, we will not be able to activate your service.
You can refer to our Identity Verification Policy on our legals page. If you submit a request to port your number outside of the hours list above, we will attempt to process the porting of your number to ALDImobile, however, we cannot guarantee that it will be processed by your carrier until the next business day. Note: mobile porting may be affected by public holidays where there is either no porting or reduced porting hours There are no charges for porting to ALDImobile.
Unauthorised transfers of mobile numbers between Telcos are rising and may lead to fraud and identity theft. This involves sending a code to the number you're transferring which must be confirmed by you before the transfer can proceed.
This is the safest, quickest and easiest way to transfer your number and why you should only activate when you have your phone. We can't send the code to another phone number or an email address as we need to verify that you, as the owner of that service, are the only person authorising the transfer. By law, we're required to confirm your identity when activating a mobile service. We'll verify the ID details you provide against the database of the issuing Government body.
If the details don't match exactly, the verification will fail and we'll need to identify you in another way. The alternative method of verifying your identity is by confirming that you hold an account with a financial institution. If you want to find out more information about the legislation you can visit this website or contact the ACMA. In accordance with ACMA Legislation, we can only accept instructions to transfer or port a number from the person currently maintaining the service.
This means that any service to be transferred into a Family Plan , must be in the same name of the Owner. If you wish to transfer a service in another name into a Family Plan, the current owner will need to transfer this service to us and you can then invite them into the plan. If you have any stored messages on your SIM or any voicemails saved, these will not be transferred.
Make a note of them or save them using the backup function on your handset. Some 3rd party SMS services such as ring tone subscriptions will continue after you have ported your number. Should you wish to stop these, please check with the 3rd party operator on how to do it. There are a limited number of the 1 Year Super Packs available in store. If you are on a Pay As You Go plan , data is deducted from your available credit balance.
If you have a Mobile Plan , Data Plan , Family Plan or Super Pack , data will be deducted from any included data allowance and rollover balance until it is fully depleted or expires. The most common reason why porting fails is due to a mismatch between the information provided to us and that held by your current provider. We recommend you check the details with your current provider and verify that your number is still connected and active as we cannot port a disconnected number.
For further assistance, please call us on or send us an eSupport ticket when logged into your MyALDImobile account. Each Family Plan will have an Owner. This service is the master service which needs to remain set up on the Family Plan for it to work. Typical mobile porting usually completes in under 3 hours, but can take up to 2 days to complete not including Sundays.
If your service has taken longer than days to complete, please raise an e-Support query via My ALDImobile section of our website, or contact our customer service team. Once you have your SIM pack, you can activate it online.
No, all services on a Family Plan have to be set up on the same account. If you are unsure about the compatibility of your device, the best place to check is in the user guide that was supplied when you purchased the device or with the handset manufacturer directly. In accordance with ACMA Legislation, we can only accept instructions to transfer a number from the person currently maintaining the service.
As you are establishing this Family Plan in your name, any service you wish to transfer to us must be in your name. If you wish to transfer a service in another name into your Family Plan, the current owner will need to transfer this service to us and then you can invite them into the pack. If you are an Australian resident you can provide either your driver's license information, or your Medicare card information to enable us to verify your identity. Invitations will be sent to the other customer's ALDImobile online account for their action, however no notification will be sent to them.
This will change the Ownership of those services into the Owner's name so the original account holder will need to accept the invitation by logging on to their My ALDImobile online account and agree to transfer ownership of their service. Once this is agreed to, the service will move to the Owners account and will be added to the Family Plan.
Any current plans on that service will be cancelled and value forfeited. Unused data will not rollover but PAYG credit will transferred and will remain on the service. If you cannot see the option to recharge with a Mobile Plan , this is because your service is expired.
Please note that you will have to wait for your Pay As You Go recharge to complete before you are able to convert your credit. We'll send you an SMS once the recharge is complete and then you'll know you are able to use the credit to purchase a Mobile Plan.
