Help & FAQs

How can we help you?

How do I set up an ALDImobile service?

Purchase your Starter Pack
Our full range of Starter Packs are available to order online or you can pick up a $5, $15 Mobile Plan or $25 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 ALDImobile, 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 https://aldimobile.com.au/choose-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.

Transferring your existing number is easy.

You'll need to supply the name of your current provider, your account number (for a post-paid/contract account) and the date of birth that is on the account.

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:

    • 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

    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 (AEST) and 10am to 6pm Saturdays (AEST).

    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 ALDImobile when you are ready for your service to move over.

    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 ALDImobile 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

      If you have just activated a new ALDImobile SIM card, or ported your number to ALDImobile, 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

      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: WAP 2.0

      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 ALDimobile 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.

      The Telecommunications (Service Provider – Identity Checks for Prepaid Mobile Carriage Services) Determination 2017 is a regulation that requires ALDImobile 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.

      To activate your ALDImobile service online, click Activate on our website. 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.

      When you activate your ALDImobile 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.

      If you’d like to transfer (port) your number to ALDImobile, 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.

      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.

      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.

      If we've been unable to verify your identity electronically and you do not wish to provide your payment card details, we will not be able to activate your service. This is in accordance with the Telecommunications (Service Provider - Identity Checks for Prepaid Mobile Carriage Services) Determination 2017.

      You can refer to our Identity Verification Policy on our legals page.

      If we have sent you a new SIM card and you need to transfer your service on to it, log into your MyALDImobile account, head to SIM replacement in the Manage Account section and follow the simple steps.

      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 ALDImobile 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

        If you submit a request to port your number outside of the hours list above, we will attempt to process the porting of your number to ALDImobile, however, we cannot guarantee that it will be processed by your carrier until the next business day.

        Note: mobile porting may be affected by public holidays where there is either no porting or reduced porting hours (10:00-18:00).

        There are no charges for porting to ALDImobile

        It’s not possible to choose your number when activating an ALDImobile service.

        We're here to protect your mobile service.

        Unauthorised transfers of mobile numbers between Telcos are rising and may lead to fraud and identity theft. To protect you, we've implemented a process to verify number ownership prior to the transfer. This involves sending a code to the number you're transferring which must be confirmed by you before the transfer can proceed. This is the safest, quickest and easiest way to transfer your number and why you should only activate when you have your phone.

        We can't send the code to another phone number or an email address as we need to verify that you, as the owner of that service, are the only person authorising the transfer.

        By law, we're required to confirm your identity when activating a mobile service. We'll verify the ID details you provide against the database of the issuing Government body. If the details don't match exactly, the verification will fail and we'll need to identify you in another way.

        The alternative method of verifying your identity is by confirming that you hold an account with a financial institution. You’ll need to provide details of a credit or debit card in your name and we’ll seek authorisation for $1.

        Nothing will be debited from your account and the $1 authorisation will drop off your account in around 5 days.

        If you want to find out more information about the legislation you can visit this website or contact the ACMA.

        You can refer to our Identity Verification Policy on our legals page.

        Unfortunately not, as soon as you submit your SIM activation with a request to port/transfer your number, the process commences straight away.

        In accordance with ACMA Legislation, we can only accept instructions to transfer or port a number from the person currently maintaining the service. This means that any service to be transferred into a Family Plan, must be in the same name of the Owner.

        If you wish to transfer a service in another name into a Family Plan, the current owner will need to transfer this service to us and you can then invite them into the plan.

        If you have any stored messages on your SIM or any voicemails saved, these will not be transferred. Make a note of them or save them using the backup function on your handset.

        Any phone numbers/contacts stored on your SIM will need to be saved into your Mobile’s phone book before the number is ported, as these will be lost during the porting process. Some 3rd party SMS services such as ring tone subscriptions will continue after you have ported your number. Should you wish to stop these, please check with the 3rd party operator on how to do it.

        There are a limited number of the 1 Year Super Packs available in store. If your store has run out of the pack, you can try to go to another store. 

        If you are on a Pay As You Go plan, data is deducted from your available credit balance. When you run out of of credit, you'll need to recharge to access calls, data and SMS.

        If you have a Mobile Plan, Data Plan, Family Plan or Super Pack, data will be deducted from any included data allowance and rollover balance until it is fully depleted or expires. Once this happens, data will be charged at 5c per MB and will be deducted from your Pay As You Go credit balance. If you don't have any/sufficient PAYG , you won’t have any access to data and will need to add a Data Top Up to your Mobile Plan, Family Plan or Super Pack or recharge your Data Plan.

        If your number still has not ported to us within this time, please contact us on 1300 989 000 and we’ll investigate.

        There is no way to stop or cancel a port once it has been actioned but you can request a reversal from the new provider once it’s completed.

        If your ALDImobile service has been ported to another service provider, complete and return a port reversal request form and we’ll endeavour to get your service returned to us.

        No, there’s no charge for these diversions

        The most common reason why porting fails is due to a mismatch between the information provided to us and that held by your current provider.

        We check the following when porting:

        1. Mobile number
        2. Date of birth
        3. If on post-paid, the account number

        We recommend you check the details with your current provider and verify that your number is still connected and active as we cannot port a disconnected number.
        Once you've done this, you'll need to start your activation over again.

        For further assistance, please call us on 1300 989 000 or send us an eSupport ticket when logged into your ALDImobile account.

        Each Family Plan will have an Owner. This service is the master service which needs to remain set up on the Family Plan for it to work. In addition to the Owners service a Family Plan can have up to a maximum of 3 additional User services.

        Typical mobile porting usually completes in under 3 hours, but can take up to 2 days to complete (not including Sundays).

        If your service has taken longer than 1-2 days to complete, please raise an e-Support query via My ALDImobile section of our website, or contact our customer service team.

        We’re sorry to lose you as a customer but if you’ve decided to leave us, please contact your new provider to arrange the transfer of your service. They will need your mobile service number and date of birth but it’s best to check with them in case they have additional requirements.

        1. First of all, they will need to transfer their service to ALDImobile in their own name.
        2. Once that step is complete, the Family Pack Owner can invite them to join the Family Plan
        3. Upon acceptance, an automatic change of Ownership will occur, transferring the service into the Owner's name.

        To join ALDImobile, you can either:

        • Buy your SIM Pack and re-charge vouchers in-store
        • Buy your SIM pack online

        Once you have your SIM pack, you can activate it online.

        It can take up to 2 business days although most ports/number transfers are completed on the same day.

        No, all services on a Family Plan have to be set up on the same account.

        As a minimum, your device must be compatible with 3G 850Mhz to use ALDImobile. All calls will be made and received on this frequency as Voice over 4G or LTE (VoLTE) is not possible.

        To take advantage of 4G for data/MMS/SMS, ensure it’s compatible with 700, 900*, 1800, 2100*, 2600* MHz *supported in limited locations only.

        If you are unsure about the compatibility of your device, the best place to check is in the user guide that was supplied when you purchased the device or with the handset manufacturer directly.

        In accordance with ACMA Legislation, we can only accept instructions to transfer a number from the person currently maintaining the service. As you are establishing this Family Plan in your name, any service you wish to transfer to us must be in your name.

        If you wish to transfer a service in another name into your Family Plan, the current owner will need to transfer this service to us and then you can invite them into the pack.

        If you are an Australian resident you can provide either your driver's license information, or your Medicare card information to enable us to verify your identity.

        If you are not an Australian resident, you can provide your passport information instead.

        Once you have set up a Family Plan with an Owner service, you can use the "invite service" function on the Family Plan dashboard to invite other ALDImobile services to join the Family Plan. Invitations will be sent to the other customer's ALDImobile online account for their action, however no notification will be sent to them.

        This will change the Ownership of those services into the Owner's name so the original account holder will need to accept the invitation by logging on to their My ALDImobile online account and agree to transfer ownership of their service. Once this is agreed to, the service will move to the Owners account and will be added to the Family Plan. Any current Packs on that service will be cancelled and value forfeited. Unused data will not rollover but PAYG credit will transferred and will remain on the service.

        You will forfeit any remaining inclusions on your Plan when you join a Family Plan but your PAYG balance will be maintained.

        If you cannot see the option to recharge with a Mobile Plan, this is because your service is expired.

        You will need to recharge your service with Pay As You Go credit to re-actviate your service; you can then use the PAYG credit to convert it to a Mobile Plan. Please note that you will have to wait for your Pay As You Go recharge to complete before you are able to convert your credit. We'll send you an SMS once the recharge is complete and then you'll know you are able to use the credit to purchase a Mobile Plan.

