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: Getting started
Can I transfer my number if I'm still within a contract period?
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.
Do I have to have my identity verified again if I'm already a customer?
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.
Can I transfer my number onto an active service?
If you’d like to transfer (port) your number to ALDI Mobile, you must do so when you activate your service.
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.
Why is my SIM card delayed?
When you activate your ALDI Mobile 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 7-10 days. We appreciate your patience whilst we work to have your SIM card activated and apologise for any inconvenience.
How do I activate / register my ALDI Mobile service?
To activate your ALDI Mobile service online, click Activate on our website.
When activating your service, you will be required to provide ID information, so please ensure the details you use to activate your service match your details as they appear on your ID.
If you get stuck, you can call our customer care team on 1300 989 000.
If you’ve requested a new mobile number, your service will normally be activated in about 30 minutes time, however this can sometimes take longer. Find out more here.
If you’re transferring your number, the service changeover can take 24 to 48 hours and is subject to porting hours.
My activation order has been flagged suspended for identity check
The Telecommunications (Service Provider – Identity Checks for Prepaid Mobile Carriage Services) Determination 2017 is a regulation that requires ALDI Mobile to perform an identity check to verify all customers prior to the activation of their service.
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. We will seek authorisation for $1 to verify the account is active. 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.
How do I configure my phone for ALDI Mobile?
If you have just activated a new ALDI Mobile SIM card, or transferred your number to ALDI Mobile, you may find that your phone doesn't work with Data and/or SMS messages.
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.
Internet / data APN settings
The APN Data Settings for ALDI mobile are listed below: You will need your APN settings to be set to this for internet and MMS services.
|
Combined Data and MMS setting |
|---|
|
Name: Mobile Data |
|
APN: mdata.net.au (if this does not work, try telstra.internet) |
|
Proxy: (blank) |
|
Port: (blank) |
|
Username: (blank) |
|
Password: (blank) |
|
Server: (blank) |
|
MMSC: http://mmsc.mdata.net.au:8003 |
|
MMS proxy: 10.1.1.180 |
|
MMS port: 80 |
|
MMS Protocol: IPv4 or IPv4/IPv6 |
|
MCC: 505 |
|
MNC: 01 |
|
Authentication: (blank) |
|
APN type: default,dun,supl,mms |
Note: Only add these settings to your phone or device if the network settings aren't auto-detected.
SMSC details
The SMSC or Short Message Service Centre, is the number of the outgoing
"gateway" that your phone forwards SMS messages to for delivery.
The
SMSC for ALDI Mobile is: +61418706275
Note: your phone should
already be provisioned with the SMSC, so you should only need to apply this
number if your phone is not correctly sending SMS messages to the SMSC.
How long will it take to activate my new service?
New number
If you’ve requested a new mobile number, your service should be activated approximately 1 hour, but sometimes it can take longer, up to 4 hours in some circumstances and on rare occasions, 7-10 days. Find out more here.
We'll send you an SMS and an email to let you know that your SIM card activation is complete, so put your new SIM card into your handset, copy over your contacts and wait for the SMS from us.
Transferring your number
If you’re porting (transferring) your existing mobile number from another supplier, the service changeover can take 24 to 48 hours and is subject to ‘porting hours’.
The best thing to do is keep your old SIM card in your handset until it stops working, you will still be able to use your old SIM card until the port completes and your number moves to the ALDI Mobile network.
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.
Porting hours are:
- Monday-Friday: 08:00-20:00
- Saturday: 10:00-18:00
- Sunday: Closed
What are porting/number transfer hours?
These are the times that mobile service providers are obliged to process mobile ports, they affect all mobile providers industry wide.
Porting days are Monday to Friday 8am to 8pm and 10am to 6pm Saturdays (AEST/AEDT).
Sundays and most national public holidays are not porting days which means that a mobile service provider is not obliged to process a port request, however, some ports may still be processed outside of the normal porting hours.
We cannot guarantee when your port will, or will not, take place.
It is quite possible that a mobile port that is submitted outside of these hours could still be processed so you should only submit an order to port your number to ALDI Mobile when you are ready for your service to move over.
Can I transfer / port my existing number to ALDI Mobile?
Yes you can.
Transferring your existing number to ALDI Mobile is easy.
When you activate your ALDI Mobile SIM card one, you will be asked if you want to keep your number or get a new number - if you want to port your existing number select "Yes - keep my number".
You'll then need to enter in the number you want to transfer, tell us the name of your current provider and then, if the service you're porting is a post-paid service, provide us with your account number with that provider.
Note: If the number you're transferring is a prepaid number, you must leave the "account number" field blank.
To confirm that you're the owner of the number that's transferring, we'll send a unique code via SMS to it and you'll need to enter this into our website during the activation to authorise the transfer. This is a legal requirement.
How long does it take?
It can take up to 2 business days to complete, although most ports are completed on the same day, often within a few hours.
