HELP TOPICS

All your questions answered in one place

Getting started

To activate your Boost SIM, follow the steps below. Please make sure you have your Boost Starter Kit and a valid form of ID ready.

1. Go to prepaid.activate.boost.com.au

2. Enter the SIM Serial number

3. Choose to get a new number or to keep your existing number, click Continue.

4. Enter your ID and details in the fields provided, as they appear on your ID, click Continue.

5. Enter your email and address details in fields provided, click Continue.

6. Review your inclusions, choose a recharge or choose to recharge later, click Continue.

7. Review the details and click Activate SIM.

If your Boost SIM has not been activated within 24 hours or you do not have a valid form of ID, please message us by clicking "Message Us" on our Help page.

 

Transferring your number to a Boost Mobile service is easy. Simply head to activate and click ‘bring my phone number.’

You do not need to contact your previous provider. We’ll sort that out with them, but please make sure that you enter your details (e.g. name, DOB, phone or account number) exactly as it is with your previous provider so that the port can be processed as quickly as possible.

Please keep your old SIM in your phone until you’ve completed the activation form, as you’ll be sent an SMS to verify you have access to the phone number that is being transferred.

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 your ID is unable to be validated, you will need to go into a participating store to have your ID checked and activation completed.
For a list of participating stores, click here.

You’ll need to bring with you 100 points of ID and that has to include at least one form of primary ID.

To make up your 100 points, you can use:

One primary ID plus two forms of secondary ID, or Two primary IDs

Acceptable forms of Primary Identification include:
Australian Drivers License, Valid Australian Passport, Australian/State Government issued Proof of Age/Identity Card (only when combined with a Medicare card which includes the applicant’s name), Australian learner’s permit (only when combined with a Medicare card which has the applicant’s name), International passport with valid visa with expiry date, Blind Citizens Australia identity card, Valid Police/Defence Force ID with photo, or Valid Shooters/Firearms licence with photo
Acceptable forms of Secondary Identification include:
Medicare card, Credit / Debit / ATM card, Birth certificate or original birth extract (if your name has changed due to marriage, you’ll need to provide your marriage certificate too), Valid Working With Children card, Valid Australian Government issued benefits card, current utility bill/ vehicle registration / rates notice, Tertiary student ID card with photo from student number issuing body (e.g. TAFE or University) or Current Private health insurance membership card.

Our new app – My Boost Mobile – is for customers who joined Boost from 2 February 2021 or who have been updated to our latest Boost Mobile Prepaid plan. The My Boost Mobile app is available on Android and iPhone.

Our old app – Boost Mobile – is for customers who joined Boost before 2 February 2021 and are still on one of our older plans (e.g. Boost UNLTD, UNLTD Plus, Anytime Plus or Anytime Ultra). The Boost Mobile app is also available on Android and iPhone.

Please note, if you have been updated to our new Boost Mobile Prepaid plan, you will need to delete the Boost Mobile app from your phone as it is no longer compatible with your plan. Please download the new, My Boost Mobile app, to continue to manage your service on the go. Plus, there are some handy new features that we know you’ll love.  For more information, click here.

A Boost ID enables you to get the most out of your Boost service when using the My Boost Mobile app.

When you register for a Boost ID, you’ll create a username and password that you can then use to sign in to the My Boost Mobile app.

Signing in with your Boost ID will enable you to:

1. Set up and manage auto recharge

2. View and manage multiple services, including recharging for family or friends

3. Save and manage your payment methods

4. Get detailed usage history including data, calls and messages

5. View your recharge history and download receipts & tax invoices

Don’t have a Boost ID? Don’t worry, you can create one when you download the app. Find out more about the My Boost Mobile app here.

Recharge & payments

There are four ways to recharge with Boost.

1. On our app

2. Online

3. Dial #111# from your phone

4. Visit 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 on expiry so you can get on with more exciting stuff.

How to set up auto recharge:

1. Log into the My Boost Mobile app with your Boost ID.

2. Go to the Recharge tab - make sure you have an active recharge.

3. Select Auto recharge.

4. Select your recharge amount.

5. Choose your payment method.

6. Tap Confirm and you're good to go.

Set it. Forget it. With auto recharge your phone will automatically recharge on expiry so you don't need to worry about recharging!