        If your service has been expired for more than 90 days, you may not be able to re-activate your service, so please make sure you do not allow your service to expire.

        A Family Plan can only be set up on one single account. The account holder (Owner) is legally and financially responsible for all services on the Family Plan and all services will be in that persons name.

        If you accept an invitation to join a Family Plan on another account you will first need to agree to transfer Ownership of your service to the account holder/Owner for the Family Plan you wish to join.

        Once you accept the invitation, your service will be moved to the Family Plan Owners account and you relinquish your owenrrship of the service.

        Any current Plans or Packs you have on your service will be cancelled and value forfeited when you acept the invite and will not be refunded, so make sure you are ready to move to the Family Plan on the new account. Unused data will not rollover but PAYG credit will transferred and will remain on the service.

        Once you have set up a Family Plan on an Owners service, you can add up to a maximum of 3 additional Users at any time. When a User successfully joins the Family Pack they will have access to the calls, SMS and data available for that Family Plan until the current expiry date.

        You can use an ALDImobile SIM card in any handset so long as it is compatible with the 3G 850MHz frequency. If you have a 4G handset, please make sure that your phone is compatible with ALDImobile’s 3G frequency as voice over LTE (VoLTE) is not supported and calls will be made through 3G.

        Yes you can if you are the Owner.

          1. You will need to login to your My ALDImobile account online and then go to the Family Plan Dashboard.
          2. You will see the Users service number, and a button that says 'Remove User', click this and the User will be removed from the Family Plan.
          3. The service will remain on the account under the Owners name and can then be recharged with a Plan, it can also be re-added to the Family Plan.

          You should follow these steps if you want to recharge a User service with a different type of Plan to the Family Plan.

          ALDImobile does not provide refunds on recharges or Plans that have been purchased.

          If you have purchased the incorrect Mobile Plan, you can refer to this help article.

          If you cancel your service or move to a different provider, you will forfeit any remaining credit you have.

          My auto recharge failed, what do I do?

          If you've received an SMS advising that your auto recharge has failed, here's what you need to do:

            • Log in to your account online or App
            • Check that your payment details are correct and that for a credit/debit card, it hasn't expired
            • Try recharging your service and if successful, enable auto recharge
            • If the recharge is declined, check your bank balance/contact your bank to ask why the payment wasn't successful

            Recharge your ALDImobile in the following ways:

            • Purchase a recharge voucher from any ALDI store and use the voucher code to recharge
            • Using a credit card or PayPal, you can recharge:
              • Online here
              • Using the ALDImobile App
              • By SMS using the plan name (PAYG only)

            Auto recharge automatically recharges the same Mobile Plan, Family Plan, Data Plan or Super Pack when it expires. We'll send you an SMS and email to let you know we've renewed your plan.

            You must have Visa Card, Mastercard or PayPal stored on your account and you can add this online or via our App. You can also enable/disable auto-recharge there.

            Sometimes there's a delay between when your old plan expires and the new one is added so you'll need to have PAYG credit to use your mobile during this period. In these circumstances, all charges are valid and we will not refund the credit you have used.

            There are two ways you can recharge via SMS:

            1. Using a recharge voucher purchased in store
            2. Using payment details stored on your account (see below)

            SMS Recharge using voucher purchased in store

            From your handset, SMS the word code followed by a space and then the voucher number to 590

            Example:

            "code 1234567890"

            We'll send you an SMS when this has been added to your service.

            SMS Recharge using payment details stored on your account

            From your handset, SMS the words Recharge followed by the PLAN NAME to 590. This method of recharge can only be used to recharge with Pay As You Go credit.

            Example:

            "Recharge PAYG15"

            Plan names that can be used to recharge by SMS:

            • PAYG15 = ALDImobile Pay As You Go 15 Plan
            • PAYG25 = ALDImobile Pay As You Go 25 Plan
            • PAYG35 = ALDImobile Pay As You Go 35 Plan

            We'll send you and SMS when this has been added to your service.

            You can enable auto recharge from the dashboard of your MyALDImobile online account or App once you have an active plan on your service.

            If you're asked to enter your credit card/payment details while recharging, no payment details are stored on your account. Add these in the manage account section of your online account/App and then you'll be able to recharge.

            You can recharge your Pay As You Go credit at any time. You can add the same plan, or change to a different plan at any time, however any existing plan credits you have will be forfeited. This may include accumulated rollover data.

            To remove current payment details:

            Log in to your My ALDImobile online account/App, click on the "Manage Account" menu button, select "Account Details" then "Payment Information". Click "Remove payment Method".

            To add new details:

            Click "Add payment details", enter the new card or PayPal information, click "Update Payment Details".

            If you're nominating PayPal, you’ll be redirected to their window where you'll need to enter your existing PayPal login details. Once verified, you'll be returned to your account.

            Option 1 – online through to the ALDImobile website

            You can add the voucher code during the SIM activation recharge step 4.
            Select the voucher option, enter the code and the plan will be added to your service when it activates.

            If you already have an active SIM and just want to apply the plan to your service, log in to your MyALDImobile online account, select recharge from the top menu and follow the prompts to recharge with voucher code.

            Option 2 – by using our app

            If you haven’t already download our app.

            Log in using your mobile number and password, select recharge from the dashboard then click on Quick Voucher Recharge.

            Option 3 – by SMS (for existing services only)

            From your handset, SMS the word code followed by a space and then the voucher number to 590

            Example:

            "code 1234567890"

            Option 4 – Over the phone

            Call 2534 (ALDI) from your ALDImobile (it’s a free call) or 1300 989 000 from any other phone (normal charges apply). Follow the prompts, enter your voucher number when requested and the plan will be applied to your service.

            We’ll  send you an SMS once your voucher has been applied to your service so you’ll know when it’s ready to use.

             

            If you've used all the data included with your plan, data will be charged from your PAYG balance at a rate of 5c per MB (depleted in 1KB blocks). Here's how to avoid that.

            Data Plans

            You can add another Data Plan at any time. If you add a new plan before you have depleted all of your current plan data, you'll override the remaining data credits unless rollover applies.

            Mobile Plans

            Purchase a 1GB Data Top Up for $10 or 3GB for $15 up to a maximum of 40GB above your included data allowance at any one time per 30 day period.

            Any data you add will expire at the same time as your Mobile Plan. Rollover may apply to unused data.

            You could add another Mobile Plan but this will override your existing plan and you will lose any remaining call credits and unused data, unless data rollover applies.

            Super Pack

            Purchase 3GB of data for $15, 20GB for $30 or 70GB for $60 at any time up to a maximum of 200GB above your included data allowance. Data Top Ups expire at the same time as your Super Pack and any unused data may qualify for rollover.

            Family Plan

            Add a Family Plan 3GB Data Top Up for $15 to the Owners service at any time via our website. The data will be added to your shared available data and will expire when your Family Plan expires. You can add data up to a maximum of 40GB above your included data allowance at any one time per validity period.

            If you add a Mobile Plan, Data Plan or another 1 Year Super Pack whilst you have an active 1 Year Super Pack, you will forfeit any remaining credits and we will not reinstate them or refund the value to you. If you add a 1 Year Super Pack whilst you have an active 1 Year Super Pack you will forfeit any remaining credits but remaining data will rollover as long as you add a Super Pack of the same or higher value.

            Please make sure you read all of the information about our plans on our plans page and take note of the warnings presented to you when you purchase.

            If you are looking to add extra data to your service, you can add a 3GB, 20GB or 50GB Data add-on to your 1 Year Super Pack.

            If you want to make calls or send video MMS that are not included in the 1 Year Super Pack, then you can add Pay As You Go credit for these other call types.

            In store you can purchase a Starter Pack or PAYG Recharge Vouchers using cash/EFTPOS or  ALDI gift cards. MasterCard and Visa are also accepted however there is a 0.5% surcharge on all credit card purchases to cover the cost of the service.

            On our website, Visa, MasterCard and PayPal are accepted.

            You can only purchase one of our discontinued plans if it was your last recharge.

            If you want to save your pack data for later, have a data hungry session looming or have used up all of your included data, you can add a 3GB Data Top Up for $15, 20GB for $30 or 70GB for $60 at any time.