If your service has been expired for more than 90 days, you may not be able to re-activate your service, so please make sure you do not allow your service to expire. A Family Plan can only be set up on one single account. The account holder Owner is legally and financially responsible for all services on the Family Plan and all services will be in that persons name. Once you accept the invitation, your service will be moved to the Family Plan Owners account and you relinquish your owenrrship of the service.
Any current Plans or Packs you have on your service will be cancelled and value forfeited when you acept the invite and will not be refunded, so make sure you are ready to move to the Family Plan on the new account. Once you have set up a Family Plan on an Owners service, you can add up to a maximum of 3 additional Users at any time. When a User successfully joins the Family Pack they will have access to the calls, SMS and data available for that Family Plan until the current expiry date.
You should follow these steps if you want to recharge a User service with a different type of Plan to the Family Plan. ALDImobile does not provide refunds on recharges or Plans that have been purchased.
If you have purchased the incorrect Mobile Plan, you can refer to this help article. If you cancel your service or move to a different provider, you will forfeit any remaining credit you have. If you've received an SMS advising that your auto recharge has failed, here's what you need to do:. We'll send you an SMS and email to let you know we've renewed your plan.
Sometimes there's a delay between when your old plan expires and the new one is added so you'll need to have PAYG credit to use your mobile during this period. From your handset, SMS the word code followed by a space and then the voucher number to This method of recharge can only be used to recharge with Pay As You Go credit.
You can enable auto recharge from the dashboard of your MyALDImobile online account or App once you have an active plan on your service. Add these in the manage account section of your online account or App and then you'll be able to recharge. You can recharge your Pay As You Go credit at any time.
You can add the same plan, or change to a different plan at any time, however any existing plan credits you have will be forfeited. Click "Remove payment Method". Once verified, you'll be returned to your account.
You can add the voucher code during the SIM activation recharge step 4. Select the voucher option, enter the code and the plan will be added to your service when it activates. If you already have an active SIM and just want to apply the plan to your service, log in to your MyALDImobile online account, select recharge from the top menu and follow the prompts to recharge with voucher code. Log in using your mobile number and password, select recharge from the dashboard then click on Quick Voucher Recharge.
Follow the prompts, enter your voucher number when requested and the plan will be applied to your service. Here's how to avoid that. If you add a new plan before you have depleted all of your current plan data, you'll override the remaining data credits unless rollover applies.
Any data you add will expire at the same time as your Mobile Plan. Rollover may apply to unused data. You could add another Mobile Plan but this will override your existing plan and you will lose any remaining call credits and unused data, unless data rollover applies. Data Top Ups expire at the same time as your Super Pack and any unused data may qualify for rollover.
The data will be added to your shared available data and will expire when your Family Plan expires. You can add data up to a maximum of 40GB above your included data allowance at any one time per validity period.
If you add a Mobile Plan, Data Plan or another 1 Year Super Pack whilst you have an active 1 Year Super Pack, you will forfeit any remaining credits and we will not reinstate them or refund the value to you. If you add a 1 Year Super Pack whilst you have an active 1 Year Super Pack you will forfeit any remaining credits but remaining data will rollover as long as you add a Super Pack of the same or higher value.
Please make sure you read all of the information about our plans on our plans page and take note of the warnings presented to you when you purchase. MasterCard and Visa are also accepted however there is a 0.
All Super Pack Data Top Ups give you additional data to use right up until your Super Pack expires or the data is depleted, whichever comes first.
There is no limit to the number of Data Top Ups you can add during the validity of your Super Pack however you can only have a maximum data at any time of GB above the included data allowance. Data Top Ups will be added to your data balance at time of purchase. Unused Data may qualify for rollover.
Please note - You cannot purchase a Data Top Up over the phone on our automated phone recharge service, it can only be purchased online, via the mobile app or by speaking with one of our customer agents. This Super Pack was available for purchase online or via App for new customers from 11 September to 11 October You can view your transaction history including previous re-charge top up transactions via your MyALDImobile online account, log in via our website.
