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Frequently Asked Questions

Mobile Data

At Caremobile we believe selecting the right amount of mobile data on a Caremobile plan can make a big difference, in how you use your device and manage your expenses. Start by assessing your typical usage: are you streaming videos, browsing social media, or just checking emails?

  • For light users who mostly text and browse, 1-2 GB per month might be sufficient.
  • Moderate users who stream music or watch videos occasionally might need 3-5 GB.
  • Heavy users, including those who stream HD videos or frequently use apps, could require 10 GB or more.

Consider your lifestyle and habits, such as whether you’ll be traveling or using data extensively while on the go. Our Caremobile plans offer flexibility and data bolt-ons, so you can adjust your usage based on changing needs. Reviewing your monthly usage patterns can also help you find the perfect plan to stay connected without any surprises.

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

At Care Mobile we have developed a Data Usage Calculator to help you predict your data requirements.  Click Here to go to the calculator.

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Ran out of data? No problem! Reconnect instantly with our convenient Caremobile data pack. Designed to quickly boost your data allowance, this pack ensures you stay online without interruption. Whether you’re catching up on emails, streaming videos, or browsing your favourite sites, our data pack provides the extra data you need to keep going. Grab yours now and get back to enjoying your mobile experience with ease and speed!.

At Caremobile we offer 2 types of Data Packs:

  • 1G Excess Data Pack: for $10, 1GB pack will be added to your service to consume during your billing cycle
  • 5GB Excess Data Pack: for $20, 5GB pack will be added to your service to consume during your billing cycle

The above 2 packs can be applied once-off for a month or recuring every month. We can also disable any Data top ups on your service so once you have consumed your data allowance for the billing cycle, data will stop.

Please contact our friendly customer service team to discuss the best suited pack for your need.

Call 1300 725 999 Option 4 then Option 1 or simply log onto your customer account and add a pack.

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Fraud Protection

Scam callers and texters almost always seek financial gain. 

  • They might try to trick you into making an immediate payment to them or an associate, or they may be trying to get enough information about you to steal your identity.
  • They may even try to fool you into giving them remote control of your computer, so they can read your emails or banking information or other confidential information.
  • If they can successfully pretend to be you, or learn your account passwords, they might steal from your bank account, buy things with your credit card, or incur other debts in your name.
  • In other cases, scammers ring your phone briefly and hang up from a premium rate number – with high call back charges – in the hope you’ll see a missed call and dial back. Then the call back charges kick in – billed to your phone account.  The scammer has arrangements to collect part of those charges at their end.
  • Especially around tax time, scammers pretend to be calling from the Australian Taxation Office, seeking information or payment of money.
  • Some scammers resort to threats e.g. they are from a government agency, and you have an overdue fine (that you didn’t know about) – and that you’ll be locked up if you don’t make immediate payment to the account they nominate.
  • Some scammers impersonate charities and seek donations, especially when a disaster or emergency is in the news.
  • There are scammers who use ‘spoofing’ tools to send you a text that appears to have come from your own handset, hoping you’ll open the message and click on a dangerous link.
  • Some scammers pretend to be from a parcel delivery company and recommend that you download certain software to track your parcel deliveries – but the software is really for giving the scammer access to your computer.
  • Some scammers pretend to be from a parcel delivery company and request payment for a parcel (you didn’t order) to be delivered.
  • Some scammers call to say you’ve won a prize and may ask for your account details so they can ‘pay’ the prize into your account.
  • Then there’s a fraud know as ‘smishing’, where you receive a message like: Nice weekend coming up. Sophie and I are going to an outdoor art show, and she asked me to invite you along. Check out the event at (a dangerous web address).
  • Other bogus texts might ‘advise’ you that your movie streaming account is about to be cancelled, and offer you the chance to keep it active by clicking on a dangerous link.
  • A scam text might congratulate you on winning a prize, which you can ‘claim’ by clicking on an included – dangerous – link.

Fraudsters are always working on new ways to phone scam, so no list of scams is ever complete.  But you can learn a lot more from official Australian Government resources like: 

  • www.cyber.gov.au
  • www.scamwatch.gov.au
  • www.communications.gov.au/what-we-do/phone/unwanted-communications-faqs

We especially recommend the Australian Competition and Consumer Commission’s publication the Little Black Book of Scams at www.accc.gov.au/publications/the-little-black-book-of-scams – dealing with phone call scams, text message scams and other kinds of scam as well.

