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Some extra help.
How can I contact felix for help?
Last updated: 21/10/2021

If you can't find what you're looking for in our FAQs - please do reach out to us. felix's Australian based team are available from 8am to 8pm Mon-Fri, 9am - 6pm weekends/holidays Sydney time, and can be reached in heaps of places for your convenience;


- Chat to us in the felix app (this is the best way to reach us if you're already a customer!)


- Chat to us on the felix website help.felixmobile.com.au


- Shoot us an email to support@felixmobile.com.au


- Leave us a voicemail on 1300 801 956

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What is the fair use policy?
Last updated: 05/07/2021

The fair use policy refers to a handful of scenarios defined as 'unreasonable use' (section 6) or 'unacceptable use' (section 7) for a personal mobile service (here's the link). For example, you're free to hotspot to your personal devices from your mobile phone. However, your felix SIM can't be used in a device that's not a mobile phone (i.e. a modem or dongle) or to hotspot to other people's devices.

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Where is the felix support centre?
Last updated: 16/11/2020

The felix team are proudly located in Australia.

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I've got an idea for felix that I'd like to share!
Last updated: 15/09/2021

Awesome. We'd love to get your feedback, ideas or feature requests.


The best way to get it across to us is by clicking the below link, so that we can make sure it gets to the right people people that need to see it: https://help.felixmobile.com.au/support/tickets/new/

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Supporting customers with accessibility needs
Last updated: 10/02/2021

Here are some services you can use should you require assistance getting in touch with us:


- Accessible Telecoms is a nationwide disability telecommunications service that provides independent, up-to-date information on mainstream and assistive telecommunication products suitable for people with accessibility needs.


- Accesshub, a government initiative that provides a central source of information on a range of communication options available to people who are deaf, hard of hearing and/or have a speech impairment.


- The Australian Government offers a Translating and Interpreting Service for people who don't speak English.


For your device, Android and iOS have extra support options which you can read about here; 

iOS - https://apple.com/au/accessibility/iphone/

Android - https://support.google.com/accessibility/android/answer/6006564/ 

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I’m getting harassed/threatened on my mobile number, what can I do?
Last updated: 24/11/2020

If you're receiving harassing or threatening contact on your mobile number, you can reach out to us and we can raise an 'unwelcome calls' request on your behalf. We can also help you change your mobile number if you'd like.


If you are in immediate danger - please contact 000 or your local police authority. 


To find out more, check out our Unwelcome Communications Policy

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I am experiencing financial hardship, do I have any options?
Last updated: 28/07/2021

felix is all about doing the right thing by the planet and by our customers. So, if your renewal payment fails, we will automatically extend your service for another two days (and attempt a payment on each of those days). So, if you need a couple of days to pay, it's all good.


Alternatively, you can ensure that your next month's felix payment doesn't get processed by pausing your subscription in the felix app - there is no charge to do this. Once your plan is paused, you will still have access to your service up until the end of your current billing cycle.

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How do I make a complaint?
Last updated: 24/07/2021

If you feel like we're in the wrong at any time, we want to know. At felix, we take all complaints seriously.


There are many ways you can make a complaint; email, live chat, voicemail (See: How can I contact felix for help?). In order to make sure every complaint is handled properly, we have a set of steps we take with each complaint to make sure first and foremost your problem is solved, and then fix any problems here to make sure this doesn't happen again. You can read our complaints handling policy here


If we can’t resolve your complaint, you can contact the Telecommunications Industry Ombudsman on 1800 062 058. For full contact information for the TIO, visit https://www.tio.com.au/contact-us/

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What is the the felix 7 Day Happiness Guarantee?
Last updated: 24/11/2020

We’re pretty sure you’ll think we're peachy, but if you don’t, just let us know within seven days of activating your SIM and we'll refund you any Charges in full.


To make a claim, please get in touch within seven days of activating your SIM. 

There are heaps of ways to get in contact, see: How can I contact felix for help?


The 7 Day Happiness Guarantee is available to new felix customers only. For full terms, see https://felixmobile.com.au/plan/ under Terms & Conditions.

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I didn't receive my SIM
Last updated: 02/03/2021

If you didn’t receive your SIM, chat to us in the felix mobile app and we’ll get it sorted for you.

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Scams and hoaxes
Last updated: 01/09/2021

Scammers use a wide variety of methods to impersonate legitimate businesses and organisations to obtain personal and private information. Known as phishing, these scam websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. For more information, head to the Scamwatch website.


What to do if you receive suspicious correspondence or calls claiming to be from felix?


