What does the "Quality refurbished" grade mean?
Our Quality refurbished phones are thoroughly tested to make sure they run and look the way you expect them to. With minimal signs of wear and like new functionality, these are first-class phones a...
How to sign-up, delivery and what's in the box
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Can I complete an identity check on someone else’s behalf?
No. The process involves a step to take a photo of your face to match it to your document so if you don’t have the right face there, the identification will fail.
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How do I update my card details?
To update your card details, simply log into your My Account portal, go to the ‘Payment details and history’ section, and add your new card. Please note your card will be updated for all billing an...
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Where can I get my subscription invoices?
You can download your invoices via the My Account portal on our website.
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How do I check my Own and pay plan payments?
You can keep track of your own and pay plan via the My Account portal on our website, including: Phone details Own and pay plan end date Next payment due date Invoices Personal details
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How do I check my subscription payments?
You can keep track of your subscription via the My Account portal on our website, including: Phone details Subscription End date Next payment Due date Invoices Personal details
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How can I track my order?
As soon as we've shipped your order, we will send you an email notification with courier details and tracking information. If you haven't received a shipping notification within 2 business days of ...
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Can I return my phone?
You can return your phone within 30 days of your agreement start date in original condition with the original packaging. To lodge a return, please fill out our returns form here. What if I receive...
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My ID wasn't verified, what should I do?
If this happens, please look out for an email from us, bearing in mind that it may go to your promotional or spam folders.
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Who are Truuth and why have you partnered up with them?
Truuth helps us verify our customers digitally and helps prevent potential fraud via an easy online process.
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Why do I need a smartphone to sign up?
You will need your phone to take photos during the ID verification section of the sign-up process. If you don’t have access to your phone, you will not be able to complete this.
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Can I use a Medicare card to sign up?
No. We now use photo ID verification as part of the sign-up process. This means you need valid photo ID to apply.
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Can I subscribe to multiple phones?
Yes, but you can only check out with one phone at a time.
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What if I don't have a driver's license or passport?
You won’t be able to complete the sign-up process without one of these documents. Please make sure that your ID documents are current, as the application won’t process if your documents have expired.
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Is an ID and credit check required to sign up?
We perform an ID and credit check for all customers. We need to make sure that the person applying is using their own details. Please double-check all details as you enter them to avoid any delays ...
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What will I need to sign up?
Signing up is easy and should take less than 10 minutes through an all-online application. You will need: a smart phone an internet connection at least 1 valid photo ID (must be the physical ID – ...
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Are the Kogan Mobile phones brand new or refurbished?
The phones we have available for Subscription or on an Own and pay plan are refurbished phones. See more info about our grading here.
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I prefer to keep the phone, why should I subscribe instead?
Subscribing allows you to enjoy the phone you really want. How? Your monthly instalments are reduced because you send the phone back at the end of the subscription (and we find the phone a new home...
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I'm having trouble completing my order, what should I do?
If you're having technical issues completing the Truuth process, please ensure you have: A stable data network connection (ideally above 1Mbps uplink speed). Good lighting (select a well-lit room ...
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How to redeem my Kogan Mobile SIM plan voucher?
If you are a new Kogan Mobile customer, visit the Activation Centre to redeem your voucher. If you are already a Kogan Mobile customer, simply login to your account, click recharge, choose your pl...
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Can I just get the phone, without a SIM plan?
Yes, you can sign up for our phone subscription and Own to pay plans without a SIM plan. Looking for a great value SIM plan to go with your new phone? We have an exclusive offer for you! When you ...
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When will I receive my order?
All orders come with free express shipping! We’re sure you’re looking forward to getting your new phone, but please be aware that we might require more information from you. If you've placed your o...
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Are your handsets locked?
All phones on subscription are unlocked and ready to use with a SIM card from your preferred network provider. Looking for a great value SIM plan to go with your new phone? We have an exclusive off...
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What comes in the box?
All refurbished phones are cleaned, tested and certified and then packed for you in a brand-new box with the following accessories: Apple Certified data cable with charge and sync enabled 2.4A AU ...
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Do you have any accessories?
Currently, we do not sell accessories separately. See what comes with your phone in the box here.
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Who is your delivery partner?
All our phones are delivered by our delivery partner, StarTrack. You will receive tracking information via SMS and email once your phone leaves our warehouse.
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How does the warranty work?
Every phone, on a subscription or own and pay plan comes with 12-month warranty. So, if your phone fails (unless the failure is due to damage caused by you, another person, or by accident) we'll a...
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Why do I need to provide multi-factor authentication when I log into my account?
When you contact us or log in to your account, we will take some extra steps to check that you’re really you. Why are we doing it? We want to confirm that you are really you to reduce the chances o...
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How does the first month free voucher for Kogan Mobile monthly SIM plans work?
What is the offer for? When you sign up for any Kogan Mobile phone plan, you will get your first month free on any of the Kogan Mobile monthly prepaid SIM plans. You can see the included plans here...