FAQs
When should I buy the pack?
You can buy a pack before you leave so it starts automatically when you land at your destination. You can also buy a pack when you’re overseas using wi-fi. Then the pack will start when we detect you’ve connected to an eligible network. You might have to restart your phone and check that you have enabled data roaming.
How will I be billed?
You'll be billed for your travel pack at the time of purchase (from the payment method associated with your Belong service). An invoice will be available soon after purchase.
To see your invoice, head to your Belong account, click on ‘My services’ and then ‘Manage mobile’ and scroll down to the ‘Billing’ section and select 'View and download invoices’.
Find out more about what payment options are available.
What limitations should I know about?
Customers with a Belong data plan can’t use travel packs. They’re only available to mobile customers.
Travel packs only apply to one service. They can’t be transferred between services.
Can I get a refund if I only use one day? Or save the remainder of the travel pack for another time?
No. Travel packs are non-refundable.
Once a pack has been activated, it'll continue for 15 consecutive days. If you use your pack at all, even just one day, it’ll stay active.
I got the message when I landed warning me about charges. What extra charges might I get?
This is a regulatory message that we have to send you. Don’t worry: we won’t charge you without your consent.
Why are there so many text messages and emails telling me about my service?
Some of these messages are regulatory, but we send the others because we want to keep you well-informed about your pack and your usage.
How do I know my pack has started?
If you sign up before you travel, the pack will start working when we detect you've connected to an eligible network. We’ll send you an SMS and email as well.
Will my pack get activated for layover destinations?
If your layover destination is covered by our travel pack, the pack will activate. If you want to stop this from happening, keep your phone on flight mode until you arrive at your destination.
How do I track my usage?
You can log in to your Belong account to check how much of your 3 GB of data, 150 minutes of calls and days are remaining.
We’ll also notify you once you’ve used 50%, 85% and 100% of your data and calls.
How do I add extra data when I'm overseas? Can I set up auto recharge/top up on my travel pack?
Nope, you can't set another travel pack to automatically start when your old one expires. If you need another travel pack, log in to your Belong account to buy it when you’re ready.
When you buy a new pack, any of the calls and data left in the first pack will be forfeited.
I've used more data than expected, what should I do?
If you’ve used all your data allowance and want more, you can buy another travel pack.
We have some tips on using less data, if you need them.
Will my travel pack automatically top up when I run out of call time/data?
Our packs don't automatically top up to avoid bill shock. If you're close to running out of data or calls (or you have run out), you can buy a new pack.
Can I use the left-over data from the last pack, even though 15 days is up?
No, you can’t to use any remaining data after the pack has expired.
If you’ve bought a new pack within the 15 day time frame, all remaining allowances from the last pack are forfeited.
I have an active travel pack but I’m changing destinations. What happens?
If you’re travelling to another eligible destination, your pack will work seamlessly (if it’s still active).
If your next destination isn’t supported by our travel pack, you won’t be able to use the service there.
You’ll be able to use wi-fi calling to call back to Australia when you’re connected to a suitable wi-fi network. You'll also be able to receive SMS in many destinations. Find out more about receiving SMS overseas.
My destination wasn’t included in the list of international roaming destinations. What do I do?
If your destination isn’t supported by our travel pack, you won’t be able to use the service.
You’ll be able to use wi-fi calling to call back to Australia when you’re connected to a suitable wi-fi network. You'll also be able to receive SMS in many destinations.
My trip got cancelled, what happens?
Travel packs are non-refundable but they’re valid for 12 months from the purchase date. If you reschedule your trip (or plan another one) within that 12 months, the pack will still be useable.
Does travel packs expire?
When you buy a travel pack, it’s ready to use for 12 months.
Once activated, your travel pack is valid for 15 consecutive days.
Can I get a refund if I only use one day? Or save the pack for another time?
No. Travel packs are non-refundable.
Once a pack has been activated, it'll continue for 15 consecutive days. If you use your pack at all, even just one day, it’ll stay active.
Will voicemail work when I’m overseas?
Yes, you can access your voicemail with an active travel pack. Accessing voicemail will use your included call minutes.
How does call forwarding affect my included call minutes?
If you're roaming and you've turned on conditional call forwarding, any forwarded calls will use your call minutes.
We recommend turning off call forwarding, or setting it to unconditional call forwarding, when you’re roaming if you want to avoid using your call time.
How do I contact Belong when I'm overseas?
You can call us on . If you’re using a Belong mobile service and calling from one of the eligible countries mentioned here , your call will be toll free and you won’t need an international roaming pack to call us.