IMPORTANT NOTE
This knowledge base article applies only to Crazytel's physical SIM card services and does not contain information about Crazytel's virtual mobile number products. If you're looking for information about virtual mobile numbers, please refer to the dedicated virtual number section of our website.
BILLING SYSTEM
HOW DOES CRAZYTEL SIM CARD BILLING WORK? IS IT PREPAID OR POSTPAID?
Crazytel Mobile operates on a unique Hybrid Prepaid billing model. Unlike traditional prepaid services, your account balance is used to cover charges like SMS, voice calls, and MMS.
If your balance reaches zero or goes negative, services like outgoing and incoming calls and SMS across all Crazytel products will be temporarily paused. If the balance remains negative for 30 consecutive days, services will be canceled automatically.
To keep your Crazytel SIM active, Auto Top-Up must be enabled. Your monthly plan fees will be automatically deducted from your account on the billing day. If there's not enough balance, your services may be affected until a top-up is made.
NETWORK INFORMATION
WHAT NETWORK DOES CRAZYTEL USE?
Crazytel mobile services run on the Optus network. Crazy 5G plans get 5G speeds up to 150Mbps where 5G coverage is available, and fall back to the Optus 4G network in other areas. Data-only SIM plans run on the Optus 4G network with speeds up to 25/5Mbps. You can view the full coverage map here. While we resell Optus services, we are responsible for providing them to you through our own agreements, which include features like VoLTE and WiFi calling.
WHAT IS VOLTE?
Voice over LTE (VoLTE) is a technology that allows you to make voice calls over the 4G LTE network instead of the traditional voice network. Benefits include:
- HD Voice Quality: Clearer, more natural-sounding calls
- Faster Call Connection: Calls connect more quickly than traditional calls
- Simultaneous Voice and Data: Use data services while on a voice call
- Extended Battery Life: More efficient use of your device's battery during calls
To use VoLTE on Crazytel, you need a VoLTE-compatible device with the feature enabled in your phone settings.
WHAT IS WIFI CALLING?
WiFi Calling allows you to make and receive calls and text messages over a WiFi network instead of the cellular network. This is particularly useful in areas with weak or no mobile signal but with good WiFi coverage.
Key benefits include:
- Better Indoor Coverage: Make calls from basements, buildings with thick walls, or rural areas
- No Additional Apps Required: Works with your regular phone dialer and messaging apps
- Same Phone Number: Uses your regular Crazytel mobile number
- Seamless Transitions: Calls can switch between WiFi and the mobile network without dropping
To use WiFi Calling on Crazytel, you need a compatible device with the feature enabled in your phone settings.
DATA USAGE
WHAT HAPPENS IF I USE ALL MY DATA?
When you reach your data limit, your internet access will pause until your next billing cycle begins. Don't worry - your service will automatically resume on your billing day. Data top-ups are not currently available.
Important to note:
- Data is completely disabled, not shaped or slowed down
- You won't have any data access while your data is suspended
- All other services (calls, SMS) remain unaffected
IS DATA USAGE SHOWN IN REAL-TIME?
Your data usage is refreshed approximately every 30 minutes, so you can easily track your consumption.
DATA USAGE REMINDERS
When you turn on Data Usage Reminders, you'll get SMS notifications as soon as you hit your set usage threshold, no matter the time or day.
DOES CRAZYTEL OFFER DATA BANKING?
Not at this time, but we're always looking for ways to improve our services, so stay tuned for future updates!
DEVICE COMPATIBILITY
COMPATIBLE HANDSETS AND DEVICES
For a Crazy 5G plan you'll need an unlocked, 5G-compatible mobile phone. A 4G-only phone will still work, but only on the 4G network. For 4G data-only SIMs, a 4G-compatible device such as an IoT device or modem is all you need.
Please note:
- Smartwatches and other devices that use eSIM technology to connect to the mobile network are not supported on Crazy 5G mobile plans
- eSIM is available on data-only SIM plans
- Ensure your device is unlocked from any other carrier to guarantee proper operation
CAN I GET 5G WITH CRAZYTEL MOBILE?
Yes! Crazy 5G plans are available now: 20GB for $25 per month, 50GB for $35 per month and 100GB for $45 per month. Every plan includes 5G speeds up to 150Mbps on the Optus network, standard national calls, SMS and MMS within Australia and international SMS and MMS. See the Crazy 5G plans page at https://crazytel.com.au/mobile/5g/ for details and sign-up, or read our Crazy 5G mobile plans guide. If your phone is 4G-only it will still work, just on the 4G network.
SIM CARD INFORMATION
HOW LONG DOES IT TAKE TO ACTIVATE A NEW SIM CARD?
On average, your new Crazytel SIM card should be activated within an hour. However, in some cases, it may take up to 24 hours for the activation to complete. If you're experiencing any delays beyond this, feel free to check your Crazytel account for updates!
WHEN WILL I RECEIVE MY SIM?
Once your SIM is dispatched, you'll receive a confirmation SMS from us. It will be delivered via Priority Post and should arrive within 1-4 business days after dispatch. For more precise delivery estimates based on your location, please check with Australia Post.
CAN I CHANGE MY SIM CARD DELIVERY ADDRESS?
Once you've placed an order for a Crazytel SIM, you won't be able to change the delivery address. Please make sure the address is correct before completing your order.
ACCOUNT MANAGEMENT
CAN I CALL CRAZYTEL TO ORDER A NEW SIM CARD OR MAKE CHANGES TO MY SERVICE?
All Crazytel mobile services are fully self-service. Our call center cannot process SIM card requests, SIM swaps, or plan changes. You can conveniently manage these features online through your Crazytel account.
CAN I CHANGE MY PLAN AFTER SIGNING UP?
Absolutely! You can easily manage and update your plan through your Crazytel account. Just note that changes will only take effect on your next billing day.
CAN I PORT MY MOBILE NUMBER TO CRAZYTEL?
Yes, porting is now available! You can seamlessly transfer your existing mobile number to Crazytel. To initiate the porting process, please log in to your Crazytel account and follow the provided instructions. If you encounter any issues, our support team is here to assist you.
INTERNATIONAL SERVICES
CAN I USE MY CRAZYTEL MOBILE OVERSEAS?
Yes - international roaming is available on Crazy 5G plans. In Zone 1 countries (154 destinations including the United States, United Kingdom, Japan, New Zealand and most of Europe), a 5G roaming pack costs $10 per day and includes 3000 voice minutes, 3000 SMS and 5GB of data. A pack can apply more than once in the same calendar day - if any one allowance is exceeded, a new $10 pack applies and what is left on the earlier pack is forfeited.
Zone 2 and Zone 3 countries are pay-as-you-go, charged per use to your account balance, and international roaming may be disabled in those zones due to the high costs. If a country is not listed on the Crazy 5G page, roaming is not available there.
Data-only SIM plans do not include international roaming. See https://crazytel.com.au/mobile/5g/ for the full country list and rates.