Frequently Asked Questions

Simply find a SIM card right for you trip and order it online. We will be there to help you if you run into any problems. Just reach out to us and we will be there to help as soon as we can.

As long as your phone is unlocked and compatible then you can use our SIMs/eSIMs.

SIMs
Simply remove your Australian SIM card and replace it with your new travel SIM from Global Starlink. When you have returned home from your travels, simply dispose of your travel SIM and re-insert your Australian SIM card.

eSIM
Before you purchase, make sure your phone is eSIM compatible. Once you have made your purchase, we'll send you in­­­structions on how to install your eSIM (please note that not all eSIMs have the same installation instructions).

Some of our SIMs/eSIMs have special phone requirements will have it clearly described in the product descriptions. If you are unsure, please get in touch with us to make sure your device is supported.

An eSIM, or embedded SIM, is a digital SIM card that's built into some
newer smartphones and other devices (not all devices are eSIM compatible). It eliminates the need for a physical SIM card and allows you to switch between carriers without changing a physical card.

Activating your eSIM can typically be done by scanning a QR code or providing your device's IMEI and EID numbers, after which you'll receive a push notification to complete the installation. Once set up, you'll be effortlessly connected.

Not all devices sold by carriers are locked, but many are. It's common for carriers to lock devices to their network, especially if the device was purchased with a plan.

You can check your device's lock status by calling your carrier's customer support, by visiting their website or by visiting them in store. They can provide information on whether your device is locked or unlocked. Alternatively, you try a SIM card from a different carrier. If the device accepts the new SIM card and connects to the new carrier's network, it is likely unlocked. If your device doesn't accept a different carrier's SIM card, it may be locked to your current carrier.

The ability to unlock a device for free depends on your carrier's policies and the terms of your contract. If your device is still under contract or has a financial obligation, you may be required to fulfill your contract or pay off the device before it can be unlocked. Check with your carrier for the specific requirements.

To unlock your device, you may need to provide information such as your device's IMEI number, the phone number associated with the device, and your account details with the carrier. The requirements can vary by carrier.

The unlocking process is generally similar for both physical SIM card and eSIM-enabled devices. However, you should ensure that your device's eSIM feature is not locked to a specific carrier, as this can restrict your ability to change eSIM profiles.

Our SIMs generally have no issues; however nothing is a guarantee.

Sometimes SIMs have unforeseen technical issues which will need some extra help to fix. 

If you land and your SIM does not work as expected then you will need to:
1. Ensure you have followed all steps in the User Guide provided with your SIM card or via instructions provided with your eSIM.
2. Reach out to us for support via our live chat or email us at hello@globalstarlink.com.au.
3. If our technical support can't solve your issues then you will be entitled to our Money Back Guarantee and we will help you find the best local option for the rest of your trip.

Please read the terms and conditions of our Money Back Guarantee.

Some devices allow multiple eSIM profiles, allowing you to have different carrier plans simultaneously. Check with your device's manufacturer for compatibility and any limitations.

While eSIM cards are typically tied to a specific device, some eSIMs can be transferred between compatible devices. Some carriers and device manufacturers have restrictions, so it's best to check with us for each specific product.

While many devices support both physical SIM cards and eSIMs, not all devices offer this capability. Some devices might support either a physical SIM card or an eSIM but not both simultaneously. It's essential to check your device's specifications or settings to see if it allows for switching between a physical SIM card and an eSIM. If your device doesn't support both options, you'll need to choose and activate either a physical SIM card or an eSIM based on your device's capabilities.

Yes, in most cases, you can use a SIM card from one country in a device purchased in another country as long as the device is unlocked and compatible with the carrier's network.

We are here to help you stay connected during your travels. Our travel SIM cards are perfect for those who are going on holiday, visiting friends and family or working abroad. Our SIM cards are local prepaid SIM cards from overseas countries.

Our customers choose our SIM cards because:
1. We offer great value: Our competitive pricing is often more cost-effective than purchasing SIM cards overseas, making it an economical choice for international travellers.
2. Have instant connectivity: Enjoy the convenience of being connected as soon as you land. Avoid the hassle of searching for a local SIM card upon arrival at your destination.
3. Avoid roaming charges: No need to worry about expensive roaming fees with a local SIM card. Roaming charges can quickly add up when using your local Australian SIM card abroad.

