Archives: FAQs

You can cancel your order as long as you do this prior to receiving or activating your SIM. If you wish to cancel your service after you have activated the SIM you will not receive any credits and there are no termination fees.

To cancel your Pennytel order or return your unwanted SIM card, please contact our Accounts team on 1300 232 888.

Your new Pennytel SIM card will be posted using Australia Post standard delivery.

It will take within 1-2 business days to process your order before being shipped. Please allow around 5 business days’ time from dispatch to receive your SIM. If you live somewhere more remote, sometimes Australia Post can take longer to reach you, so please allow an extra couple of business days.

Note:   We do not offer international postage option

Order status
Once you have submitted your order, you will receive a confirmation email indicating the status of your order.
Your SIM card will be shipped to the delivery address you specify during sign-up. You can choose to have your SIM card shipped to your home address, or an alternative address if you prefer.

Lost or damaged SIM cards
If you have not received your SIM after 10 business days, or have any questions about your order, please call our friendly support team on 1300 232 888. We’re available Monday to Friday 9am to 7pm AET, we are closed Saturdays and Sundays.


If you are concerned about coverage, we recommend that you choose our smallest plan for one month, and trial our services in your area. Plans are available month-to-month, with no contract and no cancellation fees. So it’s easy to return to your former provider if you are unsatisfied.

Learn more on our coverage page

Telstra recently announced the 3G network will be shut down in August 2024. Customers impacted by this change will be notified of network changes ahead of time.

The International Roaming feature is enabled by default on your Pennytel mobile service. The following three travel pack options are available: –

To Opt in to your desired pack, send the SMS Keyword to 179, for example if you would like to Opt in to the 5GB Travel Pack send the word “ROAM5” to 179.


All our travel packs come with Wi-Fi Calling & SMS. Stay connected even without a mobile signal – call and text back home using Wi-Fi.

If you run out of data and need a bit extra to tide you over, you can add a 1GB data-top up for $10. The bolt-on will be charged onto your next invoice. You will also receive notifications at 50%, 85% and 100% of top up usage. Any unused data from your data top up by the end of the bill cycle will be carried forward into your data bank. To see your remaining data in the current billing cycle along with how much data you have banked you can go to your Pennytel Account Online and Login or simply send a text message with the word “Bal” to 179. Once you send the SMS you will receive a reply text from MyAcct which will display the available data

Please contact us on 1300 232 888 or head to our website and chat to Penny our AI, she’s learning every day and will be able to assist you especially outside of operating hours at apply any additional data top up

How do I check my data usage?

You can check your data balance at any time. To see your remaining data in the current billing cycle along with how much data you have banked you can go to your Pennytel Account Online and Login or simply send a text message with the word “Bal” to 179. Once you send the SMS you will receive a reply text from MyAcct which will display the available data

At the end of your monthly billing cycle, any unused data goes into your data bank for use in the next monthly billing cycle. The maximum amount of data that can be banked is 500GB. Any unused data from your data top up will be carried forward into your data bank. Your banked data will remain if you upgrade to a higher-cost monthly plan. Any data in your data bank is forfeited if your mobile plan is downgraded to a lower-cost monthly plan. Data Banking is for domestic use only and cannot be used if the service roams outside of Australia.

Pennytel provides tools and processes to help you avoid bill shock and manage expenditure.

  • Access near real-time usage information on service usage via your Account. See How do I check my data usage FAQ.
  • We’ll send you usage notifications by SMS when you reach 50%, 85% and 100% of your mobile data inclusion, or whenever you add a 1GB data pack.
  • Roaming charges can add up. To help you understand the likely costs, we make international mobile roaming charges publicly available on our website. This information can be accessed prior to you activating mobile roaming.
  • You have the option to choose plans that come with one or more ‘unlimited’ inclusions, and therefore cannot incur excess charges. This will vary by plan and service. Please refer to the Critical Information Summary for your service to confirm the relevant charges and inclusions.
  • International calling can become quite expensive, so our approach is to place a reasonable default limit on the number of international call attempts that can be made from your account. This limit can be increased by contacting our customer support team. Obviously, this does not apply to plans that include international calling.
  • if you are experiencing financial difficulties and you need extra time to pay your bill or discuss alternate options, please refer to our payment assistance process to find out how we can work together on a plan to get you back on track.