Help & FAQ
How can we help you?
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Setting up your device
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Recharge & billing
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Using and managing your service
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Technical Troubleshooting
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FAQs: Setting up your device
FAQs: Using and managing your service
Can I access my service using an App?
The ALDI Mobile Smartphone app is available for Android and iPhone.
If you have an Android phone, you will need operating system 4.1 or above, we do not support older versions of Android.
If you have an iPhone, you will need to have iOS 6.9 or later and the app is compatible with iPhone, iPad, and iPod touch.
Why hasn't my service ported/transferred to my new provider?
It’s best to contact your new provider to check on the status of your transfer as they initiate the request.
If your service provider states they’ve initiated the request and are waiting on us, please contact us so we can investigate.
What happens if one of my Family Plan Users leaves ALDI Mobile or recharges with a different type of Pack?
If one of your Users leaves ALDI Mobile, the Family Plan will remain intact and the remaining services will continue to use the plan inclusions. It’s not possible for a User to recharge with another plan while they are a Family Plan member.
How do I list my number in White Pages?
If you would like your ALDI Mobile number listed in the phone directory (White Pages®) please contact our customer care team, and we can submit the request on your behalf.
For any business related White Pages® enquiries, you can contact White Pages® directly on 1800 810 211.
White Pages® is a registered trademark of Telstra Corporation, and is not affiliated with ALDI Mobile.
What happens to my Family Plan if the Owner service leaves ALDI Mobile or recharges with a different type of plan?
A Family Plan requires the Owners service to be maintained as part of the Family Plan.
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.
What do I do if I receive nuisance, harassing or life threatening calls?
It is illegal to use a telecommunications service to threaten or harass another person.
Life threatening calls
If you receive a life threatening call, you should call the police by dialling 000 immediately and report the matter to them.
Harassment calls
If you are receiving harassing/nuisance calls then you can contact us and request for a call trace be initiated. You will need to record the date and time.
It is important to note that private ID numbers can be traced, however ALDI Mobile, 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.
Please note: according to ACIF Code C525:2017, a Pattern of Unwelcome Communications means:
- ten or more Unwelcome Communications in a 24 hour period;
- three or more Unwelcome Communications that are spread over a period of more than 24 hours and less than 120 hours; or
- unwelcome Communications made at consistent and/or regular intervals
In either scenario listed, these patterns must be confirmed by the Supplier’s Communications Records.
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.
What will happen to the credit/value on my account when I port/transfer out?
Any credit on your account will be forfeited when you port out and we will not refund the value.
Can I check my Family Plan balance via the ALDI Mobile App?
You can use our app to check your account balance, recharge your Family Plan or even better, set it Auto Recharge on expiry. You can also check your Family Plan User’s PAYG balance and add more credit if needed.
Is there a size limit when I send or receive MMS messages?
The maximum MMS size is 2MB but it will depend on the receiving parties device and their network carrier when sending a message.
This applies to both standard and video MMS.
Where can I download the ALDI Mobile app?
iPhone Wi-Fi assist iOS9
iPhone have recently updated their operating system to include a new feature called Wi-Fi Assist.
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.
How can I change my Mobile Plan?
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 ALDI Mobile.
If you choose to change your plan, the change will happen immediately and any remaining inclusions (for calls and SMS) as well as any credit you have will be lost.
If you are eligible, your data rollover will remain with you. See here for more information on how data rollover works on Mobile Plans.
What do I do if my number has been transferred/ported without my approval?
Fraudulent mobile number porting happens when a scammer uses your name, address, date of birth, mobile number and account number to port your ALDI Mobile 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 2015 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.
How to tell your number has been ported
A sign that your number may have been ported is that you’ll be unable to make/receive calls, send/receive SMS or use data. Your phone may show ‘SOS only’ where the reception bars usually appear. 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
- Telephone us to see if your number has been ported and if so, complete a port reversal authority so we can transfer the service back to ALDI Mobile and into your name.
- When you call us, you can set up or change your phone PIN at the same time.
- Contact your bank to tell them what’s happened and to see if your accounts have been compromised. Advise them of any unauthorised transactions.
- Change your online passwords on your My ALDI Mobile account and all social media, banking, email and other important accounts.
- Let your family and close friends know to watch out for strange emails and messages sent from your account as scammers may try and obtain personal information from them to commit further fraud.
- Report the matter to the police assistance line on 131 444, Scamwatch and the Australian Cybercrime Online Reporting Network (ACORN).
- For identity fraud, you can contact IDCare.
