How do I set up and manage voicemail?

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) 

*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.

What are the voicemail menu options?

Below are the menu options available when playing a voicemail:

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 ‘*’ 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 below for more information.

How do I set up my Visual Voicemail? (iOS only)

With Visual Voicemail on iOS you can manage your voicemail mailbox directly from the ‘Phone’ app on your iPhone. You will need to set up your mailbox first by dialling 121 before using Visual Voicemail. Visual Voicemail allows you to access your mailbox to play and delete your messages, return calls and personalise your greeting.

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

After activating Visual Voicemail, your current personal greeting will carry over. To record a new greeting, tap ‘Greeting’ on the top left of the Visual Voicemail menu.

How do I change my voicemail settings?

- Dial 1210 to deactivate your voicemail and turn on call catcher

- Dial 1211 to re-activate voicemail

- Dial 1212 to divert all calls to voicemail

- Dial 1213 to cancel all call diversions

- Dial 1217 to set up visual voicemail

- Dial 1218 to activate voicemail SMS alerts

How do I change my voicemail greeting?

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.

Do voicemail messages expire?

New voicemail messages and messages saved in your mailbox expire after seven days. You can keep a message for longer by following the Voicemail menu options above. Messages that have expired cannot be recovered.

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Your subscription is billed monthly, so your renewal date will fall on the same day every month. It will go through automatically at around 11:59pm Sydney time on your renewal date, unless you decide to switch your number to another provider, pause or cancel beforehand. This renewal date is determined by when you activated your physical SIM, or on the date you chose to bring across your number across with eSIM.

Any credit in your felix wallet will automatically be put towards your renewal amount.

Note: if your payment cycle starts on the last few days of the month (for example 29th, 30th, 31st), then at some stage your renewal payment date will change.

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You’ll make your first payment upfront when you sign up but your billing cycle won’t start until you’ve activated your SIM in the felix mobile app.

Another article that may help: How does the payment cycle work?

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If your payment fails on your renewal date, you can continue using your service for another two days. We will automatically attempt payment at 11:59pm Sydney time on day one and two if no successful payment has been made. We also recommend jumping into the felix mobile app and make a payment at your earliest convenience by tapping Re-purchase my subscription from the Home tab.

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We don’t currently have this feature, or the ability to transfer funds into your felix wallet for one-off renewals. If you’d like to move your renewal date to be earlier in the month permanently, please reach out on live chat so we can give you a hand.

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We accept all valid Australian and internationally issued Mastercard or VISA credit/debit cards and PayPal. At this stage, we don’t accept payment via direct debit, BPAY, Apple Pay or Google Pay.

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Your subscription automatically renews every month unless you decide to pause or cancel your felix plan, which can both be done at no extra charge.

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

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This is where any credit is added to your account by the felix team including the bonus received from referring friends. This credit balance will automatically be put towards renewals or purchases.

This is where any credit is added to your account by us including credit given for your birthday or for referring friends. This credit balance will automatically be put towards any upcoming renewals or purchases.

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Yes! Within the felix mobile app, tap Service > Billing info > Billing history. Tap the current payment cycle to view and download the invoice or tap the three lines icon to view older ones.

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These start with the numbers 190, with an example being a number used for entering a competition. Calling/texting premium rate numbers are not included in your felix subscription.

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Our prices include GST.  

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In the felix mobile app go to Settings > Billing info > Change payment method > enter security PIN sent via text message > Choose your new payment method.

To verify your payment method, we’ll put a temporary $1 pre-authorisation on it. This is not a charge and will be released by your bank.

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Unfortunately, not at this stage but watch this space! Each account needs a separate email address to sign up.

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Activating a new SIM with a new number? Find your new number by tapping Settings > Service number. If you’ve ordered a physical SIM, you’ll also find your mobile number on the SIM pack itself.

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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’re 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 in with us via the felix mobile app and we’d be happy to help. To change account ownership, you'll need to complete Multi-Factor Authentication.

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If you’ve lost your phone or it’s been stolen, we strongly recommend barring your lost SIM and setting up a temporary call diversion. To do so, please reach out to us on live chat within the felix mobile app.

You can also order a replacement SIM through the felix mobile app (if you can borrow someone’s phone to log in), or alternatively start a live chat with us on our website, Facebook Messenger, WhatsApp or within the felix mobile app.

