Support

Frequently Asked Questions

in FAQs

Can I access my account online?
Yes – You can access your Think Mobile account online using our Selfcare tool. Selfcare allows you to manage your account details including your contact details, view your bill, pay your bill plus check your usage for the current month. Click here to access Selfcare.

How do I set up Direct Debit?
Direct Debit is an easy way to manage your Think Mobile bill. You can sign up by calling us on 1300 2 THINK (1300 2 84465) or by downloading our Direct Debit Form and returning it to us by fax, email or post:
Fax: 1300 4 THINK (1300 4 84465)
Email:
mail@thinkmobile.com.au
Post:
Think Mobile Pty Limited
Locked Bag 100
Southport QLD 4215

What is a Spend Alert?
To help you manage your included value and data usage Think Mobile send you Spend Alerts when you have exceeded 50%, 85% and 100% of your included value or included data. The alert will be sent via email if we have a valid email address for your account, if we do not have your email address the alert will only be sent via SMS. You will receive separate spend alerts for each of your Think Mobile services, even if they are on the same account.

Spend alerts look like this:
“SPEND ALERT: You have used at least 51.4% of your Included Data allowance. Monitor your unbilled usage using Selfcare.”
“SPEND ALERT: You have used at least 87.2% of your Included Value allowance. Monitor your unbilled usage using
Selfcare.”

Click here for more information on Spend Alerts

Can I change my plan?
If your Think Mobile service is on a month-to-month BYO plan you can change your plan at any time provided you meet our credit criteria. If your Think Mobile service is on a 12 or 24 month plan you can upgrade to a higher value plan at any time, you can change to a lower value plan at the end of your contract term or if you pay the cancellation charges for the plan you are leaving.

Can I upgrade my handset?
Yes – you can upgrade your handset at any time if you are on a month-to-month plan, if you take a new $0 upfront handset your service will change to a 24 month contract term. If your Think Mobile service is on a 12 or 24 month plan you can upgrade your handset at the end of your contract term. If you are still within your contract term and wish to change your handset, call us on 1300 2 THINK (1300 2 84465) and we can discuss our outright handset purchase options with you.

Will my handset work on the Think Mobile network?
Most handsets will work on the Think Mobile network. For best performance for calls, SMS and data we recommend you use a 4G capable handset. If you are unsure if your handset can be used see our 4G device guide here or give us a call on 1300 2 THINK (1300 2 84465).

Can I use my Think Mobile service overseas?
Yes – your Think Mobile service can be used overseas when you enable Global Roaming. To do this please call us on 1300 2 THINK (1300 2 84465).

What is a PUK code?
A PUK code is a Personal Unlock Code and is used to unlock your handset when the SIM passcode has been entered incorrectly 3 times. If you need your PUK code call us on 1300 2 THINK (1300 2 84465).

What is an IMEI?
A
n IMEI is a unique code that identifies your mobile phone. It is usually found printed under the phone battery.

What does Pro Rata mean?
Pro rata is the charge that covers the gap between when you connect and when the next billing cycle starts. Think Mobile begins billing cycles on either the 7th or 21st day of the month.

Why can’t I make a call?
If you can’t make a call using your Think Mobile service, check the following:

  • Check that the Sim card you are using has been activated on the network. This can take up to two hours from activation.
  • Check your coverage. You may be outside the coverage area for your plan type. View our coverage maps here.
  • If you are overseas, ensure that you have enabled Global Roaming. To do this you need to call us on 1300 2 THINK (1300 2 84465).
  • Check that you haven’t fallen behind on any invoices, we may have restricted your service due to non payment.

Why can’t I send an SMS?
If you can’t send an SMS using your Think Mobile service, check the items listed below. If none of these apply, try removing the SIM from your handset and re-inserting it.

  • Check that the SIM card you are using has been activated on the network. This can take up to two hours from activation.
  • Check your coverage. You may be outside the coverage area for your plan type. View our coverage maps here.
  • If you are overseas, ensure that you have enabled Global Roaming.To do this you need to call us on 1300 2 THINK (1300 2 84465). If you are overseas, simply click here, fill in the form and we will enable International Mobile Roaming for your service.
  • Check that you haven’t fallen behind on any invoices, we may have restricted your service due to non payment.

Why can’t I access mobile data?
If you cannot access mobile data using your Think Mobile service, check the following:

  • If you have recently changed your handset we may need to update your data settings– please call Customer Care for help with this.
  • Check that the SIM card you are using has been activated on the network. This can take up to two hours from activation.
  • Check the settings on your mobile – we can send you the correct GPRS settings for your handset if you call us on 1300 2 THINK (1300 2 84465) or by searching for your handset here.
  • Check your coverage. You may be outside the coverage area for your plan type. View our coverage maps here. Some parts of the network offer voice coverage only and limited 3G and 4G data coverage, you may be in one of those areas.
  • If you are overseas, ensure that you have enabled Global Roaming. To do this you need to call us on 1300 2 THINK (1300 2 84465). If you are overseas, simply click here, fill in the form and we will enable International Mobile Roaming for your service. Remember that data roaming charges are significantly  higher than when you use data within Australia.
  • Check that you haven’t fallen behind on any invoices, we may have restricted your service due to non payment.

Can I bring my existing mobile number to Think Mobile?
Yes you can bring your existing mobile number to Think Mobile. You have the option to port your number over when you apply for a Think Mobile service online or through Customer Care.