Porting hours apply so if you activate on a weekend, you may need to wait longer before the transfer completes.
On the day your number is due to be transferred, your old SIM card from your previous provider will stop working. When this happens, insert your new SIM card into your handset and wait for it to start working. This can take from 30 minutes up to 2 hours.
Things to remember:
- When providing us with your number details, you do not need to supply the account number with your current provider if the number you a transferring is a prepaid service
- Make a note of any important messages or voicemails on your old phone before the day of the transfer or save them using the backup functions available on your website.
- If you're on a post-paid plan, you need to check with your existing provider if exit or termination fees apply when porting out.
- You will not be able to port your number if it's been disconnected. Make sure you tell your current provider NOT to disconnect the number before or while porting.
- You'll need to be able to receive a SMS code to the number transferring
How do I set up an ALDI Mobile service?
Purchase your Starter Pack
Our full range of Starter Packs are available to order online or you can pick up a Mobile Plan Starter Pack in an ALDI store near you. If you can’t decide which plan to choose, a PAYG starter pack is what you need to get connected and you can add a plan when you’re ready.
Keep your mobile number or get a new one
If you you’re bringing your existing mobile number to ALDI Mobile, check with your current provider that there aren’t any fees or charges for leaving. If you’re on a contract or post-paid plan, we’ll need your account number to organise the transfer.
Activating your new service
Before getting started, make sure:
- You have your Driver’s Licence, Passport or Medicare card for ID
- That your phone is by your side if you’re transferring your number as we’ll
SMS you a code to verify that you own the number and authorise the transfer.
When you’re good to go:
- Head to aldimobile.com.au/activate
- Select “New Service, new customer”
- Enter the activation code in your Starter Pack
- Follow the simple online instructions
To get started on your Mobile, Data or Family Plan Starter Pack activation:
- Select “I have a voucher” in step 4 (the Recharge Option dropdown) and enter the voucher code received with your Starter Pack.
For $5 PAYG Starter Pack activation
Select “Pay with credit card or PayPal” and choose to add more PAYG credit or a plan to your service.
FAQs: Setting up your device
FAQs: Using and managing your service
How to make a complaint
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.
You can call, email or write to us.
Email: raise an e-Support ticket via My ALDI Mobile or from our complaints page.
Call: 1300 989 000
Write to:
ALDI Mobile Complaints,
PO Box 73,
CHATSWOOD, NSW 2067
AUSTRALIA
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 may be able to refer your case to the TIO.
Their contact details are:
- www.tio.com.au
- Phone: 1800 062 058
- Email tio@tio.com.au
- PO Box 276, Collins St West, Melbourne, VIC 8007
How do the call charges work on my Mobile Plans?
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.
Some of our Mobile Plans come with included minutes and SMS messages. 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 365 days).
How do I accept an invitation to join a Family Plan?
To accept an invitation to join a Family Plan will need to login to your My ALDI Mobile online account and agree to transfer the ownership of your service.
You cannot accept an invitation using the App.
How do I set up my phone to divert to voicemail or cancel the diversion?
Note: After entering each command, press dial/send on your handset to submit it.
| I want to: | Turn on | Turn off |
|---|---|---|
| Divert all my calls to voicemail without ringing | **21*101*10# | ##21**10# |
| Divert calls to voicemail when I don't answer them | **61*101*10# | ##61**10# |
| Change how many seconds my phone rings before diverting to voicemail | **61*101**(15, 20, 25, 30)# | - |
| Divert calls to voicemail when I'm on a call | **67*101*10# | ##67**10# |
| Divert calls to voicemail when my phone's out of reach/turned off | **62*101*10# | ##62**10# |
| Turn off all diversions and forwarding | - | #002# |
What happens to my credit if the Owners service leaves the Family Plan before it expires?
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.
Any unused data will be lost and cannot be recovered.
I added a Mobile Plan and have lost my Data Plan, what do I do?
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.
What happens to a Users service if I remove it from from a Family Plan?
If you remove a service from a Family Plan the user service will remain on the Owners account and in their name and you can recharge with another Plan, or use PAYG credit to access calls, SMS and data.
3G network closure
Our network partner has closed the 3G network to enhance services through expansion of advanced 4G and 5G networks, including VoLTE (Voice over LTE) technology for improved call quality.
Required device capabilities
To maintain service, your device must support:
Network bands:
- 4G: 700MHz (Band 28) for coverage
- 5G: 3.6GHz (Band n78) for 5G service
- VoLTE capability for all calls, including emergency services
Current impacts:
- All 3G-only devices are being blocked from the network
- Mobile phones without VoLTE emergency call capability, and data devices without 4G are losing service
- This affects all SIM-enabled devices including phones, tablets and connected devices
- Once blocked, devices cannot reconnect to any network services
Important notes:
- Additional network bands may be available for increased capacity, depending on location
- Service interruption may be immediate and without warning
- Immediate device upgrade required if you haven't already done so
For detailed information on checking your device's compatibility and upgrading options, visit aldimobile.com.au/pages/3g-shutdown
Domestic or Family Violence
If you’re facing domestic or family violence, we understand that having a mobile service is critical to you. Talk to us and we’ll do all we can to assist.
