If you've received the received the email

- Ensure you’re clicking on the link from the most recent verification email from your mobile device only that has the felix mobile app installed

- Ensure you have the latest version of the felix mobile app installed.

If you haven’t received the email

- Check your Spam or Promotions inbox

- Click on Verify your email in the app and check that the email address displayed on the next screen is correct. If it’s not, click Update email address to trigger a new email.

If none of the above work, chat in with us from the felix mobile app and we’ll help you out. We’ve got humans online every day 9am-6pm, Sydney time.

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Please keep your current provider’s SIM in your phone until your switch is complete (you’ll know it’s done when your current provider’s SIM goes into SOS mode).

Follow these easy steps:

1. Log into the felix mobile app with the same email you used to sign up or sign up using the felix mobile app if you purchased your SIM at Coles, Woolworths or Officeworks.
2. Keeping your old provider’s SIM in your phone, tap Verify email
3. Access your email app on your phone and follow the prompts
4. Tap Add previous provider info > select pre-paid or post-paid depending on what you 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
5. Grab your felix SIM and tap Scan your felix SIM. Hover the camera over the SIM bar code (outlined below). Once scanned, tap Activate. Need help? See My physical SIM scan isn’t working6. Tap Switch to felix > Start the switch > within 15 minutes we’ll send you a text message to your old SIM card with a code to authenticate you > Reply to the text with the code.
Successfully replying to the text will start the switch process. You’ll be notified in the app and on email when the switch is complete, and your current SIM will also go into SOS mode. It usually takes a few minutes but can take up to three business hours. See How long does it take to switch my number to felix?

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Please keep your current provider’s SIM in your phone until you’ve finished activating it in the felix mobile app.

Follow these easy steps:

1. Download and log into the felix mobile app using the same login details you used to order your Sim or sign up using the felix mobile app if you purchased your SIM at Coles, Woolworths or Officeworks.

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

3. Grab your felix SIM and tap Activate your felix SIM. Hover your camera over the SIM bar code (outlined below). Once scanned, wait a few minutes for your activation to process and then you’re good to go and remove your current provider’s SIM and pop in your felix one.

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

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To activate your eSIM with your current number:

1. Connect to WiFi or internet first. Please ensure you stay connected when switching over and setting up your eSIM.

2. Download the felix mobile app and log in.

3. Tap Verify Email and head to your email on your phone. Follow the prompts to verify.

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

5. Tap Switch to felix > Start the switch. Within 15 minutes, we’ll send you a text message to your old SIM card with a code to authenticate. Reply to the text with the code. Your switch will automatically start if you successfully reply to our text. It usually takes a few minutes but can take up to three business hours. We’ll let you know it’s complete via email and in the felix mobile app.

6. Once the switch has gone through, please take your old SIM out of your phone if it was a physical SIM, or if you had an eSIM, turn it off in your phone’s settings.

7. Tap Set up your eSIM from the felix mobile app. This will automatically open Settings on your phone to download your eSIM. You’ll then be taken back into the felix mobile app to complete the last step.

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To activate your eSIM with a new number:

1. Connect to WiFi or internet first

2. Download the felix mobile app and log in

3. Tap Verify Email and head to your email on your phone. Follow the prompts to verify.

4. Tap Set up your eSIM from the felix mobile app. This will automatically open Settings on your phone to download your eSIM. You’ll then be taken back into the felix app to complete the last step.

5. Tap Activate your felix service. The app will then do its magic and will let you know when it’s complete. It should only take a few minutes.

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Switching your number between the hours below usually only takes a couple of minutes but it can take up to three hours. You won’t lose service from your previous provider until your switch has gone through with felix, so there’s no down time.

Switching hours: Monday-Friday 8am to 8pm Sydney time Saturday 10am to 6pm Sydney time

You’ll know your switch has gone through when your previous provider’s SIM has stopped working. We’ll also notify you in the felix mobile app, by push notification on your device and by email.

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The pre-switching SMS will be sent to your previous SIM card, so make sure it's still active in your phone. It can take up to ten minutes to receive. If you're currently on a prepaid plan, you shouldn't need to have any credit to reply to the SMS.


If you still haven’t received your pre-switching SMS, please chat in with us.

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The main reason switching fails is that the details you provided us don’t match the details your previous provider has for your number. Please check the helpful info below before trying to submit your switch for a second time. If the switch fails twice, you’ll need to chat in with us to put it through for you.

