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Frequently Asked Questions

in FAQs

Transferring or porting your number to Reward Mobile
In line with new telecommunications regulations, we’ve updated our fraud prevention measures to help stop anyone from trying to port or transfer your number to Reward Mobile without your consent.

We’ve added an extra identity verification check to our ordering process. If you’re transferring your number to Reward Mobile, we won’t initiate the transfer until we know it’s you.

Click here for more information on porting or transferring your number to Reward Mobile

Didn’t request a number transfer?
If you’ve received an authorisation code for a port that you didn’t request, please contact Reward Mobile immediately on 1300 305 305.

What to do if you suspect your number has been fraudulently ported to or from Reward Mobile
Fraudulent and illegal mobile number porting is when your personal details are used to “port” or transfer your mobile number from one provider to another without your consent.

If you suspect your number has been fraudulently ported to or from Reward Mobile:

  • Contact Reward Mobile on 1300 305 305 or your current provider immediately. They will be able to tell you whether your number has been ported and if it has been, you can then ask to have it ported back.
  • Once you’ve confirmed a fraudulent port has taken place, you should report the incident to the Australian Federal Police or your relevant State or Territory Police. You can also get help and report suspicious activity to Scamwatch or the Australian Cybercrime Online Reporting Network and/or to IDCare.
  • Contact your bank and any other providers who use your mobile phone number for 2 factor authentication to notify them that you suspect your number has been fraudulently ported.

How can I check my address details have been correctly provided for 000 calls and emergency alerts?
If you ever need to call 000, the address you give us can be used to find you and is used to send emergency alerts. You can make sure your details are correct by calling our customer service team on 1300 305 305 and asking to check the address details that have been provided to the Integrated Public Number Database (IPND).

Can I access my account online?
Yes, you can access your Reward Mobile account online using our Selfcare tool. Selfcare allows you to manage your account details including your contact details, view your bill, pay your bill plus check your usage for the current month. Click here to access Selfcare.

How do I set up Direct Debit?
Direct Debit is an easy way to manage your Reward Mobile bill. You can sign up by calling us on 1300 305 305 or by downloading our Direct Debit Form and returning it to us by fax, email or post:
Email: mail@rewardmobile.com.au
Post: Locked Bag 100, Southport QLD 4215

What is a Spend Alert?
To help you manage your included value and data usage Reward Mobile send you Spend Alerts when you have exceeded 50%, 85% and 100% of your included value or included data. The alert will be sent via email if we have a valid email address for your account, if we do not have your email address the alert will only be sent via SMS. You will receive separate spend alerts for each of your Reward Mobile services, even if they are on the same account.

Spend alerts look like this:
“SPEND ALERT: You have used at least 51.4% of your Included Data allowance. Monitor your unbilled usage using Selfcare.”
“SPEND ALERT: You have used at least 87.2% of your Included Value allowance. Monitor your unbilled usage using Selfcare.”

Click here for more information on Spend Alerts

Can I change my plan?
If your Reward Mobile service is on a month-to-month BYO plan you can change your plan at any time provided you meet our credit criteria. If your Reward Mobile service is on a 12 or 24 month plan you can upgrade to a higher value plan at any time, you can change to a lower value plan at the end of your contract term or if you pay the cancellation charges for the plan you are leaving.

Can I upgrade my handset?
Yes, you can upgrade your handset at any time if you are on a month-to-month plan, if you take a new $0 upfront handset your service will change to a 24 month contract term. If your Reward Mobile service is on a 12 or 24 month plan you can upgrade your handset at the end of your contract term. If you are still within your contract term and wish to change your handset, call us on 1300 305 305 and we can discuss our outright handset purchase options with you.

Will my handset work on the Reward Mobile network?
Most handsets will work on the Reward Mobile network. For best performance for calls, SMS and data we recommend you use a 4G capable handset. If you are unsure if your handset can be used see our 4G device guide here or give us a call on 1300 305 305.

Can I use my Reward Mobile service overseas?
Yes, your Reward Mobile service can be used overseas when you enable Global Roaming. To do this please call us on 1300 305 305.

What is a PUK code?
A PUK code is a Personal Unlock Code and is used to unlock your handset when the SIM passcode has been entered incorrectly 3 times. If you need your PUK code call us on 1300 305 305.

What is an IMEI?
An IMEI is a unique code that identifies your mobile phone. It is usually found printed under the phone battery.

What does Pro Rata mean?
Pro rata is the charge that covers the gap between when you connect and when the next billing cycle starts.

Why can’t I make a call?
If you can’t make a call using your Reward Mobile service, check the following:

  • Check that the SIM card you are using has been activated on the network. This can take up to two hours from activation.
  • Check your coverage. You may be outside the coverage area for your plan type. View our Coverage Maps.
  • If you are overseas, ensure that you have enabled Global Roaming. To do this you need to call us on 1300 305 305.
  • Check that you haven’t fallen behind on any invoices, we may have restricted your service due to non payment.

Why can’t I send an SMS?
If you can’t send an SMS using your Reward Mobile service, check the items listed below. If none of these apply, try removing the SIM from your handset and re-inserting it.

  • Check that the SIM card you are using has been activated on the network. This can take up to two hours from activation.
  • Check your coverage. You may be outside the coverage area for your plan type. View our Coverage Maps.
  • If you are overseas, ensure that you have enabled Global Roaming.To do this you need to call us on 1300 305 305. If you are overseas, simply click here, fill in the form and we will enable International Mobile Roaming for your service.
  • Check that you haven’t fallen behind on any invoices, we may have restricted your service due to non payment.