Not at all. We are here to help you save on your roaming costs. With our prepaid travel SIMs you get exactly what you pay for
with no additional fees or costs. It’s the more affordable way to
stay connected than relying on roaming with your Australian carrier.

Each SIM card comes with a 3 in 1 SIM card with Standard, Micro, and Nano. All you need to do is make sure that you pop out the correct size that is compatible with your
device.

The activation of your SIM depends on its type. If no activation date is required, it activates upon insertion into your device. Typically, insert the SIM after arriving at your destination for activation. For detailed steps, refer to the specific product articles.

The day you activate your service counts as Day 1, regardless of the activation time.

If you purchased a SIM with an activation date, the SIM will be activated on the date that is nominated when you checked out. If you are unsure or do not remember give us a message or email and we can have a look for you.

If you need it changed please message us 3 days prior to your nominated date.

If you set the activation date as 01/01, we will activate it manually on that date, and that's when your service begins, whether you've inserted your SIM card or not.

For the SIM card or any eSIM you purchase, you need to submit an activation date.

Activating your SIM card is a straightforward process. Upon receiving your SIM card, you can activate it by following these simple steps:

1. Scan the QR code provided on the user guide or visit our website at https://www.globalstarlink.com.au/pages/activate. Under the Activations menu option please select your relevant SIM Submission form (e.g. Vodafone & Movistar customers need to select the Submit Vodafone & Movistar option).

2. On the activation page, you will need to enter your SIM card number, your expected arrival date, and your email address. This information is necessary to ensure a smooth activation process.

3. After submitting the required details, you will receive a confirmation email for your SIM activation request (which will be sent to the email address provided to us in the SIM Activation Submission Form).

Note: We will arrange the activation of your SIM card according to the date you specified, ensuring that it's ready for use when you need it.

If you have a dual SIM device, you can choose which SIM is used for data and calls. While using an overseas SIM card, you have the option to continue using your Australian phone number, but it's important to check with your Australian service provider for information on international roaming and plans, as fees may apply.

Keep in mind that our travel SIM cards come with a local phone number (with exceptions to our Data only eSIMs). Using a local phone number while abroad can often be more cost-effective and convenient for making calls and accessing data.

Please note that the phone number associated with your SIM will only be available once the SIM is activated.

Upon arrival, your provider will send you a welcome message with your new phone number. Alternatively, you may also be able to find this in your Mobile Settings.

iOS

a. Go to Settings > Phone > My Number > select your new SIM card

b. Go to Settings > Mobile > under SIMs, the phone number for your new SIM card might be displayed

If the number isn't listed in these sections, you can also try calling another phone.

Android

a. Go to Settings > About Phone/Device > Satus or SIM Card Status > your phone number might be listed under My Phone Number

b. Go to Contacts > your Contact Card labelled 'Me' or 'My Info'

If the number isn't listed in these sections, you can also try calling another phone.

Our SIM cards typically do not include international calling to countries outside of what has been listed under the product. For making international phone calls to Australia or other destinations, we recommend using data-based apps such as WhatsApp, Viber, and Skype. These apps allow you to make calls over the internet, often at a more cost-effective rate compared to traditional phone calls.

To avoid unnecessary balance deductions, we recommend that you use the data usage history feature on your mobile phone to check your data usage.

iOS

Settings > Mobile > Scroll to find Current Period Roaming

Android

Settings > Connections > Data Usage > Billing Cycle and data warning > Select the period from the day you started using the SIM to the current day. Save and your data usage will be shown

Click: here

Our SIM cards, with the exception of Three UK SIM cards, are designed for short-term travelers and are intended for single use only. If your stay abroad exceeds the service days listed for your product, we recommend purchasing multiple SIM cards and activating a new one when your previous SIM's service has ended. This way, you can continue to stay connected during your extended stay.

If you run out of data, you will not be able to recharge the SIM for more data. Please select the right plan that suits your needs or purchase multiple SIMs before you travel.