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Caremobile is committed to protecting individuals and businesses from phone scammers. Phone scammers use deceptive tactics to trick people into revealing personal information, making payments, or providing access to their accounts. They may impersonate trusted entities, create a sense of urgency, or use sophisticated techniques to appear credible. The goal is to exploit victims for financial gain or sensitive information. Stay cautious and verify the identity of anyone requesting personal details or payments over the phone. Phone scammers cheat tens of thousands of Australians out of many millions of dollars every year, using fraudulent phone calls and text messages. They’re cunning and calculating,

Caremobile has put together a list to help make yourself safer by taking some simple steps.

Reducing your risks – You can minimise the risks associated with scam calls.

Protect your personal information

It’s a good rule these days that information about you should only be shared with people you trust, and for good reason.  Online, on the phone, in opening and responding to text messages or in the ‘real’ world, be discriminating in what personal information you give to strangers.

Don’t share personal information with unknown or unsolicited callers or texters

Has your bank or a government department ever asked your date of birth before talking about your affairs with you?  If you tell a scam caller or text messenger your date of birth, they could answer that security question as if they were you. Keep all your personal details sensibly secret, especially from callers and text messengers you haven’t reliably identified.  That means name, address, date of birth, which bank you’re with etc.  Unless you know who’s asking, and why, treat all personal data secret.

Contact your financial institution immediately, if you think a scammer has taken your money, or may be able to

Your bank or credit card issuer may be able to stop a transaction or even reverse it, if you act fast.  They may be able to temporarily lock a card or account to protect it.

Change default PINs and passwords as soon as you get a new phone or other communications device

  • Some equipment comes with a preset PIN or passcode (like “1111”) or password (like “Admin”).   Change these to personalised ones immediately, or a scammer might guess the PIN, passcode or password very easily.
  • Choose strong PINS, passcodes and password
  • Whether it’s the PIN, passcode or password for your bank account, mobile phone handset, an online store or a health fund, make sure it’s not a “weak” one that’s easily guessed, or worked out by a computer – like “1234” or “0000” or “password”, etc).
  • Use your favourite search engine to search for “how to choose a strong password” or “how to choose a secure password” for a lot of good advice on what makes a secure PIN, passcode or password.

Change PINs, passcodes and passwords regularly

Using the same PINs, passcodes and passwords for a long time is a security risk.  For instance, when online stores are hacked, lists of their customer passwords are often sold on the internet.  If you changed your password regularly, the password being offered online may be stale before long – even before a scammer had a chance to use it.

Lock your mobile handset with a secure PIN

Set your mobile handset to auto-lock after a short period of non-use, and set it to require a strong PIN to unlock it.  Even if your handset also offers face or fingerprint recognition, a weak PIN (like the current year) may let a fraudster access it with ease.

Make sure your voicemail PIN is secure

Does your mobile phone service or landline offer a “voice mailbox” where callers can leave messages?  It’s great to be able to check your home messages from another phone when you’re out – but not so great if a scammer can dial in and listen to them as well. Voicemail services almost always use a PIN to keep out unauthorised persons, so make sure your PIN is enabled, strong and secure.

Don’t respond to text messages or missed calls from unknown international or Australian numbers, or unknown callers

The tricks that scammers play with missed calls are explained above.  Text messages asking for a call back can be traps in the same way.  Don’t call back.  If the caller is legitimate, they’ll leave a message.  If you think you know who it may have been, contact them by another means (e.g. email, another phone number on an official website, etc.) and check if they called or texted. Block suspicious or unknown international or Australian numbers on mobile handsets and use of blocking services or products, where available, on landlines.

 Let unknown calls to go to voicemail / listen to any message left / decide if this might be a genuine call

 It’s explained above how to automatically send calls to voicemail (in some cases).  If you can’t do that, you can choose to simply not answer unknown calls.  Your own voicemail message might encourage callers to leave a detailed message, so you get enough information to make an informed choice whether or not to call back.

 Talk to family or friends

 If you’re not sure about a call you have received, talk about it with someone close to you. Don’t take computer actions at the request or direction of a caller, unknown emailer or unknown SMS. If someone on the phone whom you don’t positively trust asks you to download or install software, visit a web page, click on a link, fill in a web form or open an email – don’t do it.  They could easily be trying to trick you into giving them control of your computer, or otherwise assisting them to scam you.