Why can’t I access mobile data?
If you cannot access mobile data using your Reward Mobile service, check the following:

  • If you have recently changed your handset we may need to update your data settings– please call Customer Care for help with this.
  • Check that the SIM card you are using has been activated on the network. This can take up to two hours from activation.
  • Check the settings on your mobile – we can send you the correct GPRS settings for your handset if you call us on 1300 305 305 or by searching for your handset here.
  • Check your coverage. You may be outside the coverage area for your plan type. View our coverage maps here. Some parts of the network offer voice coverage only and limited 3G and 4G data coverage, you may be in one of those areas.
  • If you are overseas, ensure that you have enabled Global Roaming. To do this you need to call us on 1300 305 305. If you are overseas, simply click here, fill in the form and we will enable International Mobile Roaming for your service. Remember that data roaming charges are significantly  higher than when you use data within Australia.
  • Check that you haven’t fallen behind on any invoices, we may have restricted your service due to non payment.

Can I bring my existing mobile number to Reward Mobile?
Yes, you can bring your existing mobile number to Reward Mobile. You have the option to port your number over when you apply for a RewardMobile service online or through Customer Care.

Can I appoint an Authorised Representative to deal with Reward on my behalf?
To appoint an Authorised Representative, you will need to complete this form.

When you appoint an Authorised Representative you are giving the person you appoint the authority to deal with us on your behalf as your agent. This means that the Authorised Representative has the power to act and access information as if they were you. This includes making complaints, changing account details or terminating a contract. You can of course specify limitations of your Authorised Representative’s rights.

Please note that only account holders can appoint an Authorised Representative. If you wish to appoint more than one Authorised Representative, please complete one Authorised Representative Form for each person you wish to appoint. You can appoint up to three Authorised Representatives.

For security reasons we require you to submit the completed Authorised Representative Form to us as a signed original and witnessed by one of the following persons below:

  • A Justice of the Peace;
  • An Accountant who is a member of the Australian Institute of Chartered Accountants, CPA Australia or the National Institute of Accountants with 2 or more years of continuous membership;
  • A Solicitor or Barrister;
  • A Police Officer;
  • An agent in charge of, or a permanent employee (with 2 or more years of continuous service) of an Australia Post outlet;
  • An officer with, or authorised representative of, a holder of an Australian Financial Services Licence, having 2 or more continuous years of service with one or more licensees;
  • A Dentist;
  • A Pharmacist;
  • A Medical Practitioner;
  • A Chiropractor or a Physiotherapist.

 
Please contact us on 1300 305 305 if this proves too difficult or inconvenient for you, and we will work with you to find an alternative way of appointing an Authorised Representative.

 
How can I spot a scam?
Scammers are very sophisticated, which can make a scam difficult to spot.

Scammers may:

  • pretend to be from an organisation you trust and ask for your personal details in a call or a text
  • say that you have won a prize or there’s money waiting for you
  • disguise their number/s, to make it look like they’re calling from somewhere local
  • call over and over, making it hard to ignore
  • use ‘robocalls’ or recorded messages saying your internet will be disconnected and ask for payment or personal data
  • lie and tell you stories, like your computer needs urgent attention
  • act like it’s an emergency and tell you something bad will happen if you don’t click a link or call a number to check your details.

It may be a scam if:

  • a call or text sounds too good to be true
  • someone you don’t know has your personal details
  • your bank (or another institution that you trust) calls or texts you to ask for personal information or money
  • you’re threatened or made to feel afraid
  • someone asks to access your computer

How can I protect myself against scams?

  • Never give out personal information
  • Change default PINs and passwords on newly acquired devices and computers
  • Select strong PINS and passwords (e.g. not “1234” or “0000” or “password” etc)
  • Change your PINs and passwords regularly
  • Lock your mobile handset with a secure PIN
  • Ensure your voicemail PIN is secure
  • Disable PABX ports and features that are not used (e.g. remote call-forwarding)
  • Don’t respond to missed calls or SMS from unknown international numbers, unknown Australian numbers or an unknown source
  • Block suspicious or unknown domestic or international numbers on your mobile handset
  • Allow unknown calls to go to voicemail and listen to messages to ascertain if they were genuine calls
  • Never give a stranger access to control your computer
  • Update your privacy settings on social media
  • Contact your bank or financial institution immediately if you believe you have lost money to a scammer

Can I block scam calls?
Most phones allow you to block individual numbers through the Phone app.

  • On most iOS phones, just go to the Phone app, then your Recents, and tap the blue information icon to the right of the number you want to block
  • On most Android phones, go to the Recents section of the Phone app, long press on the number to be blocked, and choose block. On some Android phones, you’ll also be given the option of reporting the number as spam

If you are concerned about a scam that is using a mobile number connected by Reward Mobile, you can let us know by getting in touch at https://www.rewardmobile.com.au/contact/ or call 1300 305 305. We will investigate the issue, and once confirmed, we will take prompt action to block the mobile number to stop it being used for voice and SMS messaging.

What can I do if I think I’ve been scammed?
You can report a potential scam to Scamwatch at https://www.scamwatch.gov.au/report-a-scam.

Scamwatch also has a list of steps you should take straight away to limit the damage and protect yourself from further loss at https://www.scamwatch.gov.au/get-help/where-to-get-help

Where can I find more information on scams?
The following websites provide more information on scams and where you can find help