Were you on a pre-paid or post-paid plan with your previous provider? You’ll need to indicate this to us when submitting your switch. Within the live chat of the felix app or website, you can chat to Mr. Botsy under the “Activate my SIM” topic to check which type of plan you were likely on.

Is the number you provided us definitely under your name with your previous provider? Make sure the account you're switching from is in your own name. The details (like name and date of birth) that your previous provider has on file will need to match your new felix account for the switch to go through. 

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Our first recommended step is restarting your device. If that doesn’t help, please try the following:

-If you swapped your number from a physical SIM to an eSIM, you'll need to take out the physical SIM once the eSIM is set up

- If you have multiple physical SIMs or eSIMs in your device, jump into your device settings to make sure that you don't have a different eSIM active. Note - only one eSIM can be 'on' at a time*, but it can work alongside your physical SIM with a different mobile number. If a call reaches your eSIM while it's 'off', it will send the caller to voicemail.

*An exception to this is an iPhone 13 series or later where you can have two eSIMs 'on' simultaneously. More information here.

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An eSIM compatible device gives you the ability to load up to five plans at once, however you can only use one* plan at a time. You can also choose to label each of these plans in your device, for example Primary or Secondary, or Work and Personal. Plus, you can choose to set different functions for each such as making and receiving calls and messages or using data.

*An exception to this is an iPhone 13 Pro Max, iPhone 13 Pro, iPhone 13, and iPhone 13 mini where you can have two eSIMs 'on' simultaneously. More information here.

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This can vary between each device, but generally you can pick which SIM is your default for outgoing calls and then change it for a particular call if required. Below are some device-specific tips, but it’s best to do some research on your device’s manufacturer if you’re looking for more detail.

iPhone

From your phone app tap the contact you’d like to call > tap the info icon > tap the current number > tap your other number.

To do this from your keypad, enter the phone number you’d like to call > tap the phone number near the top of the screen > tap the number you want to use.

Google Pixel

Tap Settings > Network and internet > SIMs > choose the SIM you would like to manage the call settings for > Calls preference > pick the SIM you'd like to use. You can also select 'Ask every time' here, in which case your phone will ask you which SIM you'd like to call from before each call.

Samsung

Tap Settings > Connections > SIM card manager > scroll down to 'Preferred SIM card' and select your preferred SIM for calls.

To pick your SIM for a particular call, go to your keypad > enter the phone number you want to call > pick the SIM you would like to call from at the bottom of the screen. Alternatively, from your Contacts app, tap on the contact you would like to call > tap the information icon > toggle between the SIMS you would like to use for the call.

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If you receive a call to a SIM that you don’t have active at that time, the call will automatically divert to voicemail. Keep in mind you won’t receive an alert message until you switch that SIM on from your phone's settings.

For help managing outgoing calls, see How do I manage outgoing calls if I have multiple SIMs?

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Below are some device-specific tips that we've collected. If these steps don't match what your phone is displaying, it's best to consult your device's manufacturer.

iPhone (iMessage)

You can choose which number your iMessages are sent from by going to Settings > Messages > Send & Receive > pick the phone number you want to send iMessage from.

Google Pixel

To pick your default SIM for texts, tap Settings > Network and internet > SIMs > choose the SIM you would like to manage the call settings for > SMS preference > pick the SIM you'd like to use.

Samsung

To pick your default SIM for texts, tap Settings > Connections > SIM card manager > scroll down to 'Preferred SIM card' and select your preferred SIM for messages

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Below are some device-specific tips. If these steps don't match what your phone is displaying, it's best to consult your device's manufacturer.

iPhone

To pick your default SIM for data, tap Settings > Mobile > Mobile Data > select the SIM you'd like to use data with.

Google Pixel

To pick your default SIM for data, tap Settings > Network and internet > SIMs > pick the eSIM you'd like to manage settings for > toggle 'Mobile data' on.

Samsung

To pick your default SIM for data, tap Settings > Connections  > SIM card manager > scroll down to 'Preferred SIM card' and select your preferred SIM for mobile data.

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An eSIM device allows you to load up five mobile plans, but you can only use one* plan at a time.

*An exception to this is an iPhone 13 Pro Max, iPhone 13 Pro, iPhone 13, and iPhone 13 mini where you can have two eSIMs 'on' simultaneously.   