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

 

Lost your handset? We’re here to help you get back on track! Contact us immediately to report your lost device, and our team will assist you with the next steps; 

  • Your phone has built-in security measures that allow you to track, ring, lock, or erase it remotely if you have the feature enabled. On a Samsung device, the feature is called Find My Mobile; on Google Pixel, Find My Device; and on an iPhone, you’ll use the Find My app.
  • Contact us on 1300 725 999 to suspend your service & to issue you a new SIM card & block the IMEI.
  • Report it to the police just in case any fraudulent activities are performed with your handset or SIM.

 

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Billing & Payments

Updating your payment details is quick and easy! Follow these simple steps:

  • Login to your Customer Account 
  • Click on Payments from the top menu
  •  Then Direct Debit
  • Enter your Direct Debit details
  • Read the Direct Debit Service Agreement
  • Tick the confirmation box for Direct Debit T&Cs
  • Press Save

 

If you encounter any issues or need assistance, our customer support team is here on 1300 725 999 to help you every step of the way. Keep your payment details up-to-date to ensure uninterrupted service!

Your Caremobile billing cycle typically follows this schedule:

When you first join Caremobile you will be issued a billing cycle number – (between 1 and 28)

  • Bill Issuance: You’ll receive your bill at the end of your billing cycle, which is usually 2 days after the billing cycle month ends. You can check your account online or through our mobile app for the exact date.
    1. Example if your billing cycle is (3) you will receive your bill on the 5th of that billing month and the bill will be due by the 19th of that billing month

  • Payment Due Date: Your payment is generally due about 14 days after you receive your bill. The exact due date will be listed on your bill and in your account details.

 

Your first bill will always have a 2-month charge. When you first use the service we do not charge you, however we charge you at the end of your first month with us. Your first bill will include the month you have used and a month in advance for the month coming up. Your second bill onwards will always have only 1 month charge plus any other charges associated with your account (instalments, excess charges, etc.)

 To ensure timely payments and avoid late fees, set reminders or opt for automatic payments through your account settings. If you have any questions about your billing cycle or due dates, our customer support team is available to assist you on 1300 725 999.

To pay your Caremobile account, you can select one of the following payment option’s: 

  • Aus Post Bill Pay – You can pay through Australian Post. A surcharge fee of $3.60 applies. You can present the bill to any AUSPOST branch, and they will scan the bar found on the first page of your invoice.
  • BPAY – You can pay via Bpay website or through your bank. Caremobile Biller code is XXXXX and the reference number can be found on the first page of your invoice.
  • Pay online – Sign-in to your member’s area account and pay using your credit card. VISA and Mastercard accepted. A surcharge fee of 1.6% will apply.
  • Pay through our website – Go to www.caremobile.com.au and click on Support > Account > ‘Pay My account’. Type in your mobile number associated with your account and the amount you want to pay.
  • Pay By Phone – You can make secure payments by phone call 1300 725 999. VISA and Mastercard accepted. A surcharge fee of 1.6% will apply.
  • Direct Debit – Enrol for automatic payment. You can register either your Credit Card or Bank Account details. Call 1300 725 999 to set up or update your Direct Debit information. Your direct debit payments may appear as Business Service Brokers on your statement.

If you encounter any issues or have questions, or need a little help? Please contact our customer support team on 1300 725 999

Caremobile uses credit checks to assess the financial stability of potential customers and minimize risk. By evaluating credit reports and scores, Caremobile can determine a customer’s ability to meet their financial commitments and identify potential issues before providing services. This helps prevent non-payment or financial disputes, ensuring a more secure and reliable service experience for both Caremobile and its customers. Implementing credit checks allows Caremobile to offer tailored plans and services while managing financial risk effectively.

We will perform a credit check when you place a post-paid order with us. For Pre-paid, we perform an ID check. We use Illion (Formally known as Dun & Bradstreet) for our Credit & ID checks.

 

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Network and Service Features

Stay effortlessly connected with our voicemail and voice messaging services. Never miss an important message again—our voicemail system ensures you can listen to and manage your messages at your convenience. Plus, with voice messaging, you can send quick, personal voice notes to friends, family, and colleagues, making communication more intuitive and engaging. Simplify your messaging experience and keep your conversations flowing smoothly with our reliable and user-friendly services.

  • Message Bank or also known as Voicemail provides a personal answering service if you are busy or can’t answer a call. Typically, the caller hears a prerecorded message and then has an opportunity to leave a message in return.
  • To setup your Message bank – dial 101 or 141 from your TeleChoice Mobile service.