A User can only recharge the Family Plan if they have been given access to your MyALDImobile online account and you should nominate them as a secondary contact beforehand. The quickest way to get this sorted is to call us. Simply nominate the amount of PAYG credit you'd like to use and the remaining balance can be paid using your stored payment method. Remember that any Data Top Up you purchase will expire at the same time as your Family Plan but may be eligible for rollover if the rollover criteria is met.
Also, the data you add to your Family Plan by purchasing a Data Top Up will be shared across all of the services on the Family Plan subject to any limits the Owner may have set. If you add a Data Plan whilst you have an active Mobile Plan on your service, you will override that Mobile Plan and any existing credits will be lost.
Data Top Ups can be added to Mobile Plans , Family Plans and Super Packs to give you extra data when you need it, without paying upfront for something you might not need. Any unused data will rollover if criteria is met. You can add up to GB above the included data allowance at any one time. The additional data will expire at the same time as your Super Pack and any unused data will rollover if criteria is met.
For Mobile Plans and Super Packs - Data Top Ups can only be purchased online, via the mobile app or by speaking with one of our customer agents. You cannot purchase a Data Top Up via the mobile app over the phone on our automated phone recharge service.
We'll remind you of how many days you have to use your Data Top Up when you purchase it. Our Data Plans are not designed to replace an Internet connection and if you find you are using your data too quickly, this may not be the right plan for you.
No, the Data Top Up will apply to the shared data allowance. You can adjust the data limits of the Users if necessary. Simply select PayPal as your chosen method and you'll be redirected to their window to enter your PayPal account details.
Some of our Plans are eligible for rollover of your unused data allowance to your next recharge period. Check our Critical Information Summaries to confirm eligibility. The standard data allowance of your pack including any Data Top Up will be used before any rollover data. ALDImobile makes it easy to keep track of your balance. To find out more you can visit our roaming page. You can also view roaming rates on our legals page, and we have help articles to assist you if you need it. You should be aware that the use of your ALDImobile service outside of Australia may incur significantly higher charges than use of the service within Australia.
You will see the option to enable or disable roaming to allow your number to be used overseas in selected countries. You can see the countries where you can use international roaming on your ALDImobile service, the relevant charges and the providers on our legals page or by clicking here.
To turn roaming off, simply log in to your account and update your roaming preference to set it to disabled. You should enable roaming at least 1 week before you depart to ensure your phone settings are updated and ready to use overseas. To disable diversions to voicemail for when you miss a call , from your mobile handset, dial then press the call or send button. Yes you can! There are 2 possible ways you may be able to make calls and send SMS to international numbers from Australia.
You can find out about our international call rates by clicking here. You should visit the plans page to find out more about what is unlimited and included and you can view the list of eligible numbers and countries here. Make sure the PIN cannot be easily linked to you or guessed by a third party. Read here about other ways you can protect your account. If you would like to check your coverage, click here.
On 3G, typical download speeds are 1. If your usage is not what you expected, you can find out more about why this might be here. If you've received an SMS or email that your service has expired or is about to, here's what you need to know:. If you haven't recharged for days, your service will expire. A Data Top Up will not extend your expire date. You can add PAYG, or a plan during this time to reactivate your base plan and service for a further days.
You still can't make or receive calls and SMS and if you want to continue to use ALDImobile, you will need to purchase a new SIM card and take the following action, depending on what you'd like to do. Due to the lengthy period of time the service has been inactive, the number will have been returned to the original 'owning' Telco and we will not be able to recover it. You can download the form by clicking on the link below. Change of Account Name. Change of Ownership Form.
Call forwarding is managed from your handset so check your user manual or call the manufacturer for assistance. Our call centre cannot arrange diversions or forwarding on your behalf. Call forwarding charges are higher than standard call charges and are not part of the standard inclusions in any of our packs. Find out more about our call charges on our legals page.
