Frequently Asked Questions
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.
During the activation process you will have a choice of 5 randomly generated numbers. Alternatively you can transfer your existing mobile number to JumpySIM.
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 email@example.com.
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.
To activate your JumpySIM service you will need either a Passport, Australian driver's license/learners permit or Medicare card.
If you run out of data before the end of your monthly plan, you can purchase a data top-up via your myJumpy Account.
This is not currently offered on JumpySIM mobile services. Please refer to the Critical Information Summary document for your plan for plan inclusions and exclusions.
Yes, we offer plans with an expiry date up to 365 days. Plan options can be viewed at www.au.jumpysim.com.
To change your plan, you will need to log into the MyJumpy 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.
The minimum subscription period is 28 days.
Currently we support Visa or Mastercard for payments.
You can view your transaction history including previous top up transactions from your myJumpy Account.
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 MyJumpy portal.
JumpySIM Australia 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.
Your JumpySIM service will automatically recharge using the registered payment method listed on your MyJumpy 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 MyJumpy portal.
Please note manual recharges take effect immediately, any unused balance or time of your previous plan will be forfeited and cannot be transferred.
During the activation process you will select your new phone number. Once the activation is complete, the account holder will receive an email and SMS confirmation that will include your new phone number.
You may also find your mobile phone number from your myJumpy portal.
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 firstname.lastname@example.org.
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 email@example.com.
Your account password can contain the following special characters only: ! @ $ % & * ( )
Use of special chacaters other than in the list above is not possible.
Your customer number is sent to you via SMS and email when you activate your service.
If you are unable to locate your customer number, please head over to our website and reach out via our chat feature. We will be able to send you a time sensitive verification code to access your account and can then confirm your personal account information.
Our team are available on chat Monday-Friday 10.30am-5.00pm.
JumpySIM 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 JumpySIM 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.
JumpySIM Australia does not offer refunds on credit purchased due to a lack of coverage.
* Telstra’s 3G Network (850Mhz band) will close in mid-2024.
In collaboration with the team at Spacetalk Australia, some devices are eligible for a free Spacetalk app subscription when using a JumpySIM SIM card.
Eligible devices include:-
- Spacetalk Adventurer - Model: ST2-4G-1
- Spacetalk Kids (Telstra Variant Only) - Model: SP-1005 or IF-W515C
T&C's apply, please visit www.spacetalkwatch.com for further information.
Please contact our customer support team at firstname.lastname@example.org so we can help organise a replacement.
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.