Frequently Asked Questions
See below for answers to questions we frequently are asked. If an answer isn't here please call us on (02)9188-6998 and we will be happy to help!
FAQs | Before You Buy
Can I just buy the BigPurplePhone using my own SIM card?
Yes! Just add it to your cart and insert your own SIM when you receive your phone.
Can I pay for the phone and the subscription separately?
Yes.
Does it have a web browser, email, and can I install my own apps?
Coming in May 2024! Your Family&Friends edition will be updated so that you have the option to select from 30 new apps including email, WhatsApp, web browser and more. These will not be added to the phone unless you add them from the App.
How do I know if the BigPurplePhone is right for my Loved One?
If you answer yes to the following questions then it is likely to be a suitable solution.
- Do they no longer bank online?
- Do they no longer shop online?
- Do they have a carer or next of kin manage their affairs for them?
- Do they find mobile phones overwhelming and basic functions confusing at times?
- Do they get lost in the phone Settings?
- Do they struggle to see the keyboard when they send a text message?
- Do you worry about scammers taking advantage of your loved ones vulnerability?
How does the "No Scam" feature work?
Only the Contacts that are saved to the BigPurplephone can contact the Loved Ones BigPurplephone.
When you get your BigPurplePhone and add in your Contacts, add in all the people that you think will want to call your Loved One: family, friends, the doctor, dentist etc.
If a person is not on that list then they cannot call your Loved One.
Don't want the Secure Callers List?
If you don't want this feature we can disable it for you and your phone will receive all calls that are made to the phone. Just email us at hello@bigpurplephone.com.au and we can arrange that for you.
How can my Loved One sign in to MyGov ?
You cannot sign into MyGov with a BigPurplePhone however in May 2024 this is being added to the Family&Friends Edition.
Am I locked into a contract?
No, you can cancel anytime.
You own the phone outright and the monthly subscription is prepaid.
Simply send us an email at hello@bigpurplephone.com.au or call us on (02) 9188 6998 and we will cancel your account, and return your phone back to a regular Android phone.
Can I upgrade or downgrade between the Talk&Text and Family&Friends Editions?
Yes, you can upgrade once, and downgrade once. We do suggest you chat with us to see which phone is more suitable. They are different systems and you will need to re-enter your contacts if you change your mind.
Does BigPurplePhone have Bluetooth?
Yes, however it is customisation.
We can connect your BigPurplePhone to a bluetooth speaker or to your car entertainment system via Bluetooth. Hearing aids may be able to be connected depending on the features. It may be best to check with us first by providing the make and model for us to confirm connection options.
If you would like to set up a Bluetooth connection with your BigPurplePhone, we will arrange a call with our technician who will guide you through the connection process.
Does BigPurplePhone have Wifi?
Yes, however it is a customisation.
If you need to set up a Wifi connection, we will arrange a call with our technician who will guide you through the process.
Why would I need Wifi?
If your BigPurplePhone is in a poor mobile data area (as is often the case with Aged Care facilities) we can arrange to connect the phone to WIFI to ensure better operability of the phone.
Voice over Wifi can also be a huge help if you’re in an area with poor reception like a black spot.
Both editions may benefit from being connected to WIFI to utilise the voice over WIFI feature of both BigPurplePhone and the Telstra 4G network. This will significantly improve the quality of your voice calls. You will need to have good access to a WIFI network and know what the log in details are.
Is the BigPurplePhone available outside of Australia?
Currently the BigPurplePhone is only available to people within Australia. However you can video call friends in other countries who have the free BigPurplePhone Family & Friends app installed, and they can video call the BigPurplePhone using wifi.
We also have an Intenational Calls Add On which enables unlimited calling and SMS to 15 countries (China, Hong Kong, Malaysia, Singapore, UK, Germany, India, NZ, South Korea, Vietnam, Greece, Ireland, Indonesia, Thailand and USA).
Can I call someone who is not a saved Contact?
Yes.
They can use the keypad to dial any number. While, people who are not trusted contacts cannot call the BigPurplePhone, your Loved One can make calls out to other numbers using the keypad.
Which phone number should I place on my order at the checkout?
This is the number we use in case we need to contact you about the delivery of the phone.
After you have purchased, you will recieve an email with the subject "Next Steps" where we will clarify which phone number you would like on the BigPurplePhone, or if you would like a new mobile number assigned.
Can I keep my old phone number?
Yes, when you purchase the BigPurplePhone you will have the option to keep your existing phone number or you can get a new phone number if you prefer.
