Frequently Asked Questions

You can pay for your ZMobile service using any major credit card.
Additionally, since ZMobile is part of the Zip family, you can easily use your Zip Pay or Zip Plus accounts to cover your plan.
To pay with Zip, you’ll use your digital Zip Visa Card details. If you don't have these handy, you can find them directly in the app:

• How to find your details: While you are in the payment flow, look for the "View card details" button located at the bottom of the screen.
• What happens next: This will securely display your Zip Pay or Zip Plus card number, expiry date, and CVV, which you can then enter into the credit card fields.

Switching your number between the hours below usually only takes a couple of minutes but it can take up to three hours. You won’t lose service from your previous provider until your switch has gone through with Zmobile, so there’s no down time.
Switching hours: Monday-Friday 8am to 8pm Sydney time Saturday 10am to 6pm Sydney time
You’ll know your switch has gone through when your previous provider’s SIM has stopped working. We’ll also notify you in the mobile app, by push notification on your device and by email.

To combat the rising risk of unauthorized number transfers, which can lead to identity theft and fraud, we have implemented a secure verification process. This ensures that only the true owner can move a service to a new provider.

How the Security Process Works:

• Direct Verification: We send a unique authorization code via SMS directly to the mobile number being transferred.
• Owner Confirmation: You must enter this code to confirm you are the one authorizing the move. This is why it’s essential to have your phone with you and ready to go when you begin the activation process.
• Strict Security Protocols: To ensure total protection, we cannot send this code to a different phone number or an email address. We must verify that you—the account owner—are the only person in control of the service.

If your eSIM isn't connecting quite yet, don't worry, most issues can be cleared up with a few quick checks. Try these troubleshooting steps to get back online:

1. The Classic Restart
   It sounds simple, but restarting your device is the most effective way to jumpstart a newly installed eSIM.
2. Check Your Settings
   Your phone needs to know which SIM to prioritize. Go to your Mobile/Cellular Settings and ensure your ZMobile eSIM is toggled to "On."

   • Multiple eSIMs: Generally, only one eSIM can be active at a time. Ensure any unused or old eSIMs are turned off.
   • iPhone Exception: If you have an iPhone 13 or later, you can actually run two eSIMs simultaneously.
3. Remove physical SIM after the transfer
   If you just switched your existing number from a physical SIM card to an eSIM, remove the physical SIM card from your phone entirely. Keeping the old, deactivated card in the slot can sometimes confuse the device.
4. Using Dual SIMs?
   You can use a physical SIM and an eSIM at the same time (Dual SIM mode), but remember: each one must have its own unique phone number. You cannot run the same number on both a physical card and an eSIM simultaneously.


5. Final Power Cycle
   If you’ve adjusted your settings or removed a physical SIM based on the steps above, restart your device one more time to lock in those changes.

No
While it's super easy to pay with your Zip Pay or Zip Plus account you can pay for your ZMobile service using any major credit or debit card.
To pay with Zip, you’ll use your digital Zip Visa Card. You can find your Zip Visa Card details directly in the app: