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Mobile FAQ

How and when will my SIM be delivered?


Your sim will be delivered via Australia Post and should arrive depends on postage type selected during sign up. Standard Post will take 3-5 business days to be delivered and Express Post should only take 1-2 business days.

Mobile Service Activation Time Frame


  1. New Number Activation - Activation of the new service will be completed in 1 working day. (In most cases the service will connect instantly and you'll simply need to insert the SIM into your device)
  2. Transferring a Number over to SpinTel - Most transfers will become active within a few hours, however the process can take up to 3 working days depending on which provider you’re switching from. During the transfer you can continue to use your current provider's SIM. Once it stops working, that’ll mean your SpinTel sim is in the process of being activated.

Note: While transfer process is in progress the sim from your old provider should work and will stop once the phone number has been transferred successfully.

What if StarTrack can’t find my tracking number?


There can sometimes be a delay between us sending our shipping confirmation emails and StarTrack updating their system. Should this occur, please try again in 2-3 hours.
If the problem persists, call StarTrack Customer Service on 13 23 45 and quote your tracking number.

What should I do if my dispatched order doesn’t arrive?


To find out where your item is, go to the Startrack website and enter your tracking number - or click on the tracking link in the shipping confirmation email we sent you.
If you still can’t locate your item, call StarTrack Customer Service on 13 23 45 and quote your tracking number.

Before giving us a call, make sure that:

  • A missed delivery card hasn’t been left to you
  • We haven’t sent you an email or SMS about your order
  • That the expected time frame for your delivery type has elapsed (refer to section titled Delivery time frames)

Then call us so we can find out what's happening with your request.

Who can accept the delivery?


If your delivery is for a modem or SIM only order, identification will not be required.
If you can’t be there when your order is delivered, don’t worry, a card will be left explaining how you can collect your package.

Change your delivery address?


 As soon as your purchase is complete and your delivery address is verified, we begin processing and packing your purchase. Unfortunately, this means we’re unable to amend the delivery address once your order has been submitted.
If you can’t be there when your order is delivered, don’t worry a card will be left explaining how you can collect your package.

Can I keep the same number?

You can definitely keep the same number! Just let us know the details of your existing number when activating. Click here to check number transfer requirements and process the activation online by checking this article created for you ''Activating a SIM and transfer your number to SpinTel".

GUIDES

This knowledgebase contains helpful guides which cover a wide range of topics.

CUSTOMER SERVICE

Call us on 1300 303 375 or log in to My Account and request a callback at a time that suits you.

  • 8:00am to 8:00pm weekdays
  • 9:00am to 5:00pm weekends and holidays

All times are Australian Eastern Daylight Time (AEDT)

NETWORK STATUS

Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.

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