            All Super Pack Data Top Ups give you additional data to use right up until your Super Pack expires or the data is depleted, whichever comes first. There is no limit to the number of Data Top Ups you can add during the validity of your Super Pack however you can only have a maximum data at any time of 200GB above the included data allowance.

            Data Top Ups will be added to your data balance at time of purchase. Unused Data may qualify for rollover

            You will be able to see the option to purchase the Data Top Ups by visiting our website and logging in, or by using the ALDImobile App.

            Please note - You cannot purchase a Data Top Up over the phone on our automated phone recharge service, it can only be purchased online, via the mobile app or by speaking with one of our customer agents.

            This pack was available for purchase online or via App for new customers from 11 September to 11 October 2019. Existing Super Pack customers can recharge with this pack at any time. 

            Recharge each 30 days using your stored payment details by logging into My ALDImobile via the ALDImobile website. Recharge via the mobile App is not available at the moment.

            Better still, enable auto recharge via your My ALDImobile online account and we’ll take care of it for you.

            When logged into your My ALDImobile account, select the service you wish to add PAYG credit to and then select the PAYG recharge option. SMS recharge is not available.

            You can view your transaction history including previous re-charge (top up) transactions via your My ALDImobile online account, log in via our website.

            A User can only recharge the Family Plan if they have been given access to your MyALDImobile online account and you should nominate them as a secondary contact beforehand.

            The quickest way to get this sorted is to call us. You’ll need to tell us the control number from your voucher so we can assist.

            You can use your PAYG credit in full or part payment of a Mobile or Data Plan via your MyALDImobile online account or App. Simply nominate the amount of PAYG credit you'd like to use and the remaining balance can be paid using your stored payment method.

            If you have a Family Plan and you need some extra data, you can purchase a Data Top Up at any time. It means that you can buy extra data at great rates if you need it, without paying upfront for something you don’t need.

            You can add 3GB of data for $15 up to a maximum of 40GB above your included data allowance at any one time. Remember that any Data Top Up you purchase will expire at the same time as your Family Plan but may be eligible for rollover if the rollover criteria is met.

            Remember, that the data you add to your Family Plan by purchasing a Data Top Up will be shared across all of the services on the Family Plan (subject to any limits the Owner may have set).

            If you want to recharge a User service with something other than PAYG credit, follow these steps:

            1. First of all you need to remove the User service from the Family Plan; simply head to your Family Plan dashboard and you'll see a button that says "Remove User".
            2. Once you select to remove the User from the Family Plan, the service should update in approximately 5 minutes but can sometimes take longer.
            3. Once you have removed the User service, you can recharge with another plan.

            If you add a Data Plan whilst you have an active Mobile Plan on your service, you will override that Mobile Plan and any existing credits will be lost. You cannot have a Mobile Plan and a Data Plan added to your service at the same time.

            Data Top Ups can be added to Mobile Plans, Family Plans and Super Packs to give you extra data when you need it, without paying upfront for something you might not need.

            Mobile Plans and Family Plans

            You can have a maximum of 40GB in Data Top Up at any time during each 30 day validity period. Any unused data will rollover if criteria is met.

            Super Pack

            You can add up to 200GB above the included data allowance at any one time. The additional data will expire at the same time as your Super Pack and any unused data will rollover if criteria is met.

            If you have purchased a Mobile Plan, Family Plan or Super Pack, you can buy a Data Top Up at any time.

            For Mobile Plans and Super Packs - Data Top Ups can only be purchased online, via the mobile app or by speaking with one of our customer agents. You cannot purchase a Data Top Up over the phone on our automated phone recharge service.

            For Family Plan - You can only purchase a Data Top Up by logging into My ALDImobile via the ALDImobile website or by speaking with one of our customer agents. You cannot purchase a Data Top Up via the mobile app over the phone on our automated phone recharge service.

            Important - Remember that your Data Top Up will expire on the same day that your Mobile Plan, Family Plan or Super Pack expires or when the data is depleted, whichever comes first. So if your Pack expires tomorrow and you purchase a Data Top Up today; your Data Top Up will expire tomorrow as well. We'll remind you of how many days you have to use your Data Top Up when you purchase it.

            The Data Plans can be added to your service whenever you like (subject to our Acceptable Use Policy).

            Our Data Plans are not designed to replace an Internet connection and if you find you are using your data too quickly, this may not be the right plan for you.

            No, the Data Top Up will apply to the shared data allowance. You can adjust the data limits of the Users if necessary.

            Linking your PayPal account to your ALDImobile is easy through the payment information section of your My ALDImobile account or App.

            Simply select PayPal as your chosen method and you'll be redirected to their window to enter your PayPal account details. Once verified, you'll be returned to your ALDImobile account.

            How does data rollover work for Mobile Plans?

            Some of our Plans are eligible for rollover of your unused data allowance to your next recharge period. Check our Critical Information Summaries to confirm eligibility.

            Mobile Plans

            All your unused Mobile Plan data will rollover if:

              • You recharge within 24 hours of expiry with a Mobile Plan of the same or higher value;
              • Both Mobile Plans are eligible for Data Rollover (note: ALDImobile $10 Mobile Plan is not eligible for Data Rollover)

              The standard data allowance of your pack (including any Data Top Up) will be used before any rollover data.

              The APN Data Settings for ALDImobile are listed below:

              Combined Data and MMS setting

              Name: Mobile Data

              APN: mdata.net.au

              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: WAP 2.0

              MCC: 505

              MNC: 01

              Authentication: (blank)

              APN type: default,dun,supl,mms

              Only add these settings to your phone or device if the network settings aren't auto-detected.

              ALDImobile makes it easy to keep track of your balance

              1. The quickest and easiest way to check on the go, is by using the ALDImobile app.
              2. SMS the word balance to 590 from your ALDImobile handset.
              3. You can also log into your My ALDImobile account online.

                ALDImobile allows access to international roaming services using PAYG credit in some overseas countries.

                To find out more you can visit our roaming page. You can also view roaming rates on our legals page, and we have help articles to assist you if you need it.

                You should be aware that the use of your ALDImobile service outside of Australia may incur significantly higher charges than use of the service within Australia.

                You need to log into your My ALDImobile account through our website, click on the service that you want to activate roaming for, and click on ‘International Roaming’ in the shortcut menu.

                You will see the option to enable or disable roaming to allow your number to be used overseas (in selected countries).

                You should be aware that the use of your ALDImobile service outside of Australia may incur significantly higher charges than use of the service within Australia.

                You can see the countries where you can use international roaming on your ALDImobile service, the relevant charges and the providers on our legals page or by clicking here.

                To turn roaming off, simply log in to your account and update your roaming preference to set it to disabled.

                You should enable roaming at least 1 week before you depart to ensure your phone settings are updated and ready to use overseas.

                To disable diversions to voicemail (for when you miss a call), from your mobile handset, dial ## 002 # then press the call or send button.

                Yes you can! There are 2 possible ways you may be able to make calls and send SMS to international numbers from Australia.

                Using Pay As You Go credit

                As long as you have credit on a Pay As You Go plan, you can call and SMS international numbers. You can find out about our international call rates by clicking here.

                With selected Mobile Plans and our Family Plan

                 

                Our $25, $35, $45 or $55 Mobile Plan and Family Plan have unlimited standard calls and SMS to 15 countries plus an allowance of minutes and SMS to 35 other countries. Once you have used your included minutes and SMS to international countries, you will only be able to call/SMS those countries if you have Pay As You GO (PAYG) credit.

                If you wish to call/SMS international numbers that are not in the list of eligible international numbers, you'll need to have PAYG credit.

                You should visit the plans page to find out more about what is unlimited and included and you can view the list of eligible numbers and countries here.

                If you’re on the $15 Mobile Plan you will not be able to call international numbers unless you have PAYG credit.

                Setting a 4 digit Telephone PIN that’s known only to you is one way you can protect your service against unauthorised access and changes. It’s also the quickest and easiest way for us to identify you as we’ll ask for it each time you call.

                You can set and change your Telephone PIN in the account details section under Manage Account in your online account. Make sure the PIN cannot be easily linked to you or guessed by a third party.

                Read here about other ways you can protect your account.

                To take advantage of 4G for data/MMS/SMS, ensure it’s compatible with 700, 900*, 1800, 2100*, 2600* MHz *supported in limited locations only.

                MEDION Australia Pty Ltd. (ABN 58 106 611 330) under the brand name ALDImobile uses part of Telstra’s 4G and 3G mobile network. The mobile product of ALDImobile provides a 4G coverage footprint of 97.9% and a combined 4G and 3G coverage footprint of 98.8% of the Australian population covering 1.62 million square kilometers. 3G handsets will only receive 3G coverage.

