FAQs

An eSIM (embedded SIM) is a digital SIM that’s built directly into your phone. Rather than inserting a physical SIM card, you simply download your SIM profile, which is securely stored on a built in chip. Your mobile experience remains the same. You can make calls, send texts, and use mobile data as usual, while having the flexibility to switch between carriers in just a few minutes without changing any physical hardware.

Dial *#06# on your phone. If an EID number appears alongside the IMEI, your device supports eSIM. As a general guide, eSIM is available on iPhone XS and later models, Pixel 3 and later, Samsung Galaxy S20 and later, and most flagship Android devices released from 2020 onwards.

Once your Blaze Mobile eSIM is activated, you will receive a QR code and installation details at your registered email address. Follow the instructions in the email to install your Blaze Mobile eSIM.

Yes. To move your Blaze Mobile eSIM to a new phone, submit a transfer request through the Blaze Mobile portal or mobile app.

You will receive a QR code to install the eSIM on your new device. The installation process is the same as setting up an eSIM for the first time.

Blaze Mobile currently supports eSIM only. If your phone does not support eSIM, you will not be able to activate a Blaze Mobile service yet. Physical SIM support is coming very soon.

Blaze Mobile portal

1. Log into the Blaze Mobile portal
   Go to Manage > Activate SIM. If you have no active services, you may also see Activate eSIM immediately after logging in.
2. Complete ID verification
   Follow the prompts to complete the required ID verification. ID verification is only required if you're not yet verified.
3. Select your SIM
   Choose the SIM you want to activate.
4. Enter user details
   Provide the mobile user’s details, including their name and the email address where the eSIM QR code will be sent.
5. Choose a new number
   Select Pick a new number.
6. Select an activation date
   Choose your preferred scheduled date for activation.
7. Select your number
   Choose a new number from the available options.
8. Submit your request
   Review your details and submit the activation request.
9. Receive your eSIM QR code
   Once your service is activated, an eSIM QR code will be sent to your email address.
10. Install your eSIM
    Follow the instructions in the email to install your Blaze Mobile eSIM. For detailed installation instructions, refer to the eSIM Setup section.

Blaze Mobile app

1. Open the Blaze Mobile app
   Go to More > Activate SIM. If you have no active services, you may also see Activate eSIM immediately after logging in.
2. Complete ID verification
   Follow the prompts to complete the required ID verification. ID verification is only required if you're not yet verified.
3. Select your SIM
   Choose the SIM you want to activate.
4. Enter user details
   Provide the mobile user’s details, including their name and the email address where the eSIM QR code will be sent.
5. Choose a new number
   Tap New Number.
6. Select an activation date
   Choose your preferred scheduled date for activation.
7. Select your number
   Choose a new number from the available options.
8. Submit your request
   Review your details and submit the activation request.
9. Receive your eSIM QR code
   Once your service is activated, an eSIM QR code will be sent to your email address.
10. Install your eSIM
    Follow the instructions in the email to install your Blaze Mobile eSIM. For detailed installation instructions, refer to the eSIM Setup section.

If you choose a new number, activation usually takes just a few minutes. Once your service is activated, follow the instructions in the email to install your eSIM. After the eSIM is installed, your mobile data, calls, and SMS will be ready to use.

Blaze Mobile portal

1. Log into the Blaze Mobile portal
   Go to Manage > Activate SIM. If you have no active services, you may also see Activate eSIM immediately after logging in.
2. Complete ID verification
   Follow the prompts to complete the required ID verification. ID verification is only required if you're not yet verified.
3. Select your SIM
   Choose the SIM you want to activate.
4. Enter user details
   Provide the mobile user’s details, including their name and the email address where the eSIM QR code will be sent.
5. Choose an existing number
   Select Bring my existing mobile number from another provider.
6. Select an activation date
   Choose your preferred scheduled date for activation.
7. Provide your existing number
   Enter your existing number.
8. Choose your existing provider
   Select your exsiting provider.
9. Choose your existing account type
   Select your account type: Postpaid or Prepaid. For Postpaid, enter your existing account number; for Prepaid, enter your date of birth.
10. Submit your request
    Review your details, verify your number and submit the activation request.
11. Receive your eSIM QR code
    Once your service is activated, an eSIM QR code will be sent to your email address.
12. Install your eSIM
    Follow the instructions in the email to install your Blaze Mobile eSIM. For detailed installation instructions, refer to the eSIM Setup section.

