Spacetalk Mobile

Spacetalk Mobile

General

I’m looking for JumpySIM, what is Spacetalk Mobile?

JumpySIM and Spacetalk were different divisions of the same company. We have unified our approach and come together as one brand, Spacetalk Mobile.

 
Only our name has changed, everything else has stayed the same. We will continue to make it as easy as possible for families to stay connected.
 
If you have a new JumpySIM SIM card you can activate it here.
 
If you are an existing JumpySIM customer, you can now log into your account and manage your service from the Spacetalk Mobile portal here.

How do I contact Spacetalk Mobile Support?

If you need assistance or have an enquiry, you can email our customer support team at mobilesupport@spacetalk.co. Our business hours are Monday to Friday 9:00am – 4:30pm (Australian EST).

Activation

Can I choose my phone number?

During the activation process you will have a choice of 3 randomly generated numbers. Alternatively, you can transfer your existing mobile number to Spacetalk Mobile.

How do I activate my SIM?

To activate your Spacetalk Mobile SIM follow the steps on our activation page here.

You will need a current Driver's License, Passport or Medicare Card and a valid payment method to complete the activation.

When will my plan be activated?

Generally, your plan will be activated within 15 minutes to 4 hours. We will message you letting you know when the service has been activated.

Once activation is complete you may need to power-cycle your device in order for the SIM to connect.

Can I transfer my existing phone number to Spacetalk Mobile?

Yes, you can transfer your existing mobile number as part of the activation process.

You do not need to contact your current service provider although it is recommended that you check to ensure there are no fees or charges to leave prior to transferring your mobile number.
 
For your number to transfer successfully you will need to be the current owner of the account and be able to provide the account number (for post-paid services only).
 
During the activation process, we will send you a unique code via SMS that you will need to provide back to us to confirm that you are the owner. Generally, your number port will be completed on the same day, often within a few hours (during porting hours). In some situations, however it can take up to 2 business days.
 
If your number has not ported during this timeframe, I would recommend contacting our team at mobilesupport@spacetalk.co

Where do I find the SIM number?

Your SIM serial number is the 13-digit number located on the back of your SIM kit. Your SIM number can be found in two places, on the SIM card itself and at the top of the SIM card surrounding. 

What forms of identification do you accept

To activate your Spacetalk Mobile service you will need either a Passport, Australian driver's license/learners permit or Medicare card.

Plans

How do I check my balance or expiry?

You can check your mobile plan balance and expiry via your Spacetalk Mobile account here.

What happens if I run out of data before my expiry day?

If you run out of data before the end of your monthly plan, you can recharge your service via your Spacetalk Mobile account here.

How do I cancel my plan?

If you wish to cancel, head to your Spacetalk Mobile Portal, you will have the option to disconnect the service. Once you have logged in you can select your service from 'mobile' on the left hand side and then choose to disconnect.

How do I change my plan?

To change your plan, you will need to log into your Spacetalk Mobile portal and recharge with the new plan value prior to your auto-recharge being processed.

You will receive a reminder SMS and email notification 2 days prior to your auto-recharge being processed.
 
Please note plan changes take effect immediately, any unused balance or time of your previous plan will be forfeited and cannot be transferred to the new plan. Auto-recharge will automatically be enabled for the new plan value.

Do you offer long expiry plans?

Yes, we offer plans with an expiry date up to 365 days. Plan options can be viewed at here.

Can I call and text international

This is not currently offered on Spacetalk Mobile services. Please refer to the Critical Information Summary document for your plan for plan inclusions and exclusions.

Payments

How do I recharge my Spacetalk Mobile service?

Your Spacetalk Mobile service will automatically recharge using the registered payment method listed on your Spacetalk Mobile account.

A reminder SMS and email will be sent 2 days prior to the payment being processed. Please ensure you have funds available to avoid disruptions to your service.
 
Alternatively, you can recharge manually via the Spacetalk Mobile portal. Please note manual recharges take effect immediately, any unused balance or time of your previous plan will be forfeited and cannot be transferred.

Can I get a refund for my Spacetalk Mobile plan?

Spacetalk Mobile does not offer refunds on credit purchased due to change of mind, lack of coverage or credit purchased incorrectly or in error.

Please ensure you are checking our coverage map and frequently asked questions to ensure our product is right for you.
 
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

What is the minimum subscription period for Spacetalk Mobile?

The minimum subscription period is 28 days.

What payment methods do you currently support?

Currently we support Visa or Mastercard for payments.

How do I see my recharge history?

You can view your transaction history including previous top up transactions from your Spacetalk Mobile Account.

How do I change my payment details?

Payment details can be updated in your Spacetalk Mobile Account.