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If your data is stored on the cloud (such as iCloud or Google Drive) or stored on your handset (your actual phone), then you won’t lose any data. However, if your contacts are stored on your current non-felix SIM, you won’t be able to access it any longer when you start using your felix SIM.

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

You may lose access to your voicemails after switching. To save your voicemails, we recommend searching for your phone model online for specific steps on how to do so.

For iOS users, you can head to Settings > Phone > Voicemail > tap on the voicemail > Share icon > Save to Files.

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We’re sorry to hear that! Keep an eye out for an email from us, as we’ll send you a tracking link within 24 hours (or slightly longer if you sign up over the weekend). Reach out to us on live chat if you’re having issues or your SIM hasn’t arrived.

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No problem! We recommend entering the SIM number manually, which is a 20-digit SIM number starting with 8961 that can be found on the SIM itself. From the Scan your felix SIM in the app, tap Enter manually > add your SIM number.

We’ve pre-filled the first section of the SIM number for you, so you’ll just need to add the remaining numbers..

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You’ll find this on the SIM itself. It’s a 20-digit SIM number starting with 8961. .

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Got your physical SIM and not sure what to do now? 

> Activating your physical SIM if you're keeping your existing number

> Activating your physical SIM if you're getting a new felix number

You haven't received the SMS to confirm your switch? 

> I haven't received the SMS to start my switch across to felix

Your number switch has failed?

> Switching my number failed, what do I do now?

> How long does it take to switch my number to felix?

Need help setting up your eSIM?

> I've set up my eSIM but it's not working

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You can choose to order a physical SIM on sign up to felix and it will be express posted to you. With our 3-in-1 physical SIM cards, you can punch out one of three standard sizes (standard, micro, nano) to use in any mobile device.

Find out how to sign up for an eSIM here

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Yes! You can sign up and order your physical SIM or eSIM on the web, though please note that you'll need to download the felix app to activate your service. Get started here.

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Our physical SIMs are express posted at no extra cost by Australia Post and are usually delivered within 1-3 business days in metro areas. We’ll send you a tracking link over email usually within 1 business day so you can track the delivery of your SIM in the felix mobile app.

Related: I did not receive my physical SIM

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Our SIMs are designed for use in a mobile phone. See our recommended approved devices list here.

 You can choose an eSIM if you have a compatible eSIM device or physical SIM card when signing up. If you choose a physical SIM card, we’ll express post a 3-in-1 size SIM card to you which fits any mobile device.

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

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.

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Yes, if you’ve ordered a felix SIM and purchased your first month’s subscription through the felix mobile app or website, you have 365 days to activate it.

If you’ve purchased your SIM at Big W, Coles, Officeworks or Woolworths, you have 365 days to activate it.

Your monthly billing cycle doesn’t start until you’ve activated your SIM. For example, if you purchased on the 1st of January and activate your SIM on the 10th of February in the same year, your next payment will be the next month on the 10th of March.

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Yes, when signing up to felix, you’ll need to enter a residential address, but you can choose to add a PO Box or Parcel Locker for the delivery of your SIM.

Ordering a physical SIM to a PO Box;

1. Tap Add a different delivery address when prompted after entering your Home address
2. Add 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

Ordering a physical SIM to a Parcel Locker;
1. Tap Add a different delivery address when prompted after entering Home address
2. Add 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 suburb, postcode and state as normal
5. Tap Done

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No, we don't run credit checks.

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It’s quick and easy to switch over to felix.

Two main things to remember: 

- Leave your current provider's active SIM in your phone until your switch is all done (at step three below).
- You don't need to let your current provider know you're switching. We'll look after all that in the backend for you.  

Switch your number to felix in three steps: 

1. Sign up in the felix mobile app, verify your email on your phone and select your plan.
2. Choose to then activate your service using an eSIM, a SIM you purchased at Coles, Woolworths or Officeworks or a SIM we’ve sent you in the mail. 
3. Follow the steps in the felix mobile app to activate right away if you’re using an eSIM. If you’re waiting for a physical SIM, log into the felix app and follow the prompts to when it arrives.
4. Switching usually takes just a few minutes* when started between 8am to 8pm Monday-Friday or 10am to 6pm Saturdays (Sydney time).  You'll know your felix SIM is activated and your switch has gone through when your previous provider's SIM goes into SOS. You can now go ahead and pop in your felix SIM. 

*Switches can take up to three business hours.

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You need to be 13 years or older to sign up to felix.

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