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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Call waiting allows you to put a current phone call on hold if another one comes, with the ability to switch between the two as needed.

Turning this on or off depends on the device you have, so we recommend searching the web for your device and ‘call waiting’ to find the right instructions.

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At this stage we’re not able to update a mobile number. If you’re needing to update yours due to harassment or threatening contacts, see I’m getting harassed/threatened on my mobile number, what can I do?

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To order a replacement SIM, head to the felix mobile 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 mobile app to get the replacement underway. The link will expire in four hours, so we recommend jumping on it ASAP. Replacement physical SIMs will automatically go to the address on file. If you’re having trouble receiving or using the link in the email, please chat in with the team.

*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 mobile 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, you can pause your subscription in a few taps via the felix mobile app. Head to the app Settings > Phone and service settings > Pause my subscription > Pause my subscription.

Once paused, you can continue using your subscription as normal for 48 hours after the end of your billing cycle. Your maximum pause length is 242 days* (this starts from the end of the 48 hours) and we’ll notify you when you’re getting close.

When paused, you can continue using any international add-ons, so we recommend pausing your main felix subscription if you’re planning on going travelling for more than a month to save some dollars! You have up to 60 days to purchase International Roaming once paused.

To resume your subscription within 242 days, head to the felix mobile app and tap 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 and paying $35/mth, you'll be required to pay the new price of $40/mth.

*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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You can cancel your subscription with felix at any time with no exit fees. You can also pause your subscription if you prefer for up to 242 days, after which time your account will be suspended.

To cancel, head to the felix mobile app > Settings > Phone and service settings > Cancel my service > Yes, cancel my service.

After cancelling, you can still use your subscription until the end of the current billing cycle.

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To transfer your account to another person, you’ll need to chat in with us so we can help you.

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I forgot my password:

From the felix mobile app login screen, tap Forgot my password? > Input your email > Send email. Then, open your email on your mobile phone and follow the prompts to reset your password. If you haven’t received the email, please check your spam folder. r.

I forgot my email:

We sent you a confirmation email on sign up to felix mobile, so if you have multiple email accounts, we recommend searching felix mobile in your mailbox to find out what email you signed up with.

I want to change my password: 

In the felix mobile app, go to Settings > Security settings > Change password and follow the prompts.  

I want to change the way I log in:

In the felix mobile app, 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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You can view your data, call, and text usage history within the felix mobile app. From the Home tab, tap Service > Usage history > enter the security PIN texted to you > Continue.

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Choose whether you have your Caller ID on or not is simply choosing whether to display your number when you call people or show it as private instead.

To turn it on or off, go to your Settings app of your phone, or within the felix mobile app > Settings > Phone and Service settings > toggle ‘Caller ID’ on or off.

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You can use the short dial codes with your felix subscription:

- Dial *21* to divert all incoming calls to another standard Aussie mobile number, dial **21* followed by the mobile number and #
- Dial 1213 to cancel all call diversions
- Dial 121600 to activate/deactivate call catcher (this is automatically enabled when you switch off voicemail, giving callers the option to text you their contact number in the event you don’t answer)

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It’s super easy to refer friends and has some pretty cool benefits for everyone involved!

Refer a friend to felix and they'll get 50% off their first 4 months, and you'll get $10 in your felix wallet for every friend that signs up and activates with your referral code! 

Here's how to do it:

- Open your felix mobile app and scroll to the bottom of the Home tab.

- Tap the Refer friends for $10 credit block.

- Share your unique referral code with as many friends as you like.

- When they sign up and activate their SIM using your referral code, you’ll get $10 of credit in your felix wallet, and they'll get - 50% off for 4 months with us!

If you’ve enabled push notifications, we’ll let you know when somebody you referred has activated their SIM and the $10 credit has been added into your felix wallet. T+Cs apply.

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To activate your replacement physical SIM, jump into the felix mobile 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.

These steps will not work for a SIM if you purchased at Coles, Woolworths or Officeworks. You’ll need to chat with our care team through the felix mobile app if you’ve already purchased one. Note, your current mobile number will automatically be on this new SIM.

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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.


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’d like to cancel it as well, you’ll need to do so in the felix mobile app.

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Yes, you can have an active plan on a physical SIM and a separate plan on an eSIM at the same time. 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 automatically be sent to voicemail.

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