 

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

The reason why your phone shows no “SIM card error” is that your phone is unable to properly read the contents of your SIM card. This usually happens when your SIM card is not installed properly, it is damaged, or your phone has a software problem/s after a software update.

Therefore, the phone will not recognise the SIM card and it states, “no sim card detected”. To fix “SIM card errors to any phone, follow the following steps below:

  • Reboot Your Phone: To reboot your phone, press and hold down the Power button. Then, choose the Restart option and your phone will turn off and then turn back on its own.
  • Pull Out the SIM and Put It Back In: Eject the SIM card tray on your phone, take the SIM out, wait for half a minute, put the SIM card back in, and slide the tray into your phone. After phone rebooting, check if the device reads your SIM card.
  • Enable and Disable Airplane Mode: The purpose of Airplane mode is to help you disconnect from all network services.
  • Check if SIM Card can be read in another phone: You can also try to put the unreadable SIM card into a phone that is working normally. If the SIM card doesn’t work in another phone, then the issue, is with the SIM card. Otherwise, if the SIM is not working in your phone, but works in another phone/s, then the issue may be with your phone’s SIM card reader.
  • Ensure You Have a Valid IMEI Number: It is a must for each phone to have a valid IMEI number. If your phone does not have this, which is very rare,  Caremobile will not be able to provide you with services.
  • Enable Your SIM Card: On most phones where you have dual SIM cards, people often forget to enable the second SIM. This might be the case with you, and your phone does not detect the other SIM card because that card is not enabled.
  • Reset Network Settings: Your network settings tell your phone how to connect to your carrier. If there is an issue with these settings, you might want to reset the network settings and potentially fix the problem.
  • If the SIM card is not readable and requires replacement, a replacement fee of $15.00 will be charged, in certain circumstances this fee is waived if it is deemed to be faulty to begin with.

 

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Locked out of your SIM card? No worries—we’re here to help! Contact us to quickly resolve the issue and regain access to your mobile service. Our team will guide you through the steps to unlock your SIM, ensuring you can get back to your calls, texts, and data without delay. Don’t let a locked SIM card keep you disconnected—reach out now for a swift and secure solution!

  • If your Caremobile SIM has been locked, it may require you to provide the PUK for SIM PIN to open it again, please contact 1300 725 999 to retrieve this information.

 

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Caremobile network usage notification messages are vital tools for managing and optimizing your digital experience with Caremobile. These notifications provide real-time updates on your network activity, including data consumption and usage. By alerting you to high usage levels, potential overages, or abnormal activity, they help you stay within your data limits and help avoid unexpected charges and maintain optimal performance. With clear and timely insights, network usage notifications empower you to make informed decisions, troubleshoot issues, and ensure that your network resources are used efficiently. In a landscape where data management is key, these messages are your first line of defence against connectivity problems and cost overruns.

Caremobile Network messages will appear on your mobile phone with a message Sending ID of #Acc_Notify as these messages are sent on behalf of Caremobile from our principal wholesale network partner – Telstra Wholesale.

Some of these messages you may receive will include alerts and notifications for;

  • 50%, 85% and 100% notifications for Data Usage
  • International Roaming Usage
  • Data packs usage
  • International calling packs 


Caremobile Service and Account messages will appear on your mobile with a message Sending ID of Caremobile and are specific notifications for your mobile account and service number and are tailored messages designed to keep our Caremobile customers informed about critical updates related to their account & mobile services.

These notifications encompass a range of important information, such as billing reminders, account changes, plan changes, and account security updates. By delivering timely and relevant details directly to your mobile account or service number, these notifications ensure you stay on top of your account status, avoid unexpected charges, and maintain uninterrupted service. Whether it’s a reminder to renew your plan, an alert about unusual activity, or a confirmation of changes, these targeted messages help you manage your mobile experience more effectively and with greater peace of mind.

If you encounter any issues or have questions, or need a little help? Please contact our customer support team on 1300 725 999

Handset & SIM Card

Caremobile uses Telstra’s Wholesale Mobile Network. The Telstra coverage area reaches more than 98.8% of the Australian population with 3G*, 4G or 5G and covers more than 1.7m square kilometres of the Australian landmass when using an external antenna. The service provides 4G coverage reaching at least 98.7% of the Australian population and at least 75% with 5G.

*Please note: Telstra’s 3G Network will cease on 31 August 2024. After this date, you’ll need a 4G device with VoLTE calling capability to stay connected to our network. VoLTE is the next step in voice calling technology for mobile phones – enabling users to make calls over 4G on the Telstra Wholesale Mobile Network. This means clearer calls and faster connection times.

