my subscription

You can find your felix account number in the felix mobile app. To find it, follow these steps:

Log in to the felix mobile app > tap on the Settings tab > tap Profile > here you'll find your account number listed first.

If you need a hand with your service or account, reach out to our team on live chat via the app or website!

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Once you've activated your physical SIM or eSIM, you can find your number in the app by tapping Settings > Service number.

If you have a physical SIM and you opted for a new number, your mobile number will be on your SIM pack.

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You can update your contact info at any time in the felix app. 

To update your contact info from the felix app, go to Settings > Profile > enter security PIN sent over text message > update your contact info.

Please note, you are not able to update your first name, last name, date of birth or mobile number. If you would like to change the ownership of your account, chat to the team and we'll be happy to help.

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New felix customers

If you've just signed up with an eSIM, haven't activated it yet and need a physical SIM delivered instead, you can request to change your order in the felix mobile app.

To do this, log in to the app and tap the Home tab > I need to make a change to my order.

From there, the app will guide you through ordering a physical SIM for delivery to your address.

Existing felix customers

If you're already a felix customer and have a compatible device, you can switch your physical SIM to an eSIM or eSIM to a physical SIM in the felix mobile app.

To do this, log in to the app and tap Settings > Replace or swap your SIM > Swap my physical SIM for an eSIM.

If you have an eSIM installed, when following the steps above, you will see an option to Swap my eSIM for a physical SIM.

From there, the app will guide you through the setup of your eSIM. You'll need to be connected to WiFi to do this step.

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If you'd like to move from one device to another while using eSIM, you’ll need to request replace or swap your SIM within the felix app on the new compatible device.

To do this, log into the felix app on your new device and tap Settings > Replace or swap your SIM > follow the prompts.

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To order a replacement SIM, head to your felix app and tap Settings > Replace or swap your SIM. Here you can replace your SIM with a physical SIM or an eSIM*. You can also follow these steps if you're moving your eSIM to a new device.

Whichever type of replacement you choose, we’ll email you a link to confirm your request. Open the link on the mobile device where you're logged into the felix app to get the replacement underway. The link will expire in four hours, so jump on it ASAP. Replacement physical SIMs will automatically go to the address on file.

If you've lost your phone, check My phone has been lost or stolen for some extra steps you may want to take.

*eSIM means ‘embedded SIM’. It works the same as a physical SIM card but instead of having to wait for your SIM in the mail, you can download it straight on your phone in minutes from the felix app. You can check if your phone is eSIM compatible here. Please note, eSIM installation must happen on the device that you'll be using it on. 

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Yes! If you have an active plan on a physical SIM and a separate plan on an eSIM you can use both plans simultaneously. In your device settings, you can pick which plan you want to use when calling, sending a text or using data. If you're on a call using one of the plans, any calls to your other SIM will be automatically sent to voicemail.

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Voicemail is included in your felix subscription. Here's how to manage it:

*When you set up voicemail, you’ll be asked to select a security code, record your name and choose your time zone.

Once you’ve set up your voicemail, stay on the line to personalise your greeting, change your notification method or switch your security code prompt on or off.

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Voicemail is included in your felix subscription. Here are the short dial codes to manage it:

- Dial 121 to set up your voicemail for the first time*

- Dial 121 to check your voicemail (or dial 0414 121 121 to check your voicemail on another phone) 

- Dial 1210 to deactivate voicemail and turn on call catcher (call catcher gives your callers the option to text you their contact number in the event you can't answer their call. To turn it off, see: How do I manage call diversions?)

- Dial 1211 to re-activate voicemail (this will divert calls to voicemail when your phone is engaged, you reject a call, your phone is switched off or out of range or your phone isn’t answered in your set call time – which is 30 seconds by default)

- Dial 1212 to divert all calls to voicemail (your phone won't ring. If a message is left, we'll send you a text)

- Dial 1213 to cancel all call diversions

- Dial 1217 to set up Visual Voicemail (more info on this feature here: How do I set up Visual Voicemail? (iOS only))

- Dial 1218 to activate voicemail SMS alert (we'll send you text when a voicemail is left)

*When you set up voicemail, you’ll be asked to select a security code, record your name and choose your time zone.

Once you’ve set up your voicemail, stay on the line to personalise your greeting, change your notification method or switch your security code prompt on or off.

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Unfortunately, not at this stage but watch this space!

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Spread the love and help the planet! Refer a friend to felix and you’ll both get a month free ($35 of credit) in your felix wallet when they sign up online and activate using your referral code.

It’s easy to refer friends. 

1. Grab your referral code by tapping Refer friends for $35 of credit at the bottom of the Home tab in the felix app 

2. Share it with your friends 

3. Make sure they input your code when signing up to felix 

4. When they activate their SIM, you’ll both get $35 of credit in your felix wallet 

This credit will automatically be put towards future purchases. You can share your code an unlimited number of times. For more info, check here.