Important - Included international minutes and SMS are to eligible numbers and countries only. Calls to mobiles may not be included, you should take the time to review the list of eligible numbers and countries here. Call our team as soon as you can to have your phone and SIM blocked to prevent someone else from using your phone.
Whilst you are on our website, we would recommend that you log in to your my ALDImobile account and remove your credit card details immediately, this will ensure that no unauthorised recharges can take place whilst you are requesting the blocking of your SIM with us. Any credit that has been used up until the time that you notify us of your lost or stolen handset cannot be replaced. There's no charge to you for sending this and it will appear in your usage history.
In your iPhone settings, you can configure your device to "send as SMS" automatically when iMessage is unavailable and normal SMS charges if applicable will apply. If you want to force a prompt for a PIN each time you retrieve a voicemail message, or to disable this feature please do the following:. If you re-activate your ALDImobile service, you will not be able to retrieve any of your old voicemail messages. If you do not want to receive an SMS when you miss a call, you can turn this feature off.
You will need to manually change this setting in your voicemail settings. You should bear in mind that roaming charges are considerably higher than usage within Australia. Turning on your data to check your e-mails, surf the internet, and get directions from your navigation app will use up your PAYG credit very quickly and should be avoided, try to connect to Wi-Fi spots where possible.
If you really need to use your data, make sure that you have any automatic application update settings turned off to avoid apps on your phone updating when roaming. This will help limit the data you use and you can turn it back on when you have finished roaming via your data settings. You can check your balance via our mobile app , via the My ALDmobile section of our website, or by sending the word balance via SMS to All your unused Family Plan data will rollover if you recharge with the same Family Plan within 24 hours of expiry of the previous Family Plan.
Your IMEI number will be marked on your phone behind the battery. If you would like to be able to use your phone for these things, you'll need to add Pay As You Go credit to your service. We do not have any information on when this will be available as it is a carrier restriction that is outside of our control.
However, you can now use the voicemail button from your iPhone and this enables you to access your voicemail quickly. The full length mobile number you are texting when you use the service is and this is the number you will see when you check your usage. If you want to use your phone casually, then Pay As You Go credit gives you days expiry, you just choose how much you want to recharge.
You can view more information about PAYG here. Once the 30 day expiry period ends, your Mobile Plan and its remaining credits will expire and you will be left with your Pay As You Go base plan. If you recharge with Pay As You Go credit whilst you've got a Mobile Plan added, the credit is simply added to your main credit balance and the expiry period for the main credit balance is reset to days.
As with all of our Packs, the inclusions of the 1 Year Super Pack cannot be used whilst roaming. You can find out more about roaming on our Roaming Information page.
Calls to mobiles and landlines or SMS to these countries will not reduce or affect your PAYG credit or included international minutes for other countries. You can view the list of eligible numbers and countries here. See our APN settings article for more information. Just enter the number 31 from your phone and press the green call icon on your phone.
You can then make a call and your number will be withheld. There may also be settings in your phone that you can use to block your caller ID, please refer to your handset manual. Super Packs are eligible for rollover of your unused data allowance to your next recharge period. You can still pair the watch with your phone, but it will not have the cellular function enabled.
Data Plans are eligible for rollover of your unused data allowance to your next recharge period. Your unused data will keep rolling over until you reach any limit applicable to the plan. The standard data allowance of your plan will be used before any rollover data.
Unused or accumulated data in excess of applicable limit will not be rolled over and will be forfeited. Looking for one of our discontinued Data Plans? When you upgrade to a new Smartphone, you may find that it uses more data which will use up your credit faster. If you don't need to use data on your phone, you can turn it off completely. You'll need to look for the settings to do this look in your phones user guide for more information.
