Personalising the KISA phone

• How many contacts can I have on the phone?

  The KISA phone can accommodate up to ten (10) personalised contacts.

• Can I call other numbers aside from the main contacts?

  No. You can only call the contacts programmed into the phone. You can however, opt to have one of the contacts call an operator assisted service which will allow the user to contact other numbers, but this service will be charged at a premium rate set by your service provider.

• Can I change the contacts on the KISA phone at a later date?

  Yes. You can change the contact numbers on the phone by logging into your account using the MY KISA portal. However, since the contacts are manually printed onto the buttons of the phone, you will have to send the phone back to us for reprinting if you decide to change the names of the contacts.

  Please see the section on online account management for more instructions on contact number changes.

• Does the KISA phone come in different languages?

  Yes. The KISA phone can be customised to whatever language you prefer. Please contact our support team for more details.

• Can the KISA phone send and receive SMS?

  No. To make the KISA phone as simple as possible, it was designed without a screen. Accordingly, the KISA phone cannot make or receive text messages.

• Can I use my existing mobile number with a KISA phone?

  Yes. When you order the KISA phone, you have the option of using your existing number. Just choose the appropriate tick box and provide us with the details. We’ll do the rest.

• Can I set up international numbers as contacts?

  Yes. Please contact our support team to get the call rates.

• Do I have to sign up for a plan with you?

  No. You can buy the phone outright and use your own network provider. Simply choose the BYO option when choosing plans.

KISA phone services

• Which network providers does the KISA phone use?

  The KISA phone’s RED plans use parts of the Vodafone network. You can check the current Vodafone coverage by clicking here.

  The KISA phone’s BLUE plans use parts of the Telstra network. You can check Telstra coverage by clicking here.

  Plans and services may change from time to time. Please click here for the most current phone plans available.

• How can I change to a different call plan?

  Please contact our helpline or email our support team to change your phone plan.

• Will I be under a contract if I buy your plans?

  No. KISA phone does not bind you into a contract.

• Can I use my own SIM card?

  Yes. You will have to buy the phone outright. Choose the BYO option when making your purchase.

• Do the KISA phones have a voicemail service?

  The KISA phone does not have voicemail services. An incoming call will continue ringing until the caller ends the call.

• How do I cancel my KISA phone account?

  All cancellations can only be requested by an authorised contact on the KISA account. Please call our support team to process the cancellation.

  To add an authorised contact on the account, please see the section "changing account details".

• What if I chose one of your plans, then decide to change to another provider?

  If you have purchased the KISA phone on a plan at the discounted price you will need to have the phone unlocked. There will be a charge of the difference in amount between the locked and unlocked phones. Please call us to discuss.

Porting Mobile Numbers

• Transferring my mobile number to KISA – what do I need to know?

  When you purchase KISA Phone with a SIM card, you can choose to keep your current mobile number or get a new one. If you want to keep your current mobile number, we can transfer it over to the KISA network in a few easy steps.

• When can I transfer my mobile number?

  We can only transfer your mobile number within these operating hours:

  Monday-Friday – 9:00am-5:00pm (AEST/AEDST)

  Saturday, Sunday and public holidays (in state of Victoria) – you can submit your order using KISA website Contact Us form but the transfer will start the next business day.

• What do I need to transfer my mobile service to KISA?

  Before you can transfer your service to KISA, we will send you an SMS as part of the Pre-Port Verification process. The number that you want to transfer to KISA needs to be active with your current telecommunication provider at the time of transfer. You will be able to use your existing service during the transfer process, and once it is complete, your old service will be automatically disconnected.

  To transfer your number to KISA, we will ask you to provide details about your account with your existing provider, including:

  • The mobile number you want to transfer
  • What type of service you are transferring fr om (either a service with monthly billing (Post-Paid service), or a Pre-Paid service)
  • For services which are billed, we will need your telecommunication provider’s account number (you can find this on your most recent bill)
  • Your date of birth (if you have a Pre-Paid service, it is important that your date of birth is the same with your current provider to avoid delays in transferring the number)
  • Your name and address
  • An alternative contact method (e.g. a different contact number or email address) where you can be reached during the transfer

  Common issues that delay transfers:

  • If the account number or date of birth you gave us didn’t match those with your existing provider it will delay your transfer. To finish transferring to us, you’ll need to:
    • Contact your current provider to confirm the date of birth or account number they have for your service
    • Respond to our text message and provide the updated details

  Once that’s done, you will need to restart your KISA Phone and you should be good to go.