Can I use my headphones with the BigPurplePhone?
Yes, the BigPurplePhone has a 3.5mm headphone jack where you can plug in your corded headphones. The phone comes with headphones too.
How do you handle my personal data?
Your ID documents are deleted within 7 days of your account onboarding process being completed.
Please refer to our Privacy Policy for more on how we handle your personal information.
I can get an Aldi SIM for much less, why does BigPurplePhone cost more?
BigPurplePhone is a little different to other mobile phones.
Other providers sell you a SIM and then leave you to fend for yourself with an App and mediocre service. This is not suitable at all for vulnerable people.
We manage BigPurplePhones much like a fleet. We can locate a lost phone, upgrade and support the phone remotely, and allow you to create a secure callers list. We provide the SIM, do the provisioning, and even insert the SIM for you.
We have a Help button on every phone which calls our call centre where we provide technical support. This is in addition to the red SOS 000 emergency button.
If you have a phone number you wish to keep we can arrange to port the number over to your BigPurplePhone.
The monthly subscription also covers:
- Unlimited National calls and SMS/MMS*^
- Internet connection for the BigPurplePhone Family&Friends Edition
- BigPurplePhone Premium Support and Service - Over the phone support so our vulnerable customers do not need to deal with call centres overseas. Because it is a fleet, we don't have the same problems with identifying people either when they call us - a huge benefit for many!
- All our phones have an SOS Emergency button which sends an SMS to emergency contacts with GPS location as well as the option to dial 000. This service is included in the monthly subscription.
- BigPurplePhone Family&Friends Edition has a Carer's App that remotely manages the phone - an example feature on this App is to set reminders for medication for the Loved One.
- BigPurplePhone Family&Friends Edition also has an App where friends can video call and photo share with your Loved One
* ^ Subject to Fair Use Policy and Shipping Policy. Always read the Critical Information Summaries and Terms and Conditions when you buy.
Does the BigPurplePhone come with a cover?
Yes.
BigPurplePhone comes with a clear bumper case. The back of the phone is purple with a BigPurplePhone logo. It also has labels for the Volume and Power buttons.
As an option, there is a leatherette Phone Wallet style case available.
Can a silent number call a BigPurplePhone?
Yes.
The person who has the silent number can save a code with your BigPurplePhone's phone number to dial first when they call the BigPurplePhone.
The code is 1832 (or *31# from a mobile).
The code reveals their number to the BigPurplePhone. If the silent number is saved on the private callers list, then the call will be able to get through.
If however, the number isn't on the permitted callers list it is still blocked, so the person with the silent number has to be saved on the phone for it to work.
Some further information and instructions are below regarding silent numbers for your information from the ACMA.
FAQs | After You Purchase
What happens after I order the BigPurplePhone?
This handy document shows you what happens next.
We are here to onboard you and talk you through any and all steps to make sure you are set up with your new phone. From porting your number to inserting the SIM card for you, we are here to help!
Why do you have to Identify me?
If you choose to have your SIM with us, the Australian Government requires us to verify customers' identity for prepaid services as regulated by the Australian Communications and Media Authority. See the link to the ACMA website here
https://www.acma.gov.au/acmas-rules-id-checks-prepaid-mobiles for more information on what is required of us.
ID checking helps to stop scammers from SIM jacking. SIM jacking is when a nefarious actor gains control of someone's phone number and tricks a carrier into transferring it to a new phone.
Because we are often selling a phone to an Account Holder who gifts the phone to their Loved One we take extra care to make sure we understand who is using the phone.
We also understand that identifying some vulnerable people is difficult and that there are sometimes many family members involved in caring for your Loved One.
Can I import Contacts to the BigPurplePhone?
Talk&Text Edition of the BigPurplePhone - NO
Family&Friends Edition of the BigPurplePhone - YES
You can upload contacts to the Family&Friends Edition of the BigPurplePhone using this sample excel spreadsheet format.
We recommend, however that you enter the Contacts in for a few reasons:
- We suggest you clean up the Contacts. Long lists and duplicates are disorienting.
- While there is no limit to how many contacts you can add to your BigPurplePhone, we recommend a list not much bigger than 30 contacts
- Because the Contacts List is visual, with each Contact having a photo, we suggest taking the time to make this as usable as possible for your loved one with lovely clear images of their Contacts.
- You will need to set Emergency Contacts, Photos and send invites to the App to the family and friends you choose. By the time you have done this, you might as well type their name and number in.
How do I tell you which mobile number I want on my BigPurplePhone?