Things such as weather and news apps can cause your phone to check regularly for updates, which can use your credit up quickly. You can prevent this from happening by closing down apps when you've finished using them, and by changing the settings so that your phone doesn't update as frequently. You will need to look at the user guide for your phone to find out how you do this for your specific handset. Due to containment measures announced by the Philippines Government, most of our staff in Manila are unable to get to work.
We've initialised our back up Call Centre but we're still operating at reduced capacity which means that queue wait times might be longer than normal. We've also reduced our operating hours to am - pm AEST to make the most of the staff we have. Many support functions can be performed online including recharging your service, replacing your SIM, activating a new service, adding more data and managing your account.
The answers to many frequently asked questions can also be searched in our FAQ section tip: use keywords for better search results. Please note, due to the volume of inquiries there will be delays in getting back to you. Thank you for your patience and understanding at these challenging times. We're all in this together and together we will all get through. Any updates to the situation will be posted in this section. After your 1 Year Super Pack expires, you will be able to recharge with one of our packs that is available at that time, or you can recharge with Pay As You Go credit.
Bear in mind, you can add Pay As You Go credit to your service at any time should you need the credit for things not covered in your 1 Year Pack such as international calls for example.
The pack you purchased in store will have an expiry date on it, this is the date that the voucher must be activated by. After this date the voucher will not work. Once you have used the voucher code to add the 1 Year Super Pack to your service, you will have 1 year to use it. Your 1 Year Super Pack expiry date will be shown in your balance which you can check online, through the mobile app and by SMS.
On establishment, all User services default to "unallocated" which means they have unlimited access to data. Data limits can be set in increments of 0. To give a User unlimited access to data after limit has been allocated, enter GB. A data limit of 0 means the User cannot access Family Plan data. If all the data for the Family Plan has been consumed a User may not be able to use all of the data in their limit.
In order to prevent unauthorised access to your ALDImobile service, we suggest that you use a passcode lock with a time limit on your handset to prevent anyone else from being able to use your phone.
You'll need to refer to your handbook manual for assistance on how to do this. Click here for more information on how you can further protect yourself and device. These are based on typical file sizes and your usage may vary:. To estimate your data usage, multiply the approximate data consumption for each activity by your use.
Please note this is intended as a guide only and the figures stated are approximate. You can check how much data is included in our Mobile , Data and Family plans here. You can use the included data whenever you like throughout the year; therefore it is possible that you will use up all of the included data before the end of the year. PAYG credit cannot be shared by the services on the Family Plan, so you will need to add PAYG credit to the specific service that you wish to use the additional services on.
You can easily do this by logging on to your online account and selecting eSupport ticket from the Manage Account menu. If you are receiving unwanted marketing calls, you should ask the caller to stop calling you and remove you from their database. If you are receiving messages that are of an advertising nature, you can request the sender cease the activity by replying with the word STOP.
Please note that ALDImobile is not able to prevent these calls or SMS messages from taking place, you will need to follow the avenues above. Fraudulent activity using mobile devices can result in financial loss, negative credit ratings and emotional stress. ALDImobile take customer privacy seriously and we are continually reviewing our processes to ensure we are doing all we can to protect you from this type of malicious activity. All services that are on a Family Plan can use the included data allowance until it has been exhausted.
For User services, a limit can be set by the Owner to limit how much of the shared data they can use. Once all of the shared data allowance has been used, all services will need individual PAYG credit applied to them in order to use data.
You will firstly need to remove the User from the Family Plan and then complete, sign and send us a Change of Ownership request. The new account holder will need to pass our identification checks for the service to be set up in their name.
Once a change of Ownership request is successfully processed by us, the service will be moved to a new account. Fraudulent mobile number porting happens when a scammer uses your name, address, date of birth, mobile number and account number to port your ALDImobile number to another provider. As long as the scammer has access to this information, they can port your service in line with The Telecommunications Numbering Plan and the incoming and outgoing providers cannot prevent it.
