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Managing your subscription settings.
How do I update my contact or payment details?
Last updated: 16/11/2020

You can update your payment or contact info at any time in the felix app. Follow these steps:


- Settings > Profile > Enter security PIN sent over text message > update your contact info


- Settings > Billing info > Change payment method > Enter security PIN sent over text message > update your payment details


Please note, you are not able to update your first name, last name, date of birth or mobile number. You are able to update your preferred name, email address, home and delivery address, and card for payment.

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How do I set up voicemail?
Last updated: 25/05/2021

Call 121 from your phone to set up voicemail. This service is included in your felix subscription.


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


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.


Here are some other helpful short dial codes for setting up/disabling voicemail:

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

- Dial 1213 to cancel diversion of all calls to voicemail

- Dial 1217 to set up Visual Voicemail (iOS only)

- Dial 1218 to activate voicemail SMS alert

- Dial 1219 to activate voicemail ring alert

- Dial 1210 to deactivate voicemail

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When does my subscription expire?
Last updated: 28/09/2021

Your felix subscription will auto-renew every month unless you pause or cancel your plan (both of which you can do at no charge to you!). 

For more info, see: How does the payment cycle work?

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My phone has been lost or stolen
Last updated: 17/10/2021

So if you've lost your phone, or it's been stolen, first yell at the sky, and then we suggest barring your SIM. 


To do this, jump in the felix app and start a live chat with us, we've got humans online who can help 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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Can I change my mobile number once I'm already activated?
Last updated: 24/11/2020

Unfortunately, we are not able to update a mobile number on a current subscription, unless it is due to a case of unwanted and harassing contact. See this article for more information on unwanted contact: I’m getting harassed/threatened on my mobile number, what can I do?

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How can I change my marketing preferences?
Last updated: 16/11/2020

There are a few ways you can change your marketing preferences with felix;


- Tapping 'Unsubscribe' at the bottom of a felix marketing email or replying 'STOP' to a marketing SMS


- If you're a felix customer, you can update your preferences in the felix app via Settings > Notifications


Please allow up to five working days for the unsubscribe to take effect.


Please note, important service messages don't form part of your marketing communication preferences.

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I need a replacement SIM
Last updated: 10/03/2021

Sorry to hear something went awry. 


To order a replacement felix SIM, head to your felix app and tap Settings > Order replacement SIM


We will then send you a link via email to confirm your request, the link will expire in four hours, so jump on it ASAP. We’ll send your replacement SIM to your address on file, if the address is incorrect, please chat to us in the felix app. We’ll be happy to help. 


To active your replacement SIM, check here: How do I activate my replacement SIM?


If you have lost your phone, here are some extra steps you may want to take: My phone has been lost or stolen

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How does pausing my felix subscription work?
Last updated: 16/11/2020

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 the end of your current billing cycle. Your maximum pause length is 242 days from renewal, we'll notify you if you're nearing this.


Please note, 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 $.


Please note you'll have up to 60 days to purchase International Roaming once you've paused.


To resume, simply head back in the felix app and select Resume my subscription from Home.

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Can I cancel my felix subscription at no extra cost? (Yes!)
Last updated: 08/09/2021

Yep! You're able to cancel your subscription at any time with no exit fees. You're also able to pause your subscription at any time if you'd prefer not to cancel completely, see: How does pausing my felix subscription work?


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


Please note, 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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How do I transfer my account/mobile number to another person?
Last updated: 16/11/2020

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

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I've forgotten my password
Last updated: 16/11/2020

If you've forgotten your password:

From the felix app login screen, tap Forgot your password? > Input your email > Send email. From there, follow the instructions in the email to reset your password. If you can't see the email, it may have landed in your spam folder.

 

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. 

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Can I view my usage history?
Last updated: 16/11/2020

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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How do I apply my referral/promo code?
Last updated: 28/09/2021

When you sign up to felix in the app, you will be asked to enter your referral or promo code. 


With referral codes, when you activate your peachy new SIM, you’ll get $35 off of your next renewal and your referrer will also get $35 felix credit. 

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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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How does call catcher work?
Last updated: 25/05/2021

If you deactivate your voicemail service, call catcher will automatically be enabled. Call catcher gives your callers the option to text you their contact number in the event you can't answer their call.


See here to manage call catcher and other call diversions: How do I set up call diversions?

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How do I manage call waiting?
Last updated: 16/11/2020

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 of 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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How do I manage caller ID?
Last updated: 10/03/2021

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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What is my felix wallet?
Last updated: 28/09/2021

Your felix wallet is where we keep your discounts to apply against your next felix purchase. If you refer a friend through the app, and they activate their felix SIM, this is where your $35 referral bonus will go.


For example, if Susie has $35 worth of discounts in her felix wallet, then her next felix purchase, which could be her monthly subscription payment, will be reduced by $35 (so, free! Unless Susie has a $5 International Calls Calls + Text add-on).

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What details do I use to log into felix?
Last updated: 24/11/2020

There are a few ways you can log into your felix app;


- The email address and password combination that you set up when signing up to felix

- Any 'bio' authentication that your phone supports, i.e. face or finger print recognition

- If the first option is in the too-hard-basket, and the second is a little too Orwellian, you can also set up a 4-digit PIN to log in ;) 


If you've forgotten your password, check this article out for help: I've forgotten my password

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

In your felix app, tap Settings > Profile > Enter the security PIN sent via text message and you will see all of your personal account details, including your account number.

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How do I set up call diversions?
Last updated: 24/08/2021

Here are the codes to dial if you want to set up the following diversions. Note, these calls are at no cost to you :)


To set up call diversions to another mobile number, dial and call **21* followed immediately by the phone number you'd like to divert to (just needs to be a standard Australian mobile number).


Here are some other short dial codes that might help,


- Dial 1213 to cancel all call diversions 

- Dial 1214 to cancel all conditional and unconditional diversions

- Dial 1215 to activate/deactivate call catcher (see: How does call catcher work?)


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

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How do I add Unlimited International Calls and Text?
Last updated: 10/02/2021

To add an Unlimited International Calls and Text pack to your felix subscription;


1. Log into your felix app


2. On your Home screen, tap Add Unlimited int'l calls & text and follow the prompts


The Unlimited International Calls and Text pack costs $5 per month and will automatically renew with your felix subscription until you notify us that you wish to cancel it. It includes Unlimited Standard International Calls and Text from Australia to over 40 selected countries (listed at https://felixmobile.com.au/plan/international-calls-text/) and excludes premium, video, special and overseas free phone numbers. Included countries are subject to change and you cannot make standard international voice calls or send standard texts to countries outside of the selected countries.

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How do I add International Roaming?
Last updated: 24/11/2020

To add an International Roaming pack to your felix subscription;


1. Log into your felix mobile app


2. Tap Settings > International Roaming > More info & how to buy > follow the prompts


To find out more about the International Roaming pack, head here: How much does it cost to get International Roaming on felix? 

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Can I refer a friend?
Last updated: 28/09/2021

Yep! For every referral that activates their SIM, you’ll get a $35 discount in your felix wallet towards your next purchase. See: What is my felix wallet?

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How do I activate my replacement SIM?
Last updated: 10/03/2021

To activate your replacement 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 you’ll get prompted when it’s ready.


Note, your current mobile number will automatically be on this new SIM :)

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