FAQ

   Important notice regarding Samsung S6 and S7

Although our SIM cards work in most unlocked devices, we have reports of an issue when using our SIM card in Samsung S6 and S7 devices causing the SIM card not to work. Upon investigation we have discovered a way of rectifying this issue until a permanent resolution can be found.

Customers will need to insert their Roaming SIM card into an alternative unlocked device and disable or change the default PIN code of 0000. Once disabled or changed, re-insert the SIM card into the Samsung device and the SIM card will be recognized.

1. Where can I buy Woolworths Mobile Global Roaming SIM?

Standard / Micro / Nano SIM

  • Our SIM card is a 3 in 1 SIM and the MICRO/NANO SIM can be snapped out of the standard SIM if needed
  • Visit our online shop here
  • You can also purchase our SIM card from any Woolworths store

2. What delivery option should I choose when buying Woolworths Mobile Global Roaming SIM online?

The options available are dependent on which country you are having the SIM delivered to and when you are travelling.

Ensure that there is sufficient time for delivery to be made before you travel

Delivery to Australia

  • Standard Courier (5 business days), $7
  • Australian Express (2 business days), $12

Delivery to New Zealand

  • New Zealand Express (2 business days), $15

UK & Europe

  • UK & Europe Express (5 business days), $15

Rest of the World

  • International Express (5 business days), $35

3. How will this transaction appear on my credit card?

On the credit card statement, a line will appear referencing Cubic Telecom along with the transactional fee. Cubic Telecom is the network partner for Woolworths. In some very exceptional cases, there may be an additional charge passed on by your bank for which neither Woolworths nor Cubic Telecom have any control.

4. What kind of mobile phone do I need to use Woolworth Global Roaming SIM in the countries I will be roaming in?

The service will only work on an unlocked mobile phone

  • An unlocked mobile phone will allow you to use a SIM card from any mobile provider.
  • If you are unsure if your phone is unlocked please call your mobile provider who will be able to advise you.

Your Woolworths Mobile Global Roaming SIM will work in more than 200 countries, to confirm that those you will be visiting are covered visit our coverage page here.

You should ensure that your phone supports the frequencies used for mobile networks on the countries you are visiting.

  • You can refer to your mobile phones user manual to identify which frequencies your phone supports
  • You can confirm which frequencies used in the countries you are visiting by visiting our coverage page here.

5. In which countries can I use my European bundles and Global bundles?

  • European Bundles:
  • For travel throughout Europe. Countries covered are:

    Albania, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Vatican City State, Ukraine, United Kingdom

  • Global Bundles:
  • For travel throughout all European Union Member States (includes United Kingdom), Albania, Argentina, Brazil, Canada, Chile, China, Colombia, Ecuador, Egypt, Fiji, Gibraltar, Hong Kong, India, Indonesia, Japan, Liechtenstein, Monaco, New Zealand, Norway, Peru, Philippines, San Marino, Singapore, South Africa, South Korea, Switzerland, Taiwan, Thailand, Turkey, Ukraine, USA(excluding Alaska) and Vatican City.

6. How do I divert my existing mobile number to my Woolworths Mobile Global Roaming SIM?

Before setting up a call divert you must do the following:

  • Activate your Woolworths Mobile Global Roaming SIM
  • Purchase a local landline number. Details of this process can be found here.
    Australian mobile phone operators will only allow call forwarding to be applied to another Australian phone number. They will not allow call forwarding to an international phone number.
  • Set up call forwarding with your existing carrier.
  • All of the inbound calls to your existing telephone number will now be diverted to your Woolworths Mobile Global Roaming SIM telephone number.
  • You can only have voice calls forwarded. It is not possible for SMS messages to be forwarded.

7. How much does call forwarding cost?

You will not be charged any additional fees by Woolworth Global Roaming SIM.

You will only be charged the inbound call rate for the country where you receive the call.

You may be charged a fee by your existing carrier for call forwarding and you should contact them directly to clarify the costs involved.

8. How much will it cost for people to call me?

People calling you should refer to their phone provider to confirm how much it will cost to call you on your Woolworths Mobile Global Roaming SIM.

