Help Topics

All your questions and issues in one place.

Popular Topics

Getting Started
How do I activate my SIM?

There are two ways to get activated with Boost:

  1. Online
  2. Contacting Boost on 125 8881 (8am-9pm, 7 days) or on live chat (24hrs, 7 days)
How do I keep my existing number when moving over to Boost?

Porting your number across to the new Boost Pre-paid Mobile service is as easy as:

  1. Check that your phone is unlocked and 850MHz compatible
  2. Grab a Boost Mobile SIM pack from a participating retailer, or online at boost.com.au
  3. When activating your SIM, select the “Bring my phone number” tab. You need to make sure your name and DOB match up with your existing account – and if you’re porting over from a post-paid account, you’ll need your account number. Have your SIM serial number handy for the operator – you’ll find it on your Boost Mobile SIM pack.
  4. If your phone is 850MHz compatible but was previously used on a different network, you’ll need to change some settings for it to work on the Telstra 4G Mobile network.

Bear in mind, porting can take up to 48 hours to go through.

How do I keep my existing Telstra number when moving over to Boost?

You’ll need a blank SIM, which you can’t get from retailers. The easiest way to get hold of one is to contact Boost on 125 8881 (8am-9pm, 7 days), so we can mail you one. If you’re in metro Sydney, Melbourne, Adelaide, Perth, Canberra, Darwin, Hobart or Brisbane, you’ll receive it the next day (if your order’s placed before 4pm).

When your blank SIM arrives, contact Boost on 125 8881 (8am-9pm, 7 days) to activate it.

Recharge & Payments
How do I add a bit of extra data or credit when I run out?

A $15 Bolt-On is perfect for those times that you need just a bit more or if you need to make international calls to countries not included on your plan.

The Bolt-On includes $15 credit to use on international calls/text, international roaming, data and premium services. Check out our rates for full details.

Grab a Bolt-On using your favourite recharge method.

If you joined Boost before 12 July 2016 and you have not changed your offer to UNLTD Plus™ you will need to get a $10 Add-On. Head to our $10 Add-On page for more details.

What do I do if I've been incorrectly charged?

If you believe you’ve been incorrectly charged and would like a refund, please contact Boost on 125 8881 (8am-9pm, 7 days) or live chat (24hrs, 7 days).

How do I recharge automatically?

Set it. Forget it. With auto recharge your phone will automatically recharge each month so you can get on with the more exciting stuff.

Your recharge will be set to the same date each month. So if it is a 31 day month your recharge will last for 31 days!

Here’s how to set it up:

  1. Recharge using your credit card on the app, care.boost.com.au or #111#
  2. Save the details and select “auto recharge”
  3. Set your start date… and never think about recharging again

 

 

How do I recharge?

There are four ways to recharge:

  1. On our app – download android download ios
  2. Online
  3. Dialing #111# from your phone
  4. care.boost.com.au from your phone’s browser

You can pay with a credit card, PayPal or a voucher purchased from a retailer. We also have an auto recharge option, so you can set that up and concentrate on more important things.

Balance & Usage
How do I check my credit balance and data usage?

The best way to check your balance, usage and recharge is on the Boost Mobile App available for iPhone and Android.

For all other phones, you can do this online from your phone’s browser or by dialing #111# from your phone.

Roaming & International
How do I call overseas?

International calls and texts are included in some of or prepaid plans.

 

If you joined after 12 July 2016

The $40UNLTD+ and $50UNLTD+ plans include unlimited international calls and text to 10 countries; Canada, China, Hong Kong, India, Malaysia, New Zealand, Singapore, South Korea, UK and USA.

If you are on the $10 or $30UNLTD+ plan or if you would like to call a country not included as part of your plan, you will need a $10 Bolt-On. You can purchase a $10 Bolt-On using your usual recharge method.  Calling numbers internationally is more expensive than making calls within Australia. View international rates.

 

If you joined before 12 July 2016

Unless you have changed your offer, you will be on an offer called “UNLTD” this offer does not include any international calls or texts.  To make international calls on the UNLTD offer, you’ll need to top up your $20ULTRA or $40UNLTD plan with a $10 Add-On. More information on Add-Ons.

If you would like international calls included in your plan (as detailed above) you can change your offer from “UNLTD” to “UNLTD Plus” Find out how to change your offer. 

How do I use my phone overseas?

International roaming is active on all Boost accounts (unless you have previously turned it off by contacting customer support). This means you can receive SMS while overseas.

To make or receive calls or send SMS while overseas, you’ll need to:

  1. Ensure international roaming is turned on
  2. Top up your prepaid plan with a $15 Bolt-On
    (If you joined Boost before 12 July 2016 and have not changed your offer you will need a $10 Add-On)

Roaming is available in most countries commonly visited from Australia. International roaming rates are higher than rates within Australia. Check call rates for the country you’re visiting here.

