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norfone’s self-service portal

  • The Norfone customer portal is a powerful tool that allows you to manage your account and services easily. Here’s what you can do with it:

    1. Manage Services

    • Top up pre-paid services quickly and conveniently.

    • Add new services to your account, such as mobile plans or additional SIM cards.

    2. Billing and Invoices

    • View and download your invoices.

    • Manage billing preferences and payment methods.

    • Check your account balance and transaction history.

    3. Account Management

    • Update personal details, such as your email address or contact number.

    • Manage authorised contacts or users on your account.

    4. Site Management

    • For business users, organise and manage multiple sites under a single account.

    • Assign services and usage limits to specific sites.

    5. View and Monitor Usage

    • Track data, call, and text usage in real-time.

    • Monitor usage limits and receive alerts when approaching thresholds.

    6. Support Features

    • Submit and track support tickets directly

    • Connect with support staff for assistance 

    7. Device and SIM Management

    • Activate new SIM cards.

    • Suspend, reactivate, or report lost devices.

    The portal is designed to save you time and give you full control over your Norfone services.

  • To set up an account, simply follow this link to our Customer Portal and select ‘Sign up for a new service’ at the bottom of your screen.

  • You can recharge your Norfone service at any time through our Self-Service Portal.

    You can view your active service and top-up through the ‘Services’ page, or by visiting the ‘Billing’ page.

  • If you’ve forgotten your password, click the ‘forgotten password’ link on the sign-up page.

    Follow the instructions to verify your account log-in, and create a new password.

  • To set up auto-recharge, visit the Billing page on the Norfone Self-Service Portal.

    Scroll down to the Billing Information section, to toggle on/off your auto-recharge. 

  •  You can view and track your usage in real-time through the ‘Services’ tab of the Norfone self-service portal. 

  • For security reasons, Individual and family accounts are not able to be transferred into a different person's name. However, you can add new or alternate contacts to your account on the Self-Service Portal. 

  • To update your personal information, visit the ‘Overview’ tab on the Norfone Self-Service Portal. Click the ‘edit’ button on the top right of the Personal Information section to update your name, number, email and address.

  • You can check your balance, expiry date and usage through the ‘Services’ tab of the Norfone self-service portal.

  • If you’re having trouble completing a payment, try these troubleshooting steps:

    1. Check Payment Details: Ensure your card number, expiration date, and CVV are entered correctly. Even small errors can prevent the transaction from processing.

    2. Verify Funds and Credit Limit: Confirm that your account has sufficient funds or that you haven’t exceeded your credit limit.

    3. Contact Your Bank: Sometimes, banks will block transactions for security reasons. Reach out to your bank to see if they’re preventing the payment, especially if it’s a large or unusual amount.

    4. Try a Different Payment Method: If possible, try using a different card or payment method to see if the issue persists.

    5. Check for Maintenance or Outages: Occasionally, we perform maintenance on our systems which may temporarily impact payments. Check our social pages or contact support to see if there are any ongoing issues.

    6. Contact Customer Support: If you’ve tried these steps and your payment still won’t go through, please reach out to our support team. We’ll help you identify the issue and get your payment processed.

  • If you’re having trouble logging into your customer portal, here are some steps that may help:

    1. Check Your Username and Password: Ensure you’re entering your username and password correctly. Watch for any extra spaces, capital letters, or typos that may be preventing access.

    2. Reset Your Password: If you’ve forgotten your password, use the ’Forgot Password’ link on the login page to reset it. Follow the instructions sent to your email to create a new password.

    3. Clear Your Browser Cache: Sometimes, clearing your browser’s cache and cookies can resolve login issues. Try clearing your cache, then close and reopen your browser before attempting to log in again.

    4. Try a Different Browser or Device: If the issue persists, try accessing the portal from a different browser or device to see if the problem is browser-specific.

    5. Check for Maintenance Updates: Occasionally, our customer portal may undergo maintenance, which can temporarily impact access. Visit our social pages or check your email for any maintenance notifications.

    6. Contact Customer Support: If you’re still unable to log in after trying these steps, please reach out to our support team. We can investigate further and help you regain access to your account.

  • Our plans are a month-to-month commitment. Your plan will expire 30 days from the date of your last top-up, unless you select to auto-renew your service each month. 

    You can alter, upgrade, or cancel your plan any time through our Self-Service Portal. However, these changes will impact an active service, so we recommend waiting until the end of your billing period.

  • To change your password, visit the ‘Overview’ page on the Norfone Self-Service Portal.

    Scroll down to the ‘Log-In Information’ section, and select ‘Reset my Password’.

  • If you would like to pause your service, you can do this under the ‘Services’ tab of the Norfone Self-Service Portal.

    If you would like to permanently delete your account, please contact us, and we will assist you.

Travel, Roaming & International calling

  • Yes!

    As a new network, it takes time for us to develop roaming partnerships with operators around the world. We are working hard to ensure you have connectivity wherever you roam - but for now, we offer roaming services throughout Australia, New Zealand, and over 35 other International countries.

