Premium Mobile – Frequently Asked Questions
1. How Do I Activate My SIM?
To activate your Premium Mobile SIM, visit our activation page and follow the simple steps.
You’ll need:
• Your 13-digit SIM serial number (printed on the SIM card).
• A valid form of ID: Australian Driver Licence (with card number), Passport, or Medicare Card.
⚠️ Ensure your entered details exactly match your identity document.
Need help? Chat with our support team on the website if you’re unable to verify your identity.
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2. Can I Keep or Choose My Number?
• Choose a New Number: You’ll be offered a selection of random numbers during setup.
• Keep Your Current Number: Select “Keep my existing number” during activation.
⚠️ Leave your current SIM in your phone – you’ll receive a security PIN to approve the transfer.
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3. What Is Pre-Port Verification?
Before transferring your number to Premium Mobile, we’ll verify your identity by sending a PIN to your current SIM. This helps protect you from fraud and confirms you’re the rightful owner.
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4. How Long Does Activation Take?
Activation is usually instant, but in some cases, it may take up to 24 hours.
You’ll receive an email once your SIM is active. Then simply restart your phone to begin using the service.
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5. How Does Auto-Recharge Work?
Auto-recharge keeps your service running by automatically topping up when your plan expires using your saved Visa or Mastercard.
• You’ll receive a reminder 2 days before auto-recharge.
• You’ll get confirmation after it completes.
To manage Auto-Recharge:
Visit this link, click the plus (+) sign next to your mobile number, and enable or disable auto-recharge.
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6. How Do I Recharge Manually or Update Card Details?
1. Go to My Account
2. Log in and update your payment method.
3. Click on your service number and view usage.
4. Select your plan and click “Recharge.”
⚠️ If your auto-payment fails, you’ll need to recharge manually via the same link.
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7. What If I Lost My SIM Card?
If you’ve lost your SIM card, order a replacement here:
👉 Order New SIM
Once you receive it:
• Chat with our support team.
• Provide your new SIM’s 13-digit serial number and your existing Premium Mobile number.
We’ll transfer your number and remaining plan to the new SIM.
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8. How Do I Disconnect My SIM?
To disconnect your service:
• Chat with our support team via our website
or
• Email: support@premiummobile.com.au
Note: If your SIM isn’t recharged for 6 months, your number will be permanently disconnected.
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9. Voicemail
To access your voicemail:
📞 Dial 101 from your phone and follow the prompts.
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10. What Payment Methods Are Accepted?
We accept:
• Visa
• Mastercard
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11. What Is Your Refund Policy?
Premium Mobile does not offer refunds on:
• Prepaid plans
• Top-ups
• Cancelled services
✅ Please check our coverage map and this FAQ before purchasing.
We comply with all guarantees under Australian Consumer Law.
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12. Does Premium Mobile Support VoLTE or Wi-Fi Calling?
At this time, our plans support basic calling and voicemail features. VoLTE and Wi-Fi Calling support may vary depending on your device and network compatibility.