By default, your SIM is set up with a UK Mobile number unless you have a local number enabled this is the rate callers will be billed for when they call you.

Learn more about setting up local numbers on your Woolworths Mobile Global Roaming SIM here.

9. Can I use data in Australia?

Yes, however it is not advisable as rates within Australia will be higher than with your normal carrier.

Once you have tested the service, we recommend that that you no longer use the service until you reach your travel destination.

10. Can I use my existing phone number?

Unfortunately we do not have the rights to allow you to use your existing phone number.

However, it is possible to have calls forwarded to your Woolworths Mobile Global Roaming SIM from your existing number.

You can find more information about how to do this here.

11. What local numbers can I add to my Woolworths Mobile Global Roaming SIM?

It is possible to have up to 50 additional local numbers associated with your Woolworths Mobile Global Roaming SIM.

Some countries require additional documentation to be supplied in order to set up a local number. This is a fraud prevention measure, and is beyond the control of Woolworths Global Mobile Roaming SIM.

12. Does the Woolworths Mobile Global Roaming SIM have a PIN lock?

By default the pin number on your SIM card is 0000.

If you enter the incorrect PIN number three times, your SIM card will be locked.

If your SIM card is locked please contact Woolworths Mobile Global Roaming SIM Customer Support.

13. How do I check my balance?

Visit your account page here.

Dial *120# and press call on your mobile phone. Your balance will then be displayed.

14. Can I make emergency calls?

Yes – wherever you are in the world you can dial 999 or 112.

15. Can I send MMS?

Unfortunately our service does not support MMS.

16. Will my Woolworths Mobile Global Roaming SIM credit expire?

Yes, your credit will expire 365 days after it was purchased, unless further top-up or credit has been applied within that period.

Bundles purchased have different expiry dates and these are listed when they are purchased.

17. How do I check my data usage?

Visit your account page here.

Select the 'Call History' option and select 'Display History'.

18. Can I dial 800/900 (Freephone/Premium) numbers?

Unfortunately we do not support calls to 800/900 numbers.

19. What should I do if I lose my SIM Card?

Contact Customer Support via phone or email as soon as possible.

20. Special Requirements for using Woolworths Mobile Global Roaming SIM in Japan and South Korea.

These two frequently visited countries require a phone that is 3G enabled and can support the frequency WCDMA 2100.

Refer to you phones manual, or contact the manufacturer to confirm that your phone meets these requirements.

21. Will my Blackberry device work with Woolworths Global Mobile Roaming SIM?

Yes, however Blackberry Messenger (BBM) and Blackberry Email will not.  This is because the of restrictions placed by the manufacturers of Blackberry, Research in Motion (RIM).

You will be able to make calls and send SMS messages.  In order to use data, and access the internet you will need to install an alternative web browser. One browser we have tried and tested is called Opera.

22. How do I make calls?

See our How to Guide here.

23. How do people contact me?

See our How to Guide here.

24. How do I activate my Woolworths Mobile Global Roaming SIM?

See our How to Guide here.

25. What is my telephone number?

You will receive your roaming number once you have registered your account. This number can be viewed at any time on the dashboard of your account or by dialing *123# from your device. For more information please see our How To Guide here.

26. How do I recharge my Woolworths Mobile Global Roaming SIM?

See our How to Guide here.

27. How do I purchase a Bundle product?

See our How to Guide here.

28. What Payment methods can I use?

We accept:

  • Mastercard
  • Visa
  • PayPal

29. Can I use 4G services?

At present we do not support 4G services.

If you have a 4G enabled phone, you can still use our service as the phone will revert to using 3G connectivity.

30. How do I set up Auto Top Up?

To avail of Auto-Top you must first register a credit card and make it your default payment method. Once you have done this you can set up the Auto Top up service once you are logged into your account. There you can specify when the credit is applied and the value of the credit.

31. How do I add a local number?

To purchase a local number for your SIM card you need to activate your SIM and log into your account. Once logged in, go to the " Add a Local Number " section in My Account and follow the instructions

32. How much does a local number cost?

You can add local numbers for as little as $8 per month.