FREE 2nd recharge* on our eSIM plans

Once your order is placed with Superloop and your payment method is confirmed, your SIM card will be shipped as follows:

• Credit card orders: within 3 business days

• Direct debit orders: within 4-5 business days

Your SIM card will be sent via Australia Post Priority Paid to your specified delivery address. Delivery within NSW typically takes 1-2 days, while outside NSW can take 2-4 days. You will receive an email and SMS notification once your SIM card is on its way.

For compatible devices, eSIMs are available and usually delivered within 24 hours of approval.

After receiving your new Superloop SIM card, you’ll need to activate your service to start using your mobile device.

Simply log in to SuperHub or call 1800 57 87 37 to complete the activation.

The activation time for your service depends on whether you’re getting a new mobile number or transferring an existing one from another carrier:

• New Mobile number: Activation can take anywhere from 15 minutes to 4 hours.

• Number Porting: 90% of porting requests are completed within 3 hours, with most ports being processed within minutes.

If you're transferring your number from another carrier (including Telstra Retail or other Telstra Wholesale MVNOs), porting is available during the following hours:

Monday to Friday: 8am to 8pm AEST

Saturday: 10am to 6pm AEST

Please note that porting does not occur on Sundays or most national public holidays. While some ports may be processed outside these standard hours, mobile service providers are not obligated to process porting requests during this time.

Bringing your existing mobile number to Superloop is simple and straightforward.

Just choose the option “I want to keep my current mobile number and transfer it to Superloop” during the order process, and provide a few details about your current service. We’ll handle the rest for you!

We operate on a 30-day Auto-Recharge cycle. This means your plan will be automatically charged every 30 days, and your allowances will refresh just after midnight at the end of each cycle.

If you need more data or want to adjust your plan, you can choose to recharge early, which will reset your 30-day cycle. You also have the option to set up automatic recharges if you run out of data.

Global roaming allows you to use your mobile phone for calls, texts, and data while you're overseas, just like you would at home.

Superloop mobile plans automatically include Global Roaming (Voice, Text/MMS, and Data) – so you can stay connected wherever you go.

We also offer great value on voice and data rates in over 70 countries. You can check our roaming rates here.

If you prefer not to use Global Roaming, you can easily turn off voice, data, or text/MMS through the SuperHub portal or app whenever you like.

Any unused data will be automatically added to your Data Bank, up to a maximum of 500GB.

To keep track of your usage, you can check your data and voice usage via the SuperHub portal or app. For more info on managing your usage and setting up notifications, visit our Mobile Usage Help page on SuperHub.

With Superloop mobile plans that offer unlimited SMS, you can send an unlimited number of text messages to Australian-based mobile numbers within Australia. If your plan includes unlimited international SMS, you can also send unlimited texts to overseas mobile numbers.

Yes, Superloop mobile plans let you set up call diversion to any Australian landline or mobile number. The call diversion is covered by your included voice allowance.

No, Superloop mobile services block premium services by default.

If your phone is lost or stolen, call our support team immediately at 1800 57 87 37. We’ll suspend your service, provide a replacement SIM if necessary, and help you get back online quickly.

To change your plan, simply log in to SuperHub (via portal or app), go to 'Services & Usage', select the service you want to change, click 'Manage', and then choose 'Change Plan'. Once selected, click 'Submit' to confirm.

Plan changes are typically processed within 15 minutes.

Yes, tethering is enabled by default on all Superloop mobile plans. Just connect your phone to your device using cable, Bluetooth, or Wi-Fi to share your mobile data.

Our SMS scam filter blocks malicious messages with suspicious links or phone numbers before they reach your phone. The system scans messages for suspicious patterns, such as unusual sender info or content. If a message is flagged, it’s reviewed and blocked if confirmed as a scam.

While the scam filter is highly accurate, there is a very small chance that a legitimate message may be blocked. If this happens, please contact our support team for assistance.

High-volume legitimate messages, such as those from banks, emergency services, or system notifications, are not blocked. However, large-scale scam operations might trigger the filter. We’ve had no complaints about legitimate messages being blocked.

No, the scam filter is already active across the network. You don’t need to do anything to start receiving its protection.

To opt-out, simply text "FILTER OFF" to 0438 214 682. To turn it back on, text "FILTER ON" to the same number.

If you receive a scam message that wasn’t caught by the filter, report it to us. The filter is designed to block malicious SMS but doesn’t cover all unsolicited messages, like marketing spam.

Superloop uses the parts of the Telstra 3G, 4G and 5G mobile networks to supply your mobile service. The performance of your service can be impacted by many factors such as: your location and distance from the mobile tower; using the service inside a concrete building; the number of users sharing the network; the source of your download; general internet traffic; your hardware and software configuration.

Whether you’re downloading or uploading, as you use your data we count each session in kilobytes. This means you get more usage out of your total data plan each month than if we counted in megabytes. That means your data goes further.

Each Superloop mobile plan comes with a 30 day recharge allowance measured in gigabytes, which is 1,024 megabytes.

If you do happen to exceed your monthly data allowance and your Data Bank is empty, Superloop will automatically block your data usage. You can recharge you plan early or buy a Data Add-on to keep accessing the Internet.

There is an automatic roll-over to the next 30 day recharge period for any unused data allowance. This rolled-over data gets added to your Data Bank up to the 500GB storage limit.

No lock-in means you can cancel your mobile service at any time.

Mobile plans that offer unlimited calls or texts are governed by Superloop’s mobile service usage guidelines. For more details, please refer to our acceptable use policy here.