If you receive a call, letter, email, text message or other communication that claims to be from felix and you suspect it may be a scam or hoax, get in touch with us right away.


Scam emails and text messages


If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:


  • Don’t reply to the SMS or email
  • Don’t provide any personal details
  • Don’t click on any links
  • Don’t open any attachments
  • Don’t call any numbers associated with the SMS or email
  • Don’t share any content of the SMS or email with anyone
  • Email a screenshot of the message to support@felixmobile.com.au, the date and time you received it, how many times you received it, plus your mobile number
  • Report the email or SMS to Scamwatch


Scam phone calls


Felix only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:


  • Don’t give the caller any personal details and hang up
  • Check that the call is coming from a number that’s not a number that we use - 02 8188 3845
  • Block the caller/sender's number using your phone's built-in call rejection features or by downloading an app to restrict incoming calls and messages.
  • Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
  • Report the call to Scamwatch
  • Email support@felixmobile.com.au and provide the date and time you received the call, how many calls you received in total and your mobile number.


Scam websites


Scam websites can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. If you come across a website that you suspect is fraudulent, this is what we advise:


  • Don’t click on any links
  • Don’t call any numbers associated with the website
  • Report the website to Scamwatch
  • Email support@felixmobile.com.au and provide a screenshot of the website, the date and time you accessed it and your mobile number.


Latest known Scams

Flubot Scam

You may have recently received an SMS message, claiming that you have had a missed call or voicemail. These messages are generated by Malware called Flubot, which spreads via SMS messages and can infect customers with Android devices on any mobile network. We have also seen variants of the Flubot message, purporting to be from a courier service asking the end user to install a tracking app through a link which will infect the device with malware. If a user clicks the link and installs the app, the malware will take over the device and send texts to the infected user’s contacts. An easy way to identify these messages is the badly spelled wording, such as:


my86 Your service provider zas sent you a nee notice: <LINK>  


wfq5cm Voicemail: You have 1 new Voicemaill (s). Go to: <LINK>


If you receive an SMS like this, do not click on the link and please forward a screenshot of the message to support@felixmobile.com.au. Delete the SMS as soon as possible. It is important to point out that just because you have received the message, this does not mean your device has become infected.


If you click on the link, you will be taken to a web page that may look like a genuine site with branding that you are familiar with. You may be prompted to install an app, so you can listen to the voicemail message. If you give permission to install the app, the Flubot malware will be installed onto your device. The malware may be able to access your contacts list and access your personal information if you use your device while infected. You may also receive texts or calls from random numbers stating that you have sent them an SMS, which you will have no knowledge of.


What should you do if you have become infected?


If you have become infected, don’t enter any passwords or log into any accounts until you have cleaned your device using the below steps.


How to clean your device


Cleaning your device using the steps below will remove the malicious software from your device.


To clean your device, you can:


contact an IT professional

download official Android anti-virus software through the Google Play Store

perform a factory reset of the device.


Performing a factory reset of your device will delete all of your data including photos, messages, and authentication applications.

At this time Apple devices are not affected, but we are aware that customers with Apple devices have been also receiving these Flubot messages.


For more information, head to the Scamwatch website.   


Covid-19


Unfortunately, during these difficult times it is business as usual for fraudsters and scammers who are using the spread of COVID-19 to take advantage of people across the country. These scams can include spam messages impersonating the Government or the ATO, and there has also been an emergence of scams related to people’s superannuation.


You can find lots of useful information regarding the latest COVID-19 scams on the Scamwatch page.


If you receive any emails or messages that you think are suspicious, please report them to Scamwatch here.


You can also forward any emails or send screenshots of any suspect messages to us at support@felixmobile.com.au.




How to protect your device?


Here are some ways to protect your device:

  • Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
  • Lock your mobile handset and voicemail with strong PINs.
  • Think carefully before clicking on a link or opening suspicious emails and attachments.
  • Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.

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I believe I'm the victim of Fraud
Last updated: 02/03/2021

We take fraud seriously at felix, and we’re committed to helping you if you suspect that you’ve been a victim of fraud.


You can check out our Fraud Policy here, or get in contact with us to find out more.

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My number has been fraudulently transferred from felix to another provider, or I suspect it has
Last updated: 03/03/2021

If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately contact the following;


  • Get in contact with us by email, privacy@felixmobile.com.au 
  • The Australian Federal Police or the law enforcement agency in your state or territory
  • Report it to Scamwatch.


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I think I have lost money to a scammer
Last updated: 02/03/2021

Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.


They may be able to stop a transaction or close your account if the scammer has your account details.

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