    Contact us to check if your next holiday destination is covered by Norfone.

  • Most likely, yes.

    This is determined by the network that the new SIM card is supplied by, as they choose which devices to support.

  • Yes, you can!

    See our Mobile plans here for more information on international call and text rates.

  • You access the same way that you do while you are at home, by dialling 1234.

your voicemail

  • To set up your voicemail, call the voicemail number (1234) and follow the verbal prompts.

  • To create or change your voicemail recording, simply call the voicemail number (1234) and follow the verbal prompts.

  • To listen to your voice messages, call the voicemail number (1234), and follow the verbal prompts.

  • Unless you elect to delete them, your voicemail messages are automatically held for a period of 6 months.

  • You access the same way that you do while you are at home, by dialling the voicemail number (1234).

  • No, when you transfer, all of your messages will be lost.

    For this reason, we suggest saving any recordings that you’d like kept to your handset, before requesting to transfer.

general support questions

  • Yes. Talk to us today to see how Norfone can connect you.

  • Yes. Talk to us today to see how Norfone can connect you.

  • Not if the call is forwarded to a Norfone number. If it’s forwarded to a non-Norfone number, it will be charged at standard call rates.

  • Data usage is calculated based on the amount of data sent and received by your device over the mobile network.

    This includes anything that requires an internet connection, such as browsing, streaming, downloading apps, using social media, checking email, and more.

    Here’s how data usage is typically calculated:

    Uploading and Downloading: Every time you upload (e.g., sharing a photo on social media) or download (e.g., streaming a video) data, the total amount of data transferred is counted toward your usage. Both incoming and outgoing data count.

    Data Units: Data is measured in bytes, but for simplicity, mobile data usage is usually measured in kilobytes (KB), megabytes (MB), and gigabytes (GB):

    1,024 KB = 1 MB

    1,024 MB = 1 GB

  • If you’d like to reduce your data usage and make the most of your plan, here are some helpful tips:

    Use Wi-Fi When Available: Connect to Wi-Fi at home, work, or in public places to save your mobile data for when you really need it. Be sure to check that Wi-Fi networks are secure before connecting.

    Limit Background Data Usage: Many apps use data in the background for updates or notifications. You can limit this in your device’s settings under “Data Usage” or “Background App Refresh.”

    Reduce Streaming Quality: Streaming video and music can consume a lot of data. Most streaming services offer options to reduce video quality or download content offline, which uses less data.

    Turn Off Auto-Play Videos: Social media apps often auto-play videos, which can quickly use up data. Go into each app’s settings to disable auto-play or set it to Wi-Fi only.

    Download Content Offline: Many apps allow you to download music, podcasts, or maps for offline use, saving you data while you’re on the go.

    Monitor Your Data Usage: Keep an eye on your data usage through our Self-Service Portal or your device’s settings to avoid unexpected overages. Set data usage alerts or limits to track how much you’re using.

    Limit Data Usage on Cloud Backups: Backing up photos and files to the cloud can consume a lot of data. Adjust your backup settings to Wi-Fi only.

  • Not at all!

    The Norfone network is a 4G VoLTE network, meaning we don’t utilise any 2/3G for our service.

  • If you’re receiving unwanted calls or SMS messages, there are steps you can take to reduce or block them:

    Register with the Do Not Call Register: In Australia, you can add your number to the Do Not Call Register to reduce marketing calls and messages from legitimate companies. Visit the Do Not Call Register website or call their hotline to register your number.

    Report Spam Messages: For unwanted SMS messages, you can report spam by forwarding the message to 0429 999 888 (Spam SMS Reporting). This helps the Australian Communications and Media Authority (ACMA) track spam sources.

    Block the Number: Most mobile phones allow you to block specific numbers. For spam calls or texts from a repeated source, add the number to your device’s block list to stop future calls or messages.

    Avoid Engaging with Spam: Avoid responding to or engaging with unwanted messages, as this can signal that your number is active and may lead to more spam.

    Contact Us for Help: If you continue to receive unwanted calls or messages, please contact our support team. We may be able to provide additional guidance on managing or reporting spam on your device.

  • If your mobile has been lost or stolen, here are the steps to secure your account and device:

    Contact Us Immediately: Get in touch with our support team as soon as possible. We can suspend your service to prevent unauthorised use and protect your account.

    Report the Loss: If your phone has been stolen, report it to the police and obtain a police report number. This can be useful if you need to make an insurance claim.

    Lock or Locate Your Device: Many smartphones have a “Find My Device” or “Find My iPhone” feature that allows you to locate, lock, or erase your device remotely. Log in to your device’s account (such as iCloud for iPhones or Google for Android) and follow the instructions to secure your device.

    Change Your Passwords: For extra security, change the passwords for accounts you access from your mobile, including email and social media accounts.

    Consider Replacing Your SIM: If you’re unable to recover your device, you may need a replacement SIM card. Our team can help you get a new SIM with your existing number.

