amaysim customers

COVID-19
supporting amaysim customers


update on COVID-19

Over the last few weeks, we’ve all had to make changes to our lifestyles as we transition into working and studying from home due to COVID-19. The Coronavirus (COVID-19) crisis has hit home and everyone has been affected in some way or another.

Here at amaysim our priority remains firmly focused on our people – which means our customers, and those who work for us.

On this page we’ve put together some information which may be relevant to you at this time.

    Government Initiatives

    amaysim continues to work with the Government to ensure our customers receive the assistance they are entitled to.

    Learn about the Federal Government’s programs. You may be entitled to additional support from your state government.

    Payment difficulties & financial hardship

    We know that the current environment is creating a lot of uncertainty.

    If you’re concerned about how you will pay your future bills, our financial hardship programs are here to support customers who are experiencing financial difficulties as a result of COVID-19.

    Check out the below links for further details and if you need a helping hand or had any additional questions, please reach out to us and we’ll be happy to assist.

    Mobile Hardship Information

    Energy Hardship Information


    supporting our mobile customers

    As the wider Australian community begins transitioning to new arrangements, such as working from home more frequently and practicing self-distancing measures, staying connected with the people that make you smile has never been more important.

    Whether it's messaging family overseas, or simply being able to tune in to your favourite Netflix series while on the couch, mobile phones remain the bread and butter of connectivity and our team is more determined than ever to do whatever it takes to keep you connected during this unusual period.

    This way you can remain focused on what matters most, which is the health and safety of yourself and all your loved ones.

    Connecting our customers with extra data

    The internet is a magical place at the best of times, however with the current climate, staying connected on your mobile so you can stream, browse and contact loved ones is obviously very important.

    Many of our mobile customers already have access to unlimited mobile data, however for our customers using $10, $20 or $30 UNLIMITED mobile plans, we’ll be providing extra data at no extra cost to help you stay connected during this time of change. It's honestly the least we could do.

    If you're a customer using one of these plans, keep your eyes out for an email to advise you on the details of your extra data.

    I received an email about extra data, is it legit?

    Yep you betcha.

    We understand the importance of staying connected on your mobile phone during this period and want to ensure our customers have plenty of data to stay connected with friends, family and of course your favourite content.

    If you've received an email and want to check your most up to date data balance, log on to My amaysim, or head to the main screen of the amaysim app.

    How can I contact friends and family overseas?

    Good question!

    Many of our mobile plans already include loads of International inclusions, making it easy for customers to call and text friends and family overseas.

    Our UNLIMITED plans include unlimited standard international talk and text to 19 countries, as well as unlimited standard international sms and mms to a further 13 countries.

    For our heavy data users, the UNLIMITED 45GB and UNLIMITED 60GB plans also include an additional 300 minutes of standard international calls to even more countries, to help you stay in touch with friends and family overseas.

    If you'd like to call a country outside these lists, check out our complete list of international call rates.

    using mobile data to make calls overseas

    As an alternative to making international calls, you also have the option to make voice calls through popular messaging apps, such as WhatsApp, Skype or Facebook messenger.

    This has become a very common method for people looking to touch base and connect with friends and family overseas, however, just be mindful that it will use data from your mobile plan to make the call if you're not connected to Wi-Fi.

    Payment difficulties & financial hardship

    We know that the current environment is creating a lot of uncertainty.

    If you’re concerned about how you will pay your future bills, amaysim is here to support you.

    Our financial hardship program is here to help customers who are experiencing financial difficulties as a result of COVID-19.

    find out more.


    supporting our energy customers

    As we transition to new routines that involve spending more time at home, it's very likely that many of us will increase the amount of energy we use around the home. This unfortunately means your energy bill may be higher than what you're used to paying.

    This makes it extra important to be mindful of your energy consumption as we adapt to this new way of living.

    To help you along this journey, we've curated a few guides to get you thinking about some simple ways to reduce your energy usage around the home.

    Energy saving guides

    Switching up your habits around the house can go a long way in reducing your overall energy consumption.

    Here are a few guides to get you started,

    Understanding your energy usage

    With more devices being used around the house, it’s important to understand how much energy is actually being used by the appliances around your home.

    Here's a few articles to help you out.

    Payment difficulties & financial hardship

    We know that the current environment is creating a lot of uncertainty.

    If you’re concerned about how you will pay your future bills, amaysim is here to support you.

    Our financial hardship program is here to help customers who are experiencing financial difficulties as a result of COVID-19.

    find out more.


    updates to our customer service

    Recent government restrictions imposed in the Philippines in response to COVID-19 have impacted the availability of our Customer Service Team based in Manila.

    These restrictions mean that our Customer Service Team are currently unable to respond to voice calls, however will be available via Email and Live Chat
    between the hours of 8am-6pm AEST on weekdays and 10am-5.30pm AEST on weekends.

    While we continue to facilitate and service as many customers as possible, we ask that you bear with us and remain patient as we do our best to resolve your queries. In the meantime, if you need a helping hand, check out the Help & Support section of our website, head to My amaysim or jump on the amaysim app to manage your account.

    How can I switch to a mobile plan with more data?

    There are no additional fees involved with plan changes at amaysim and you can change your plan at any point during an existing 28 day plan period.

    • If you’re moving to a mobile plan with more data (upgrading) before your current plan is due to renew, we'll move you over immediately and charge you the full amount of the new plan
    • If you’re requesting to move to a smaller plan with less data (downgrading), you’ll be switched to your new plan at the end of your current plan’s expiry period. You won't be charged until the day your new plan has kicked in

    If you've linked a payment method to your account, simply choose one of the following options to change your plan:

    • Swipe up from the bottom of the home screen in the amaysim app, select manage your plan and then change your plan;
    • Log in to My amaysim, head to Manage plan and select your new plan;

    How can I check how much data I have?

    Here are some quick and easy ways to check the balance of your mobile or data-only plan:

    What's the best way to contact you?

    Due to the recent government restrictions imposed in the Philippines in response to COVID-19 our Customer Service Team are currently unable to respond to voice calls, however, will be available between the hours of 8am-6pm AEST on weekdays and 10am-5.30pm AEST on weekends.

    If you need a helping hand with your amaysim account, we recommend checking out the Help section of our website for self-service guides and FAQs on managing your account.

    Generally speaking, you should be able to manage all your needs through My amaysim, or the amaysim app.

    If you end up getting stuck, give us a buzz on live chat or email and our team will do our best to assist, however just bear in mind that the wait times maybe a little longer than usual.

    check coverage in your area

    We use the Optus 4G Plus network. The Optus Network covers 98.5% of Aussies.

    amaysim app on iphone and android

    get the amaysim app

    Manage your amaysim mobile plan on the go.

    download the iphone app
    download the android app