setting up your SIM

We can help!

I’ve received the email

- If you’ve requested a fresh verification email, ensure that you’re clicking on the link from the most recent email

- Ensure that you are clicking on the email link from your mobile phone with the felix app installed

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

I 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 helps, chat to us from your felix mobile app and we will help you out! We have humans online 8am – 8pm Monday to Friday, or 9am-6pm on weekends/holidays (Sydney time).

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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 complete when your current provider's SIM goes into SOS mode.

The details:

1. If you haven’t already, download the felix mobile app here

2. Login to 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 a Coles supermarket

3. Tap Verify Email, 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 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

5. Grab your felix 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 trouble with the scan, check here: My physical SIM scan isn't working

6. Tap Switch to felix > Start the switch > within 15 minutes, 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 business hours. See: How long does it take to switch my number to felix?

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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. If you haven’t already, download the felix mobile app here 

2. Login to 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 a Coles supermarket.

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

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

5. 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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First up, it's super important that you stay connected to WiFi when switching your number to felix and setting it up on an eSIM.

Once you've signed up to felix (see How do I sign up for an eSIM? for help with this!), you can switch your number and activate your eSIM straight away. Your app will guide you through the whole process, but here are the steps:

1. When logged into your felix app, tap Verify Email, access your email app on your phone and follow the prompts

2. 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

3. 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. 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?

We'll let you know when it's done via email and in the app there'll be a tick next to 'Switch my number to felix' on the home page then you're almost finished! At this point, you need to take your previous provider's SIM out (if it was a physical SIM) or turn it 'off' in your phone's settings (if it was an eSIM)

4. Last step! Tap Set up your eSIM from the felix app. This will automatically open the relevant Settings on your phone to download and activate your eSIM. This process should just take a few minutes and will automatically take you back to the felix app when done.

If your eSIM is one of multiple plans you've got on your phone, check out these articles for help!

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You can activate your eSIM straight away once you've signed up to felix (see How do I sign up for an eSIM? for help with this!). 

Your app will guide you through the whole process, but here are the steps:

1. Make sure you're connected to WiFi

2. When logged into your felix app, tap Verify Email, access your email app on your phone and follow the prompts

3. Tap Set up your eSIM from the felix app. This will open the relevant Settings on your phone to download your eSIM. You'll automatically be taken back to the felix app when done to complete your last step.

4. Tap Activate your felix service, the app will do it's magic, and let you know when it's done. It should just take a few minutes and then you're good to go!

If your eSIM is one of multiple plans you've got on your phone, check out these articles for help!

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When started between the hours below, most switches take a few minutes, but they can take up to three hours:

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

- Saturday, 10am to 6pm Sydney time 

You won’t lose service from your previous provider until the switch is done, so you won’t have any down 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 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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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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It’s usually an easy fix! It’s often just that the details you provided us don’t match the details your previous provider has for your number. 

There are two key things to check before trying to submit your switch for a second time in the app (if your switch fails twice, you’ll need to chat into us to pop it through for you):

1. 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.

2. 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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If you're all finished setting up your eSIM but it's not working as expected, try restarting your phone. If that doesn't help, please try or check 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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While an eSIM enabled device gives you the ability to load up to five plans, you can only use one* plan at a time.

Once you have more than one plan activated on your device, you can label your plans. For example, you could label one plan Primary and another Secondary, or one plan Work and another Personal. With these labels, you can choose which phone number to use for different functions, 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 varies from device to device but generally, you can pick which SIM is your default for outgoing calls, and then change it for a particular call if need be. 

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

To switch numbers for a specific call, 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

To pick your default SIM for outgoing calls, 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

To pick your default SIM for outgoing calls, 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. Or, 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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You can have up to five plans loaded to an eSIM but only one* plan can be active at a time. If you receive a call to a plan that's not active at the time, it will automatically be sent to voicemail. For more info, see How do I manage multiple plans loaded to an eSIM on my device? 

*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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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 physical SIM or eSIM. 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’re 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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Keep an eye out on your emails from felix, as we will send you a tracking link usually within 24 hours after ordering (slightly longer if you sign up over the weekend).

If you can't track your SIM, you can get in touch with us in the felix mobile app. 

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

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Here are some articles that may help you out!

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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