Blaze Mobile app

1. Open the Blaze Mobile app
   Go to More > Activate SIM. If you have no active services, you may also see Activate eSIM immediately after logging in.
2. Complete ID verification
   Follow the prompts to complete the required ID verification. ID verification is only required if you're not yet verified.
3. Select your SIM
   Choose the SIM you want to activate.
4. Enter user details
   Provide the mobile user’s details, including their name and the email address where the eSIM QR code will be sent.
5. Choose an existing number
   Tap Existing Number.
6. Select an activation date
   Choose your preferred scheduled date for activation.
7. Provide your existing number
   Enter your existing number.
8. Choose your existing provider
   Select your existing provider.
9. Choose your existing account type
   Select your account type: Postpaid or Prepaid. For Postpaid, enter your existing account number; for Prepaid, enter your date of birth.
10. Submit your request
    Review your details and submit the activation request.
11. Receive your eSIM QR code
    Once your service is activated, an eSIM QR code will be sent to your email address.
12. Install your eSIM
    Follow the instructions in the email to install your Blaze Mobile eSIM. For detailed installation instructions, refer to the eSIM Setup section.

Most ports are completed within a few minutes to a few hours, though in rare cases, the process may take up to one business day.

You may experience a brief loss of service on your old SIM while your number is being transferred. Once the transfer is complete, your existing number will be active, and your mobile data, calls, and SMS will be ready to use.

Note: Mobile ports are processed Monday to Friday, between 8am and 8pm AEST. Requests submitted outside these hours will be processed during the next available processing window.

No. Cancelling it before the port is complete could result in losing your number.

Simply submit your port request through the Blaze Mobile portal or app. Once the port is successful, your old provider service will be cancelled automatically.

Port requests can fail for several reasons, including:

• The mobile number entered doesn’t match the details with your existing provider.
• The wrong account type was selected (Prepaid or Postpaid), or the account details provided are incorrect.
• Your existing account has an outstanding balance or has already been cancelled.
• Your number is subject to a port freeze or has been blocked from porting.

Review your details and try again. If the port continues to fail, contact Blaze Mobile support team and our team will help you resolve the issue.

Select Transfer eSIM from the Blaze Mobile portal or app, and provide all the required details before submitting your request.

Once your request has been processed, you will receive an eSIM QR code via email. Scan the QR code using your new device and follow the on-screen instructions to complete the eSIM installation.

Select Resend eSIM QR code from the Blaze Mobile portal or app, and provide all the required details before submitting your request.

Once your request has been processed, you will receive an eSIM QR code via email. Scan the QR code using your new device and follow the on-screen instructions to complete the eSIM installation.

Select Replace SIM from the Blaze Mobile portal or app, and provide all the required details before submitting your request.

Once your request has been processed, you will receive an eSIM QR code via email. Scan the QR code using your new device and follow the on-screen instructions to complete the eSIM installation.

Select Cancel service from the Blaze Mobile portal or app, and provide all the required details before submitting your request.

If your plan's minimum mobile service requirement is no longer met, you can choose to:

• Stay on your existing plan and continue paying the current monthly fee or
• Downgrade your plan to reduce your monthly fee

Any changes to your plan will take effect from the next billing month.

International roaming is enabled by default when your service is activated. If roaming is turned off, select the mobile service you want to enable roaming on from the Blaze Mobile portal or app, then simply submit a request to turn it on.

Go to Manage > Monitor requests under Requests & Tickets in the Blaze Mobile portal.

In the Blaze Mobile app, tap More > View requests to check the status of your service requests.