You will enter the mobile number and name of the person who will own the BigPurplePhone when you add your phone to the shopping cart.
What if I don't know what my BigPurplePhone mobile number is going to be when I order my phone?
If you don't know the mobile number yet, or are ordering a BigPurpleSIM from us, then we gather this information later.
I clicked on Voicemail and it asked for a PIN. Why and what do I do?
BigPurplePhone uses Telstra Messagebank for voicemail. When you first dial Voicemail you will hear the message: "Please enter your new PIN followed by the hash key". It is asking you to set up a new PIN.
The PIN is only required when you call into your voicemail from another line, say your home or work line. You don't need this PIN when listening to voicemail on the BigPurplePhone.
To set up the PIN
1: Enter a new 6 digit PIN, then press #.
2: Enter is a second time to confirm.
2: Hang up.
I have a message "Install update to keep device secure". What do I do?
Periodically, Android will update the Operating System on your BigPurplePhone. This is something that Android does and we cannot control it unfortunately.
You need to accept the installation.
- Tap on the words "Download & install now"
- Select "Use Mobile"
- When prompted select "Restart Now"
We have prepared a PDF showing what this looks like here.
FAQs | NDIS and MyAgedCare
Can I get a BigPurplePhone using my MyAgedCare funding?
Yes.
Your Package Manager, Care Manager or Allied Professional create an invoice for your BigPurplePhone and Accessories here on our website
Once the phone is paid for you (the client) then receive an email to request payment for the monthly prepaid subscription separately. You can do this online at the link we send you in the email or over the phone on (02) 9188 6998.
How to I order using my Home Care Package (HCP)?
If you are eligible, then there are four simple steps to ordering using your MyAgedCare funding. Note you cannot purchase phone credit with your funding.
1. Create an Invoice
Add your products to the Cart using our Company Orders page here on our website. You must order from this page for the option of an invoice to be available at the Checkout.
Complete the checkout:
- Enter the email address for the Package Manager (this is where we will send the invoice for payment)
- Enter the Shipping address - this is where we will deliver the phone
- Enter the Billing details - this is the Package Manager's details
- Select "Bank Deposit" as the payment method
- Enter a phone number that we can contact regarding shipping
Your Package or Care Manager will receive an order confirmation straight away, and an invoice made out to the Package or Care Manager will follow in business hours.
Your Package or Care Manager can then pay via bank deposit, or come back to the store and pay via credit card.
2. Pay the prepaid subscription
Once the phone is paid for you (the client) then receive an email to request payment for the monthly prepaid subscription separately. You can do this online at the link we send you in the email or over the phone on (02) 9188 6998.
3. ID Check
Because prepaid mobile phone accounts in Australia are subject to ACMA regulations, we need to perform an ID check for the Account Holder. We send you a simple form to complete online, and we deal with Telstra to set up the account so we make it as easy as possible, knowing we are dealing with vulnerable people.
4. Delivery and Onboarding
We then provision the phone and ship it via Express Post.
If you have selected the BigPurplePhone Family&Friends Edition, we also onboard the Carer/ Next of Kin person over the phone. This is a session where we download the App with the Carer/ Next of Kin and show them how it all works.
If there is no Carer or Next of Kin this is something we can do as a service for a Client too.
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How do I order using CHSP funds?
Speak to your allied professional about ordering a BigPurplePhone for you.
We have been approved to be included in the Geat2Go website. Our phones will be listed there very shortly (as at Nov 2023)
Geat2Go.org.au allows Allied Professionals to order goods, equipment, and assistive technology (GEAT) through the National GEAT provider under the Commonwealth Home Support Programme (CHSP).
Can my NDIS participant purchase a BigPurplePhone using their NDIS funding?
Yes.
If you are Plan Managed or Self Managed then you can purchase Assistive Technology through your NDIS funding. Just order and pay online and you can request an invoice to be sent to you to claim with. We can also put the NDIS participant number on the invoice for you.
If you are NDIS Managed, then no, you cannot. We are awaiting approval to become NDIS approved providers.
Can I split the SIM component out of the Monthly Subscription and pay for that separately?
Yes.
The BigPurplePhone Monthly Subscription includes two components:
- Monthly Prepaid SIM
- Monthly Premium Service
It is only in some circumstances that you can fund a SIM through MyAgedCare or NDIS.
The BigPurpleCare Service, however may be funded for those who need assistance with their phones, and are assessed as such by their Allied Professional or Package Manager.
Talk to our team about how we can set that up for you.