What happens if my auto recharge is declined

If payment fails on your auto-recharge, the system will try again a further two times. If the payment fails on the third attempt, you will need to recharge your service manually via the Spacetalk Mobile portal.

My Account

How do I find my Spacetalk Mobile customer number?

Your customer number is sent to you via SMS and email when you activate your service and again with any updates provided to you.

I recently changed my name, how do I update my account?

The Change of Name form can be found under 'Important information & forms' in the footer of our website.

Please fill out the form and email it along with all relevant documentation to mobilesupport@spacetalk.co

How do I add an authorised representative to my account?

An Authorised Representative has the power to act on your behalf as if they were you. You can appoint an Authorised Representative by completing the authorised representative form. This form can be found under 'Spacetalk Mobile Policies' in the footer of our website.

Please fill out the form and email it along with all relevant documentation to mobilesupport@spacetalk.co.
 
To protect your privacy, this form needs to be witnessed by an authorised person. An authorised person is a solicitor or barrister, doctor, police officer or Justice of the Peace. We will also accept a person who holds a formally determined Power of Attorney or Guardianship Order.
 
Please forward a certified copy of the Power of Attorney or Guardianship Order together with this form (signed by the Attorney or Guardian for the customer).

How can I change the owner of my account or service?

The Change of Ownership form can be found under 'Important information & forms' in the footer of our website. Please fill out the form and email it along with all relevant documentation to mobilesupport@spacetalk.co

Account password - what special characters can I use

Your account password can contain the following special characters only: ! @ $ % & * ( ) Use of special characters other than in the list above is not possible.

Connectivity

I have lost my SIM card or my SIM card is damaged. What should I do?

You will need to order a new SIM card here.

Once your new SIM card arrives you can then log into your Spacetalk Mobile account and complete the SIM replacement.

When logging into your account you need to enter your account number and password. Your customer account number is sent to you via SMS and email when you activate your service and again with any updates Spacetalk Mobile sends you.

Am I eligible for a free Spacetalk App Subscription?

In collaboration with the team at Spacetalk Australia, some devices are eligible for a free Spacetalk app subscription when using a Spacetalk Mobile SIM card.

Eligible devices include:- Spacetalk Adventurer 2 - Model: ST3-4G-1 Spacetalk Adventurer - Model: ST2-4G-1 Spacetalk Kids (Telstra Variant Only) - Model: SP-1005 or IF-W515C T&C's apply, please visit www.spacetalk.co for further information.

Where can I check Spacetalk Mobile network coverage?

You can check our coverage map available here.

What network does Spacetalk Mobile use?

Spacetalk Mobile uses parts of the Telstra Mobile Network that covers more than 98.8% of the population with 3G* and 97.9% of the population with 4G. To see Spacetalk Mobile coverage in your area please click on the coverage map here.

Please note, even if you are living in an area that has coverage, connectivity via a mobile network can be impacted by a variety of factors. These include the distance from a tower, the type of surrounding terrain (hills and valleys can block or reduce coverage), tall trees or tall buildings.
 
Indoor connectivity can also be impacted by the type of materials the building is made of, including thick stone walls or significant amounts of metal. Mobile products (phones, watches, tablets) may have different coverage levels depending on their technical specifications. Different mobile providers may have different coverage levels in some regional and metropolitan areas. We encourage you to check availability in your area prior to purchase.
 
Finally, we cannot guarantee connectivity 100% of the time as there are also other factors beyond our control. For example, if there is a local base station issue or broader mobile network outage, your Spacetalk Watch and other mobile devices in the area will not be able to connect to the network while the site is off air. Spacetalk Mobile does not offer refunds on credit purchased due to a lack of coverage.
 
* Telstra’s 3G Network (850Mhz band) will close in mid-2024

How do I change my ring time?

You can change your ring time to 15, 20, 25 or 30 seconds. Using the phone function (not SMS), simply enter the following sequence, then press the call/send button. **61*101** (number of seconds) #. For example, to change your ring time to 20 seconds, enter the following sequence, then press the call/send button. **61*6101**20# If your SIM card is in a wearable device, you may need to place it in a mobile phone temporarily to complete the above steps.

My SIM card is not working. What should I do?

Please contact our customer support team at mobilesupport@spacetalk.co so we can help resolve this for you.


Different mobile providers may have different coverage levels in some regional and metropolitan areas. We encourage you to check availability in your area prior to purchase. Please note, even if you are living in an area that has coverage, connectivity via a mobile network can be impacted by a variety of factors. Spacetalk Mobile Australia does not offer refunds on credit purchased where the coverage map indicates a lack of coverage.

*Telstra's 3G Network (850Mhz band) will close mid-2024.


Email: mobilesupport@spacetalk.co

Normal Hours: Mon-Fri, 9:00 am - 4:30 pm (AEST)