Frequently Asked Questions

Browse our FAQs for help with your Australia Post Mobile service.

  • General
  • Pay
  • Data
  • Sharing Data
  • Gifting Data
  • My Account
  • VoLTE & WiFi Calling
  • Network

Can I keep my current mobile number when moving to Australia Post Mobile?

Yes. When you activate your SIM, you can request to use your existing mobile number. There may be costs from your existing provider to transfer your number. This transfer process is also called porting.

Can I change plans?

Yes, as there’s no lock-in contract with Australia Post Mobile, you can easily change plans. Plans can be upgraded or downgraded when your plan has expired, which occurs when all of your included data has been used, or your current renewal period has ended.

How do I change my plan?

Log into My Account and select 'change plan' from the 'Manage plan' section. Your new plan will take effect from the next renewal period if your current plan is still active or immediately if your plan is expired.    

Can I use Australia Post Mobile overseas?

No, international roaming for Australia Post Mobile is not currently available. 

I have a question that isn’t answered here. Where can I get more support?

Call us on 1300 196 916 for help (Mon-Fri 8:30am - 6pm, Saturday 9am – 2pm AEST, excluding public holidays).    

How do I pay for my services each renewal period?

There are two options to pay for your Australia Post Mobile service each renewal: credit or debit card and recharge voucher.

Credit or debit card can be used through your My Account to make renewal payments. You can save the card details for easier future payments and select Auto Renew for automatic payments each renewal period.

Recharge vouchers can be purchased at participating Australia Post Offices. Ensure that you only purchase a recharge voucher in the same denomination as your plan as other values will not work. For example, if you are on the $30 Plan you can only redeem a $30 voucher.

Vouchers can be redeemed through your My Account or by contacting customer support on 1300 196 916.

When do I need to pay for my renewal?

Your next renewal needs to be paid for during the current renewal validity period to ensure your service is not interrupted. As your service is paid upfront, you will not receive a bill, but we’ll email you when your plan is nearing its end.

Paying for your next renewal early does not impact your current plan expiry or allowance, so there are no shortcomings for paying early.

What happens if I don’t pay my renewal on time?

If you don’t pay for your next renewal before your current plan expiry, your service will be suspended for 7 days. During this suspension period you are not able to make calls, send SMS or use mobile data. However, you will continue to receive calls and SMS messages.

To continue using your service, you can either purchase a recharge voucher at a participation Australia Post Office and redeem in your My Account or use your credit or debit card in My Account to pay the outstanding amount.

If payment has not been made after 7 days your service will be cancelled and you will need to contact us to reactivate your service. Your mobile number will be held for up to 6 months, after which time it may be allocated to someone else.

How do I change my contact details?

Call us on 1300 196 916 (Mon-Fri 8:30am - 6pm, Saturday 9am – 2pm AEST, excluding public holidays) to change your details, including your address, email address and phone number.

How do I check my current data usage?

Log in to your My Account and select Overview. This will display how much data you have currently used, how much you have remaining and any rollover data your plan includes. You will receive SMS notifications within 48 hours once you have reached 50%, 85%, 95% and 100% of your data usage.

How much data would I typically use?

To help you select which plan is most suitable for you we've listed how much data typical services use. A 1000MB of data equals 1GB. 

General Web Browsing

On a typical website, such as reading the news or online shopping each page can use around 1MB to 3MB when loaded. This would generally use only about 60MB per hour.

Gaming - Mobile Games

Mobile gaming applications can use a varying amount of data and can range from 5MB up to 1000MB (1GB) per hour. Game installation and updates can be quite large. If possible you should download these games while connected to WiFi.

Social Media - Facebook, Instagram, TikTok and Twitter

Scrolling through social media doesn't generally use too much data, around 120MB per hour, unless you are viewing lots of videos. This could add up to around 3GB to 5GB per month.

Streaming video such as Youtube, Netflix and Amazon Prime

Streaming video services can consume a lot of data quickly, especially if you are viewing them using high quality settings. If possible try to be connected to WiFi when using these services.