How to set up auto recharge:

1. Log into the My Boost Mobile app with your Boost ID.

2. Go to the Recharge tab - make sure you have an active recharge.

3. Select Auto recharge.

4. Select your recharge amount.

5. Choose your payment method.

6. Tap Confirm and you're good to go.


If you're on one of our older plans (e.g. Anytime Ultra or Anytime Plus), you will need to:
1. Recharge using a credit/debit card on the Boost App. When recharging, select save card details.

2. When your recharge is complete, select "Auto Recharge”.

3. Follow the prompts to complete your auto recharge set up.

You’re all set. Your phone will automatically recharge on expiry.

Still got questions on Auto Recharge? Check out our full Auto Recharge FAQs.

A Data Pack is perfect for those times that you need just a bit more data on top of your current recharge.

You can grab one using your favourite recharge method – there is a $5 or $20 Data Pack available on the Boost Mobile Prepaid plan. The $5 Data Pack includes 1GB of data, with a 7 day expiry. The $20 Data Pack includes 4GB of data and has a 28 day expiry. For more info, check out our plans page.

If you’re on Anytime Ultra or Anytime Plus (joined Boost from 31 October 2017 – 1 February 2021 and have not been updated to Boost Mobile Prepaid), you can grab a $5 or $15 Add-On. The $5 Add-On includes 1B of data, and the $15 Add-On includes 3GB of data.

If you’re on UNLTD Plus (joined Boost between 12 July 2016 – 31 October 2017 and have not been updated to Boost Mobile Prepaid) you can grab a $15 Bolt-On. This includes $15 credit to use on international calls/text, international roaming, data and premium services.

If you’re on UNLTD (joined before 12 July 2016 and have not been updated to Boost Mobile Prepaid) you can grab a $10 Add-On.

If you have a query about your account, please message us by clicking "Message Us" on our Help page, to chat with one of the team.

Your number will expire if you do not recharge your number for 6 months.

Balance & usage

Using the My Boost Mobile App

If you joined Boost from 2 February 2021 or you have been updated to our latest Boost Mobile Prepaid plan, then you will need the My Boost Mobile App. You can download it for Android or iPhone.

To check your balance and expiry:

1. Open My Boost Mobile app

2. Your current data balance and expiry dates for your service/s are displayed on the screen.

3. Click on the service number you want to review for more details.

Using the Boost Mobile App

If you joined Boost before 2 February 2021 and are still on one of our plans (e.g. Boost UNLTD, UNLTD Plus, Anytime Plus or Anytime Ultra), then you will need the Boost Mobile App. You can download it for Android or iPhone.

To check your balance and expiry:

1. Open the Boost Mobile app

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

Using your phone

To check your balance and expiry:

1. Dial #111# on your phone

2. Dial 3 for Balance and follow the prompts

3. Your balance details will be displayed

Using the My Boost Mobile App

If you joined Boost from 2 February 2021 or you have been updated to our latest Boost Mobile Prepaid plan, then you will need the My Boost Mobile app. It is is available on Android and iPhone.

To check your bonus/rollover data balance:

1. Open the My Boost Mobile app

2. Your current total data balance and expiry dates for your service/s are displayed on the screen

3. Tap on the service number you want to review and a detailed breakdown of all your inclusions will be displayed.

4. Tap on the “Data Breakdown” link below the data bar and your bonus / rollover data balance will be displayed.

Using the Boost Mobile App

If you joined Boost before 2 February 2021 and are still on one of our plans (e.g. Boost UNLTD, UNLTD Plus, Anytime Plus or Anytime Ultra), then you will need the Boost Mobile App. It is also available on Android and iPhone.

To check your bonus/rollover data balance:

1. Open the Boost Mobile app

2. Tap the little orange arrow just underneath your expiry and a drop down menu will open.

3. Your bonus data/rollover data will be displayed here.

Using your phone

To check your bonus/rollover data balance and expiry date using your smartphone:

1. Dial #111# on your phone

2. Dial 3 for your balance and follow the prompts

3. Your balance details, including bonus / rollover data will be displayed

Your bonus data is used first, followed by your regular recharge data and then any rollover data.

On our current Boost Mobile Prepaid plan, recharges of $30+ include unlimited standard international calls an allocation of standard international minutes to 30 selected destinations, and an allocation of standard text to any country in the world.

Click here for more information about your inclusions.

If you’re on Boost Anytime Ultra (joined Boost between 1 September 2020 and 1 February 2021 and have not been updated to Boost Mobile Prepaid), your recharge includes unlimited international calls and text to selected countries, as well as international minutes, text & MMS inclusions. To call a country not included in your recharge, you will need to purchase a $15 Add-On which is available via your usual recharge channel.

