Help Topics

All your questions and issues in one place.

Popular Topics

Getting Started
How do I activate my SIM?

You can activate your SIM using your existing number or we’ll give you a new one.

If you are porting from Telstra to Boost Mobile, you will need a special blank Boost Mobile SIM. Please call 1800 026 678 and we will send one out to you.

 

Before you start, you’ll need:

1.       Your SIM serial number or service number
(You can find these numbers either on your SIM Starter Kit or the Telstra packaging that came with your new device.)

2.       One valid form of ID

  • Australian driver’s licence or learner’s permit
  • Medicare card
  • Australian passport
  • International passport with valid Australian visa

 

To activate your SIM

Simply head to boost.com.au/activate and follow the steps.

If you wish to keep your existing number simply select “Keep my existing number” during the activation process. You do not need to contact your previous provider. We’ll sort that out with them.

 

When you’ve completed the activation form

You’ll receive an SMS and email to confirm your activation is underway.

Your number should be active within 4 to 24 hours after activating.  If you make a request outside business hours, including Sundays and public holidays, we’ll process it on the next business day. If you are keeping your existing number, you can still use the number with your previous provider until the switch to us is complete.

When your Boost SIM is active, you’ll receive an SMS or email notification letting you know that your Boost Mobile service is ready to use. Learn how to manage your service at boost.com.au/hello.

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

Porting your number across to Boost  Mobile service is easy.

When activating your SIM, simply select the “Bring my phone number” tab. Fill in your details and we’ll sort it out with your previous provider.

Your number should be active on Boost Mobile within 4 to 24 hours after activating.  If you make a request outside business hours, including Sundays and public holidays, we’ll process it on the next business day. You can still use the number with your previous provider until the switch to us is complete.

If you are porting from Telstra to Boost Mobile, you will need a special blank Boost Mobile SIM. Please call 125 8881 (8am-9pm AEST, 7 days) and we will send one out to you.

Please be aware that the switch will only happen during these hours:

Mon-Fri: 8am-8pm AEST

Sat: 10am-6pm AEST

If you’re outside of these times, your number will still be active with your existing provider until the next business day.

We’ll email and SMS you once your number is active.

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

You’ll need a blank SIM to port from Telstra to Boost Mobile. Call our Customer Care team on 125 8881 (8am-9pm, 7 days) and a blank SIM will be mailed to you. Ensure you have your personal details handy.

If you’re in metro Sydney, Melbourne, Adelaide, Perth, Canberra, Darwin, Hobart or Brisbane, you’ll receive it the next day (if your order is 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 with Boost. The most popular option is on the Boost Mobile App.

  1. On our app –download android download iphone
  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.

 

Auto Recharge

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:

  • Recharge using your credit card on the Boost Mobile App, care.boost.com.au or by dialling #111# on your phone
  • Save the details and select “auto recharge”
  • Set your start date and never think about recharging again
Balance & Usage
How do I check my credit balance and data usage?

Using the Boost Mobile App

The Boost Mobile App is available for Android and iPhone. To check your balance and expiry:

1.      Open the Boost Mobile App (download for Android or iPhone)

2.      Your current balance and expiry dates are displayed at the top of the screen.

You can also use the Boost Mobile App to recharge, access your history, set up auto recharge and access rewards exclusive to Boost Mobile customers.

 

Using your phone

To check your Pre-Paid balance and expiry date using your smartphone

1. Head to care.boost.com.au on your phone browser

2. Your balance and expiry date will be displayed at the top of the page.

If you don’t have a smartphone, dial #111# and follow the prompts to check your balance and expiry date.

 

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

 

How to set up MessageBank®

  1. Call 101 from your mobile
  2. Follow the prompts to set up your personal greeting and MessageBank PIN

 

MessageBank Diversion

You can alter how long your phone rings before 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#

 

How to activate or cancel hang-up messages

Hang-up messages are missed call notifications that send you an SMS when the caller hangs up after you greeting plays.

To activate or cancel hang-up messages:

  1. Call 101 from your Boost mobile
  2. Press 3 for ‘Mailbox Setup’
  3. Press 5 for ‘Other Mailbox Options’
  4. Press 6 for ‘Hang-up Messages’
  5. Follow the prompts to turn on or off

 

How to extend your ring time

  1. On your Boost mobile dial **61*101** (number of seconds: 15, 20, 25 or 30) #
  2. Press the Call/Send button

(For example, to extend your ring time to 30 seconds, you would dial **61*101**30#)

 

How to change your personal greeting

To change your personal greeting, follow the steps below:

  1. Call 101
  2. After listening to your messages, return to the MessageBank® main menu
  3. Press 3 for ‘Mailbox Setup’
  4. Press 1 for ‘Greetings’
  5. Press 1 to re-record your personal greeting

If you have difficulties managing your MessageBank® service call 125 102, enter your mobile phone number and follow the prompts.

 

How to cancel MessageBank

  1. Dial #002# from your Boost mobile and press Call/Send
  2. Your mobile phone will display a message confirming MessageBank has been cancelled.

When MessageBank® is cancelled, Message2Text will automatically be enabled. Message2text converts a 10 second voice message directly to a text message, without you having to dial 101.

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 a Telstra customer and wish to change to Boost, then you’ll need a blank SIM which you can get from Customer Care. More info here.

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

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.