We've listed some examples of how much data per hour each service can use at different resolutions.

- Youtube: 480p (SD) = 360MB, 720p (SD) = 870MB, 1080p (HD) = 1.65GB, 4K (UHD) = 2.7GB

- Netflix and Amazon Prime: 480p (SD) = 500MB, 720p (SD) = 1GB, 1080p (HD) = 3GB, 4K (UHD) = 7GB

Facetime Video Chat

A Facetime video call uses about 3MB per minute, or 180MB per hour.

Music and Podcast Streaming - Apple Music, Spotify, Podcasts

Music streaming services depend on which service you are using and the quality settings, but generally they don't use much data at around 1.5MB to 2.5MB per minute, or 90 to 150MB per hour.

Will I receive updates on my data usage?

We’ll keep you updated on your data usage with SMS notifications advising you when your data usage reaches 50%, 85%, 95% and 100%. 

What if I use up all my data?

If you reach 100% of your data allowance included in your selected plan (including any shared and rollover data), you’ll still be able to make and receive calls and send texts, but you’ll be unable to access data.

When your data limit has been reached, you'll have the opportunity to top up your included data ($5 per 1GB), choose a new plan with a higher data limit or pay for another renewal period and do a 'plan reset'.

What happens to unused data?

On our 30-day plans, when you renew before your expiry date, any unused data from the previous renewal period is rolled over into your data allowance for the following renewal period, up to a maximum allowance of 100GB. For our 365-day plan, any unused data expires at the end of your renewal period.

Data is counted in kilobytes (KB) and includes uploads and downloads.

Can I share or gift my data?

Please see the 'Sharing Data' and 'Gifting Data' sections for more information.

Who can I share data with?

Data is automatically shared with all services on the same Australia Post Mobile account.

What if I don't want to share data with all SIMs in my account?

If you don't want a SIM to access the shared data pool, it will need to be removed from your account. Contact us on 1300 196 916 (Mon-Fri 8:30am - 6pm, Saturday 9am – 2pm AEST, excluding public holidays) to request this change.

What if all data within all SIMs is used up?

Once the shared data pool is used up, all services on the same account will no longer be able to access any data until the next renewal period. You can then choose to either top up data at $5 per 1GB or renew your services by paying for another 30-days and selecting a 'plan reset'.

Who can I gift data to?

Data can be gifted to anyone who has an active Australia Post Mobile Service.

How do I gift data?

You can gift data to other Australia Post Mobile users - 1GB per gift, up to a maximum of 5GB/60GB per billing period (being 30/365 days). You must have more than 1.5GB remaining to gift data. 

- Go to My Account and navigate to 'Data gifting'. 

- Enter the recipient's Australia Post Mobile number and click 'Gift 1GB'. 

- Once gifted, the data will appear in your account as data used. 

- The recipient can use the gifted data when their own included data has been used up. 

- Gifted data does not rollover between renewal periods.

When does the data I gift expire?

Data you gift will be added to the recipient's data allowance and expire at the end of the recipient's renewal period.

If I use my data up, can I get my gifted data back?

Data can be gifted to anyone with an Australia Post Mobile service and the recipient can gift the data back in the same way.

I have forgotten my password, how can I access My Account?

On your 'My Account' login page you can click Forgot your password which will ask for your email address and send you a password reset link.

I cannot remember the email address I use to access My Account - what can I do?

Please Contact us and include your full name name, mobile number and the email address you are enquiring about.

How can I re-activate a mobile number that has been cancelled?

Please Contact us and include your full name name and mobile number you are enquiring about. We can re-activate your number if it was cancelled within the last 180 days.

How can I further protect my account from unauthorised access?

You can request to add a PIN or Password to your account that we will use in addition to our standard ID verification questions before we will discuss details of your Australia Post Mobile account.

How can I add an authorised contact to my account and what can they do?

