ⓘ How to unblock your device
For devices that require a software update, we have an unblocking process in place. After your phone has been blocked, you can still update your software while connected to Wi-Fi. When you have updated your software to the latest version available, your phone will automatically be unblocked within 2-3 business days. On the third day, you will then need to restart your phone to connect to Australian mobile networks. The third business day may come into effect in the morning or afternoon depending on when the software update took place and the unblocking cycle commenced.
We are here to help. If you have updated your software and your phone is still blocked after 3 business days, call us on 1300 808 300.
NEED MORE HELP?
All you have to do is contact our Customer Service Team on 1300 808 300 if you're still unsure and need more help with ensuring you stay connected.
frequently asked questions
Where we have recognised that you are on an impacted phone, we will contact you via SMS and/or email.
Your device needs to be updated urgently to the latest software to ensure it can call Emergency Services. Until you have updated to the latest software your phone may have issues successfully making a call to Emergency Services. It is important you update the software by 1 February 2026.
Please do not test call Emergency Services. This is not an effective test of your device’s emergency calling capability.
Under the Emergency Call Service Determination, amaysim must notify customers once a device has been identified as unable to call Emergency Services at all times. The device must then be upgraded to the latest software or replaced, otherwise it will be blocked. Once blocked, you won’t be able to use it to make or receive calls (including Emergency Services calls).
Reach out to us on 1300 808 300 to discuss your options. We offer a range of devices to suit many needs and budgets, including low cost options.
Your device needs urgent software update to the latest software to ensure it can call Emergency Services, this may include Wi-Fi calling. Blocked devices will not be able to connect directly to Australian mobile networks for normal calls, WiFi calling or to send/receive SMS .
Differences in device software, firmware, and network compatibility can affect whether an emergency call connects successfully. Some devices don’t behave consistently under network stress or configuration changes, and this can vary depending on the phone’s country of origin, model, age and software version.
We conduct regular reviews of all devices connected to our network to verify emergency call compliance. We are working within the telecommunications industry to ensure rigorous device testing.