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Managing your subscription settings.
I need a replacement SIM
Last updated: 27/04/2022

To order a replacement SIM, head to your felix app and tap Settings > Replace or swap your SIM, here you’ll be given the option to replace your SIM with a physical SIM or an eSIM*


Whichever type of replacement you choose, we’ll email you a link to confirm your request. The link will expire in four hours, so jump on it ASAP. Replacement physical SIMs will automatically be sent to the address on file.


If you've lost your phone, take a look at 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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Can I use both a physical SIM and an eSIM on my device? (Yep!)
Last updated: 28/01/2022

Yep. 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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How do I set up and manage voicemail?
Last updated: 17/03/2022

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


Dial codeAction
121Set up your voicemail for the first time*
121Check your voicemail (or dial 0414 121 121 to check your voicemail on another phone)
1210Deactivate 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?)
1211Re-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)
1212Divert all calls to voicemail (your phone won’t ring. If a message is left, we’ll send you a text)
1213Cancel all call diversions
1217Set up Visual Voicemail (more info on this feature here: How do I set up Visual Voicemail? (iOS only))
1218Activate voicemail SMS alert (we’ll send you a text if a voicemail is left)
1219Activate voicemail ring alert (we’ll give you a call 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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How do I set up and manage my voicemail?
Last updated: 24/02/2022

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)


- Dial 1219 to activate voicemail ring alert (we'll give you a call 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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How do I update my contact or payment details?
Last updated: 11/02/2022

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. If you would like to change the ownership of your account, chat to the team and we'll be happy to help.


*To verify your new card, a temporary $1 hold will be placed against it. This is not a charge and it should disappear from your statement within 10 days.


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Can I purchase multiple SIMs under the one account?
Last updated: 12/01/2022

Unfortunately, not at this stage but watch this space!

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How do I refer a friend?
Last updated: 25/03/2022

If you're an active customer wanting to spread the love with your mates, you and each friend you refer can get $35 felix credit!


To refer, grab your referral code by tapping Grow your felix wallet at the bottom of the Home tab of your felix app > share this with your friend(s) > make sure they input your code when signing up to felix > when they activate their SIM, you'll both get a peachy $35 credit added to your felix wallet, which will be used towards your next felix purchases. 


You can share your unique code an unlimited number of times, although your $35 discount will only apply for a maximum of 12 times. For more info, check here.

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My phone has been lost or stolen
Last updated: 27/04/2022

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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How do I activate my replacement physical SIM?
Last updated: 27/04/2022

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 you’ll get prompted when it’s ready.


Note, your current mobile number will automatically be on this new 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 does pausing my felix subscription work?
Last updated: 10/02/2022

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 and we'll notify you if you're nearing this. 


Please note, 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.

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How do I change between a physical SIM and an eSIM?
Last updated: 28/02/2022

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


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


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

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Can I move my eSIM to another device? (Yep!)
Last updated: 24/01/2022

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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How do I remove an eSIM that I no longer need?
Last updated: 22/03/2022

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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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: 27/04/2022

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 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. 


PS 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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Can I view my usage history?
Last updated: 09/02/2022

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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What's my phone number?
Last updated: 12/01/2022

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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How do I set up Visual Voicemail? (iOS only)
Last updated: 11/02/2022

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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What are the voicemail menu options?
Last updated: 14/02/2022

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 you have Ring Alerts active, or 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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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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How do I manage call diversions?
Last updated: 05/04/2022

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


Dial code
Action
**21*Divert all incoming calls to another standard Aussie mobile number, dial **21* followed by the mobile number and #
1213Cancel all call diversions
1215Activate/deactivate call catcher (call catcher is what is automatically enabled when you switch off voicemail, it gives your callers the option to text you their contact number in the event you can’t answer their call)


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

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Can I cancel my felix subscription?
Last updated: 25/03/2022

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 change my voicemail greeting?
Last updated: 14/02/2022

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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