Scammers can get access to your personal details from many sources including your social media profiles and by stealing mail from your letter box. They will then use your mobile number to gain access to email accounts and bank account details. Once your number has been ported, you no longer have access to it which means that any verification codes being sent to you by your bank for large money transfers will be sent to a scammer instead. This means they can authorise these transfers and steal money from you.
The implications of fraudulent number porting can be very serious and include financial loss, negative credit ratings, and emotional stress.
We take customer privacy seriously and are continually reviewing our processes to ensure we are doing all we can to protect you from this type of malicious activity. Note that these symptoms can be due to a faulty SIM or network outage also, so you should call us to investigate. Suggestions for what to do if your service has been ported without your authority or if you have been scammed.
Changing a plan is the same as recharging. You can recharge online, via SMS or mobile app using a recharge voucher purchased in-store, or if you have a credit card or PayPal account, recharge to the plan of your choice with our mobile app, or online via My ALDImobile. If you have an active plan on your service, your recharge will override this and the remaining inclusions or credit will be forfeited and not refunded. What this feature does is automatically uses cellular mobile data if your Wi-Fi connection is too slow.
The downside of this feature is that it could potentially use up lots of data from your mobile plan without you realise, when you think you are using Wi-Fi. The features is set to enabled as default so if you are noticing that your data is being used up very quickly, we recommend that you turn this feature off. In order to turn this feature off, navigate to settings on your iPhone and then select 'mobile'.
You'll need to scroll right to the bottom of the screen and underneath a list of your apps you'll notice the setting 'Wi-Fi Assist' with the slider option to turn it on or off. The maximum MMS size is 2MB but it will depend on the receiving parties device and their network carrier when sending a message.
If you receive a life threatening call, you should call the police by dialling immediately and report the matter to them. You will need to record the date and time. It is important to note that private ID numbers can be traced, however ALDImobile, nor any other carrier whose subscriber initiated those threatening or abusive calls, will disclose the number.
We won't be able to tell you who is calling, or even demand they stop, but we can request for our carrier to notify the calling party's carrier where traces are successful , which may result in a complaint being sent to the offending party. In line with industry regulations, we work in conjunction with law enforcement agencies when requested to provide them with information. If you are receiving calls or SMS messages that are annoying because they are of a marketing or spam nature, then this is not classified as a harassment call and we will not be able to assist you with this issue, please refer to our alternative help article for more information about what you can do.
If it moves off the Family Plan for any reason, the Family Plan will stop working and all services will access calls and data using only their individual PAYG balances. You will need to remove the remaining Users services from the Family Plan via your online account if you want to add a pack. If you have an Android phone, you will need operating system 4. If you have an iPhone, you will need to have iOS 6.
We may cancel the service without notice when we become aware of prohibited use. This means your device would be inoperable without your knowledge.
We communicate important information to you via SMS such as low and zero balances, pending expiry and expired and cancelled status. You will not receive these messages if the SIM is inserted in a medical alarm which means that your device might not work when you most need it.
We strongly advise against handing over your personal information - especially ID details - to a company to activate an ALDImobile service in your name. It also means that they are accepting our terms and conditions on your behalf. In summary, our service should not be used in any device other than a mobile phone or tablet and we are not associated with any company promoting ALDImobile.
For your own protection against fraud, you should not let anyone use your personal details to activate a mobile service on your behalf. If you attempt to call one of these numbers, you will not be connected and there will be no charge. You can recover your password by clicking here. Following the death of an account holder, an authorised representative with supporting evidence can request for a service to be cancelled or transferred to another person.
Bereavement Assistance Request Form. This is because the Pack data has a maximum validity of days, whereas rollover never expires as long as the rollover criteria is met. On most phones, you can manage call waiting in the call settings on your handset. If you can't, try the following commands:. Unfortunately, if you added the wrong Mobile Plan , we are not able to change this for you. You can purchase a new Mobile Plan if you wish but you will forfeit any remaining credits and we will not be able to refund you.
