Please find set out below answers to the most common questions and issues from our customers using our SIM Card.
Data doesn't work on my phone
The first thing to do is reboot your phone - this means turning the power completely off for three minutes, and then back on.
Are you currently in Canada or Mexico? You need to turn data roaming to ON in your phone settings.
If you are not using an iPhone, did you change the APN settings on your phone as described in the set-up instructions? If not, click here to read more.
Using an iPhone? Make sure there are no old profiles installed on your phone (from a previous overseas trip or installed by your employer). Go to Settings, General and at the bottom you must uninstall any profiles that have been previously installed on your phone.
My phone displays a message saying "SIM Not Valid", "Invalid SIM" or something similar
This means that your phone is still locked to your Australian mobile network. We already told you that your phone must be network unlocked (on our website, in the order confirmation email, on the card that came with your SIM Card and in the set-up instructions). We cannot unlock your phone. Please contact your Australian network carrier to request an unlock.
Another way to test if your phone is locked or unlocked is to put your SIM Card into another phone (someone else you are travelling with). If it works in their phone this will then prove that it is a problem with your phone.
How do I check my balance?
To check your remaining total data balance at any time, on your phone, dial *777*3# and then press call/dial. Your remaining data balance should appear on your screen. To add more data, please click here.
To check your remaining total $ balance in your International Mobile Calling Pack, on your phone, dial *777# and then press call/dial. Your remaining $ balance should appear on your screen. Remember that it costs 5c/min to call an Australian mobile and 1c/min to call an Australian landline.
To check your remaining minutes in your International Landline Calling Pack, on your phone, dial *777*5# and then press call/dial.
When I make a call it says I have no credit
Calls to Australian numbers, or any non-USA numbers are not included in your plan. If you try to call, for example, an Australian mobile number, you'll hear a message saying you have no credit (unless you purchased an international call pack).
To purchase an international call pack please click here.
Text messages are telling me my plan didn't renew
Ignore any text messages from AT&T saying your plan didn't renew. Your plan started on the date you specified in your order and expires at 11:59pm the 30th day.
I'm staying longer than 30 days - how do I recharge?
Please click here to recharge your SIM Card if you're staying longer than 30 days.
Got another question?
Please click here to read through our frequently asked questions and answers page.
Or wait up to 12 hours for a reply to your support ticket.