                If you would like to check your coverage, click here

                The network capability of ALDImobile’s mobile solution has access to download speeds of up to 100Mbps on 4G across 97.9% of the population. 4G devices will enjoy typical download speeds of 2-50Mbps and upload speeds of 1 to 10 Mbps in 4G coverage areas. On 3G, typical download speeds are 1.1- 20Mbps across more than 85% of the population, 550kbps to 8Mbps across more than 95% of the population, and 550kbps to 3Mbps in remaining coverage areas reaching 98.8% of the population. Typical wireless packet data upload speeds on the 3G network are 300kbps to 3Mbps across more than 93% of the population and in remaining coverage areas 300kbps to1Mbps. End-user speeds will also vary due to factors such as device capabilities, location, distance from the base station, local terrain, user numbers, hardware and software configuration, download source/upload destination and network management measures.

                If you need your PUK code, log in to your My ALDImobile account through the website and send us an eSupport ticket.

                You can recover your password by clicking here and we'll send instructions to your registered email address. For the security of your account, we will no longer send instructions via SMS.

                If you don't have an email address recorded, call us to add one and we'll reset your password at the same time.

                The table below shows you how different call charges are billed and deducted from your credit.

                Standard charges

                cost

                All standard calls billed per minute
                Standard TXT (national) billed per 160 chararcters
                Data

                billed per 1KB charged at 5c/MB (PAYG rate)

                The equivalent rate per 1KB is $0.00005

                Call connection fee (national calls) No charge

                If your usage is not what you expected, you can find out more about why this might be here.

                If you've received an SMS or email that your service has expired or is about to, here's what you need to know:

                All ALDImobile services have a Pay As You Go 'base plan'. Whenever you recharge with a Mobile Plan, Data Plan, Family Plan, Super Pack or PAYG credit, your base plan expiry date is extended by 365 days. If you haven't recharged for 365 days, your service will expire. A Data Top Up will not extend your expire date.

                Your service expired less than 90 days

                You can still receive calls and SMS but can't make calls or send SMS. You can add PAYG, or a plan during this time to reactivate your base plan and service for a further 365 days.

                Service expired 90 days and less than 120 days

                You can't make or receive calls and SMS at this stage, but you can still add PAYG or a plan to reactivate your base plan and service.

                Service expired between 120 days and less than 180 days

                You still can't make or receive calls and SMS and if you want to continue to use ALDImobile, you will need to purchase a new SIM card and take the following action, depending on what you'd like to do.

                • If you want to obtain a new number, you can activate the SIM and request a new number online.
                • If you want to retain the existing, expired number, call us once you have purchased the SIM card and we'll take care of the reactivation for you. Do not activate the SIM card online.

                If your service expired 180 or more days

                Due to the lengthy period of time the service has been inactive, the number will have been returned to the original 'owning' Telco and we will not be able to recover it.

                If you want to change your name on your ALDImobile account, you’ll need to complete a Change of Account Name Request and return it to us with a copy of a supporting document. You can download the form by clicking on the link below.

                Change of Account Name

                If you want to change the owner of your account/transfer your service into someone else’s name, complete and return a Change of Ownership Request. You can download the form by clicking on the link below.

                Change of Ownership Form

                Call forwarding is managed from your handset so check your user manual or call the manufacturer for assistance. Our call centre cannot arrange diversions or forwarding on your behalf.

                If you set up call forwarding to an Australian number other than voicemail, you will need Pay As You Go (PAYG) credit. Call forwarding charges are higher than standard call charges and are not part of the standard inclusions in any of our packs. Find out more about our call charges on our legals page.

                Our $25, $35, $45 and $55 Mobile Plans include SMS and some call time to selected international numbers from Australia as follows;

                $25 Mobile Plan - 100 minutes, 50 SMS

                $35 Mobile Plan - 200 minutes, 50 SMS

                $45 Mobile Plan - 300 minutes, 50 SMS

                $55 Mobile Plan - 400 minutes, 50 SMS

                Important - Included international minutes and SMS are to eligible numbers and countries only. Calls to mobiles may not be included, you should take the time to review the list of eligible numbers and countries here.

                Call our team as soon as you can to have your phone and SIM blocked to prevent someone else from using your phone.

                If your mobile’s lost or stolen we can:

                  • Block the SIM card to prevent its use in any other phone.
                  • Block the handset to prevent it from being used with any SIM card.

                  There's no charge to have your mobile handset blocked and we’ll be able to lift the block if you find the handset, or have it returned to you. Just give us a call if you find your handset and we’ll assist you from there.

                  Whilst you are on our website, we would recommend that you log in to your my ALDImobile account and remove your credit card details immediately, this will ensure that no unauthorised recharges can take place whilst you are requesting the blocking of your SIM with us.

                  Any credit that has been used up until the time that you notify us of your lost or stolen handset cannot be replaced.

                  It is not possible to set up a call diversion/forwarding on your ALDImobile service to an international number.

                  When you activate iMessage, an international SMS will be sent to Apple at +447786205094. There's no charge to you for sending this and it will appear in your usage history.

                  You'll incur a data charge each time you send an iMessage. If you don't have a data allowance or sufficient PAYG credit, but you have an SMS allowance on your plan, you will be charged at the SMS rate instead. You'll also be charged for an SMS if the recipient is unable to receive iMessages.

                  In your iPhone settings, you can configure your device to "send as SMS" automatically when iMessage is unavailable and normal SMS charges (if applicable) will apply.

                  If you want to force a prompt for a PIN each time you retrieve a voicemail message, or to disable this feature please do the following:

                    • Dial 101 from your handset
                    • Press 3 to change your mailbox settings
                    • Press 1 to setup login options
                    • Press 2 to enable (or disable) pin skip options

                    If you get stuck, press * to return to the previous menu, press 0 for help.

                    Note: if you can’t remember your voicemail PIN and are unable to gain access to voicemail without your PIN, please contact customer care for assistance.

                    Once your ALDImobile service is de-activated (either through termination or by transferring to another provider) the SIM card that holds all the messages is not usable and won’t retain any voicemail messages.

                    If you re-activate your ALDImobile service, you will not be able to retrieve any of your old voicemail messages.

                    If you do not want to receive an SMS when you miss a call, you can turn this feature off. You will need to manually change this setting in your voicemail settings.

                    You can do this by dialling 101 and then follow the prompts:

                      • Go to the main menu
                      • Select "Voicemail settings" (option 3)
                      • Select "Change notification settings" (option 3)
                      • Select "SMS notification disable" (option 1)

                      You will get a message saying voicemail notification has been turned off.

                      If you’re receiving unwanted or nuisance calls or if you’d simply like a different number, call us and we’ll arrange this for you. You’ll be able to select a number from a short list randomly selected from our database.

                      You should bear in mind that roaming charges are considerably higher than usage within Australia. Where you do need to use your phone, try and limit your use to receiving/making calls and SMS and disable data use.

                      Turning on your data to check your e-mails, surf the internet, and get directions from your navigation app will use up your PAYG credit very quickly and should be avoided, try to connect to Wi-Fi spots where possible.

                      If you really need to use your data, make sure that you have any automatic application update settings turned off to avoid apps on your phone updating when roaming. This will help limit the data you use and you can turn it back on when you have finished roaming via your data settings.

                      Check your manufacturer’s operation manual to see how this can be done.

                      You can check your balance via our mobile app, via the My ALDmobile section of our website, or by sending the word balance via SMS to 590

                      If you’d like to check your usage history, login to your My ALDImobile section of our website.

                      Unused data will rollover continuously and without limit if you recharge onto another Family Plan before the plan expires or within 24 hours of expiry.

                      The standard data allowance of your Family Plan (icluding any data add-on) will be used before any rollover data.

                      If you change to a Mobile Plan or a Data Plan your unused data will not rollover.

                      Your SIM number is printed on your SIM card.

                      Your IMEI number will be marked on your phone behind the battery. You can also view your IMEI number by pressing *#06#.

                      The 1 Year Super Pack does not include international SMS or MMS, you also won't be able to send video MMS. If you would lie to be able to use your phone for these things, you'll need to add Pay As You Go credit to your service.

                      We do not currently support the iPhone visual voicemail function. We do not have any information on when this will be available as it is a carrier restriction that is outside of our control.

