Prepaid Mobile FAQ

Getting Started

01. Where can I buy a gotalk mobile starter kit?

• gotalk Mobile SIM cards and recharge vouchers are available from many retail outlets throughout Australia. They can also be purchased on the following website www.gotalkmobile.com.au, www.cardcall.com.au and www.gotalk.com.

  Alternatively, please call us on 1800 GOTALK (1800 468 255) (charges may apply) to find your nearest retailer.

02. How do I find my nearest retailer?

• To find the store nearest you stocking gotalk Prepaid Mobile, simply give us a call on 1800 GOTALK (1800 468 255) (charges may apply).

03. How do I activate my SIM?

• You can activate your SIM online at www.gotalkmobile.com.au or call us on 1800 GOTALK (1800 468 255) (charges may apply). You'll need to have proof of identity such as your passport or drivers' licence details ready so we can confirm your identity. There are plenty of other types of identification that are acceptable, for a full list please visit the website or call customer service.

Transferring (porting) your number to gotalk prepaid mobile

04. Can I keep my existing number?

• If you already have an Australian mobile phone number, which you want to keep, you can transfer it across to gotalk. Just let us know when you activate either online or over the phone and we will do the rest.

05. If I decide to port to gotalk Prepaid Mobile, do I have to purchase a new handset?

• No – you can bring your existing GMS handset to gotalk prepaid mobile.

  You will need to ensure that your phone is not locked to your previous providers network. You should ask your provider this before porting to gotalk prepaid mobile

06. If I decide to port to gotalk prepaid mobile, do I have to replace my SIM card?

• If you are porting to gotalk prepaid mobile, you will need a new SIM card. The gotalk prepaid mobile starter kit contains the required SIM card.

07. If I'm on a handset contract, can I port my number to gotalk prepaid mobile?

• Yes you can. Being under a handset contract to a service provider is not a barrier to porting, although normal contractual obligations will apply (for example, you may have to pay an early termination charge to your existing mobile service provider). Confirm your existing contractual obligations with your mobile service provider before you port to gotalk prepaid mobile.

08. What will happen to my "extra services" with my current mobile service if I port my number?

• Your extra services with your current mobile service provider will not port with your mobile number.

  IT is a mobile number that is ported, not the service. Customers who have switched service providers and ported their number to gotalk prepaid mobile will need to re-establish their mailboxes and record their greeting again.

09. What mobile handsets can I use with my gotalk mobile Service?

• The handset needs to be compatible with the internationally recognised GSM standards, adopted by all the major handset manufacturers.

  There are no other restrictions on the type of handset you can use with gotalk Mobile. Unlocked handsets that are compatible with Vodafone's Australian network will be compatible with gotalk. Please call our customer services team on 1800 GOTALK (1800 468 255) if you are unsure about whether you can use your handset with the gotalk mobile service.

10. My handset seems to be locked – how can I unlock it?

• If your mobile phone screen shows any of the following when you first put your gotalk mobile SIM in your phone: 'phone restricted', 'blocked', 'barred', 'incorrect SIM' or 'SP lock', your mobile may be locked to another network. There are a number of ways to unlock your phone - just call our Customer Service team on 1800 GOTALK (1800 468 255) (charges may apply) for advice.

Customer Service

11. What hours is customer service available?

• Customer Service:
  - 1800 GOTALK (1800 468 255) (charges apply calling from any mobile network)
  - 126 468 free call dialling from gotalk Prepaid Mobile

  Customer Service are available 24 hours a day, 7 days a week

12. What Multi-lingual Customer Support is available?

• Chinese: 1300 460 888 (Mandarin and Cantonese) (charges may apply)
  Tagalog (Filipino): 1300 PINOYS (1300 746 697) (charges may apply)

  Multi-lingual Customer Service Operating Hours:
  Monday to Friday: 11am – 8pm (AEDST)

Plans, Rates and Credit Expiry

13. How long is the credit expiry period?

• The call credit for your gotalk mobile expires in accordance with your plan.

  Aussie 30 & 40: 30 day credit expiry
  gotalk Anytime: 90 day credit expiry
  gotalk MAX: 90 day credit expiry
  Straight Talk PLUS: 90 day credit expiry
  Some BONUS call credits have 30 day credit expiry (20% Bonus)

14. What time is off peak/peak on gotalk Max?

• Off peak is from midnight to 11am Outside of those hours are counted as peak time.