Alternatively, simply use the inclusions of the Mobile Plan you have purchased and then you can add another one. You can also call us on from your ALDImobile but make sure you have the authorised contact with you. It is not possible to have multiple log ins per account, so your authorised contact will not be provided with a log in to access the account online.
Our Data Plans give you data only, so it's great if you want to use your SIM in a tablet, or if you only use your mobile phone for data. As soon as you add a Data Plan to your service, it will override any existing Mobile Plan and any remaining credits will be forfeited. Our network partner announced on 10th October that they will be closing the 3G network in June You cannot have a Data Plan and a Mobile Plan on your service at the same time.
If you have added a Mobile Plan it will override any remaining data that you had left on your Data Plan and we are not able to refund you for this. Please make sure you read all of the information about our plans on our plans page and make sure you read the warnings presented to you when you purchase. If the Owners service leaves the Family Plan before the Plan expires, all credit and inclusions will be forfeited. The remaining services will not be able to make calls or access any data unless they have PAYG credit.
To accept an invitation to join a Family Plan will need to login to your MyALDImobile online account and agree to transfer the ownership of your service. You can view the full call rates for Mobile Plans on our plans page.
If you cannot see a relevant charge for the call type you want to make, then you cannot make that type of call using your Mobile Plan credit. For example, if you want to call an Australian mobile number, it will cost you 10c per minute from your Mobile Plan credit, however if you want to make an international call, you will need to ensure you have Pay As You Go credit to be able to do this, as international calls cannot be made using Value Pack credit.
The allowances are very generous; however you can monitor your usage by checking your balance to see how many minutes you have used or how many SMS you have sent. Most of our customers will find that there is a Mobile Plan that is suited to them. However if you need to be able to do some extra things with your service which are not included in your Value Pack credit, you need to make sure you have sufficient Pay As You Go credit as well which is valid for days.
If you are not happy about something, please get in touch with us and we will do our best to resolve your complaint as quickly as possible. You can check out our complaints policy on our legals page to find out more.
If you are not happy with the resolution we offer you, you can ask for your complaint to be escalated further. Your complaint will then be investigated by a member of the management team and you will be provided with a final decision. In the unlikely event that you are still unhappy with the resolution we have offered you, you may be able to refer your case to the TIO — but please remember, the TIO is "an office of last resort" and we must be provided with an opportunity to resolve your complaint before they will become involved.
Scammers have added both SMS and email to their toolbox as a way to commit fraud. A common approach is to instill fear or loss like threatening to suspend your service or cancel credits unless you provide information. The information you supply can be used to swap your number on to another SIM, access your bank accounts and impersonate you to commit other types of fraud.
Identity theft is an unfortunate reality. You should always remain alert to the prospect of a scam and the need to protect your personal details. We will never send you any communication asking you to update personal or payment details together with a link to your account. If you believe you may have fallen victim to a scam, you should immediately change your online password and call us to suspend your service.
You should also contact your Bank and other institutions where your mobile number is used to obtain a code to access an account 2 Factor Authentication. Click here for some suggestions on protecting your device and personal information.
There are no penalties for changing plans but if you have an active plan and switch to another, the remaining credit will be forfeited and will not be refunded.
You may wish to consider a Pay As You Go plan which offers flexible, casual rates and you pay only for what you use. This is ideal if you need to simply maintain your service for emergencies or for when your situation improves. You may wish to speak with a community financial counsellor on or seek assistance from the National Debt Helpline www. We have a Financial Hardship policy if you need further assistance from us. This can be found in the legals section of our website.
Contact them for more information. An Advocate cannot change your account or services or access any account information unless you are present and agree. This means both of you must be present each time you call.
An Authorised Representative has the power to act on your behalf as if they were you. You can appoint an Authorised Representative with us over the phone or complete, sign and return our Authorised Contact Form. We may also accept a person who holds an appropriate Power of Attorney or Guardianship Order as an Advocate or Authorised Representative.
