Troubleshooting
Lost & stolen phones
Mobile Phones
Network Coverage
Online
Ordering
Payment
Premium SMS
Roaming
Sim Card Issues
Voicemail
Lost & stolen phones
My phone was stolen, what do I do?
Bummer! Call us immediately on 1300 808 300 (standard call charges apply) and we'll lock your SIM and reactivate it when you're ready or make sure you get a replacement SIM.
My phone is lost, what can I do?
Don't despair, just call us on 1300 808 300 (standard call charges apply) and we'll lock your SIM and reactivate it when you're ready or make sure you get a replacement SIM.
How do I block my SIM card?
A lost or stolen SIM card is always an unnecessary setback but if this does happen call our service team on 1300 808 300 (standard call charges apply) and they'll block your card immediately. If you do happen to relocate your card we can unlock it for free. Another option is to get a new card and transfer your existing number for the fee of $20.
How much does a replacement SIM cost?
If you lose or have your SIM card stolen, unfortunately, we need to charge you a replacement cost of $15. We don't want to inconvenience you so we'll make sure it's delivered by post asap - once we receive payment. If you're a post-paid customer, you'll see the fee on your next invoice; if you're a pre-paid customer, we'll deduct the amount from your current balance. And if your current balance is less than $15, you'll need to recharge your account in advance.
Mobile Phones
How do I turn on 3G on my handset?
You'll find that most 3G enabled handsets automatically select the 3G network but if there's an issue please refer to your phone user guide.
How do you set up an amaysim internet connection on an Android phone?
Here's how to set up an amaysim internet connection with an Android Phone:
- Go to ‘Settings’
- Select ‘Wireless & Networks’
- Select ‘Mobile Networks’
- Select ‘Access Point Names’
- Hit the menu button and select ‘New APN’
Make the following settings:
Name: amaysim
APN: internet
MMS protocol: WAP 2.0
MCC: 505
MNC: O2
Authentication Type: None
All other menu items should be ‘not set’. Then just activate the APN by switching it on!
How do you set up an amaysim internet connection on an iPhone?
When you insert a new SIM or micro-SIM into an iPhone or iPad Wi-Fi + 3G, you’ll need to connect the device to a computer running iTunes to download the latest carrier settings. You should install the latest carrier settings updates for your device as soon as they are available. To find out how to do this, visit http://support.apple.com/kb/ht1970
Please note that we do not offer technical support for Apple devices – although we’re keen to ensure they work well with amaysim.
Can I tether using my iPhone?
Yes, tethering is now available for amaysim customers using iPhones. New customers will have tethering enabled automatically. We’re working to have it automatically enabled for current customers, but in the meantime if you are a current customer with an iPhone who would like tethering enabled, please send an SMS to 568 containing the word TETHER
Are there any issues with updating to the latest iOS 5 iPhone or iPad?
Insert your amaysim SIM into an iPhone and it will automatically make the necessary changes (just make sure that when you’re asked by iTunes, you install the latest network operator settings update).
For iPads be aware that after updating to iOS 5 your previous APN settings might be overwritten to “CONNECTME”. Please just manually adjust them back to “internet” and leave the password and username fields empty – simple. You can find these settings on your iPad at "Settings > Cellular Data > APN Settings".
Please note that we do not offer technical support for Apple devices – although we’re keen to ensure they work well with amaysim.
I cannot make any outgoing calls from my mobile. What's wrong?
First of all, make sure you have enough credit by checking your current account balance. Secondly, you may not be within coverage in which case try turning your phone on and off. Thirdly, log in to my amaysim and check all of your mobile service settings are correct.
What is amaysim's return policy on mobile phones?
amaysim doesn't sell mobile phones, although we're happy to recommend Kogan as a good place to shop for a handset. If you purchase from mobileciti and have issues with your handset, just contact them and they'll be happy to help.
My handset hasn't arrived, who do I contact?
If you purchased a handset from Kogan you'll need to contact them directly. They'll be happy to help.
Network Coverage
What will happen if my phone is not a 3G phone or I am outside the 3G coverage areas?
If that's the case, you'll be limited to GPRS/2G speeds (which are slower than 3G) when you're browsing the net on your mobile.
Online
Why doesn't the link to reset my password work?