Depending on the Marketplace you purchased from, there will be a different order number type. You can generally find this via the Confirmation Email, or by signing into your eBay or Amazon account and clicking into your order.

Please see below for an example of the order number for each Marketplace:

- eBay: 12-34567-89123

- Global Starlink: #INV1234GS

- Amazon: 503-1234567-1234567

Note: If you have purchased multiple eSIMs, please use the same order number for each eSIM purchased.

To find the order number for each Marketplace:
eBay

- Check Email Confirmation: Look for an email confirmation from eBay regarding your purchase. The order number is typically included in the email subject line or within the email content.

- eBay Account: Log in to your eBay account and navigate to "My eBay" and "Purchase history" section. Find the item you purchased, and the order number should be listed alongside the transaction details.

Shopify

- Check Email Confirmation: Look for an email confirmation from the Shopify store where you made your purchase. The order number is typically included in the order confirmation email. Check your inbox, spam, or junk folder if you can't find it in your main inbox.

Amazon

- Check Email Confirmation: Look for an email confirmation from Amazon regarding your purchase. The order number is typically included in the email subject line or within the email content (e.g. at the bottom of the email).

- Amazon Account: Log in to your Amazon account and navigate to the "Your Orders" section. Find the item you purchased, and click into the item. The order number should be listed under 'Order info' and 'View order details'.

You will receive an order confirmation email to the email provided after you have placed your order. You can also confirm with us by contacting us via email.

If your order has not been shipped out, we can cancel your order and process a refund for you. To initiate the cancellation and refund process, please contact us for more information. We're here to assist you with any questions or requests you may have.

If you require a shipping address change, we can assist you with this if your order hasn't yet been shipped. Please contact us promptly so we can assist you in this process. Once tracking information has been provided, please note that your order has been shipped, and any address modifications might not be feasible.

Yes, we do offer a pick-up option. If you would prefer to pick-up your order, please choose 'Local Pickup,' during the checkout process.

Our pick-up location is available between Monday and Friday from 10 am to 4 pm from:
Shop 4, 198 Harbour Esp,

Docklands VIC 3008

If you're having trouble scanning the eSIM activation QR code, consider trying the manual entry option via your device settings (if provided). If this doesn't resolve the issue or if you encounter persistent difficulties, please reach out to our dedicated support team. We're here to assist you promptly and ensure a smooth activation process for your eSIM.

If you are having trouble with your SIM Card/eSIM, please visit the link below and follow the steps listed to see if these steps can help you resolve the issue you are facing, prior to getting in touch:

https://www.globalstarlink.com.au/blogs/faq/troubleshooting

If you're experience problems with making calls, consider the following:

1. Check Your Plan's Inclusions: Ensure that your plan includes calls or includes calls to the specific country you're trying to reach. Some plans have limitations on international or specific country calls.
2. Verify Dialing Format: If you're using a SIM from one country but trying to call another country, remember to use the correct international dialing code. For instance, if you have a Spanish SIM but are dialing Italy, you'll need to use Italy's country code before entering the phone number.
   

If after checking these steps you're still unable to make calls, please visit https://www.globalstarlink.com.au/blogs/blogs/troubleshooting to see if any of these troubleshooting solutions can help with the problem you are facing. If this doesn't help, please reach out to our Customer Service team for further assistance.

1. Check that you have Data Roaming and Mobile Data turned on in your device's Settings.

2. Ensure that your APN settings are correctly configured.

3. If there are any VPN configuration profiles on your phone, delete them and reset your network settings.

4. If it's still not working, try the SIM in another phone to see if it'll work there.

To get support for any service difficulties or issues, please follow these steps:

Email us immediately at hello@globalstarlink.com.au.

Include the following information in your email:

- Order Number

- SIM number (and phone number if available)

- Device make and model

- The country you are currently in.

- Screenshots of any error messages you have received

- Screenshots of your Data Roaming and APN settings

If you've misplaced your SIM card's User Guide, don't worry! You can easily access another copy by visiting our website's Support menu. Simply navigate to the "User Guides" section under the Support menu to view the User Guides for all our products. If you have any trouble locating it or need further assistance, feel free to reach out to our support team for direct help.