How do ALDI Mobile Data Plans work?
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.
You can also combine a Data Plan with Pay As You Go credit if you like to have mainly data on your mobile phone, but also want to be able to make calls and send SMS when you need to - simply use your Pay As You Go credit for the calls and SMS.
You cannot have a Data Plan and a Mobile Plan at the same time.
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.
Can I appoint a User to have full access to the Family Plan?
You can add an authorised contact by completing the authorised contact form in My ALDI Mobile.
You can also call us on 2534 from your ALDI Mobile (1300 989 000) 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.
I added the wrong Mobile Plan
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.
How do I enable or disable call waiting?
On most phones, you can manage call waiting in the call settings on your handset. If you can't, try the following commands:
Check call waiting status - *#43#, send/call
Enable call waiting - *43#, send/call
Seconds before call waiting diverts to voicemail - **61**101** (15, 20, 25, 30)#, call/send
Disable call waiting - #43#, send/call
How is data consumed on my 1 Year Super Pack?
Pack data, including any Data Top Ups, will be consumed before any rollover data.
This is because the Pack data has a maximum validity of 365 days, whereas rollover never expires as long as the rollover criteria is met.
What do I do if the account holder is deceased?
We understand this is a difficult time so we make this as simple as possible.
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.
Download our Bereavement Assistance request for instructions by clicking on the link below.
How do I cancel my Family Plan?
If you've decided the Family Plan no longer suits your needs, take the following steps to break/cancel the plan:
- Wait until the Plan is about to expire so you can maximise the current month inclusions.
- Access the Family Plan dashboard from your online account and remove each user. This will release them from the Plan but each service will stay in your name and on your account. Any PAYG credit will follow the service.
- Once all the Users have been successfully removed, you will then have the option to remove yourself as Owner. Your PAYG will also follow but remaining inclusions on the Family Plan will be forfeited and not refunded.
- All the services will now be separate but still on your account and can be individually recharged.
- If you want to change the name of and remove a service from your account, complete a Change of Owner form and return it to us.
I forgot my password to access the app, how do I reset it?
You can recover your password by clicking here.
You can also use the “forgot password” feature in the app or on the log in page for your online account.
Can I call SENSIS?
Calls to some SENSIS numbers (1234, 12455, and 12456) are not available from ALDI Mobile. If you attempt to call one of these numbers, you will not be connected and there will be no charge.
Calls to 1223 will still be available.
Can I use an ALDI Mobile SIM in Medical and personal alarms, property alarms, GPS and tracking devices?
We’re aware of several organisations promoting ALDI Mobile or including our SIMs for use in the above devices so we need to make you aware of some very important information.
Our service/SIM is suitable for use in mobile phones or tablets only and should not be used in alarms, medical alarms, GPS, tracking devices and the like. This use is prohibited in our Acceptable Use Policy and Terms and Conditions.
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.
Except for ALDI, we are not associated with any company suggesting or promoting ALDI Mobile or including our SIMs in devices for sale.
We do not recommend any of the products on third party websites or guarantee that our service will work, or that it’s suitable for use, in the devices advertised.
We have not approved any of the ALDI Mobile information on the websites or checked if it’s right. We don’t promise that any pricing or terms stated are current, will be available at any time in the future or that they will continue to be available specifically to that company.
We strongly advise against handing over your personal information - especially ID details - to a company to activate an ALDI Mobile service in your name. This breaches the Telecommunications Prepaid ID Determination and the Telecommunications Act. 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 ALDI Mobile. For your own protection against fraud, you should not let anyone use your personal details to activate a mobile service on your behalf.
How do I permanently block or unblock my phone number/caller ID when making a call?
If you want to permanently block your number from displaying when calling another party, enter *31# then press the green call icon on your handset.
To disable this and display your number again, enter #31# and press the green call icon.
You may also be able to do this through your handset settings.
Brazil +55
Canada +1
China +86
France +33
Germany +49
Hong Kong +852
India +91
Indonesia +62
Ireland +353
Israel +972
Japan +81
Malaysia +60
Mexico +52
New Zealand +64
Norway +47
Singapore +65
South Korea +82
Thailand +66
UK +44
USA +1
Andorra +376
Bangladesh +880
Belgium +32
Bulgaria +359
Chile +56
Cyprus +357
Denmark +45
French Guiana +594
Greece +30
Guam +1671
Hungary +36
Iceland +354
Italy +39
Luxembourg +352
Malta +356
Netherlands +31
Pakistan +92
Puerto Rico +1787 or +1939
Peru +51
Romania +40
Slovakia +421
South Africa +27
Spain +34
Sweden +46
Argentina +54
Poland +48
Portugal +351
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Taiwan +886
Turkey +90