If you’re on Boost Anytime Plus (joined Boost between 31 October 2017 and 31 August 2020 and have not been updated to Boost Mobile Prepaid), your recharge also includes unlimited international calls and text to selected countries. A $15 Add-On is also required if you want to call a country not included in your recharge.

If you’re on Boost UNLTD Plus (joined Boost between 12 July 2016 – 31 October 2017 and have not been updated to Boost Mobile Prepaid), the $40UNLTD+ and $50UNLTD+ recharges include unlimited international calls and text to 10 selected countries. If you use the $10 or $30 recharge 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 via your favourite recharge channel.

If you’re on UNLTD (joined before 12 July 2016 and have not been updated to Boost Mobile Prepaid), your recharge does not include any international calls or text. To make international calls on the UNLTD plan, you’ll need to top up your $20ULTRA or $40UNLTD recharge with a $10 Add-On. You can purchase a $10 Add-On via your favourite recharge channel.

For more information about international inclusions for any of our older plans, you can view previous CIS documents on our important information page.

International roaming is not currently available on your Boost Mobile service. However, we are planning to launch a new version of international roaming soon

If you need to keep in contact while overseas, we suggest:

1. Connecting to a WiFi Network – if you’re going on a short trip or don’t need to be in regular contact, using WiFi will enable you to use messaging apps to keep in contact (e.g. WhatsApp, Facebook Messenger, Skype or WeChat).

2. Purchasing a local SIM – if you’re going on a longer trip or need to be contactable all the time, consider purchasing a local SIM.

 

Shop

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

In our online shop

At your local Boost Retailer

Boost stock a range of SIM cards with different values and expiry periods. To get started you can either:
- Purchase a $2 starter SIM and then recharge with the prepaid plan that suits you
- Purchase a 28 day or long expiry SIM which has your first recharge already included

Check out our prepaid plans to find the right one for you.

 

For shipping & delivery information, including estimated delivery times, click here.

For any other questions about your order, message us by clicking the “Message us” button on our Help page. Make sure you have your order number and details handy.

Please check our shipping & delivery page for estimated delivery times for your area.

If you are not at home when your order is delivered it will be taken to Australia Post and you will have to make arrangements (at your cost) to collect it.

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 message us by clicking "Message Us" on our Help page. If your order has been dispatched before you notify us, you may be charged an additional fee for re-directing the order.

 

Account & settings

To change your account details, please message us by clicking "Message Us" on our Help page.

Sorry to see you go. Please email us if there is anything we can do to change your mind.
If you want to keep your number you will need to keep your service recharged or transfer to another provider.
If you don’t want to keep your number simply cancel automatic recharge (if you have it set up) and your number will stop working when your current recharge expiry date passes.  

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 –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.

 

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 to set up MessageBank®

Call 101 from your mobileFollow 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:

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

How to extend your ring time

On your Boost mobile dial **61*101** (number of seconds: 15, 20, 25 or 30) #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:

Call 101After listening to your messages, return to the MessageBank® main menuPress 3 for ‘Mailbox Setup’Press 1 for ‘Greetings’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

Dial #002# from your Boost mobile and press Call/SendYour 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.

Rates & coverage

Boost Mobile is on the full Telstra Mobile Network. Check out our coverage map to see the coverage in your area.

If you find you are having terrible coverage, it could be because you have an outage in your area.

To check if you have an outage:

1. Head to Telstra - Outages

2. Type in your suburb and it will tell you if there is an issue in your area or not.

All of our plans include unlimited calls to standard national numbers.

Our current Boost Mobile Prepaid plan also includes unlimited standard international calls to 20 selected destinations on recharges of $30 or more. See international for more information.

On our current Boost Mobile Prepaid plan, recharges of $30+ include unlimited standard international calls to 20 selected destinations, set amounts of standard international minutes to 30 selected destinations, and standard text to any country in the world. Click here for more information about your inclusions.

If you’re on Boost Anytime Ultra (joined Boost between 1 September 2020 and 1 February 2021 and have not been updated to Boost Mobile Prepaid), your recharge includes unlimited international calls and text to selected countries, as well as international minutes, text & MMS inclusions. To call a country not included in your recharge, you will need to purchase a $15 Add-On which is available via your usual recharge channel.