                      However, you can now use the voicemail button from your iPhone and this enables you to access your voicemail quickly.

                      When you send an SMS to 590 from your ALDImobile, this number is a short code for a full mobile number. The full length mobile number you are texting when you use the 590 service is 0466012123 and this is the number you will see when you check your usage. This service is free.

                      To access your voicemail, dial +61101 and follow the instructions. (You may need to hold down the 0 button on your phone to add a + sign to the number you need to dial).

                      We cannot guarantee that these shortcode numbers will work in every country, therefore if this does not work, you can try calling this alternative number +61418707105 instead.

                      Every single ALDImobile service has a Pay As You Go (PAYG) base plan. Your SIM automatically gives you a PAYG base plan when you activate it, giving you 365 days expiry and $5 credit.

                      If you want to use your phone casually, then Pay As You Go credit gives you 365 days expiry, you just choose how much you want to recharge. You can choose from $15, $25 or $35 recharge options, you can buy vouchers for these recharge options in store. You can view more information about PAYG here.

                      We have 4 Mobile Plans and 3 Data Plans to choose from and can be added to your Pay As You Go base plan to give you even more value for money.

                      Once the 30 day expiry period ends, your Mobile Plan and its remaining credits will expire and you will be left with your Pay As You Go base plan.

                      You can use the Pay As You Go plan in conjunction with a Mobile Plan or Data Plan as not all calls can be made using a Mobile Plan - for example international calls can only be made with Pay As You Go credit.

                      If you use a lot of data but only use calls and SMS a little bit, you could add a Data Plan and just use Pay As You Go credit occasionally when you need it.

                      If you recharge with Pay As You Go credit whilst you've got a Mobile Plan added, the credit is simply added to your main credit balance and the expiry period for the main credit balance is reset to 365 days. You can see your balance my logging into the website, or by using our Mobile app.

                      The ALDImobile prepaid service does not allow calls or SMS to 19/1900 numbers.

                      As with all of our Packs, the inclusions of the 1 Year Super Pack cannot be used whilst roaming. If you want to use your ALDImobile service overseas, you'll need to enable roaming on your service and add Pay As You Go credit to your service. You can find out more about roaming on our Roaming Information page.

                      Our $25, $35, $45, $55 Mobile Plan and Family Plan includes unlimited international calls from Australia to mobiles and landlines as well as unlimited SMS from Australia to 15 countries. Calls to mobiles and landlines or SMS to these countries will not reduce or affect your PAYG credit or included international minutes for other countries. You can view the list of eligible numbers and countries here.

                      Played messages - 7 days from when it was listened to.

                      Unplayed messages - 14 days then automatically deleted.

                      Generally there are three ways you can send an MMS, depending on your phone’s capabilities:

                      1. While you compose a message, you may insert a picture (either from your gallery or take a photo)
                      2. When you take a photo, you may have the option to send as MMS
                      3. When you browse your gallery, you may have the option to send the image as MMS

                      Note: if your phone has incorrect MMS settings applied, then you may have difficulty. See our APN settings article for more information.

                      Just enter the number #31# from your phone and press the green call icon on your phone. You can then make a call and your number will be withheld. There may also be settings in your phone that you can use to block your caller ID, please refer to your handset manual.

                      Super Packs are eligible for rollover of your unused data allowance to your next recharge period. Check our Critical Information Summaries to confirm eligibility.

                      Super Packs

                      All your unused Super Pack data will rollover if:

                        • You recharge within 24 hours of expiry with a Super Pack of the same or higher value;
                        • Both Super Packs are eligible for Data Rollover.

                        The standard data allowance of your pack (including any Data Top Up) will be used before any rollover data.

                        Yes! 4G is available internationally when you are roaming. Please note however that 4G Voice (VoLTE) is not available so calls will automatically default to 3G/2G where available. Voice calls will not be possible in 4G only areas.

                        To change your voicemail PIN

                        • Dial 101 from your handset
                        • Press 3 to change your mailbox settings
                        • Press 1 to setup login options
                        • Press 1 to change your PIN
                        • Enter your new PIN, then press hash (#)

                        the pin must be 6 digits

                        If you get stuck, press * to return to the previous menu, press 0 for help.

                        If you’re being prompted for a PIN on your phone, and you forgot your PIN, please contact our customer care team.

                        ALDImobile does not support the built-in-cellular features on the Apple or Samsung Watch. You can still pair the watch with your phone, but it will not have the cellular function enabled.

                        No, you are not charged for receiving a message.

                        Data Plans are eligible for rollover of your unused data allowance to your next recharge period. Check our Critical Information Summaries to confirm eligibility.

                        Your unused data will keep rolling over until you reach any limit applicable to the plan. The standard data allowance of your plan will be used before any rollover data.

                        Data Plans

                        Your unused Data Plan data will rollover up to a maximum of 30GB for the $95 Data Plan, 50GB for the $240 Data Plan and 100GB for the $365 Data Plan if:

                          • You recharge within 24 hours of expiry with a Data Plan of the same or higher data allowance;
                          • Both Data Plans are eligible for Data Rollover

                          Unused or accumulated data in excess of applicable limit will not be rolled over and will be forfeited.

                          Looking for one of our discontinued Data Plans? Check the details on their individual plan pages, $15 Data Plan, $30 Data Plan or $65 Data Plan.

                          Upgrading to a Smartphone

                          When you upgrade to a new Smartphone, you may find that it uses more data which will use up your credit faster.

                          If you don't need to use data on your phone, you can turn it off completely. You'll need to look for the settings to do this (look in your phones user guide for more information).

                          Control your data usage

                          Things such as weather and news apps can cause your phone to check regularly for updates, which can use your credit up quickly. You can prevent this from happening by closing down apps when you've finished using them, and by changing the settings so that your phone doesn't update as frequently. You will need to look at the user guide for your phone to find out how you do this for your specific handset.

                          More information

                          You can read some more information about controlling your data use here:

                            Due to containment measures announced by the Philippines Government, most of our staff in Manila are unable to get to work. We've initialised our back up Call Centre but we're still operating at reduced capacity which means that queue wait times might be longer than normal. We've also reduced our operating hours to 8:00am - 8:00pm AEST to make the most of the staff we have.

                            Many support functions can be performed online including recharging your service, replacing your SIM, activating a new service, adding more data and managing your account. Where possible please log in to My ALDImobile for self-service.

                            The answers to many frequently asked questions can also be searched in our FAQ section (tip: use keywords for better search results).

                            If you still need help, please log in to My ALDImobile and send us an e-support ticket, which can be found under Manage Account. Please note, due to the volume of inquiries there will be delays in getting back to you.

                            Thank you for your patience and understanding at these challenging times. We're all in this together and together we will all get through. Any updates to the situation will be posted in this section.

                            After your 1 Year Super Pack expires, you will be able to recharge with one of our packs that is available at that time, or you can recharge with Pay As You Go credit.

                            Bear in mind, you can add Pay As You Go credit to your service at any time should you need the credit for things not covered in your 1 Year Pack such as international calls for example.

                            The pack you purchased in store will have an expiry date on it, this is the date that the voucher must be activated by. After this date the voucher will not work.

                            Once you have used the voucher code to add the 1 Year Super Pack to your service, you will have 1 year to use it. Your 1 Year Super Pack expiry date will be shown in your balance which you can check online, through the mobile app and by SMS.

                            The Owner can set a User's data limit via the Family Plan dashboard in your online My ALDImobile account. On establishment, all User services default to "unallocated" which means they have unlimited access to data. Data limits can be set in increments of 0.5GB. Once a limit is set it will remain in place through each recharge unless removed or changed. To give a User unlimited access to data after limit has been allocated, enter 1000GB. A data limit of 0 means the User cannot access Family Plan data.

                            When a limit is in place, a User will not be able to consume more data from the Plan than their limit; any use above this limit will be deducted from the individual User’s PAYG balance. If they do not have PAYG credit, they will be unable to use data unless their limit is adjusted and there’s shared park data available.

                            It is important to remember a limit does not guarantee the User that data or give them priority. If all the data for the Family Plan has been consumed a User may not be able to use all of the data in their limit.

                            In order to prevent unauthorised access to your service, we suggest that you use a passcode lock with a time limit on your handset to prevent anyone else from being able to use your phone. You'll need to refer to your handbook manual for assistance on how to do this. Click here for more information on how you can further protect yourself and device.
                            A voicemail message can be up to 60 seconds in duration.

