Latest updates from Woolworths Mobile

 

2-Step Verification from 30 June

From 30 June, Woolworths Mobile will implement 2-Step Verification to improve account security and protect our customers from unauthorised high-risk transactions (for example SIM-swap fraud and unauthorised changes to accounts or disclosure of personal information).

When you log into My Account on the website or the Mobile app or contact Woolworths Mobile via Customer Hub, Woolworths Mobile will send a unique code to the email address associated with your account. You’ll need to enter your unique code during the login process when prompted, or repeat it back to the Customer Hub Representative over the phone or via chat.

If you are unable to access the code, or you provide the incorrect code, you will be directed to our Verification Team as per the below process for additional verification procedures. If our Verification Team is unable to verify you, we will not be able to undertake your requested high risk transaction.

Why are we doing this?

2-Step Verification is rolling out across Australia for all telcos and mobile service providers to better protect our customers’ account security and reduce the incidence of harm caused to customers when personal information, business information or telecommunication services are targeted by unauthorised persons.

Ensure your details are correct

You can update your email address and other details via My Account or the Mobile App. For steps on how to update your details, click here. Note that you will have to successfully verify your identity before you can update any account details. Additionally, to update your date of birth, you'll need to provide either your Original Birth Certificate / Driver's Licence / Passport or Proof of Age Card by contacting us via chat.

I've forgotten my My Account or Mobile app login and password

If you have forgotten your password, click here to reset it. Your username is simply your Woolworths Mobile number OR the email address you have on file with us.

I have tried to verify my identify and it didn’t work

Where Woolworths Mobile has been unable to verify your identity during the initial verification process, you will need to provide a scanned coloured copy of either:

See below table for what constitutes Category A and B documents.

What if I am a vulnerable customer

Where a customer initiates a high risk transaction, and Woolworths identifies that customer as being ‘’vulnerable’ (e.g has a disability, serious or chronic illness or domestic violence victims ), Woolworths will direct that customer to our Verification Team who will assist that customer undertake the verification process and then action their request.

What if I am an unlisted authorised representative

Where an unlisted authorised representative would like to initiate a high risk transaction on behalf of a customer, we will direct that person to our Credit Department who will assist that person undertake the verification process.

I suspect my service or account has been subject to fraud

If you suspect your Woolworths Mobile account has been subject to fraud you should immediately report the activity to both Woolworths Mobile and your financial services provider.

Please contact Woolworths Mobile at credit_mobile@woolworths.com.au and we will endeavour to respond within 48 hours.

Additional Verification Process

Where Woolworths Mobile has been unable to verify your identity during the initial verification process, you will need to provide a scanned coloured copy of either:


 


Category A Documents
 

Australian State or Territory Driver’s Licence issued in the name of the customer by a Commonwealth, State or Territory Department or agency.

Australian Passport with an expiry date in the future or no more than 2 years in the past.

A birth certificate issued by an Australian State or Territory government.

A foreign military ID card.

A current foreign passport issued by a foreign government which contains a valid entry stamp or visa issued by the Australian government.

Australian citizenship certificate issued by the Commonwealth government.

Certificate of identity or Document of identity issued by the Department of Foreign Affairs and Trade (or by any subsequent Commonwealth Department responsible for issuing a like Certificate of identity or Document of identity at the relevant time).

Immicard issued by the Department of Home Affairs (or the Commonwealth Government Department responsible for issuing Immicards at the relevant time).

Indigenous Community Card issued by Services Australia (or the Commonwealth Government agency or department responsible for issuing Indigenous Community Cards at the relevant time).

Firearms licence issued by an Australian State or Territory Police force and which includes the customer’s, or the customer’s authorised representative’s, photo.

Aviation Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue an Aviation Security Identity Card and which includes the customer’s, or the customer’s authorised representative’s, photo.

Maritime Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue a Maritime Security Identity Card and which includes the customer’s, or the customer’s authorised representative’s, photo.