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If you’ve opted into push notifications, we’ll send you an alert when your friend has activated their SIM and the $35 of credit has been added into your felix wallet.

You can view the balance of your wallet next to Your felix wallet at the bottom of the Home tab of the felix app (pictured below). Any credit in your wallet will automatically be put towards future purchases.  

Expecting to see referral credit, but it’s not there?

If you can’t see any credit, we suggest confirming with your friend that they have input your code (and not a different promotion code), and have finished activating their SIM. If they’ve done that, please suggest they chat in with us so we can help them sort this out for both of you!

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So, if you've lost your phone, or it's been stolen, first yell at the sky, and then order a replacement SIM. 

You can order a replacement SIM through the felix app (if you can borrow someone’s phone to log in), alternatively you can start a live chat with us from the felix website, Facebook Messenger or WhatsApp and we can order one on your behalf.

We can also help you to bar your lost SIM and even set up a temporary call diversion for you. 

We've got humans online to help with this kind of stuff Monday-Friday 8am-8pm and weekends/holidays 9am-6pm, Sydney time. 

If you don't need to bar your SIM and just need to replace it, check here: I need a replacement SIM

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Please ensure you follow the steps in I need a replacement physical SIM or eSIM first.

To activate your replacement physical SIM, jump into the felix app and tap Settings > Activate replacement SIM > Scan your SIM's barcode or pop in your SIM number manually (the number on your SIM, starting in 8961) > Activate SIM > Confirm > Your SIM will now begin activating and we’ll then let you know when it’s complete.

These steps will not work for a SIM you purchased at a Coles supermarket. You’ll need to chat with our care team through the felix app if you’ve already purchased one!

Your current mobile number will automatically go over to your new SIM.

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Unfortunately, we are not able to update a mobile number on a current subscription. If you're receiving harassing or threatening contact on your mobile number, please take a look at this article: I’m getting harassed/threatened on my mobile number, what can I do?

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You can pause your subscription at any time. In the felix app, go to Settings > Phone & Service settings > Pause my subscription > Pause my subscription.

Once paused, you can continue to use your phone as normal until 48 hours after the end of your current billing cycle. Your maximum pause length is 242* days (this starts from the end of those 48 hours) and we'll notify you if you're nearing this. 

When paused, you can continue to use any International Roaming packs you may have purchased. So, if you're going overseas for more than a month, it is worth pausing your subscription while you're there and saving some $. You’ll have up to 60 days to purchase International Roaming once you've paused.

To resume your subscription within 242 days of pausing, simply head back in the felix app and select Resume my Subscription from the Home tab.

If you use a promo code with a multi-month discount (e.g. a discount on your first three months) and pause before the promo ends, you must pay the full subscription amount to resume your subscription, and then you retain the discount for the remaining months the promo covers.

If you decide to resume your service after pausing for 60 days and are currently on the Unlimited Mobile Data Plan at $35/mth, you'll be required to pay the new price of $40/mth. See more information in Will my existing unlimited data plan change price?

*For the first 60 days of being paused, you will only be able to receive incoming calls and SMS, make emergency calls (such as 000) and access the felix website to chat with our Care team. After the 60 days, your service will be restricted to emergency calls only, and access to the felix website for 182 days. After the 182 days, your service will be terminated and unable to be reactivated.

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Our subscription price for the Unlimited Mobile Data Plan increased to $40/mth on the 20th of September, but for customers who joined before this date and have an active felix subscription, you will continue to only pay $35/month.

At felix, we're committed to doing the right thing by our valued customers. That's why we've applied a $5/mth ongoing automatic credit to your subscription. This ensures that you can continue to enjoy the same price you're currently paying.

Important notes about this change:

- There's no action from your end. This credit is automatically applied to your account.

- Your plan inclusions remain the same. Existing discounts, add-ons and benefits you may have on your account will not change.

- Our commitment to the planet remains the same. For every month you stay with us, we'll continue to plant one tree a month on your behalf.

- If at any point, you decide to renew your service after a period of inactivity (such as pausing, cancelling, or an unsuccessful payment for 60 days), or you change to another felix plan, you'll be required to pay the new price of $40/mth.

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Below are some device-specific tips for removing an eSIM, if these steps don't match what your phone is displaying, it's best to consult your device's manufacturer. Please note, that removing an eSIM does not cancel your mobile plan. If you would like to pause or cancel your felix plan, see How does pausing my felix subscription work? or Can I cancel my felix subscription at no extra cost? (Yes!).

iPhone 

Settings > Mobile > under mobile plans, pick the eSIM you'd like to remove > Remove Mobile Data Plan.

Google Pixel

Settings > Network and internet > SIMs > pick the eSIM you'd like to remove > toggle 'Use SIM' to off > Delete SIM.

