Frequently Asked Questions

There are two ways that you can get a Crown Mobile SIM Card:  

1. In our ONLINE shop
2. At your local Crown Mobile Retailer & Crown Mobile Outlets

You can make calls using our 4G and 3G mobile networks.

If your phone isn’t locked to a network, then you’ll be able to use Crown Mobile SIM.

You can check our International Call Rates page to know about international call rates and charges per minute. Any trouble during international dialing, You can contact us without any hesitation on 1300 CROWNMOB (1300 276 966) to activate your IDD service.

All online orders are shipped free with standard Australia Post-delivery across Australia. If your order is approved by 12 pm AEST on a business day, your order will be dispatched that day and should be received within 3-7 working days or as per AU Post-delivery timelines.

You can unlock Sim Card using the PUK code. You can call Crown Mobile customer care for the PUK code.

No. Contacts may be stored on your phone or your SIM. We recommend you back up any contacts stored on your existing SIM to your phone or computer before completing the transfer. Once the transfer is complete, you may be unable to retrieve contacts and information saved on your old SIM.

No. SMS messages stored on your existing SIM won’t be transferred to your new SIM with your number. You may be able to back up your messages to your computer.

Please follow the steps below to activate the sim card:  

1. Click on this link: www.crownmobile.com.au/activate
2. Create an Account and verify.
3. Select a plan & set up your Profile.
4. Update card details & complete ID verification.
5. Click Submit followed by Activate for the successful Activation.

Please note that you need to click submit and activate button on the summary page for successful activation.  

When you activate the SIM, you’ll need to provide us with your name, address, email address, card details and valid identification. This can be a Medicare card, an Australian driver’s license or a passport.

Your service will be activated in approximately 1 hour, but sometimes it can take longer, up to 4 hours in some circumstances.

If you are 16 or above you can purchase a Crown SIM card as usual. If you are under it your parent’s consent is required for the same.

You can contact Crown Mobile Customer Service and suspend the number. We can arrange a replacement sim with the same number. We will also cancel the old sim number.

Yes, you can bring your own number.

Firstly, you’ll need to have your new SIM pack from Crown Mobile.  

The steps are generally the same across all telcos:  

1. You’ll need to ‘activate’ your new plan on your Crown Mobile website, which you might need to request at the time of plan purchase.
   
2. Select the option to keep your number when activating.
3. Don’t cancel your current service – your new service will cancel it out automatically.  

If you’re porting (transferring) your existing mobile number from another supplier, the service changeover is subject to ‘porting hours’.  

You will still be able to use your old SIM card until the port completes and your number moves to Crown Mobile. A loss of service on the day of the port is normal.   

Porting hours are:  

• Monday-Friday: 08:00-20:00
  
• Saturday: 10:00-18:00  
• No porting on Sundays and on national public holidays  

If you submit a request to port your number outside of the hour’s list above, we will attempt to process the porting of your number to Crown Mobile, however, we cannot guarantee that it will be processed by your carrier until the next business day.

To confirm that you’re the owner of the number that’s transferring, we’ll send a unique code via SMS to it and you’ll need to enter this into our website during the activation to authorize the transfer. This is a legal requirement.  

Unauthorized transfers of mobile numbers between Telcos are rising and may lead to fraud and identity theft.  

We can’t send the code to another phone number or an email address as we need to verify that you, as the owner of that service, are the only person authorizing the transfer.  

If your number transfer has failed, it’s because we weren’t able to match the account details you’ve provided to those held by your current provider.   

We check the following when porting:  

1. Mobile number
2. Date of birth
3. If post-paid, the account number

If this is the case, don’t worry, can we advise you to check the details with your current provider and verify that your number is still connected and active as we cannot port a disconnected number.  

Once you’ve done this, you’ll need to start your activation over again.   

Only active numbers can complete successful Porting. If your number is not active, please contact the existing provider and get the number active.

No, Crown Mobile can port only Australian numbers.

Your subscription will automatically renew at the expiry of your current plan.

We accept credit or debit cards. When you’re activating your SIM, we’ll ask you for card details and charge that card when your subscription is automatically renewed.

No additional charges were applied.

No, you can reactivate your number after clearing the outstanding amount.

You can download all the invoices from Crown Mobile My Account. Please log in to Crown Mobile my account: www.crownmobile.com.au/myaccount using My Account user ID.

Yes, we’ll let you know by email any time a payment is processed on your Crown Mobile service.

Yes, you can update new card details at any time.  

Login to www.crownmobile.com.au/myaccount with your user id 

Click on ‘My Payments’  

Click on ‘Update Payment Method’  

Fill up your new card details  

Click on ‘Save your card’  

Crown Mobile does not provide refunds on renewals or plans that have been purchased. If you cancel your service or move to a different provider or change your mind, you will forfeit any remaining credit you have.

To ensure the security of our customers, we employ an additional identity verification procedure to validate that the rights holder has approved the transfer request. We utilize two methods to verify that the requester is the rightful owner of the rights-of-use: 

The first approach involves us placing a call to the provided number to verify that the individual making the request has direct and immediate access to the mobile device associated with the phone number. Following that, we will request explicit authorization and verify that the user’s information matches the requester’s details for the transfer. 

Alternatively, we will send a verification code directly to the mobile number that is being transferred via SMS. To authorize the transfer, you will be required to provide us with this specific code.

You can get in touch with us, and we’ll help you reverse the transfer as soon as possible.   

Contact your bank, financial services, and any other high-risk services you use, such as your email account, that might verify you through your mobile number.   

Any such activity should be reported to the appropriate authorities, such as the Australian Federal Police or the corresponding state or territory police.  

Additionally, you can inform Scam Watch and the Australia Cybercrime Online Reporting Network (https://www.idcare.org) of any questionable activities.

Before we conduct the high-risk transaction, additional identity authentication methods will be utilized to verify your identity in order to safeguard you from unauthorized high-risk interactions.