FAQ

Go to our FAQ page

Email us

support@ownfone.com.au

Call our helpline
1300 OWNFNE (1300 696 363)

Lines are open between
8:30am – 5:30pm Monday to Friday.

 

What is my OwnFone number?
Your OwnFone number is printed on the back of the handset.

 

 

How often does my OwnFone need charging?
Your OwnFone will arrive fully charged and the battery will last up to 5 days days. The LED (light) on the front of the OwnFone will flash red when the battery requires charging. To charge the OwnFone simply drop into the desktop charging standing (provided). The red light stays on while the OwnFone is charging and turns off when fully charged. It will take around 1.5 hours to fully charge the OwnFone.

 

Can I adjust the volume?
To increase or decrease the in-call volume press the arrows in the top left hand corner of your OwnFone during a call. To increase or decrease the ring tone press the arrows when you're not making a call.

 

Will my OwnFone work abroad?

Your OwnFone is programmed to work in the country of issue. 

 

Can I change the numbers programmed into my OwnFone?

Yes - Simply call or email our support team for instructions. There is no charge for changing programmed telephone numbers.

 

Can I change the design of my OwnFone?
Yes - Simply call or email our support team who will print a new front or rear for your phone. There is no charge excluding postage for changes to your OwnFone design. 

 

Is my OwnFone covered by a warranty?
Your OwnFone is covered for a period of 12 months from the date of purchase for breakdown and repair. If the device stops working within this time please contact Customer Services at support@ownfone.com.au or call us at 1300 OWN FNE (1300 696 363). For full details of warranty terms, please see the terms and conditions.

 

More than one OwnFone in the family?
Ordering more than one OwnFone - say for each of your children? Just enter 0400000000 in the corresponding contact and we will program each handset with the new service numbers.

Does my OwnFone have an answer phone or voicemail service?
There is no answer phone or voicemail service. An incoming call will continue ringing until the caller ends the call.

 

Can I change to a different call plan?
Yes you can change to a different call plan. Please call our helpline or email our support team. Changes can only be made for a future billing period.

 

What if my phone is lost or stolen?
To report a lost or stolen phone please email or call our support team. We will temporarily suspend your OwnFone and arrange to produce and despatch a new phone. There will be an additional charge for a replacement handset. The good news is that your OwnFone can only ever be used to call the pre-programmed numbers, so its not that useful to anyone else!

 

What mobile network does OwnFone use?
OwnFone provides mobile services using the Vodafone Network. For coverage maps click here.

 

Can I move my current mobile telephone number to OwnFone?
Yes you can. Simply choose to transfer your number when designing your OwnFone. To ensure no loss of service, your new OwnFone will be shipped before your number transfer occurs. Simply call or email us on receiving your OwnFone and we will take care of the rest.

 

How do I keep track of my Postpaid usage?
Usage alerts are sent when you have used 50%, 85%, 100% & 150% of your included calls during each month. Alerts are sent to the billing contact via email. 

 

How do I keep track of my Prepaid usage?
Usage alerts are sent when you have 30 minutes and then 15 minutes of included calls remaining on your plan. We also send alerts when you have 10 and 5 days remaining in your plan. All alerts include a link to our recharge page so you can easily recharge your service. Alerts are sent to the billing contact via email. 

 

What if I have a complaint?
Send us an email or call. Our support team will do everything possible to resolve any problem. You can also read our complaint handling policy here.

 

If I recharge my prepaid service, do my remaining days and minutes rollover?
Yes - your remaining days and minutes will rollover when you recharge if you recharge prior to expiry or either your remaining minutes or remaining days. Maximum credit balances also apply.

 

Are there any limits as to how many days of use and remaining minutes I can accrue by recharging?
Yes - The maximum credit balances you may hold for recharge products are 250 days or 250 unused minutes. Unused credit that expires or is lost from recharging is not refundable and cannot be carried over to another plan or product.

What is the returns policy?
If your OwnFone does not suit, please advise us within 7 days of receiving your OwnFone for a refund. (Please note: Refunds exclude postage and call costs.)

How long does it take to customise and post my OwnFone?
Your OwnFone will be dispatched within 3 business days of order placement. All orders are sent using Australia Post (Parcel Post or Express Post). We also send you a tracking number so you can follow your order to your door.

Will I be charged flagfall on calls?
No - We do not charge flagfall on any plans.

Is there any credit card surcharge?
No - We pay the costs of credit card charges. There is no additional cost to you.

Is it possible to buy an unlocked OwnFone to use on any network?
No - We are no longer able to offer unlocked OwnFone handsets.

 

OwnFone - the best basic mobile phone in Australia

 

 

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