Samsung

Settings > Connections > SIM card manager > pick the eSIM you'd like to remove > Remove > enter your phone's unlock PIN > follow the prompts to remove.

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Chat to us in the felix app and we will sort it out with you.

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If you've forgotten your password:

From the felix app login screen, tap Forgot your password? > Input your email > Send email. From there, open up the email on your mobile phone and follow the prompts. If you can't see the email, it may have landed in your spam folder.

If you've forgotten your email:

When you ordered your felix SIM, we sent you a confirmation email. If you have multiple email accounts, you may be able to work out which one you signed up with by searching for emails from us in your mailbox.

If you know your current password, but want to change it:

Log in to the felix app and go to Settings > Security settings > Change password and follow the prompts. 

If you want to change the way you log in:

When logged in, go to Settings > Security settings to set up a 4-digit PIN or any 'bio' authentication that your phone supports, i.e. face or fingerprint recognition.

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Yep! You can view your data, call and text usage history in the felix app. From the Home tab, tap Service > Usage history > enter security PIN sent via text message > Continue.

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Visual Voicemail is an iOS feature that allows you to manage your voicemail mailbox directly from the ‘Phone’ app on your iPhone (note you will need to set up your mailbox for the first time by dialling 121 before setting up Visual Voicemail. See more info on that here, How do I set up and manage voicemail?. Visual Voicemail allows you to access your mailbox to play and delete your messages, return calls, and personalise your greetings.

To activate Visual Voicemail, dial 1217 from your iPhone and a recorded message will confirm it has been switched on. When a message is left in your voicemail mailbox, you’ll see a notification against the ‘Phone’ app on your iPhone.

When you activate Visual Voicemail, your current personal greeting will carry over. To record a new greeting, tap ‘Greeting’ in the top left of the Visual Voicemail menu.

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Below are the menu options available when playing a voicemail:

Press ‘0’ to return the call*

Press ‘1’ to replay the current message

Press ‘2’ to save the current message for 7 days

Press ‘3’ to delete the current message

Press ‘7’ to rewind 3 seconds

Press ‘8’ to pause the current message, then press any key to continue

Press ‘9’ for the time and date of the current message

Press ‘#’ to skip to the next message

Press ‘*’ to go to the main menu.

Note if you are using Visual Voicemail on an iOS device, these options are a little different. See How do I set up Visual Voicemail? (iOS only) for instructions on setting up Visual Voicemail.

*This option isn’t available if the caller that left the message called from a private number, a non-Australian number or a 1300/1800 number.

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Call waiting is the ability to put a current phone call on hold if another call comes in at the same time, and switch between the two. 

Turning this on or off depends on your device. If you search the web for your device and 'call waiting' you should find what you need. For example, 'iPhone 11, call waiting'.

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Managing your caller ID is making the decision whether or not to display your number when you call people, or show it as 'private' instead. 

To turn your caller ID on or off, go to your felix app and tap Settings > Phone & Service settings > toggle 'Caller ID' on or off.

You can also manage caller ID from the Settings app in your phone.

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The below short dial codes are included in your felix subscription:

Please see here for all voicemail related dial codes: How do I set up and manage voicemail?

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You can cancel your subscription with felix at any time with no exit fees. You can also pause your subscription if you need in just a few taps in the felix app. You can pause your account for up to 242 days, after which time your account will be suspended. You can see more on pausing here.

To cancel, follow these steps in your felix app: go to Settings > Phone and service settings > Cancel my service > Yes, cancel my service.

Please note that once cancelled, you will still be able to use your felix subscription and any International products you may have until the end of the current billing cycle you paid for.

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You can record new greetings by calling 121. After playing any new and saved messages in your mailbox, you’ll go through to the main menu, from there:

1. Press ‘2’ 

2. Select the greeting:

Press ‘1’ to record your personal greeting for all calls

Press ‘2’ to record your busy greeting for when you’re on another call or reject an incoming call

Press ‘3’ to record your extended absence greeting if you’re going to be unavailable for a long period. Please note, if your extended absence greeting is active, it will override any other greetings and callers won't be able to leave a message

Press ‘4’ to record your name for your standard greeting

3. Press ‘#’ to finish recording

4. Select one of the following:

Press ‘1’ to replay your greeting

Press ‘2’ to save your greeting

Press ‘3’ to re-record your greeting

Press ‘4’ to erase your recorded greeting

5. Hang up, or press ‘*’ to return to the main menu.

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VoLTE is a feature available on most 4G compatible phones that allows you to make calls on the 4G network. Head to our WiFi Calling and VoLTE page to check whether your phone is compatible.

Your phone will automatically make calls over the strongest signal available (VoLTE/4G or WiFi Calling).

VoLTE is available wherever there’s 4G coverage. Check out our coverage checker to see where 4G coverage is available.

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Nope, VoLTE and WiFi Calling are included as part of felix’s unlimited standard voice calls within Aus.

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