Which Devices are affected?

  • 3G-only devices and 4G non-VoLTE devices

What do I need to do? and, How do I Check my device?

  • You must upgrade to a 4G ready device to stay connected to your service.
  • When you upgrade, be sure to confirm the device is compatible with our 4G and 5G networks by checking their specifications on the manufacturer’s website.
  • Confirm the device is compatible with our 4G and 5G networks by checking their specifications on the manufacturer’s website.
  • You can check if the handset is impacted using the SMS device checker tool – text “3G” to 3498
  • Alternatively, you can check your handset by clicking here. 
 

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Concerned about scams and need to change your mobile number? We’ve got you covered. Simply reach out to us, and we’ll help you seamlessly transition to a new number to protect your privacy and security. Our straightforward process ensures you stay connected with minimal disruption while safeguarding your personal information. Take control of your mobile experience today and enjoy peace of mind with a fresh start!

  • If you are changing your number due to scam calls / identity Theft – We will change it for you within 24hrs of your request and at no cost to you.
  • Contact us on 1300 725 999
  • All scam calls need to be reported to https://www.scamwatch.gov.au/

 

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

Plan Features and How they work

Caremobile requires ID verification to ensure the security and authenticity of their services. By Caremobile requesting government-issued identification and sometimes additional documentation, Caremobile can confirm the identity of their potential customers, prevent fraud, and comply with regulatory standards. This process helps protect both Caremobile and its users from identity theft, unauthorised access, and misuse of services. ID requirements facilitate a safer, more reliable service experience and ensure that only verified individuals can access and manage their Caremobile accounts.

Caremobile requires one of the below Id requirements for the facilitation of the carriage of a post-paid service;

  • A valid Australian Driver’s License
  • A valid Australian Passport
  • A valid Medicare Card
  • A valid Overseas Passport

 

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

In today’s interconnected world, Caremobile international calling offers are an invaluable bridge between people and businesses across borders. Our Caremobile service enables seamless communication with loved ones, partners, and clients worldwide, fostering stronger personal relationships and expanding business opportunities. At Caremobile we believe staying in touch with family, friends, and colleagues, no matter where they are. Our International calling services ensures you never miss important conversations, whether it’s catching up with a relative abroad or discussing crucial business deals.

The countries that make part of Caremobile’s Unlimited* Calling offer, are also covered by a fair use policy which can found at https://caremobile.com.au/fair-use-policy/

Our plans with unlimited international calling can be used to call the below  20 selected countries: (Care Plan 3, Care Plan 4, Care Plan 5 and Care Plan 6 – are the only plans to have this functionality)

Bangladesh, Brazil, Canada, China, Columbia, Denmark, Hong Kong, India, Ireland, Japan, Malaysia, New Zealand, Norway, Singapore, South Korea, Thailand, United Kingdom, USA, Vietnam, and Greece.

Caremobile also offers Unlimited* SMS to any number, anywhere in the world! are also covered by a fair use policy which can found at https://caremobile.com.au/fair-use-policy/

Still need help? or not quite sure, no worries we are here to help, contact us on 1300 725 999 or reach out at support@caremobile.com.au

To pay your Caremobile account, you can select one of the following payment option’s: 

  • Aus Post Bill Pay – You can pay through Australian Post. A surcharge fee of $3.60 applies. You can present the bill to any AUSPOST branch, and they will scan the bar found on the first page of your invoice.
  • BPAY – You can pay via Bpay website or through your bank. Caremobile Biller code is XXXXX and the reference number can be found on the first page of your invoice.
  • Pay online – Sign-in to your member’s area account and pay using your credit card. VISA and Mastercard accepted. A surcharge fee of 1.6% will apply.
  • Pay through our website – Go to www.caremobile.com.au and click on Support > Account > ‘Pay My account’. Type in your mobile number associated with your account and the amount you want to pay.
  • Pay By Phone – You can make secure payments by phone call 1300 725 999. VISA and Mastercard accepted. A surcharge fee of 1.6% will apply.
  • Direct Debit – Enrol for automatic payment. You can register either your Credit Card or Bank Account details. Call 1300 725 999 to set up or update your Direct Debit information. Your direct debit payments may appear as Business Service Brokers on your statement.

If you encounter any issues or have questions, or need a little help? Please contact our customer support team on 1300 725 999