    If you need help with any of these steps, please reach out to us. We’re here to support you and secure your account.

  • Phone scams are becoming more common, but there are steps you can take to protect yourself. Here’s what you can do:

    Be Cautious with Unsolicited Calls: If you receive a call from someone you don’t know, be cautious. Scammers often impersonate companies or government agencies to gain trust.

    Never Share Personal Information: Legitimate companies won’t ask for sensitive information, like your bank account details or passwords, over the phone. Avoid sharing personal information unless you’re sure of the caller’s identity.

    Hang Up if You Feel Uncomfortable: If something doesn’t feel right, it’s okay to hang up. You can always call the official number of the company or organization to verify if the call was genuine.

    Use Call-Blocking Features: Many smartphones have built-in features to block suspected spam calls. You can also add unwanted numbers to your block list or consider installing a reputable spam-blocking app.

    Beware of “Too Good to Be True” Offers: Scammers often offer fake prizes, discounts, or investment opportunities. Be wary of offers that sound too good to be true.

    Report Suspected Scams: If you think you’ve been targeted by a scam, report it to the Australian Competition and Consumer Commission (ACCC) via their Scamwatch website. This helps authorities track and stop scammers.

    Educate Yourself and Stay Informed: Stay up-to-date on common scams by checking websites like Scamwatch and keeping an eye out for fraud alerts from your bank or service providers.

  • Keeping your device and personal information secure is essential to protect against fraud and identity theft. Here are some tips to help you stay safe:

    Set Strong Passwords: Use unique, complex passwords for your device and accounts. Avoid easy-to-guess passwords like birthdays, and consider using a password manager to store them securely.

    Enable Two-Factor Authentication (2FA): 2FA adds an extra layer of security by requiring a second form of verification, like a code sent to your phone, whenever you log in. Enable 2FA on accounts that support it, especially for sensitive accounts like banking and email.

    Keep Your Software Updated: Regularly update your device’s software and apps. Updates often include security patches that protect against vulnerabilities.

    Download Apps from Trusted Sources Only: Download apps from official stores like Google Play or the Apple App Store to avoid malware. Be wary of third-party app stores, which may have less rigorous security checks.

    Use Security Software: Install reputable security software on your device to protect against viruses and malware. Many antivirus apps offer additional features like phishing protection and identity monitoring.

    Monitor Your Accounts Regularly: Keep an eye on your bank and credit card statements for any unauthorised transactions. Set up alerts for unusual activity to detect fraud early.

    Be Careful with Personal Information: Avoid sharing too much personal information on social media, as scammers can use it to steal your identity or guess passwords.

    Report Lost or Stolen Devices Immediately: If your device is lost or stolen, report it to your mobile provider and use “Find My Device” or “Find My iPhone” features to lock or erase your data remotely.

  • We are committed to making our services accessible to everyone. We offer various disability equipment and accessibility options to support users with specific needs.

    Here’s how we can help:

    Assistive Technology: Our network is compatible with many assistive technologies, such as screen readers, voice control, and text-to-speech services, which can help make device navigation easier.

    Emergency Assistance Devices: We provide medical alert pendants that are compatible with our network. These are designed to support users who may need emergency assistance, ensuring you feel secure and connected.

    Accessibility Plans and Billing Support: We offer alternative billing formats, including large-print bills and electronic formats. If you need any adjustments to suit your needs, please let us know, and we’ll accommodate.

  • At Norfone, we understand that some customers may face financial challenges or other difficult circumstances.

    We have a Payment Assistance Policy in place to support vulnerable and disadvantaged customers. Here’s how we can help:

    Flexible Payment Options: If you’re experiencing financial hardship, we offer flexible payment options and extensions to help you manage your account. Please reach out to us to discuss the options available.

    Payment Plans: We can set up a payment plan to spread out your payments over time, making it easier to keep up with your account.

    Specialised Support Team: Our team is trained to provide compassionate and respectful assistance to customers in vulnerable situations. We’re here to listen and work with you to find a solution.

    Additional Resources and Referrals: If you need further support, we may be able to direct you to additional resources or community organisations that can help.

    We’re here to ensure all our customers stay connected and supported. To discuss payment assistance or any other support you may need, please contact us.

  • For security reasons, Norfone requires the process of assigning an advocate or authorised representative to be approved by a staff member.

    Please reach out to us, and we will help you with this.

  • If you have a complaint or concern, we’re here to help. You can lodge a complaint by emailing us at info@norfone.au. Please include the following details to help us resolve your issue as quickly as possible:

    1. Your Name and Contact Information: Include your full name, contact number, and the best way to reach you.

    2. Account Details: Providing your account number (if applicable) will help us locate your information and assist you more efficiently.

    3. Description of the Issue: Clearly describe the issue or concern, including relevant dates and any previous interactions with our team.

    Once we receive your complaint, our team will review it and contact you to discuss next steps. We aim to resolve complaints as quickly and fairly as possible.

    Thank you for giving us the opportunity to improve your experience!