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Activating your SIM if you're keeping your existing number
Last updated: 26/05/2021

*Note - if you opted to get a new felix number, head to this article: Activating your SIM if you're getting a new felix number


Yay! Your peachy SIM's arrived in the post. What now?


The short answer:


Your felix app knows when your SIM's arrived, so jump onto the app to be guided through your activation.


It's really important that you keep your previous provider's SIM in your phone until your switch is all done. You'll know when it's done when your previous provider's SIM goes goes into SOS mode.


The intricate details:


1. Log into the felix app with the same email you used to order your SIM, make sure to keep your old provider's SIM in your phone until your felix SIM is activated


2. Tap Verify Email and jump into your email app on your phone (not browser) and follow the prompts


3. Tap Add previous provider info > select pre-paid or post-paid, depending on what your previous plan was;


        - Pre paid > Enter the date of birth of the account holder > Confirm

        - Post-paid > Enter the Account ID from your previous provider > Confirm


4. Grab your peachy SIM card and tap Scan your felix SIM. Hover your camera still over the SIM bar code (outlined in red in picture below). Once your SIM is scanned, tap Activate. If you're having troubles with the scan, check here: My SIM scan isn't working




5. Tap Switch to felix > Start the switch > felix will then send you a text message to your old SIM card with a code to authenticate you > Reply to the text with the code.


If you successfully replied to our text, your switching process will now kick off. We'll let you know when it's done via email but the best indicator is that the service on your current SIM stops working. It usually takes a couple of hours. See: How long does it take to switch my number to felix? 

 

PS the flower seeds we sent you are just a little extra love to say welcome, we are also planting a tree for every month you're with us.

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Activating your SIM if you're getting a new felix number
Last updated: 24/11/2020

*Note - if you opted to switch your current number over to your felix subscription, head to this article: Activating if you're keeping your existing number


The short answer: 


Your felix app knows when your SIM's arrived, so jump onto the app to be guided through your activation.


It's really important that don't insert your felix SIM until you're activated. 


The intricate details:


1. Log into the felix app (if you don't have it, download it free here: https://felixmobile.com.au/app/)


2. Tap Verify Email and follow prompts in the app to authenticate your email


3. Grab your peachy SIM card and tap Activate your felix SIM. Hover your camera still over the SIM bar code (outlined in red in picture below) 


Once your SIM is scanned, wait a couple minutes for your activation to process and then you're good to go.



If you're having troubles with the scan, check here: My SIM scan isn't working


PS the flower seeds we sent you are just a little extra love to say welcome, we are also planting a tree for every month you're with us.

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How long does it take to switch my number to felix?
Last updated: 05/04/2021

When started between the hours below, most switches take under five minutes from activation. In some cases, it can take up to three hours. 


Not to worry though, unless something goes awry, you won’t lose service from your previous provider until the switch is done. 


Switching takes place during the following hours:


- Monday-Friday, 8am to 8pm Sydney time


- Saturday, 10am to 6pm Sydney time


You'll know your switch is complete when your current service stops working. We'll also notify you in the app, by a push notification and via email :) Meanwhile, keep using your old SIM card as usual until the switch is complete.


We have humans available on chat from 8am to 8pm Sydney time every day, so if you need any help - please reach out.


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Can I buy a SIM now and activate later? (Yep!)
Last updated: 10/03/2021

Yep! That's absolutely fine, you've got two years to activate it from purchase. 


Your billing cycle won't start until you choose to activate your felix SIM.

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I haven't received the SMS to start my switch across to felix
Last updated: 05/04/2021

The pre-switching SMS will be sent to your previous SIM card, so make sure that it's still in your phone. Note, if you're currently on pre-paid, you don't need any credit to receive or reply to this SMS. It is a free SMS.


If you're having troubles, please reach out to the felix team in the felix app. We've got humans on chat from 8am to 8pm Sydney time every day.

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How long will my SIM delivery take?
Last updated: 22/01/2021

Our SIMs are sent express post (at no extra cost) by Australia Post and you can track its delivery in the felix app. Express delivery is usually within 1-3 business days, and your SIM can still be delivered even if you’re not home.

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My SIM scan isn't working
Last updated: 16/11/2020

If you have troubles scanning your SIM into the app, you can also enter the SIM number manually. 