Australian Government Issued Photo ID card (employee ID) issued by the relevant Commonwealth, State or Territory government and which includes the customer’s, or the customer’s authorised representative’s, photo.

Defence Highly Trusted Token issued by the Australian Department of Defence (or the Commonwealth Government Department responsible for issuing Highly Trusted Tokens at the relevant time).

Defence Force identity card issued by the Australian Defence Force and which includes the customer’s, or the customer’s authorised representative’s, photo.

Police identity card issued by an Australian State or Territory Police Force and which includes the customer’s, or the customer’s authorised representative’s, photo.

Prisoner identity card issued by the relevant Australian State or Territory prison authority and which includes the customer’s, or the customer’s authorised representative’s, photo.

A trade (work or business) licence issued by an Australian State or Territory government and which includes the customer’s, or the customer’s authorised representative’s, photo (e.g. trade licences, real estate agents, security agents etc.).

Tangentyere Community ID card issued by the Tangentyere Council (or an organisation which replaces the Tangentyere Council) and which includes the customer’s, or the customer’s authorised representative’s, photo.

Proof-of-Age card issued by an Australian State or Territory government and which includes the customer’s, or the customer’s authorised representative’s, photo.

Australia Post Key Pass issued by Australia Post and which includes the customer’s, or the customer’s authorised representative’s, photo.

Working with Children/Vulnerable card issued by a State or Territory government and which includes the customer’s, or the customer’s authorised representative’s, photo.


Category B Documents
 

Bank or financial institution card, passbook or statement issued by a bank, credit union or building society. Card statements or passbooks must cover at least 6 months of financial transactions and be in the individual’s name. The individual’s signature must be on the card and their current address on the statement or passbook. Documents from foreign banks or institutions are not acceptable.

Medicare Card.

Post-Paid Telecommunications Billing Record issued by an Australian telecommunications company, which must be a statement of account for a post-paid carriage service issued in the previous 12 months, showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated.

Rates Notice issued by an Australian local government council issued in the previous 12 months, showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated.

Student ID card issued by an Australian tertiary education institution, Australian secondary school, TAFE or registered training organisation.

Concession or health care card issued by Services Australia or the subsequent agency or Department responsible for issuing concession and health care cards.

Veterans affairs card issued by the Department of Veterans’ Affairs.

Tenancy agreement or lease being a current formal agreement or lease showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated.

Motor vehicle registration for a vehicle registered in an Australian State or Territory, being current registration papers with the individual’s name, address and proof of payment, showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated.

Electoral enrolment, being proof of electoral enrolment showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated.

Seniors card issued by a State or Territory government to a resident in that State or Territory who is 60 years of age or over.

A utility account showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated.


Providing free calls and international Roaming to Ukraine and some surrounding countries

Woolworths Mobile wants to help where we can, and make it easier for our customers to stay in touch with friends and family by providing free calls and International Roaming to Ukraine.

We will extend the ability to allow voice calls, SMS and MMS toll free from Australia to selected destinations up until Wednesday 31st August.

This covers all destinations in the below listed countries:

  • Ukraine
  • Hungary
  • Poland
  • Moldova*
  • Romania
  • Slovakia


Toll free International Roaming will be ending on the night of Thursday 7th July.

*TOLL FREE International Roaming is not available in Moldova due to technical limitations with the mobile carriers there.


Things you need to know:

  • Keep in mind that calls to these regions may not always go through, due to potential infrastructure damage in the region.
  • You will not see the free calls logged in call records via Mobile app, My Account and Invoice. You will however see these in your phone usage.
  • Any International Roaming usage from Friday the 8th of July will result in charges as per your current Mobile Plan and Platform Definition.
  • This applies to all Woolworths Mobile active services - Prepaid, Long Expiry, SIM Only and Phone Plans - even those without international call inclusions.
  • International Calling is enable by default. If it has been switched off, please Chat with Us so we can re-enable it.

     

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