• Can’t make or receive any calls
• Can’t make International calls
• Can’t make premiums calls

Can’t make or receive any calls

1. Your service may just be affected by an outage or planned maintenance. You can check our Network Status page.

   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. Even if you’re in the 10mates mobile coverage area, certain locations may have a weak mobile signal, like basements, underground tunnels, or large shopping centres.

   Try making a call while outside.

3. Make sure that Flight Mode or Airplane Mode is turned off:- On Android phones, use two fingers to swipe down from the top of the screen and then tap the Flight Mode icon to turn it on or off.
   

   – On iPhones, swipe down from the top right of the screen and then tap the Airplane Mode icon to turn it on or off.

   
4. Make sure that Do Not Disturb mode is turned off:- On Android phones, please follow this guide from Google Support.- On iPhones, please follow this guide from Apple Support.

5. Log into My Account and hit Settings, then the plus (+) icon next to Call Barring. Make sure that Bar All Outgoing Calls is turned off.

6. Turn your phone off, wait two minutes, and then turn it on again. After your phone has restarted, try making a call again.

7. Does your phone show a message like “No Network”, “No Service” or “Select Network”? Follow this guide to manually select your carrier.

8. Does your phone show “Line 2”? Hold the # key on your phone until a message like “Change Phone Line” comes up on the screen, and then hit OK.If this doesn’t work, check the manufacturer’s website for a guide on how to turn off Line 2.Line 2 is a feature like Call Waiting that is used by some international networks, but it doesn’t work in Australia and it will stop you from making calls.

9. Do you have another phone that fits your 10mates SIM? If you can make calls on one phone but not another, the phone that can’t make or calls may be damaged or faulty.

   Faulty phones need to be repaired or replaced. Contact the seller for a warranty claim.

10. Still can’t make calls? Use another phone to call us on 1300 030 692 or contact us on our Live Chat and we’ll help you.

Can’t make International calls

If you can call local or Standard National numbers but you can’t call International numbers, try these steps:

1. Log into My Account and hit Settings, then the plus (+) icon next to Call Barring. Make sure that Bar All Outgoing International Calls is turned off.
2. Make sure that the number is dialled correctly:– The country code should replace the first zero in a mobile number. For example, a London mobile number “07937123123” should be “+447937123123”.
   – If the first digit of the mobile number is not a zero, then just put the country code before the entire mobile number.
3. Make sure that the number you’re calling isn’t for a High Risk Calling Destination as these are blocked by default.If you need to call a high risk destination, please call us on 1300 030 692.
4. Some 10mates Mobile plans have a monthly quota for International Minutes, or only include International calls for select destinations.You can check your International Minutes in My Account by selecting Mobile Usage.If you’ve used all your International Minutes or you’re trying to call a destination that isn’t included on your 10mates Mobile plan, you can Top up your Prepaid Balance to make the call at standard rates.

Can’t make premiums calls

Calls to premium numbers starting with 19, 1900, 1901 or 1902 aren’t available on 10mates Mobile. There is no way to make these calls.