15. How long can I receive incoming calls after my credit expires?

• You can continue to receive calls for a period of 3 months after your credit expires

16. How much is the flagfall?

• Flagfall applies in accordance with your plan:

  Aussie 30 & 40: 29c for international calls
  gotalk Anytime: 29c for all calls
  gotalk MAX: 30c for all calls
  Straight Talk PLUS: 29c for all calls

17. Can I change my mobile plan whenever I want?

• gotalk mobile offers flexibility of changing to another gotalk mobile plan whenever you recharge your prepaid plan (online or through Customer Service). If you would like to change your plan without recharging, you will need to contact our Customer Service team on 1800 GOTALK (1800 468 255) for assistance

What services are provided?

18. Do you offer international roaming?

• We don't currently offer international/global roaming;however we are looking to introduce this in the near future.

19. How does gotalk voicemail work?

• Never miss a call again with gotalk voicemail. Simply dial 121 and follow the prompts to set your voicemail up. Once you have set your voicemail up with a greeting, you can access your messages at any time by dialing 121. Charges Apply
  Useful tip: save this number as a speed dial for easy access from your mobile headset.

20. What are the gotalk voicemail charges?

• There is no charge to make a voicemail deposit. There is a maximum 20c charge per minute to make a voicemail retrieval.

Recharge Balance Check

21. How Can I Check My Balance?

• Don't get caught out in the middle of a call with no credit. You can check your credit balance online, over the phone or via SMS
  Online: Online: Log in to the My Account area at www.gotalkmobile.com.au
  Phone: Dial 126 466 from your mobile and follow the prompts.

22. How Do I Recharge?

• gotalk recharge vouchers are available at over 20,000 retailers throughout Australia including Australia Post, 7-11, Woolworths and Coles.
  In-Store: Swipe your recharge card provided with your starter kit at participating outlets. This makes life more convenient by not having to call up an IVR or enter any PIN numbers.
  Online: Log onto www.gotalkmobile.com.au to recharge via credit card.
  By Phone: Call us on 126 467 from your gotalk mobile or on 1800 122 279

23. Do I need to register my credit card?

• Yes, you must register your credit card with Customer Service. To register your credit card with Customer Service you must complete a successful recharge with that credit card with the aid of a Customer Service representative. Once your credit card has been registered you may use it online or over the phone for recharges without speaking to a Customer Service representative.

How to make calls &SMS

24. How do I make an international call from my gotalk mobile?

• To make an international call, using your gotalk mobile simply dial 0011 followed by your country code, then your area code without the initial '0' and then the phone number and press the send button. Instead of 0011 you can also use the "+" symbol.Please note that most premium voice and text services in other countries cannot be reached from a mobile phone service when calling from outside that country.

25. How do I send international SMS?

• To send an international text, using your gotalk mobile simply use the "+" symbol followed by your country code, then your area code without the initial '0' and then the phone number and press the send button.

26. How do I make a national call?

27. How do I make an international call?

Lost of Stolen Sim?

28. My SIM card is lost/ stolen. How do I prevent someone else from using it?

• Please contact our Customer Service team on 1800 GOTALK (1800 468 255) (charges may apply) for assistance.

29. How do I set up my mobile up for WAP?

• For details on setting up your mobile for WAP log into "MyAccount". Select your gotalk prepaid mobile account. Then select "Mobile Settings".

30. How do I set up my mobile for MMS?

• For details on setting up your mobile for MMS log into “My Account”. Select your gotalk prepaid mobile account. Then select “Mobile Settings”. Alternatively go directly to http://vha-mvno.wdsglobal.com/phonefirst?&networkId=1758

31. How do I send bookmarks to my phone?

• For details on how to send bookmarks to your phone, please refer to your handset manual.

Unauthorized Access of Services

32. How can I prevent unauthorized access to my mobile services from the third party?

• gotalk Mobile My Account is a great security tool which allows you to manage your account such as recharge, change plan & personal details and check detailed usage history to see where you have spent your credit in the past. To log in to My Account, you need a secure password which is created at the time of registration. You should keep your password safe and we’ll do so. If you forgot your password, you can simply click on “Forget my password” and a new password will be sent to your nominated email address. Then, it requires you to reset your own password when you first log in. Alternatively, you can contact our Customer Service team to reset your password after we verify your identity. All these security measures are free of charge and help you prevent unauthorized access of your mobile service.

  If you are concerned or reasonably suspect that your mobile services are being used by others without your authorization, please contact us immediately. We will start investigating into the unauthorized access to your mobile services and provide you with resolutions.