                            Your voicemail can hold a maximum of 10 messages. These messages are not related to your phone’s capacity, they are stored in the mobile network.

                            You will receive SMS warnings to tell you if you're nearing capacity.

                            You should check your messages regularly and delete any messages you’ve listened to in order to receive new voicemail messages.

                            Yes, you will be charged data roaming charges to receive both standard and video MMS. You’ll need to make sure you have PAYG credit available.

                            Here’s a guide to the approximate data consumption for each type of activity. These are based on typical file sizes and your usage may vary:

                            Activity

                            Approximate Data Consumption

                            Send or receive emails

                            0.5MB per email

                            Use the internet

                            1.5MB per page

                            Use social media without video

                            20MB per hour

                            Watch a video

                            9.5MB per minute

                            Watch a HD movie

                            3.75GB per movie

                            Listen to music

                            2.5MB per minute

                            Download an App or game

                            40 MB

                            To estimate your data usage, multiple the approximate data consumption for each activity by your use. Remember 1GB = 1024MB so make sure you use a common unit of measurement. Please note this is intended as a guide only and the figures stated are approximate

                            You can monitor your usage and balance by logging in to My ALDImobile or via the app. 

                            You can use the included data whenever you like throughout the year; therefore it is possible that you will use up all of the included data before the end of the year. In this scenario, you may need to purchase more data.

                            You will receive an SMS notification each time you use up 10% of the included data allowance to help you keep track of how much data you are using. You will also receive a notification at 85% of data usage.

                            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 ALDimobile 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.
                            You will need PAYG credit to access these services. PAYG credit cannot be shared by the services on the Family Plan so you will need to add PAYG credit to the specific service that you wish to use the additional services on.
                            The Family Plan dashboard is linked to the Owners account and can be accessed by logging in to My ALDImobile online; so only the Owner can access the dashboard. Owners and Users can also check their balance by sending 'balance' to 590.
                            The best way to contact us is by creating an eSupport ticket. You can easily do this by logging on to your online account and selecting eSupport ticket from the Manage Account menu. This will record your query against your service and we’ll respond to you via email.

                            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 ALDImobile is not able to prevent these calls or SMS messages from taking place, you will need to follow the avenues above.

                            No, only the Owner has a My ALDImobile online account. A User will not get their own login.
                            Yes, voicemail is a feature of each service and can be maintained via the handset.

                            Fraudulent activity using mobile devices can result in 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. Here are some suggestions on some steps you can take to protect your identity and assets:

                            1. 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.
                            2. Use a passcode lock on your handset to prevent anyone else from being able to use your device and set it to auto-lock.
                            3. Don;t store any PIN numbers, online passwords, access codes or similar on your device.
                            4. 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.
                            5. 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.
                            6. 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.
                            7. 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.
                            8. 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.
                            9. 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.
                            10. 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.
                            11. 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.
                            12. Refrain from sharing personal, credit card and banking details via email and over the phone unless with a trusted source.
                            13. 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.
                            14. Carefully check bank and credit card statements for unauthorised transactions.
                            15. Consider setting up a credit file alert with a credit reporting agency.
                            16. 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.
                            17. Use a spam filter to help block unsolicited email.
                            18. Never return missed calls from an unknown number if a message hasn’t been left.
                            19. 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.
                            20. Consider blocking numbers on your handset if you’re receiving unsolicited calls repeatedly from them.
                            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 ALDImobile 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.

                            You will firstly need to remove the User from the Family Plan and then complete, sign and send us a Change of Ownership request. 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.

                            An eSIM is an embedded or electronic SIM card built into a mobile phone or device by the manufacturer. It will replace the existing physical SIM and make it easier to switch to ALDImobile from your current Telco.

                            We may support eSIM, but we don’t have a date yet. Keep checking this site for updates.

                            Fraudulent mobile number porting happens when a scammer uses your name, address, date of birth, mobile number and account number to port your ALDImobile 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 ALDImobile 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 MyALDImobile 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.

                            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 ALDImobile. If you have an active plan on your service, your recharge will override this and the remaining inclusions or credit will be forfeited and not refunded.

                            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.

                            See our Mobile Apps page for details on where to download.

                            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.

                            At this stage you can only check your balance by logging into My ALDImobile via the ALDImobile website or by sending an SMS with the word "balance" to 590. Family Plan account balance information is not available on the My ALDImobile app.
                            Any credit on your account will be forfeited when you port out and we will not refund the value.

                            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 ALDImobile, 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:

                            1. ten or more Unwelcome Communications in a 24 hour period;
                            2. three or more Unwelcome Communications that are spread over a period of more than 24 hours and less than 120 hours; or
                            3. 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.

                            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.

                            If you would like your number listed in the phone directory (White Pages®) please contact our customer care team, and we can submit the request on your behalf.

                            White Pages®is a registered trademark of Telstra Corporation, and is not affiliated with ALDImobile.

                            The Family Plan will remain intact and the remaining services will be able to continue to use the Plan inclusions provided the Owners service remains on the Family Plan.

                            ALDImobile is aware of missed calls scams where some unscrupulous companies deliberately phone mobile numbers for a short time, meaning you usually miss the call, and feeling compelled to return the call, you may hear a pre-recorded message directing you to a 1900 number that is charged at an increased rate.

                            ALDImobile suggests you use caution when encountering any missed calls.

                            You can also visit The Australian Government’s ScamWatch website for more info on this scam.

                            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.

                            The ALDImobile 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.

                            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.

                            We’re aware of several organisations promoting ALDImobile 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 ALDImobile 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 ALDImobile 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 ALDImobile 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 ALDImobile. For your own protection against fraud, you should not let anyone use your personal details to activate a mobile service on your behalf.

                            Calls to some SENSIS numbers (1234, 12455, and 12456) are not available from ALDImobile. 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.

                            You can recover your password by clicking here.

                            We can send your password to your mobile phone via SMS or to your email address.

                            Or you can use the ‘forgot password’ feature in the app, and we'll send your password to your mobile via SMS

                            If you've decided the Family Plan no longer suits your needs, take the following steps to break/cancel the plan:

                            1. Wait until the Plan is about to expire so you can maximise the current month inclusions.
                            2. 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.
                            3. 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.
                            4. All the services will now be separate but still on your account and can be individually recharged.
                            5. 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.

                            We understand this is a difficult time so we want to 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.

                            Bereavement Assistance Request Form

                            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 rollover criteria is met.

                            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

                            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.

                            You can add an authorised contact by completing the authorised contact form on our website. You can also call us on 2534 from your ALDImobile (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.

                            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.

                            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.
                            Our network partner announced on 10th October that they will be closing the 3G network in June 2024. There’s nothing for you to do right now and we’ll be in contact well before the planned closure date. We’ll also post important information on our website help and FAQ page.
                            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.

                            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.

                            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.

                            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#
                            You will need to login to your My ALDImobile online account to accept an invitation and agree to transfer the ownership of your service. You cannot accept an invitation using the App.

                            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).

                            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 the My ALDImobile a section of our website or email to feedback@aldimobile.com.au

                            Call: 1300 989 000

                            Write to:

                            MEDIONmobile
                            Reply Paid 89495
                            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, you may be able to refer your case to the TIO – but please remember, the TIO is "an office of last resort" and we must be provided with an opportunity to resolve your complaint before they will become involved.

                            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

                            Scammers have added both SMS and email to their toolbox as a way to commit fraud. They may forge the sending email address and SMS number (known as spoofing) so the communication looks genuine and to trick you into providing personal and/or credit card details.

                            A common approach is to instill fear or loss like threatening to suspend your service or cancel credits unless you provide information. The information you supply can be used to swap your number on to another SIM, access your bank accounts and impersonate you to commit other types of fraud. Identity theft is an unfortunate reality.

                            You should always remain alert to the prospect of a scam and the need to protect your personal details.

                            We communicate with you via SMS and email and we may include a links to our website. We will never send you any communication asking you to update personal or payment details together with a link to your account.

                            You should only ever access your MyALDImobile account from our website home page or App and never in a link.

                            If you’re ever in doubt about whether a message is genuine, call us for help. If you believe you may have fallen victim to a scam, you should immediately change your online password and call us to suspend your service. You should also contact your Bank and other institutions where your mobile number is used to obtain a code to access an account (2 Factor Authentication).

                            Click here for some suggestions on protecting your device and personal information.

