Prepay Plan / Account Support

Set up your mobile for the internet and MMS messages

• ★ I can make calls, but can’t send/receive SMS, MMS or access the internet (Android)?
• ★ I can make calls, but can’t send/receive SMS, MMS or access the internet (Apple iOS)?

Voicemail

• Do I have to pay extra for voicemail?
• How do I access my voicemail?
• How do I setup my voicemail greeting?
• I need to setup my voicemail again - can you help?
• I want to remove my voicemail
• My voicemail is not working, why is this?

Other Support Questions

• Are Kogan Mobile PCI Compliant?
• Can I change my personal details online?
• Can I divert calls to another number?
• Can you block my inbound or outbound calls?
• Do you offer best mates?
• Does Kogan Mobile have retail stores I can visit for support?

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I'm having issues while roaming overseas

• How do I contact Kogan Mobile while roaming?
• I am roaming but I am not able to use my phone for calls, SMS or data?

Network Information

• How do I check your mobile coverage?
• I have bad coverage in my area - what can Kogan Mobile do?
• My handset, which is locked to the One NZ Network won’t accept a Kogan Mobile SIM card - why is that?
• Why are you using the One NZ?

How can I cancel, change or put my plan on hold?

• Can I suspend or put my Prepay Plan on hold?
• FAQ on moving to another provider
• How do I cancel my Prepay Plan?
• Why do I have to pay upfront for the 365-day Prepay Plan?
• Why do I have to wait until my Prepay Plan/Add-On expires before I can get another one?

Refunds

• Can I receive a refund on any unused entitlements?
• How do I cancel my Prepay Plan?
• How do I get my money back as I am leaving Kogan Mobile?
• I have changed my mind about Kogan Mobile - I want a refund?
• My phone didn't work while roaming - I want a refund
• My phone has never worked since joining Kogan Mobile - I need a refund

Prepay Plan Auto Renewal

• How does Prepay Plan Auto Renewal work?
• I want to stop Auto Renewal
• What happens if I don't renew my plan?

I'm having issues with my phone, Kogan Mobile SIM card, Prepay Plan or payment.

• How do I change the credit/debit card being billed?
• I am receiving an error message when sending an SMS?
• I am receiving an error message when trying to call out?
• I can’t access information about my Prepay Plan via the customer dashboard?
• I can’t call overseas numbers?
• I have a Prepay Plan, however, I’m not able to call, text or use data?

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