It's probably best to try and copy the link and paste it back in your browser at first. If there's an error message on the page, the link might not be valid anymore. You'll find that links we provide are normally valid for 24 hours but if the link is no longer valid, the best thing to do is visit www.amaysim.com.au and initiate the reset again.
I can download the invoices to my computer, but I can't look at them. Why?
Just go to http://get.adobe.com/reader/ and download the Adobe Reader to your computer.
Ordering
How can I order a replacement SIM card?
You can order one from our service team - ring 1300 808 300 from any phone (standard call charges apply). Our service team are available between 8am and 9pm AEST weekdays and 10am and 6pm AEST on weekends and public holidays.
Payment
I paid my invoice already - why do I still receive a payment reminder?
Don't worry, there are probably a couple of reasons. Your reminder may have overlapped or we may not have allocated a received payment for your account because it has the wrong reference number, in which case please contact our service team to help you. Just call us at 567 free from your amaysim mobile or 1300 808 300 from any other phone (standard charges will apply).
Premium SMS
Why can't I use Premium SMS anymore?
To save you from suffering 'bill shock', we've capped the default setting for Premium SMS at $50. If you want to increase it, just visit my amaysim and change your service settings.
How do Premium SMS appear on the bill?
amaysim gets charged directly by the service provider as it's not a service that we offer. We need to pass the charge onto the customer who's subscribed to the service. You can see your usage at my amaysim. Or you can click on this link to view your current invoice and call detail records. Of course, we're not stopping you from using Premium SMS services - we just suggest you be cautious!
I thought I had successfully unsubscribed from Premium SMS but they’re still appearing on my bill?
One way is to send the word STOP in capital letters back to the provider. If you're unsuccessful you'll receive an SMS informing you. If you're receiving messages from different Premium SMS numbers (you can easily recognise the numbers as they begin with 19) there's a bit more involved - you can either SMS the word "STOP" to each individual SMS number or you can contact us and we'll put a bar on all Premium Services by 6pm on the business day following your call. If you have issues you can contact the provider. There's also another option - the Telecommunications Industry Ombudsman or TIO, who will investigate complaints only if you've already tried to resolve the complaint with amaysim. You can get in touch with the TIO at http://www.tio.com.au/contact.htm.
How do I stop Premium SMS?
One way is to send the word STOP in capital letters back to the provider. If you're unsuccessful you'll receive an SMS informing you. If you're receiving messages from different Premium SMS numbers (you can easily recognise the numbers as they begin with 19) there's a bit more involved - you can either SMS the word "STOP" to each individual SMS number or you can contact us and we'll put a bar on all Premium Services by 6pm on the business day following your call. If you have issues you can contact the provider. There's also another option - the Telecommunications Industry Ombudsman or TIO, who will investigate complaints only if you've already tried to resolve the complaint with amaysim. You can get in touch with the TIO at http://www.tio.com.au/contact.htm.
I quit my Premium SMS service but apparently it has started all over again?
That's because you're probably receiving free marketing messages. Don't worry, repeat what you did initially - send the word STOP in capital letters back to the provider. That should terminate the service. You'll soon know when you receive a SMS back from them. Just be patient, it could take up to 24 hours to process. And if you're still receiving those niggling messages after you've tried unsubscribing, give the service provider's help desk a call. If you'd like to bar all Premium SMS, just call us. We'll guarantee that you won't incur any more charges for Premium SMS from 6pm on the business day following your call.
How do I know that I am using a Premium SMS service?
Any number that begins with a 19, or is a short code i.e. numbers or keywords, is a Premium Service. We don't directly advertise them as they're not provided by us - only third parties.
I tried to replying STOP to the Premium SMS, but apparently I can't?
Don’t fret! There's no opportunity to reply to messages sent by WAP Push as it doesn't display phone numbers. Instead, read the message under 'Options' and there might be a service number or instructions on how to stop this service.
How can I identify a premium service?
A Premium Service starts with a 19 or short code, it's either a phone number you dial or text a keyword to. They offer anything from voting lines and ringtones to wallpapers and pictures, and much more. There's usually two ways to receive a Premium Service. First, there is flat rate charging, where you pay a fixed fee for each SMS sent to and/or received from a Premium Number. There's also a subscription service (easy to get sucked into!) which traps you into an ongoing subscription with various charges. Watch out! The provider will probably also sting you for a joining fee! When it's Premium, it's usually costly, so beware!