                            ALDImobile is aware of phone scams endeavouring to obtain money from you and or personal details which will be used to commit fraud by “stealing” your identity. These calls are sometimes recorded messages – often robotic sounding - advising that an amount of money/tax is owed or that an arrest warrant has been issued along with an instruction to take immediate action by returning the call. Note that the Australian Tax Office and Centrelink use these “robocalls” so if you have any doubt or concerns, do not return the call using the number in the message. Contact the organisation directly using their advertised phone number and if the call turns out to be a scam, you can report it to www.scamwatch.gov.au and block the caller using your handset. Also, you may receive messages in a foreign language. Do not return these calls as they may direct you to a chargeable phone service. If you regularly receive these, block the number on your handset.

                            If you’re experiencing financial difficulty, our pre-paid plans put you in total control. There’s no lock in contract, no risk of overspending and you have the option to change your plan at any time to suit your financial situation. There are no penalties for changing plans but if you have an active plan and switch to another, the remaining credit will be forfeited and will not be refunded.

                            You may wish to consider a Pay As You Go plan which offers flexible, casual rates and you pay only for what you use. This is ideal if you need to simply maintain your service for emergencies or for when your situation improves.

                            As long as your service remains active, you can call these numbers even if you have no credit:

                            Organisation Number Service
                            Emergency Services 000 Police, Ambulance, Fire
                            Beyond Blue 1300 224 636 Mental health support
                            Family Drug Support 1300 368 186 Drug and alcohol support for affected family and friends
                            Lifelilne 13 11 14 Crisis support, suiced prevention
                            Men's Line Australia 1300 789 978 Men's only counselling service
                            State Emergency Services 13 25 00 Storm, flood, hail, wind assistance
                            Suicide Call Back 1300 659 467 Counselling for people affected by suicide
                            1800 Respect 1800 737 732 Support for people impacted by sexual assault, domestic or family violence and abuse
                            Kids Help Line 1800 55 1800 Counselling for people aged 5 - 25 years old
                            National Disability Abuse and Neglect Hotline 1800 880 052 Reporting abuse and neglect of people with a disability
                            Veterans & Veterans Families Counselling Service 1800 011 046 Counselling for current and ex-serving Australian Defence Force members & families
                            Disabilitiy Directory Assistance 12 551 Directory assistance for disability services
                            Reverse Charges 12 550 Operator assistance service to connect calls and reverse change to receiving party
                            ALDImobile 2534

                             

                            You may wish to speak with a community financial counsellor on 1800 007 007 or seek assistance from the National Debt Helpline www.ndh.org.au. Community welfare organisations like St Vincent de Paul Society, Salvation Army and Anglicare may also assist.

                            We have a Financial Hardship policy if you need further assistance from us. This can be found in the legals section of our website.

                            If you’re in a situation where you need additional support, tell us your circumstances and how we can assist. We’ll do our best to help.
                            Firstly you should make sure that roaming is enabled on your service and then follow the steps in this help article.
                            We do not offer Priority Assistance, it’s available through Telstra for their customers who have a life threatening medical condition or whose life may be at risk if they don’t have a working landline. Contact them for more information.

                            You can appoint someone to act on your behalf.

                            An Advocate cannot change your account or services or access any account information unless you are present and agree. This means both of you must be present each time you call.

                            An Authorised Representative has the power to act on your behalf as if they were you. You can appoint an Authorised Representative with us over the phone or complete, sign and return our Authorised Contact Form.

                            We may also accept a person who holds an appropriate Power of Attorney or Guardianship Order as an Advocate or Authorised Representative. We will need to a copy of the document before we can deal with appointed person so we can determine the scope of the authority granted and may request a certified copy for our records.

                            We don’t sell equipment but if you require assistance with choosing a suitable device, we suggest you visit Accessible Telecoms or call them on 1800 029 904.

                            For information on the accessibility features of specific handsets, refer to the Global Accessibility Reporting Initiative website; www.gari.info/.

                            If you have an iPhone, visit the Apple accessibility site; www.apple.com/au/accessibility/.

                            If you have suggestions on how we can make our customer service, website or App more accessible, send us an eSupport from your online account or email us at feedback@aldimobile.com.au.

                            What should I do if I'm having problems with my service?

                            If you are having problems with your service, have a look at the possible solutions below before giving us a call. 

                            In the first instance try this – you’d be surprised how many issues this can solve!

                            • Turn your phone off and remove the SIM.
                            • Power the phone on so it reads “insert/no SIM” or similar
                            • Power off
                            • Reinsert your SIM and turn your phone back on.

                            Some other things to check are:

                            Has your service expired? Find out more about this here.

                            Do you have enough credit or allowance in your plan for the call or SMS you’re trying to make or send? Here's a reminder on how to check your balance. You can check your plan inclusions and exclusions in the Critical Information Summary

                            Can you still not make or receive calls even though your credit and plan are in order? This information might help.

                            Do you receive an error message when you try to send an SMS message, read this before giving us a call!

                            Have you locked your phone and need your PUK code to unlock it? Log in to your MyALDImobile online account, head to the manage account section and send us an eSupport request.

                            If you're not receiving calls, make sure you don't have a diversion set up. Search for "diversion" in our FAQs and follow the instructions to rule this out as the cause of the problem.

                             

                            Remember, you can view your usage in your My ALDImobile online account.

                            If you see charges from your PAYG credit when you have Mobile Plan, Data Plan, Family Plan or Super Pack on your service, check to see that it hasn't expired or that you haven't used all of the included value.

                            Data Charges

                            If you're using a Smart Phone here are some reasons why you might be consuming data and or burning through your PAYG credit quicker than you thought:

                            • Is your device being used as a hot spot by another device?
                            • Check which apps are using data from your handset
                            • Some apps regularly update their content like news and weather and this uses your data. Some podcast apps do the same. See if you can change the frequency or disable the updates (background app refresh), turn off the data to them, program to update via Wi-Fi only or deleted them if you don't use them often.
                            • Keeping your apps up to date with the latest version is a good idea but allowing them to update on mobile data isn't. Disable auto update via your handset settings and update them when you're on Wi-Fi.
                            • Apps like Facebook, Instagram and Twitter have the ability to auto-play videos, even when just scrolling past. Head to the app settings and turn off auto-play or if it allows, set it to play when on Wi-Fi only.
                            • If you use Dropbox, Google Photos or iCloud photos, these apps might be automatically backing up the photos as you go. Check your settings in the app and disable auto backup or set it to back up on Wi-Fi only.
                            • YouTube, Netflix and other video players are data hungry as you know. Switching to standard definition will save your data as will watching when on Wi-Fi.
                            • Just web browsing strains your data - any website you visit that has lots of rich content or scripts that run in the background will consume more data.
                            • Facetime uses around 3MB per minute so an hour chat will cost you 180MB.
                            • Music streaming uses around 150MB/hour.
                            • Using google maps for navigation can bee data hungry. See if you can download maps for offline use. Location services also uses data so consider turning this off.
                            • If you use an iPhone, turn off Wi-Fi assist as this feature automatically switches your device to mobile data when Wi-Fi is poor.

                            Call, SMS and MMS charges

                            Check your usage in your My ALDImobile account but bear in that it can be delayed by up to 24 - 48 hours. We can only investigate use that's recorded on your account.

                            There are 2 possible caused if you are having trouble sending an MMS message or if you cannot use data on your phone:

                            • Data is disabled on your phone. Check this in your settings.
                            • It's possible that your handset hasn't automatically detected the correct APN settings.

                            You can click here to find out how out what the APN settings should be. Different handsets have different settings so you may need to refer to your handset user guide for assistance on how to change these settings.
                            For customers with iPhones, you may be able to change your APN settings by going to: Settings > General > Cellular Data Network.
                            You can also view this article on the Apple support site. 

                            If you need a new SIM card because your current SIM is faulty, lost, stolen or it doesn’t fit your device, purchase a new SIM card for $5 online or from your local ALDI store

                            Once you receive your new SIM card, log into your MyALDImobile account, head to SIM replacement in the Manage Account section and follow the simple steps.

                            Once we process the transfer to your new SIM, the $5 credit will be applied to your account as well as any existing credit and plans that you have on your service.

                            Have you tried turning your phone off and back on again?

                            Sometimes phone handsets just need to be reset, by turning the handset off and back on again your handset will search for a signal.

                            Are you able to get a signal or coverage in other areas?

                            The mobile service is for use in a mobile capacity and is not a guaranteed service. There are some areas that do not have coverage. If you’re able to pick up coverage in other areas then your mobile is working, it just means that the area that you’re not getting a signal in is not covered by our network coverage.