If you’re on Boost Anytime Plus (joined Boost between 31 October 2017 and 31 August 2020 and have not been updated to Boost Mobile Prepaid), your recharge also includes unlimited international calls and text to selected countries. A $15 Add-On is also required if you want to call a country not included in your recharge. Click here for more information about your inclusions.

If you’re on Boost UNLTD Plus (joined Boost between 12 July 2016 – 31 October 2017 and have not been updated to Boost Mobile Prepaid), the $40UNLTD+ and $50UNLTD+ recharges include unlimited international calls and text to 10 selected countries. If you use the $10 or $30 recharge 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 via your favourite recharge channel.

If you’re on UNLTD (joined before 12 July 2016 and have not been updated to Boost Mobile Prepaid), your recharge does not include any international calls or text. To make international calls on the UNLTD plan, you’ll need to top up your $20ULTRA or $40UNLTD recharge with a $10 Add-On. You can purchase a $10 Add-On via your favourite recharge channel.

For more information about international inclusions for any of our older plans, you can view previous CIS documents on our important information page.

Other topics

We’ve joined forces with Alegre to offer you great value on refurbished devices. The guys at Alegre are experts in refurbs and source only Australian compliant devices that have been data wiped and cross checked against a national police lost and stolen database. We've got all the hottest devices including iPhone, Samsung Galaxy and Google Pixel.

All Boost refurbished phones come with a 30 day satisfaction guarantee and 12 month warranty. To find out more go to our Boost Mobile refurbished phone returns policy. If you purchased your phone a Coles supermarket and would like to return the device you can find out more here.

Boost Mobile premium refurbished phones purchased from Coles, acting as a selling agent of Alegre Pty Ltd (ABN 19 159 022 296, the holder of second-hand dealer licence 2PS11940) are sold with a 30 Day Satisfaction Guarantee and a 12 Month Warranty.

30 Day Satisfaction Guarantee
In addition to the warranties which apply to your device (described below), if at any time within the first 30 days from your purchase date you are not satisfied with your device, you may return your device for an exchange or refund. Once received and inspected, Alegre will facilitate an exchange or refund.

12 Month Warranty
In addition to the consumer guarantees under Australian Consumer Law, Alegre devices are supported by a 12 month warranty from your original purchase date against defects and guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the device repaired or replaced by Alegre if the device fails to be of acceptable quality and the failure does not amount to a major failure. This excludes faults caused through mis-use or mis-treatment of the device. The 12 Month Warranty & 30 Day Satisfaction Guarantee is void in the following instances:

Cracked screen or physically damagedWater damagedSoftware that has been tampered withUnauthorised repairs (3rd party repairs)Customer has failed to take reasonable steps to avoid the quality becoming unacceptableCustomer has used the product abnormally

How to Return Your Device
To make a claim under the 30 Day Satisfaction Guarantee or under the 12 Month Warranty, please submit your request via https://alegre.net.au/coleswarranty

Upon submission, you will obtain an Australia Post shipping label along with instructions on how to package and post your device back to Alegre via Australia Post. Once Alegre has received your returned device and it has been inspected by our qualified technicians, Alegre will facilitate a repair,  replacement, or refund.

Return Checklist:
Please ensure you have removed your SIM card from your device and has been factory reset and powered off prior to returning to Alegre.

Alegre can not accept a returned device that is Apple iCloud locked. If the device is iCloud locked, you will receive a notification from Alegre asking you to remove the lock via www.iCloud.com. If you fail to remotely remove the iCloud lock from the device within 5 business days, the device will be returned to you and your return claim rejected.

Please include a copy of your Coles Receipt / Proof of Purchase with the returned device. Failure to provide this proof of purchase will result in your return claim being rejected.

You must return the same device as supplied by Coles. Alegre will cross reference the IMEI/Serial Number of your device against all devices supplied to Coles. Warranty Claims and/or Returns will not be accepted if the original device was not supplied by Alegre to Coles. 30 Day Satisfaction Guarantee and 12 Month Warranty claims submitted to Alegre with incorrect information or without a valid proof of purchase will be deemed incomplete, rejected and the device will be returned to you. If you do not have the necessary details to submit your claim, please contact Alegre:

Phone: 1300 475 275 (Monday to Friday, 9am to 5pm AEST)

If you've got an enquiry or need support relating to your Boost Refurbished phone or device, please send us an email at: boostrefurbished@alegre.net.au

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