Once you have placed your order with Superloop and we have verified your payment method your new SIM Card will be dispatched within:

Your SIM Card will be dispatched to your delivery address via Australia Post Priority Paid. Delivery within NSW is 1-2 days. Outside NSW is 2-4 days. As soon as your SIM Card is on its way you will be notified via both email and SMS.

eSIM’s are also available for compatible devices. eSIM’s are issued and typically received within 24 hours of approval.

Once you have received your new Superloop SIM Card you will need to activate your service so you can start using your mobile device.

You can do this by logging into SuperHub or by calling 1800 57 87 37.

This depends on whether you are ordering a new mobile number or transferring your number from another carrier:

- 8am to 8pm AEST from Monday to Friday; and

- 10am to 6pm AEST on Saturday.

Sundays and most national public holidays are not porting days which means that a mobile service provider is not obliged to process a port request, however, some ports may still be processed outside of the normal porting hours.

It is super-easy to bring your mobile number to Superloop from your current service provider.

All you need to do is select the option “I would like to keep my current mobile number and port it to Superloop” in the order form and fill out a couple of details about your existing service. We will take care of the rest.

We use a 30 day Auto-Recharge cycle, which means your plan fee is charged to you every 30 days automatically and your allowances are topped up again just after midnight on the last day of your 30-day plan validity period.

If you like, you can recharge your plan early (if you need more data or would like to upgrade or downgrade) which will see the 30-day plan validity period re-start along with the Auto-Recharge cycle. You can also set your plan to automatically recharge if you use up all of your data.

When you travel, contacting your mobile provider to activate Global Roaming is generally the last thing on your mind.

That’s why we pre-configure all Superloop mobile plans with Global Roaming (Voice, Text/MMS and Data) as active. This ensures that you are not caught overseas with a mobile that doesn’t work - leaving you out of contact.

We also make it as inexpensive as possible to use your phone overseas by offering highly competitive voice and data rates in over 70 countries around the world. Check out our Global Roaming rates.

If you prefer that Global Roaming is not active on your handset you can individually deactivate voice, data, or text/MMS, via the SuperHub portal or App at any time.

No problems! Your unused data will be automatically rolled over to your Data Bank for you to use later, up to the 500GB limit.

If you want to track your usage, we provide voice and data usage meters in your SuperHub member services portal and SuperHub App. You can read about managing your usage, and usage notifications on our Mobile Usage Help page found here SuperHub.

Tethering on any Superloop mobile plan is as simple as connecting your phone (via cable, Bluetooth or Wi-Fi) to your tablet/computer and clicking search.

Tethering is active by default on all plans to make it easy to use your service however you want to use it.

When you connect your phone to another device, it will provide you the ability to share your mobile data connection to access the internet. By tethering your device, you will use your included data allowance.

The new capability is designed to find and block malicious SMS with suspicious links or a telephone number as they travel across our wholesalers’ network, stopping them before they reach your mobile phone. It’s another tool in the fight against SMS scams and extends our wholesalers’ industry-leading Cleaner Pipes initiative that helps protect our customers from scam phone calls and messages, and computer intrusions.

This capability is complex but in simple terms it applies knowledge of what a malicious SMS looks like as it travels across our wholesalers’ network and if it looks suspicious it will block the SMS sent to you by taking a copy of the SMS for our messaging team to review and confirm it is malicious before blocking further malicious messages with the same criteria or near matches.

It does this by automatically machine scanning the content of messages travelling on our wholesalers’ network to find suspicious patterns and characteristics, along with other data including time, sender, number of messages sent, and recipient. Suspicious SMSs are reviewed [by experts] to identify if the message is a scam (the details of the recipients remain masked). If a scam is identified, the technology will block future messages with the same criteria or near matches.

The capability does not offer a fool-proof solution to scams; criminals evolve and find new methods to attempt to scam Australians. For example, if they guess our wholesaler has blocked a message that has a suspicious link, they will try to change the characteristics of the SMS to avoid being blocked. You must continue to be alert to the possibility that when you receive an unexpected message, that it may not be genuine and not click on links.

Our wholesaler cannot guarantee 100% accuracy of the scam filter so there is a very small chance that a legitimate message will not be delivered. During their trial, they have not received any substantiated complaints about legitimate messages being blocked.

However, if you are sending legitimate messages and have evidence that they are not being delivered or you have evidence you have had a legitimate message blocked, please contact our business mobile support team and we’ll raise a fault ticket with our wholesale supplier.

Legitimate commercial messaging sources are excluded from blocking. This means that SMS sent on our wholesalers’ network by banks and other businesses, government departments, Emergency Alerts, and applications like MessageBank and system notifications from our wholesalers’ Mobile Network or IT Platforms are not scanned and will not be blocked.

Some scammers use our wholesalers’ handset plans to send high volumes of traffic in breach of the Acceptable Use Policy. Messages sent from a service on a mobile plan will be scanned and may be considered potential scam.

Our wholesaler has not received any substantiated complaints about legitimate messages being blocked since the Scam SMS service has been launched.