                            Check that your handset is compatible

                            You can use an ALIDmobile SIM card in any network unlocked handset that is compatible with 3G 850Mhz and Mhz frequency. To take advantage of 4G for data/MMS/SMS, ensure it’s compatible with 700, 900*, 1800, 2100*, 2600* MHz *supported in limited locations only.
                            Check your handset user guide or the box that your handset came in for confirmation.

                            Check that your handset is not locked

                            If you have tried all of the above, you should check whether your handset is locked to another network. You can check this with your previous provider, or whoever you purchased the handset from.

                            iMessage does work with ALDImobile but it does not always set itself up properly. If it isn’t working you will need to set it up yourself.

                            You will need to do the following:

                            1. Disable iMessage under Settings/Messages
                            2. Dial *#5005*7672# and make a note of what the SMSC is set to at the moment
                            3. Dial **5005*7672*+61418706700# to set Telstra’s SMSC
                            4. Dial *#5005*7672# to make sure it changed
                            5. Enable iMessage under Settings/Messages
                            6. Dial **5005*7672*+61418706275# (or you won’t be able to send)
                            7. You may need to turn your phone off and back on again

                            You will be charged for changing these settings as you will be activating iMessage and an international text charge of 25c will apply.

                            In most instances, the settings above will fix any issues. However if you are still having problems, you should try again using the ALDImobile SMSC which is +61418706275. You will need to do the following:

                            1. Disable iMessage under Settings/Messages
                            2. Dial *#5005*7672# and make a note of what the SMSC is set to at the moment
                            3. Dial **5005*7672*+61418706275# to set ALDImobile's SMSC
                            4. Dial *#5005*7672# to make sure it changed
                            5. Enable iMessage under Settings/Messages
                            6. Dial **5005*7672*+61418706275# (or you won’t be able to send)
                            7. You may need to turn your phone off and back on again

                            Why am I getting an error message about my SIM card?

                            Firstly, make sure it is fitted properly in your device – an error message will show if the SIM card is not inserted correctly.
                            Next, try cleaning the SIM and the metal contacts with a dry cloth.

                            If these steps haven’t resolved the problem, we recommend replacing the SIM as it may be damaged or faulty. You can order a new SIM online or pick one up at an ALDI store.

                            You may need a replacement SIM if any of the following apply to you:

                            You got a new phone and your SIM card doesn't fit in it

                            You'll need to buy an ALDImobile tri-cut SIM which comes with all sizes of SIM card that you might need. Once you have the SIM card, you can process the SIM replacement yourself by logging in to your My ALDImobile account. Simply select 'SIM replacement' from the menu and enter the SIM number.

                            You lost your phone or it was stolen

                            It's a pain when you lose your phone, which is why we try to keep it pain free when you need to move your service to a replacement SIM card. If you called us to have your service suspended, then you'll need to call us back once you have your new SIM card so that we can process the SIM replacement for you. You won't be able to do this yourself through your My ALDImobile account as we will need to remove the suspension on your service first.

                            You have a faulty SIM

                            We might advise you that you need to replace your SIM card as part of our trouble shooting procedure. If you have got a new SIM card and want to transfer your service to it, you can either call our support team who will do this for you and make sure your phone is working, or you can process this yourself. If this fixes the issue, please be sure to give us a call and let us know, or 1 of our support team will be in touch to check with you.

                            Make sure that you are connected to our preferred operators when overseas. You can do this by putting your handset on auto network select. This will make the device choose the preferred operator.

                            If you are still unable to get a signal, you can try set your device to manual network select, then choose our roaming provider in the country you're in and try again. Check your manufacturer's operation manual on how to perform this function on your device.

                            If you're still unable to connect to our provider, you can try the following to "re-set" your SIM as follows:

                             

                              1. Turn your device off and remove the SIM
                              2. Power up your device and wait for a few minutes before powering off
                              3. Re-insert the SIM card and turn your device on
                              4. Try to manually/auto connect an ALDImobile roaming provider

                               

                              If you are still unable to obtain a signal or connect to our provider and need phone/data we suggest you purchase a local SIM as troubleshooting roaming incidents is a complex and sometimes lengthy process. It also needs to be done whilst you are in the country where you're having difficulty and time differences make this challenging.

                              The first thing to check is whether or not the number you are sending the SMS to has the Australian international country code (+61) before the number (+61400123456 for example). If the number is correct but you are still unable to send an SMS while roaming, you need to check your phone settings.

                              You can try to update the Short Message service centre (SMSC) number as this may be causing the issue.

                              You'll need to go to the messages settings in your phone (please refer to your manufacturers handset guide to check how to do this). Navigate to the settings screen, you will need to find where you can change the SMSC (it may be called "message centre" or similar).

                              If you can manually change the SMSC, change it to +61 418 706 275; you should then try to send another SMS.

                              Please note: you may not be able to do this on an iPhone

                              You need to make sure that you are using the international number format; it should be +61400123456 or +6101234567.

                              Numbers stored on your directory such as 0400123456, 0301234567 or 01234567 will not work, you must update the number to start with +61.

                              TIP: Before going overseas, save your friends and family telephone numbers in Australia with the “+61” format.

                              If your SIM is properly inserted into your phone, you have mobile signal on your phone, your service is active and has credit, we suggest you power your phone off and on again.

                              If you’re still having issues, a network message may explain why you’re having problems calling out.

                              If you’re stuck, feel free to contact our customer care.

                              By default, if your handset allows you to use data in Australia, it should be working in the country you are in, provided we allow roaming in that country.

                              Make sure your phone’s “mobile data” service is turned on. If it is turned on but you are still having issues, check your settings:

                              Go to the phone's settings and find the Access Point Names (APN) option, if you can add a new APN you should input the below settings:

                              Name: Mobile Data,

                              APN: mdata.net.au,

                              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: WAP 2.0, MCC: 505,

                              MNC: 01,

                              Authentication: (blank),

                              APN type:default,dun,supl,mms

                              You may have been using it more than usual or you may have been in an area with poor reception (your phone works harder to try and find a signal and this can use up more battery than usual).

                              You may also have applications running in the background, so even though you’re not actively using them, be sure to shut them down properly.

                              As a tip, try to let the battery run down completely before charging it up again.

                              We can only help support you with your mobile service.

                              If you purchased an iPhone 6s at an ALDI store on or after 22 August 2018, please call MEDION Australia on 1300 884 987.

                              If you are having an issue with a handset that you bought in an ALDI store prior to 22 August 2018, please get in touch with Tempo on
                              1300 886 649 and they will be able to assist.

                              If you have previously purchased a handset from another service provider, please ensure that it is unlocked and is compatible with ALDImobile. You handset needs to have 3G 850MHz to have full access to our services.

                              Have you tried turning your phone off and back on again?

                              Sometimes phone handsets just need to be reset, by turning the handset off and back on again your handset will search for a signal.

                              Are you able to get a signal or coverage in other areas?

                              Our network provides coverage to 98.5% of the population of Australia, but there’s still some areas that do not have coverage. If you’re able to pick up coverage in other areas then your mobile is working, it just means that the area that you’re not getting a signal in is not covered by our network coverage.

                              The mobile service is for use in a mobile capacity and is not a guaranteed service.

                              If you’re not able to get coverage in any area and you’ve turned your phone off and back on again please give us a call on 1300 989 000 and we’ll do our best to help out.

                              Sound quality can be affected by lots of different things. Tunnels or hills can affect reception, or you may be in an area with poor coverage. Check the signal strength on your phone's display – if it's low, try walking around. If you can hear an echo, make sure the phone's microphone is not covered by a finger, or a phone case.

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                              Contact Us

                              Are you an existing customer?

                              The quickest way for us to help you is to log in to your account and create an eSupport ticket.

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                              Call Us

                              Opening Hours (AEDT)
                              Monday to Sunday: 8:00am - 9:00pm

                              2534 (ALDI) Free for ALDImobile customers calling from their mobile.

                              Calling from Australia
                              1300 989 000 (Charges apply)

                              Calling from outside Australia
                              +61 3 9223 5590 (Charges apply)

                              If you need a translator, call 131 450 and ask them to call us on 1300 989 000.

                              If you need the assistance of the National Relay Service, here are their main contact numbers:

                            1. Speak and listen 1300 555 727
                            2. TTY 133 677
                            3. SMS Relay 0423 677 767