How can I bar premium services?
It’s easy to bar Premium Services. Log onto my amaysim and look under the ‘service settings. When you bar this service all other amaysim services are not affected. We'll notify you within one working day that we've stopped the service and there will be no further charges on your account.
How can I make a complaint about premium services?
Making a complaint is straightforward. After all you don't need the headache! It's a good idea to seek assistance from the TIO (Telecommunications Industry Ombudsman), who will investigate complaints if you've already attempted to resolve it with us. You can contact the TIO at http://www.tio.com.au/contact.htm.
What do I need to know about Premium Services?
You can easily limit your mobile phone from using Premium Services content.
Just log onto my amaysim and then find your service settings. There is no charge for utilising this service. If you choose to bar Premium Services, your access to any non-Premium Service-related services will not be affected.
Once your request for barring your mobile phone for Premium Services is received it may take up to 6pm on the business day following your call to be successfully processed. Once this activation is complete no further charges for Premium Services will appear on your account.
Premium Services generally begin with a "19" number or short code being either a phone number you dial or text a keyword to. Premium Services can consist of the following: voting lines, ringtones, wallpapers and pictures etc.
If you receive charges for Premium Services they can be incurred on your bill in the following way;
- Flat Rate: This is when you pay a flat fixed fee for each SMS sent to and/or received from a Premium Number
- Subscription: Where you opt into an ongoing subscription with associated charges
- Joining Fees: Where you may also be charged an additional joining fee as part of an ongoing subscription
- Data Volume charge: Where you are charged according to how many Kilobytes of data you are downloading
If you need to raise a complaint about your Premium Service you should contact the content provider who supplied you with the Premium Service in the first instance. You can also seek assistance from the Telecommunications Industry Ombudsman (TIO). The TIO will only investigate complaints if you have already attempted to resolve the complaint with amaysim.
Roaming
Can I use phone numbers stored on my mobile phone while overseas?
You sure can, but always remember to include the international dialling code and area code. E.g., to call a friend in Sydney, prefix the call with +61 and the area code 2, remembering to exclude the 0 in the area code when calling from overseas. Roaming charges will apply to any calls you make while overseas and are higher than standard calls. To find our more on roaming charges click here.
Is my voicemail able to take messages when I am overseas?
Yes you can receive messages although you’ll need your voicemail PIN. You can access you voicemail by calling +61411000321, but you should be aware there are costs for voicemail retrieval. Find out more about our roaming charges here.
Sim Card Issues
My phone says that I have a SIM card error. What's wrong?
It's just a case of doing a quick check. Is your SIM card inserted properly? Try testing the card on another phone. Most of our customers usually find that it's because it's locked to another network. If your SIM isn't locked give our service team a call on 1300 808 300 from any other phone (standard call charges apply) and they'll promptly deliver another card for you.
How do I add a PIN to secure/lock my mobile?
The amaysim SIM card comes without being locked by a PIN. However, if you wish to change your PIN to protect your mobile, you will need to change the security settings of your mobile. The amaysim SIM card’s PIN is pre-set to 0000. You will have to activate the PIN lock, enter the pre-set PIN and then choose your personal 4 digit PIN. For more instructions on how to do this, please check out your phone user guide or search for instructions on the web.
I entered the wrong pin and now my phone is locked. What do I do?
You will have 3 attempts to correctly enter your PIN code which is defaulted to ‘0000.’ If you see “Enter PUK Code” on the screen of the phone you will likely need to contact customer care on 1300 808 300 and ask for your unique PUK code. Please ensure you do not attempt to guess your PUK code as after 10 failed attempts your simcard will automatically stop working and you will need to buy a new SIM card. Once we have given you your PUK code, please keep it somewhere safe.
Voicemail
How do I set up voicemail?
Your voicemail should be automatically activated. If you want to make changes, just call 321 from your amaysim mobile and follow the instructions.
How do I change my voicemail PIN?
Just call 321 on your amaysim mobile and follow the instructions to change your pin.
Can I use Premium Voice on my amaysim account?
For your protection, Premium Voice is barred on your account.
