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Welcome to the do-gooders club - let's get you set up.
Activating your physical SIM if you're keeping your existing number
Last updated: 12/01/2022

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


The details:


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


2. Tap Verify Email, access your email app on your phone 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 physical 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 reply to our text, your switching process will start. We'll let you know when it's done via email and in the app, but the best indicator is that the service on your current SIM goes into SOS mode. It usually takes a few minutes  but can take up to three hours. See: How long does it take to switch my number to felix?

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Activating your physical SIM if you're getting a new felix number
Last updated: 12/01/2022

First up – it’s really important that you don’t pop your felix SIM in your phone until you have finished activating it in the felix app


The details:


1. Log into the felix app (if you haven’t already, download it here: www.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 physical SIM scan isn't working


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How long does it take to switch my number to felix?
Last updated: 12/01/2022

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 Monday-Friday 8am-8pm and weekends/holidays 9am-6pm, Sydney time, so if you need any help - please reach out.


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My physical SIM scan isn't working
Last updated: 12/01/2022

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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Where do I find my physical SIM number?
Last updated: 12/01/2022

You'll find your 20 digit SIM number on the SIM itself. It starts with 8961.

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I haven't received the SMS to start my switch across to felix
Last updated: 17/10/2021

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


If you're having troubles, please reach out to the felix team in the felix app. We've got humans on chat Monday-Friday 8am-8pm and weekends/holidays 9am-6pm, Sydney time, and we'd be happy to help.

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Switching my number failed, now what?
Last updated: 17/10/2021

All good, it's usually a pretty quick fix! You can try resubmitting it a second time in the app, just double check the details you entered of your previous provider are exactly in line what they would have on record.


If you're having troubles, chat to the felix team on the felix mobile app. They're online Monday-Friday 8am-8pm and weekends/holidays 9am-6pm, Sydney time.

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