- You will need to purchase a new SIM as we cannot reverse your number on to a previously activated SIM. Do not activate the new SIM.
eSIM
An eSIM is an embedded or electronic SIM card built into a mobile phone or device by the manufacturer and eliminates the need for a physical SIM card.
We do not currently support eSIM, however we may support it in the future.
Further updates regarding eSIM will be communicated to customers and posted on our website.
How do I change Ownership of a Users service on my Family Plan?
You will firstly need to remove the User from the Family Plan and then request a Change of Ownership request. To begin a Change of Ownership request, contact us on 1300 989 000.
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.
How does the shared data allowance work for Family Plan?
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.
The Owner can do this via the Family Plan dashboard in their online My ALDI Mobile account.
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.
How can I protect my device and personal information from fraud and identity theft?
Fraudulent activity using mobile devices can result in financial loss, negative credit ratings and emotional stress.
ALDI Mobile 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.
Here are some suggestions on some steps you can take to protect your identity and assets:
- Set up a phone PIN with us known only to you so we can quickly identify you when you call. Make sure the PIN cannot be easily linked to you or guessed by a third party.
- Use a passcode lock on your handset to prevent anyone else from being able to use your device and set it to auto-lock.
- Don;t store any PIN numbers, online passwords, access codes or similar on your device.
- Check your social media profiles on Facebook, Twitter and LinkedIn to ensure your mobile number is hidden from public viewing (remember to check resumes and work documents that are available online). Also, find out if your mobile number is listed online anywhere and have it taken down. You can do this by Googling your mobile number.
- Remove your birthdate from public view on social media. A scammer can work out your birthdate from photos of birthday celebrations, or a happy birthday message from a friend.
- Consider making up information for security questions; make up a best friend’s name or mother’s maiden name, first pet’s name. Remember a scammer can work out your birthdate from photos of birthday celebrations, or a happy birthday message from a friend. A scammer could also be someone known to you or known by someone close to you.
- Create strong passwords for all your online accounts and use different passwords for different accounts. If you have lots of online accounts, consider using a password manager. Do not share logon credentials and regularly change passwords.
- Wherever possible, use two step verification to login to your online accounts. Two step verification is when you are sent a verification code that needs to be entered before you can login to an account. The code is usually sent to a mobile number or email address.
- Scammers can gain personal information about you by stealing your physical mail so make sure you have a lock on your letter box and keep your home address offline. You can Google your address alongside your name to see if it is listed anywhere.
- Be security conscious on Facebook and online generally. Do not list your family’s names online anywhere; if you have connected them in your Facebook profile hide or delete these links. Hide your friends list from public view. If a scammer can see your friends list, they can then copy your Facebook profile to impersonate you, and then approach them using a fake profile. Carefully consider accepting a friend request from someone you don’t know and don’t accept an invite from someone you are already friends with on Facebook as it may be a fake profile.
- If you receive an unsolicited phone call and you’re unsure that the person is legitimate, obtain the callers full name and position then hang up and ring the company using their official contact details. Be wary of sharing sensitive information when answering an unsolicited call, email or message.
- Refrain from sharing personal, credit card and banking details via email and over the phone unless with a trusted source.
- Never respond to requests for personal or financial information in an unexpected email or pop up. If in doubt, call the organisation using the official contact details.
- Carefully check bank and credit card statements for unauthorised transactions.
- Consider setting up a credit file alert with a credit reporting agency.
- Install anti-virus software on your computer, tablet and smartphone to ensure your devices are protected from hackers. Regularly run anti-virus scans. Ensure that the software for your anti-virus and operating system are up to date.
- Use a spam filter to help block unsolicited email.
- Never return missed calls from an unknown number if a message hasn’t been left.
- If you receive recorded messages seeking money, advising that an arrest warrant has been issued against you or if it’s in a foreign language, do not return the call. Contact the organisation directly using their official contact details.
- Consider blocking numbers on your handset if you’re receiving unsolicited calls repeatedly from them.
Can a Family Plan User have their own voicemail?
Yes, voicemail is a feature of each service and can be maintained via the handset.
Do my Family Plan Users have their own online account?
No, only the Owner has a My ALDI Mobile online account. A User will not get their own login.
I'm receiving unwanted marketing and spam calls or SMS messages, what do I do?
Marketing Calls
If you are receiving unwanted marketing calls, you should ask the caller to stop calling you and remove you from their database.
You can also consider enrolling in the Do Not Call Register at https://www.donotcall.gov.au/
Marketing SMS or Spam SMS
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.
If the activity continues, you should refer to the ACMA or report the matter to The Australian Communications and Media Authority.
Please note that ALDI Mobile is not able to prevent these calls or SMS messages from taking place, you will need to follow the avenues above.
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