As a primary account holder you can provide authorisation for another person/s to access your Australia Post Mobile account by adding them as an Authorised Representative. You can assign full authority or partial authority to another person.

An authorised representative must be 18 years or older. When adding them to the account you’ll need to provide us with that person’s full name and date of birth.

What a full authorised contact can do on your account:
 - Get help to resolve any problems with your mobile phone service.
 - Make a payment via a voucher code or receive assistance with adding/updating your payment details.
 - Request a plan change.

 - Request a replacement SIM for faulty services.

 - Add a new service.
 - Close an existing service.
 - Add an authorised contact to your account.

What a partial authorised contact can do on your account:
 - Get help to resolve any problems with your mobile phone service.
 - Make a payment via a voucher code or receive assistance with adding/updating your payment details.
 - Request a plan change.

 - Request a replacement SIM for faulty services.

How can I add an authorised contact to my account?
Give us a call on 1300 196 916 to add an authorised contact to your account.

What is VoLTE (Voice over LTE) and do you support it?

Yes, Australia Post Mobile supports VoLTE, or Voice over LTE (Voice over Long Term Evolution wireless). This is a technology which uses the Optus 4G network to provide higher voice quality and faster call connection times when making phone calls.

VoLTE is automatically enabled when you activate an Australia Post Mobile service as long as your mobile phone supports this feature. iPhones will continue to display the 4G icon. Compatible Android phone will display VoLTE next to the 4G icon when in a VoLTE coverage area.

How do I enable VoLTE on my mobile handset?

You may need to enable 4G voice / VoLTE on your handset.


  • Tap Settings icon on the Home screen
  • Tap Mobile menu item
  • Tap Mobile Data Options menu item
  • Tap Enable 4G menu item
  • Select the Voice & Data option to enable VoLTE

Please consult your phone’s instruction manual on how to enable – on Samsung and some other models it is under:

  • Open Apps icon
  • Locate Settings icon
  • Tap Mobile Networks
  • Select VoLTE to enable on the device

What is WiFi Calling and do you support it?

Yes, Australia Post Mobile supports WiFi Calling which allows you to make and receive calls, MMS and SMS over a WiFi network. This is handy if you are out of network coverage but still have access to a WiFi network.

WiFi Calling does not use your mobile plan data, but will use data from the WiFi connection which is usually from your home broadband. A 5 minute call will only use about 3.8MB of data.

Most WiFi networks will allow WiFi Calling, although some company and public WiFi connections may block the feature.

How do I enable WiFi Calling on my mobile handset?

Firstly, you need to enable VoLTE on your handset – please see the VoLTE section for more details.

Once VoLTE is enabled you will need to turn on WiFi Calling.


  • Tap Settings icon on the Home screen
  • Tap Mobile menu item
  • Tap WiFi Calling
  • Turn WiFi Calling on This iPhone slider to on
  • You'll see a warning about location data and what your carrier collects. Tap Enable to turn on Wi-Fi Calling.


Please consult your phone’s instruction manual on how to turn it on – on Samsung and some other models it is under:

  • Open Apps icon
  • Locate Settings icon
  • Select Connections
  • Tap WiFi Calling
  • Select ON to enable WiFi Calling

What network does Australia Post Mobile use?

Australia Post Mobile uses the Optus 3G and 4G Plus network. Optus provides unrestricted access to its network Australia-wide and offers extensive coverage, with 3G and 4G Plus coverage available to 98% of the Australian population.

What frequencies does the network use?

The Optus 3G/4G network uses LTE 700 / 1800 / 2100 / 2300 and 2600 MHz frequencies.

How do I check the network coverage in my area?

The Optus network covers 98% of Australia so you can expect to receive solid coverage and fast speeds wherever you are.

To check your address please visit our network Coverage page.

Is my mobile phone or device compatible?

If your device has the ability to operate on the Optus 3G/4G network, then it will work with Australia Post Mobile plans.

If your device is locked to the Telstra or Vodafone networks, you will need to contact them to obtain a network unlock code.