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Of course! Porting numbers within the mobile world is common and incredibly straight forward. When you’re filling out our online form you’ll be asked if you want to bring your existing number across, and we’ll ask for some details about it.

Then when you’re ready, you can start the porting process in the ZenSim app by simply clicking a button; this usually takes 10-15 minutes, but like a lot of things in life, sometimes things go wrong. However, if anything needs your attention we’ll let you know and make sure you’re up to date on what’s happening.

The beauty of eSIMs is that they’re just sitting there waiting to be used! So we can theoretically hand one over to you right away once we confirm your order. However, there are requirements before we get you to install the eSIM on your device;

• If you are getting a new number from us, we’ll do our best to activate and get your eSIM ready for you within 5 minutes of placing an order. If there’s any problems or issues, we’ll let you know via email, SMS and in the ZenSim app.
• If you’re bringing your number over to us, we’ll ask you to confirm when you want to start the activation process in the ZenSim app. Once you confirm you’re in possession of this number, we’ll start the porting process. When that process is completed, you’ll have your new eSIM ready for installation in the ZenSim app.

Nope! Once you place an order with us, assuming it’s a new number, we’ll provision and activate your eSIM right away! All you’ll need to do is install the eSIM to your device through the ZenSim app.

If you’re porting your existing number to us, you’ll just need to confirm when you want to start that process - we won’t port your number without you telling us to, so you don’t suddenly lose your service!

Once we’ve confirmed you are who you say you are and we’ve charged you the first subscription fee, we’ll allocate you an eSIM.

From there, you’ll be able to log in to the ZenSim app which will give you the option of Installing your eSIM.

Clicking this option will bring you to a new screen on your phone that will guide you to installing your eSIM. Once that process has been completed, your eSIM should be ready and working.

If you have multiple eSIMs on your device already, just make sure that you’ve enabled/turned on your ZenSim eSIM in addition to any other eSIMs you might need.

Replacing your eSIM is easy!

In the ZenSim app, under the manage section of your service, there is a “Replace eSIM” option.

Once your new eSIM has been assigned, we’ll let you know to log back into the ZenSim app (on your new device!) and go through the install process as described above.

While we offer one free eSIM replacement a year, any additional eSIMs will incur a $2 cost.

Just be aware that there can only ever be one active eSIM for your service – so you can’t have it working on more than one device at a time.

On selected plans (ie. 100GB), we offer "endless" data, which means after you have used up your data allowance, you may continue to use your service as much as you like but the speeds will be reduced to 2Mbps.

At the end of your billing cycle these speeds (and your allowances) will be reset as usual.

Nice choice – enjoy your new device!

There is no option to swap eSIMs between devices (at least not yet…). In these situations you’ll need to replace your eSIM via the ZenSim app. 

You what?! See "What happens if I need a new eSIM" above... But in a nutshell, you'll need to order a replacement in the ZenSim app.

If you’re purchasing a subscription mobile plan, we’ll invoice and charge you on the same day each month from when your service was activated. If you’re purchasing a once-off mobile plan, we’ll invoice and charge you once on activation of your once-off plan.

If you’re ordering a new service with ZenSim (not porting an existing number) then once you complete the order process, we’ll charge you the first month of your subscription. We’ll continue to invoice and charge you on the same day each month, unless your order is completed on the 29th, 30th or 31st day of the month.

• Eg. If you place an order on the 5th of June, we’ll invoice you from the 5th of June – 4th July. We’ll then invoice you again on the 5th of July.

If you’re porting a service to us, we will start the porting process once you click the “Activate now” button in the app, and from that day is when you will be charged.

• Eg. If you place an order to port your service on the 5th of June, but don’t initiate the port process until the 10th, we’ll invoice you from the 10th of June to the 9th of July. And then invoice you again on the 10th of July.

If your service is activated on the 29th, 30th or 31st day of any month, we will instead move you to a more stable billing cycle. Your first invoice period will be from the day you activated until the 28th of the following month. This means your first service allowances might be slightly lower, but your first invoice will also be less! The following month you will then be invoiced at a regular monthly cycle. 

• Eg. If your service activates on the 29th of February, we’ll invoice you from the 29th to the 27th of March. Your next invoice will then be from the 28th of March to the 28th of April.

If you’re finding you need some more data, we allow you to upgrade to the next tier at any time during the month via the ZenSim app. When upgrading your plan, we’ll charge you the difference in cost between your current plan and the new plan. 

You can always downgrade a plan, but it will come into effect on the next subscription cycle. If you find you need even more data, send us a message and we’ll see what we can do for you.

(We’ll send you usage notifications to your device at 50%, 80% and 100% to hopefully help you manage your usage).

First, try to find it at the last place you left it. If you’re still not able to find it (or it’s been stolen 😔) then please let us know ASAP so we can suspend your service.

Once you have a new device with the ZenSim app you can easily get a new eSIM by going to the “Replace my eSIM” section within your service in the app. If you need more help you can easily contact us here.

Sure! Just be mindful of your data limits and allowances – we’ll keep you up to date as you approach 100% of your data allowance though.

Global roaming is when your Australian mobile provider connects you to overseas networks so you can keep using your phone while travelling. It usually means limited data, expensive rates, and the risk of surprise charges if you go over. A smarter option is a Travel eSIM - it gives you heaps more data for a fraction of the cost, works instantly in over 200 countries, and is made for travellers. You can still check out our roaming page, but honestly, you'd be better off with a Travel eSIM.

If you do want to use Global Roaming instead of a Travel eSIM, we offer a roaming pack, and you will only ever be charged for the pack you purchase using ZenSim and will never get a surprise bill.

First, we ask you to look deep down inside yourself and truly ask if this is the correct decision.

If you still want to cancel your service, it’s as easy as opening the ZenSim app and placing a cancellation request.

We will then (sadly) cancel your service at the end of your current subscription cycle, so you can continue to use your service until then – we also allow you to cancel the cancel up to 1 day before! We promise we can change and make you happy again!

You can view our privacy policy and how we handle your data on our privacy policy page.

If your idea of fun is to peruse legal documents full of weird but oddly beautiful phrases, head over to our terms and conditions page and go wild.

Anything else, please feel free reach out to us via our contact page and we’ll see how we can help. Your feedback will also help us update this section to make sure your friends won’t have to keep asking you (or us!).