To view your orders and check their status, go to Orders from your profile menu in the Blaze Mobile portal.

In the Blaze Mobile app, tap More > Order history under Orders.

If you need to cancel your order, you can do so shortly after placing it, provided the order is still showing as Submitted.

Your invoice is issued on the first day of each month, covering your charges for the previous month. If you sign up during the month, your first invoice will include a pro rata charge based on the number of days your services were active.

To update your preferred payment card or add a new card, go to Payment methods from your profile menu in the Blaze Mobile portal.

In the Blaze Mobile app, tap your profile and then select Payment methods under Payments.

Blaze Mobile uses Optus, one of Australia's leading mobile networks, providing 5G and 4G coverage to more than 98.5% of the Australian population. For detailed coverage information, visit the Mobile Network Coverage Map page.

Yes. All Blaze Mobile plans include 5G and 4G network access. To use 5G, you'll need a 5G compatible device and be in an area with 5G coverage. Depending on network availability, speeds can reach up to 100 Mbps.

Yes. Wi-Fi calling is supported on most modern compatible devices. If you have a strong Wi-Fi connection but limited mobile coverage, calls and SMS can automatically use Wi-Fi. To enable Wi-Fi calling, go to your phone's settings and turn on Wi-Fi Calling.

No, international roaming is not included in your Blaze Mobile plan. However, a roaming pack is automatically added to your plan when your mobile service is activated. You'll only be charged for the days you use roaming while overseas.

No, there's no need to purchase a roaming pack in advance. Roaming pack is activated automatically the first time you use calls, texts, or data in an eligible Zone 1 destination. If you don't want to use roaming, you can turn it off before you travel.

Roaming pack is available in eligible Zone 1 destinations, covering around 150 countries and territories. This includes popular destinations such as New Zealand, the United States, the United Kingdom, Japan, Singapore, Indonesia, Thailand, and most European countries.

A separate list of eligible Zone 2 destinations supports roaming on a pay-as-you-go (PAYG) basis instead of the roaming pack. Usage is charged at the published Zone 2 rates per MB of data, per minute of calls, or per SMS, rather than a flat daily fee. If your destination isn't listed under either Zone 1 or Zone 2, international roaming won't be available there.

Not necessarily. Some Zone 1 destinations are marked with an asterisk (*) on the published list, indicating that data roaming may not be available, although calls and text messages may still work. If you plan to rely on mobile data while travelling, check the latest destination list before your trip.

Yes. If you use more than 5GB of data or continue using your service after 24 hours, another $5 Roaming Pack will be automatically applied. There’s no limit to the number of roaming packs that can be applied in a day. If you’re a heavy data user while travelling, keep an eye on your usage in the Blaze Mobile app or portal.

Roaming charges are billed in arrears and will be added to your next monthly bill after you return, or once your roaming usage is reported to us. You won’t be charged in real time while you're overseas.

Turn off international roaming directly from the Blaze Mobile portal or app to avoid roaming charges.

No. Your included domestic talk, text and data allowances can't be used overseas. When you're travelling, your usage is charged through the Roaming Pack or Zone 2 PAYG rates, rather than your domestic plan allowances.

Yes. Blaze Mobile will send you an SMS each time a Roaming Pack is automatically applied, so you can keep track of your roaming charges while travelling. Please note that SMS notifications may occasionally be delayed.

You can check your estimated roaming usage in the Blaze Mobile app or portal. However, roaming usage data depends on overseas carriers reporting usage back to us, so updates may be delayed. The usage shown should be treated as a guide rather than a real-time total.

Our live support agents are available Monday to Friday, from 8am to 8pm Sydney time to assist with your enquiries.

You can chat with our virtual assistant, connect with a live support agent, or raise a support ticket through the Blaze Mobile portal or app.

Yes. You can raise a support ticket at any time through the Blaze Mobile portal or app. Our support team will review your request during support hours.

You can view the status and details of your support tickets through the Blaze Mobile portal or app.

You can raise a support ticket for billing enquiries, account assistance, mobile service issues, or other general support requests.