We don't charge you a plan change fee to switch to a new Broadband plan. Changing plan is free when you are on a no lock-in plan. You can switch between Superloop Broadband plans no more than once each month. Your plan change will come into effect from the date your next invoice is issued so long as you have submitted your plan change request 2 days before your invoice issue date.

Changes submitted less than 2 days before your next invoice is issued will take effect the following month. The cost of your new plan will appear on your next invoice.

When you change your Superloop Broadband plan to another Superloop Broadband plan the following adjustments will apply:

• Pro rata credit: You will receive a pro rata credit for any unused portion of the current month. This credit will be applied the first month of your new Superloop Broadband plan

• New Customers: If you are a new customer and change plans before the end of your first 6 months promotional pricing, the remaining months of your promotional pricing will be transferred to your new plan.

• My Speed Boost Bank: If you move from one My Speed Boost eligible plan to another My Speed Boost eligible plan,  your accrued My Speed Boost bank days will be transferred to your new plan.

• Modem/Router/Extender: If you purchased a modem, router, or extender on zero cost upfront, the accrued months counted towards your 36-month term will be transferred over to your new plan.

New Customers: If you downgrade your Superloop NBN Plan during the Discount Period to a lower plan tier, then the discount will be removed from the monthly internet service charge and the price of the monthly internet service charge will revert to the minimum monthly charge set out in our Critical Information Summary (CIS). If you upgrade your Superloop NBN Plan during the Discount Period to a higher plan tier, the remaining months in the Discount Period will be transferred to the new plan, where the Discounted Price for the upgraded plan will apply. This is subject to change and at Superloop's discretion.

A payment verification charge of $1 may be debited from your account at the time of sale. This will be credited back to you on your first invoice. Payments made by Credit or Debit card incur a 1% transaction fee. You can avoid this fee by selecting to pay via PayTo. This option is available in your Superloop app after order confirmation, under the Bills Tab. If you are experiencing financial hardship, please contact us via our website.

Before purchasing any of our mobile plans you should read and become familiar with our rate card. Our rate card allows you to compare inclusions and charges across all services and plans.

Some plans come with unlimited international calls and standard texts made from Australia to selected overseas countries fixed and mobile numbers. You can also purchase our IDD Add-on that gives you 30 countries to call for 300 minutes or send unlimited standard SMS. You can learn more about international call charges here.

When you place your order for a fixed line broadband service with Superloop, a payment verification charge of $1 may be debited from your credit card or bank account. This will be credited back to you on your first monthly bill, or as soon as possible if your service cannot be connected.

If you have ordered a modem from Superloop we will email you your bill for the modem and shipping costs at least 4 days before your service is activated. We will also debit your account at the same time.

The date your Superloop service becomes active is known as your anniversary date.

Once your service is active, we will email your first bill and after 10 business days of the invoice date, we will debit your credit card or bank account for:

• Any broadband activation charges due

• Any additional service connection charges (such as New Development Fees or additional site work)

• Your first month recurring plan fee

• After the first month, you will receive your monthly bill via email on your anniversary date each month.

Your ongoing monthly bills will include charges for both the current month recurring plan fee and any prior-month excess usage or other billable activity.

Your nominated bank account or credit card will be debited on or around 10 business days after your anniversary date.

When you order a service, Superloop may give information about you to a credit reporting agency to obtain a consumer credit report about you and/or allow the credit reporting agency to create or maintain a credit information file containing information about you. This information may include the details given by you to Superloop when ordering your service.

To have access to the 5G network, a compatible 5G handset is required and you need to be in a 5G coverage area. In any area where 5G is not available, or if you are using a 4G handset the service will fall back to the 4G service.

When you transfer of your mobile service number to Superloop, the process may take up to 1-2 days to complete and there may be an interruption to your service whilst the transfer is processed. However, typically:

• Porting your number in to Superloop will see 90% of ports complete within 3 hrs, however, generally ports-in’s complete within minutes.

• Porting your number in to Superloop from other carriers and same carrier (Telstra Retail and other Telstra Wholesale MVNO’s) can be done during the following porting operation hours:

8 a.m. to 8 p.m. (AEST) from Monday to Friday

10 a.m. to 6 p.m. (AEST) on Saturday, Easter Monday, King's Birthday and Boxing Day

When you place an order with Superloop to transfer an existing mobile number, you authorise Superloop to port this number from your existing mobile service provider. You also authorise Superloop to disclose your mobile service number, request to port, and network type to other network providers and portability service suppliers, for the purpose of routing of calls, complaint handling, customer network fault management and routing of SMS messages to your mobile service number after porting activity.

If you elect to port your mobile number when ordering an Superloop service, the service and/or any related inclusions or features (such as voicemail recordings and messages and stored contacts on your old SIM card) will not be transferred by your current mobile service provider to Superloop. Placing an order with Superloop may also result in the finalisation of your account with your current supplier. On activation of your account, you should confirm that your previous supplier has ceased billing you.

By porting your mobile service number to Superloop, you may be liable for costs and obligations associated with your mobile service to your previous provider.

If you have a current contract with your existing mobile service provider, you may be liable for early termination charges from your existing provider. These costs are your responsibility and should be checked before ordering your new mobile service from Superloop.

To protect you from an unauthorised port of your mobile service and number, an additional identity verification process is in place to ensure that the transfer request was made by you. This identity verification is conducted in accordance with Superloop’s Privacy Policy.

If you suspect that your mobile service has been fraudulently ported, you should immediately contact the Australian Federal Police or your relevant State or Territory Police, and government services established to assist you, such as Scamwatch or IDCARE.

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