When activated, our wholesaler expects the SMS scam filter will block millions of malicious SMS messages sent to customers on their wholesale network per day. Most customers will enjoy the benefit and not wish to opt out.

All Superloop (Telstra) mobile customers have this technology turned on by default. To opt-out, send an SMS to 0438 214 682 with the words FILTER OFF. To opt back in, send an SMS to 0438 214 682 with the words FILTER ON.

Our wholesaler cannot guarantee 100% accuracy of the scam filter so there is a very small chance that a legitimate message will not be delivered. During their trial, they have not received any substantiated complaints about legitimate messages being blocked.

However, if you are sending legitimate messages and have evidence that they are not being delivered or you have evidence you have had a legitimate message blocked, please contact our business mobile support team and we’ll raise a fault ticket with our wholesale supplier.

When you send an SMS to 0438 214 682 you will receive an automated response as follows:

Text message from SMS Scam Filter to respond to FILTER ON from customer.

The SMS Scam Filter is now activated for your mobile service. This technology is designed to reduce the number of SMS Scam messages delivered to your mobile service. You can opt out of this service by texting FILTER OFF to 0438214682.

Text message from SMS Scam Filter to respond to FILTER OFF from customer.

The SMS Scam Filter is now OFF for this service. To turn on, text FILTER ON to 0438214682.

Text to respond to FILTER STATUS (whichever is appropriate)

The SMS Scam Filter is now OFF for this service. To turn on, text FILTER ON to 0438214682.

The SMS Scam Filter is now ON for this mobile service. This technology is designed to reduce the number of SMS Scam messages delivered to your mobile service. You can opt out of this service by texting FILTER OFF to 0438214682.

Text to respond to any other input

Sorry, the command you sent was unrecognised. Please send a message that contains one of the following commands:

FILTER ON - opt in for the Scam Filter

FILTER OFF - opt out of the Scam Filter

FILTER STATUS - display current applied status of the Scam Filter

It won’t stop all scam messages, correct? If so, how can you report scams that slip through?

To be clear, the scam filter will not be blocking unsolicited or unwanted commercial messages ('spam'). Legitimate businesses are obliged to let you stop their marketing, typically by replying STOP.

The scam filter is designed to block malicious SMS aiming to trick you into calling the scammers or clicking on a malicious link.

The scam filtering platform has a demonstrated history of accurately blocking scam messages for other mobile operators. Messages will only be blocked if verified to be part of a scam campaign, against agreed criteria and with support from our cyber and scam experts.

The technology requires some degree of manual review by people. A small internal technical team in Australia (at our wholesaler) reviews a sample of suspected scam messages including the hyperlink.

The recipient data is removed to protect privacy before the suspicious content is manually reviewed. If the team identifies a message as scam, they will fine tune the technology to block future messages with the same criteria or near matches unless the recipient has opted out. This manual confirmation helps reduce the risk that legitimate messages are blocked. The platform is also set up so it cannot be used for any other purpose. It is secured to the same high standard as the rest of our wholesalers’ network, with access restricted and logged.

The SMS scam filter can only be applied to SMS on services on the Telstra Wholesale mobile network. It will not be applied for 'over the top' messaging applications like iMessage, WhatsApp, Facebook Messenger, or end-to-end encrypted services.

If you receive a scam using one of those applications, you should report it to the operator of the service.

Politicians, charities, and religious organisations are some of the organisations and entities that have exemptions to the Spam Act. They will not be blocked under this platform / the SMS scam filter.

If things aren’t working out:

If you do not want to be involved at any time with this technology, that's okay.

Just send a text message with the words 'FILTER OFF' to 0438 214 682 to opt- out of the filter setting.

Yes. Your communications including SMS and attached metadata will remain located in Australia on Telstra Wholesale infrastructure.

Telstra Wholesale has a long history of upholding the privacy and security of its customers and a demonstrated track record of transparency in cyber security matters. The SMS scam filter technology is intended to improve customer experience, by implementing robust cyber security measures that aim to reduce the number of scams people are exposed to.

Identifying and blocking malicious SMS on our wholesalers’ network is permitted. Our wholesaler has undertaken a coordinated response with Government, who made new regulations to give industry more clarity and confidence and the authority to detect and block malicious SMS scams, to improve the cyber resilience of their networks.

Telstra Wholesale regularly shares information on the latest scam techniques and campaigns to support government in their efforts to combat scams and cybercrime. Any information they share for this purpose is anonymised and aggregated e.g., sample of scam SMS, or volumes of suspected scam SMS messages observed on our network. No customer information is provided.

The product used for identifying and blocking malicious SMS is available commercially, and there are other similar products in market. Telstra Wholesale are focused on delivering this protection for customers on the Telstra Wholesale network, and the more providers that take a similar approach, the better the outcome for the security and resilience of Australia.

Overseas carriers are using similar programs with scam and fraud detection capabilities. Telstra Wholesale are aware of carriers in Spain (Telefonica) and the UK (BT and Vodafone) who use such technology to great effect.