We will need to a copy of the document before we can deal with appointed person so we can determine the scope of the authority granted and may request a certified copy for our records.
For information on the accessibility features of specific handsets, refer to the Global Accessibility Reporting Initiative website; www. If you have an iPhone, visit the Apple accessibility site; www.
If you have suggestions on how we can make our customer service, website or App more accessible, send us an eSupport from your online account or email us at feedback aldimobile.
Phone scammers cheat tens of thousands of Australians out of many millions of dollars every year. Fraudsters are always working on new ways to phone scam, so no list of scams is ever complete. But you can learn a lot more from official Australian Government resources like:. Do you use an iPhone? Listen to your voicemail, and if you decide the call is legitimate you can return the call, and perhaps add them to your contacts for future calls.
Is your phone a Samsung, or another Android brand? Your recent calls list in the phone app may offer an option to block each number. Has your bank or a government department ever asked your date of birth before talking about your affairs with you? If you tell a scam caller your date of birth, they could answer that security question as if they were you. Contact your financial institution immediately, if you think a scammer has taken your money, or may be able to.
Your bank or credit card issuer may be able to stop a transaction or even reverse it, if you act fast. They may be able to temporarily lock a card or account to protect it. Change default PINs and passwords as soon as you get a new phone or other communications device. Change these to personalised ones immediately, or a scammer might guess the PIN, passcode or password very easily. Using the same PINs, passcodes and passwords for a long time is a security risk.
For instance, when online stores are hacked, lists of their customer passwords are often sold on the internet. If you changed your password regularly, the password being offered online may be stale before long — even before a scammer had a chance to use it.
Set your mobile handset to auto-lock after a short period of non-use, and set it to require a strong PIN to unlock it. Even if your handset also offers face or fingerprint recognition, a weak PIN like the current year may let a fraudster access it with ease. Voicemail services almost always use a PIN to keep out unauthorised persons, so make sure your PIN is enabled, strong and secure.
The tricks that scammers play with missed calls are explained above. Text messages asking for a call can be traps in the same way. If you think you know who it may have been, contact them by another means e. Block suspicious or unknown international or Australian numbers on mobile handsets and use of blocking services or products, where available, on landlines.
Your own voicemail message might encourage callers to leave a detailed message, so you get enough information to make an informed choice whether or not to call back. They could easily be trying to trick you into giving them control of your computer, or otherwise assisting them to scam you. If you are having problems with your service, have a look at the possible solutions below before giving us a call. Has your service expired? Find out more about this here. Here's a reminder on how to check your balance.
You can check your plan inclusions and exclusions in the Critical Information Summary. Can you still not make or receive calls even though your credit and plan are in order? This information might help. Do you receive an error message when you try to send an SMS message, read this before giving us a call! Have you locked your phone and need your PUK code to unlock it? If you're not receiving calls, make sure you don't have a diversion set up. Search for "diversion" in our FAQs and follow the instructions to rule this out as the cause of the problem.
If you're using a Smart Phone here are some reasons why you might be consuming data and or burning through your PAYG credit quicker than you thought:. Check your usage in your My ALDImobile account but bear in that it can be delayed by up to 24 - 48 hours. We can only investigate use that's recorded on your account.
There are 2 possible caused if you are having trouble sending an MMS message or if you cannot use data on your phone:. You can click here to find out how out what the APN settings should be. Different handsets have different settings so you may need to refer to your handset user guide for assistance on how to change these settings. When the menu appears, you just have to select Restart. However, if the issue persists, then you might have too many messages saved on your handset.
This will not only free up some space on your Android device , but could fix the problem of having some MMS messages that refuse to download as well. And if both these tips failed, then you know what I always tell you: there is nothing more efficient than the procedure of hard resetting your phone. Just use the appropriate guide for your handset or get familiar with what this procedure is by keep on reading:.
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