Account & Settings
How do I change my account details?

To change your account details, please contact our Customer Care team on 125 8881 (8am-9pm, 7 days).

How do I cancel my service?

To cancel your service, please contact our Customer Care team on 1258881 (8am-9pm, 7 days) or live chat (24hrs, 7 days).

How do I get my PIN or PUK code?

On your SIM packaging

When you buy your SIM card, it’s attached to a larger piece of plastic that you pop it out of. That’s where you’ll find your PUK code. By default, your PIN code is the last 4 digits of your PUK code – but obviously if you’ve changed your PIN code yourself, this will no longer apply.

Retrieve it online

If you’ve thrown away the packaging that came with your phone, don’t stress. You can retrieve your PUK code online with your full name, mobile number and date of birth as shown on your account. Enter those details here and you’ll be provided with your PUK code.

Speak to one of our reps

You can always take the old-school option and chat to us on 125 8881 (8am-9pm, 7 days) or live chat (24hrs, 7 days). Our trained reps will have all the info you need.

How do I divert calls to Voicemail?

To divert calls to Voicemail:

  • When unreachable, dial *62*101#
  • When busy, dial *67*101#

To cancel the divert to Voicemail:

  • When unanswered, dial #61#
  • When unreachable, dial #62#
  • When busy, dial #67#
  • To cancel MessageBank and enable Message2Txt, dial #002#
How do I set up Voicemail and MessageBank

The Boost MessageBank number is 101. To setup and personalise your voicemail, call 101 and listen to prompts.

You can alter how long your phone rings befe being diverted to MessageBank. To divert calls after:

  • 30 seconds, dial *61*101**30#
  • 15 seconds, dial *61*101**15#
  • 5 seconds, dial *61*101**5#
Shop
Where can I purchase an iPhone?

iPhones are compatible with the Boost network, but we don’t currently have any iPhones in stock. You can check out Boost’s range of phones here.

 

If you’re bringing a phone to Boost, make sure it’s unlocked.

How do I cancel an order?

If you have any questions regarding your order, please contact our Customer Care team on 1258881 (8am-9pm, 7 days) or on live chat (24hrs, 7 days) and quote your order number.

How do I purchase a SIM?

There are two ways to get your hands on a Boost SIM:

  1. In our online shop
  2. At your local Boost Retailer

If you are currently a Telstra customer and wish to change to Boost, you’ll need a blank SIM. More info here.

Boost currently stock SIM cards to the value of $2 and $40. If you want to join Boost on a $10, $30 or $50 prepaid plan, grab a $2 SIM and recharge to the value you are after.

How long will it take to receive my online order?

Subject to stock availability and your delivery location, you should receive your order within the following business days:

  • Non-Metro areas 2-5 business days.
  • Regional/Rural/Remote areas – 2-7 business days.

 For security reasons, you’ll need to show the same ID you used to order online when accepting your delivery from courier.

If you aren’t at home when your order is delivered, it’ll be taken to Australia Post and you’ll have to make arrangements (at your cost) to collect it. We’ll leave a card with the details of where it is and your order number.

If you have any issues with your order, contact our Customer Care team on 125 8881 (8am-9pm, 7 days) or on live chat (24hrs, 7 days). Please ensure you enter the correct delivery address and contact details. Boost Mobile will not be held responsible for items that are shipped to an address you submitted incorrectly. You will be given the opportunity to review and confirm your address on the review section of the website. If this is not noticed until after your order is finalised, please contact us by calling 125 8881. If your order has been dispatched before you notify us, you may be charged an additional fee for redirecting the order.

Rates & Coverage
What coverage do I get?

Boost Mobile is excited to offer 4G coverage on the Telstra Mobile Network. Check out our coverage map to see if you’re in a 4G coverage area.

How much do international calls cost?

International calls and texts are included in some of our prepaid plans.

If you joined after 12 July 2016

The $40UNLTD+ and $50UNLTD+ plans include unlimited international calls and text to 10 countries; Canada, China, Hong Kong, India, Malaysia, New Zealand, Singapore, South Korea, UK and USA.

If you are on the $10 or $30UNLTD+ plans or if you would like to call a country not included as part of your plan, you will need a $15 Bolt-on. You can purchase a $15 Bolt-on using your usual recharge method.  Calling numbers internationally is more expensive than making calls within Australia. View international rates.

 

If you joined before 12 July 2016

Unless you have changed your offer, you will be on an offer called “UNLTD” this offer does not include any international calls or texts.  To make international calls on the UNLTD offer, you’ll need to top up your $20ULTRA or $40UNLTD plan with a $10 Add-On. More information on Add-Ons.

If you would like international calls included in your plan (as detailed above) you can change your offer from “UNLTD” to “UNLTD Plus” Find out how to change your offer. 

 

How much do calls cost?

You can see the Boost call rates here.