Swoop Mobile FAQ

Data banking, or data rollover, is a feature on most Swoop Mobile plans that allows your unused data to rollover to the following month of your service.

For example. If you have a 25GB plan and only use 10GB of data during June, when the 1st of July comes around you will have 15GB of data added to your data bank. This data will then be added on top of your included data for the month of July.

You will be able to “bank” up to 200GB of data for later use, and this data will never expire as long as you stay connected to your plan. Your data bank is connected to your individual service, and you won’t be able to share your banked data to any other mobile number.

To see how much data bank you have left, you can log in to our website or Swoop Mobile app and check your usage portal.

If you change plans, you will lose your data bank.

Swoop Mobile uses the Optus 4G network.

The Optus network covers 98.5% of all Australians, so there’s a good chance you’ll be well covered in your area.

To check your area, explore our Coverage Map.

Please don’t cancel your current mobile service before you transfer your number. The transfer will only work if your service is currently active.

In fact, you don’t even need to contact your old provider to say you’re leaving as we do all that for you.

We will process your transfer/port of your phone number(s), which will tell your current provider that your numbers are no longer connected on their billing platform. They will then generate you a final invoice notifying you of any credits or debits.

Swoop Mobile provide free delivery within Australia, so you’ll receive your SIM(s) within 7 days.

Unfortunately, Swoop Mobile does not currently have support for eSIMs.

If you are looking to upgrade or downgrade your plan, you cannot change to a different plan that is on promotion. Instead, you can only plan change onto the standard pricing for a plan.

Importantly, plan changes can only take effect at the start of your next billing cycle. The billing cycle begins on the day you activated your original SIM service, you will then be billed on that day monthly moving forward.

Please let us know what plan you would like to upgrade or downgrade to and we’ll schedule the change for you if possible. After that, it’s just a matter of waiting for your next billing cycle for the change to take effect.

If you’re still waiting for your service to start after porting your number, don’t worry.

This is often easily fixed with a simple power cycle by turning your phone’s power off and on. If you’re still without service there’s a good chance the porting process is still underway.

In this case it’s simply a matter of waiting for transfer to finish, which can depend on which provider you’re transferring from.

If you still require help, call us on 1300 66 55 75

Yes! It’s easy to transfer your number to Swoop Mobile.

In fact 95% of all our customers keep their current mobile phone number.

Importantly, only when you receive your new sim card in the mail does the transfer take place.

Please don’t cancel your current mobile service before you transfer your number. The transfer will only work if your service is currently active.

We will process your transfer/port of your phone number(s), which will tell your current provider that your numbers are no longer connected on their billing platform. They will then generate you a final invoice notifying you of any credits or debits.

Unfortunately, it’s not possible to transfer/port your international mobile phone number to Swoop Mobile.

We’ll provide you with a brand new phone number once you’ve signed up.

Ensure you give it out to your family, friends or colleagues before you arrive in Australia.

The port/transfer time is between 1-4 hours. 

Importantly, your old provider’s service will only stop working once your Swoop Mobile service has become active, so you can continue to use it until the transfer process is completed.

Activation requests need to be made between 9am to 5pm, Monday to Friday. Any requests outside these hours will be actioned at 9am on the following business day.

Note: These transfer times are an estimate only as network outages can cause delays.

You will know your number has successfully been transferred to Swoop when your old service has stopped working. At this point, swap out your old SIM with your new Swoop SIM.

If the service still isn’t working, simply power cycle your phone by switching it off and on again.

It is important to keep your old service providers SIM card in the phone so you know exactly when the transfer has taken place.

We suggest turning your device off and on with your new Swoop SIM card inserted, this is sometimes needed to finalise the connection process on the Optus network.

Additionally, your phone may be locked if it was previously on the Telstra or Vodafone networks.

You can unlock your phone by completing the steps on the following links.

• Telstra Phone Unlock
• Vodphone Phone Unlock

Lastly, you may be in an area without service, please see our coverage map to ensure you’re within the service area.

• Swoop Mobile Coverage Map

If you require further assistance, please call us on 1300 66 55 75.

To pay your bill online using a credit or debit card, or to update your payment details, simply login to your Swoop Mobile Account online or via the app.

If you still need some help, please call us on 1300 66 55 75

You only begin getting charged for your service after you have received your SIM card and are connected to Swoop Mobile.

The amount you would have paid on our website acts as a credit for your first full month with us.

Please call us on 1300 66 55 75 to discuss cancellation.

However, if you’d like to transfer your phone number to a new provider you will need to organise that first with them.

Once this number transfer is complete with your new provider, we automatically close down your account and send you a final bill.

Unfortunately no, we’re not able to put your plan on hold while you are away. You’ll need to keep paying your monthly access fee in order to keep your mobile number active.