From the Scan your felix SIM screen, tap > Enter Manually > find your SIM number (outlined in red in the picture below). You will notice we have prefilled the first section of the SIM number for you in the app, so just input the rest of the numbers that are missing.


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Switching my number failed, now what?
Last updated: 05/04/2021

Your switch could have failed because;


- The account number/date of birth provided didn't match the records of your previous provider


- The authorisation text sent back to felix mobile was incorrect.


Most of the time, we will let you know in the app what you need to do to fix the issue - it's usually a pretty quick fix. If you're having troubles, chat to the felix team on the felix mobile app. They're online 8am to 8pm Sydney time, every day.

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Will I lose my contacts, photos and other data when switching to felix?
Last updated: 24/11/2020

If you store your data on the cloud (like iCloud or Google Drive) or store it on your handset (actual phone) then you won't lose any data when moving to a felix SIM. However, if you have any info or data saved on your current non-felix SIM, you won't be able to access it when you start using your felix SIM.


We suggest making sure that your contacts, photos and other data are saved to your handset/cloud and not your current SIM. 


Please note, that you are likely to lose voicemails when switching. To save your voicemails as a separate file, it's worth searching your phone model online to see how to do it. For iOS, tap Phone > Voicemail > tap on the voicemail > Share icon > Save to Files

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Where do I find my SIM number?
Last updated: 16/11/2020

You'll find your 21 digit SIM number on the SIM itself. It starts with 8961.

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Where can I sign up if I don't want to download the app?
Last updated: 24/11/2020

For now, you need to download the app to sign up to felix. The app is free to download and is available in the App Store, in Google Play or here

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Is my mobile phone compatible with a felix SIM?
Last updated: 05/07/2021

Answer: Your felix SIM is a 3-in-1 SIM with the ability to punch either of three standard sizes (standard, micro, nano). So, as long as your phone isn't network locked*, an early 2019 Huawei** and can be used in Australia, then you shouldn't have a problem with SIM compatibility!


* Psst, except if your phone is network locked to Vodafone in Australia, then you can still use it on felix!


** Huwaei models available to the public on or after May 16, 2019 do not have access to the Google Play Store (Source here) and will therefore be unable to download the felix app to manage their subscription and activate a felix SIM.

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How much is the app? Do I need it?
Last updated: 10/02/2021

The app is free, zip, nada. Your service will work without it, but you'll need to download it to sign up, subscribe to felix and activate your felix SIM.


From the felix app you can view your usage, purchase international roaming or unlimited international calls and text, chat with the felix team and see how many trees have been planted on your behalf.  


The felix app is available in both the App Store and Google Play or here.

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What's my phone number?
Last updated: 16/11/2020

If you opted to get a new mobile number with felix, your mobile number will be on your SIM Pack.


Or, once you've activated your SIM, you can find your mobile number in the app by tapping Settings, and your mobile number will be displayed in the top left of the screen under the word 'Settings'.

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Can I get my SIM sent to a PO Box or Parcel Locker (Yes!)
Last updated: 07/04/2021

Yep! That's totally fine. Please note, you'll still need to enter a residential address during sign up but can choose a PO Box or Parcel Locker for your delivery address. 


To have your SIM delivered to a PO Box;

  1. Tap Add a different delivery address when prompted after entering Home address
  2. Pop your PO Box number in the search field, then tap Enter address manually
  3. Enter "PO Box ###" in the Street name field.
  4. Select Street type as 'None'.
  5. Enter suburb, postcode and state as normal.
  6. Tap Done


To have your SIM delivered to a Parcel Locker

  1. Tap Add a different delivery address when prompted after entering Home address
  2. Pop your Parcel Locker in the search field, then tap Enter address manually
  3. Enter your Parcel Locker number in the Business Name field
  4. Enter rest of address as normal
  5. Tap Done

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Do you run credit checks? (Nope.)
Last updated: 19/05/2021

Nope, we don't run credit checks. We use your credit card to verify you, so please make sure that you're using a valid Aussie credit/debit card that's in your name.

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How old do I need to be to sign up to felix?
Last updated: 09/07/2021

You need to be at least 13 years old to sign up to felix. 

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