• Will I incur an early termination charge?

  When you move your mobile number to KISA, the provider you’re switching from will cancel your mobile service with them. Once your current provider does this, you may have to pay them an early termination charge when you transfer to KISA.

  You may also have to pay any remaining device or accessory payments you have outstanding with that provider. It’s a good idea to check with them before ordering your KISA Phone.

• Is the process of transferring my number secure?

  Yes. In line with new telecommunications regulations, we’ve updated our fraud prevention measures to help stop anyone from trying to transfer your number without your permission.

  We’ve added an extra security check to our online ordering process. If you’re transferring your number to KISA, we won’t complete the transfer until we know it’s you.

• I think that my number has been fraudulently transferred to KISA, what can I do?

  If you think your mobile number has been fraudulently switched to KISA, please contact your previous service provider and speak with them about reversing the transfer.

International Customers

• Does the KISA phone work in my country?

  The KISA phone works in all countries that use the GSM/WCDMA 2G/3G 850/900/1800/1900/2100 frequencies as well as 4G networks using 1, 3, 4, 5, 7, 8, 20, 28 bands. Check with your network provider for compatibility.

• Can I buy the KISA phone in my country?

  The KISA phone is currently only available to order through our website. Choose the BYO option to buy the phone outright.

• How much is shipping to my country?

  KISA phone ships with a flat rate of $44 AUD for countries outside Australia.

• Do you accept other currencies?

  No. Our ordering system can only accept Australia Dollars at the moment.

• Do you accept PayPal?

  No. At the moment, international orders can only be processed through credit card payments.

Lost, stolen or damaged phones

In case of loss or theft, please contact the KISA support team immediately. We will temporarily suspend service and arrange for the manufacture and dispatch of a new phone for you. There will be an additional charge for remanufacturing a lost phone.

In case of damaged KISA phones, please contact our support team to arrange for phone return and repair.

Managing your account online

• What is the "MY KISA" portal?

  When you first purchase a KISA phone, you are asked to create login details. These login details are used to access the "MY KISA" portal.

  The "MY KISA" portal gives you the ability to view your invoices, make changes to your account, and change your phone settings remotely. If you subscribe to GPS tracking, you will also be able to track the phone through the "MY KISA" portal.

• How do I log into the "MY KISA" portal?

  To log into the "MY KISA" portal, simply click the "MY KISA" tab at the top of the webpage. You will then be taken to a page that asks you to input the username and password that was set up during the creation of your KISA account.

  You can reset your password by clicking "Forgot my password?" link. A link to reset your password will be sent to your email address. Be sure to check your spam/junk mail folder if it doesn’t arrive in your inbox.

  You can change your password in the Account and Billing section in the "My KISA" portal. If you forgot your current password, click on Forgot password? link on the Login page and follow the advice.

• How do I make changes to my KISA account?

  To make changes to your account, log into the “MY KISA” portal using the username and password you set up when you ordered the phone. You can then choose to make changes to your phone settings or your account information.

• How can I check my invoices?

  To check the balance on your account, choose "Account & Billing" after logging into the "MY KISA" portal, and choose "View Invoices".

• How can I check my usage?

  To check usage go to "Account & Billing", choose "Services", then click on "View Usage".

• Can I add another person who can call on my behalf?

  Yes, in order to add a nominated contact you will need to fill in a form located here, Once completed please sent it by:

  • Email - help@kisa.com.au
  • Postal Mail - KISA, PO Box 331, Moorabbin, Victoria, 3189, Australia

  If you want to add an authorised person over the phone please make sure that you have the following ready before you call:

  • Name of the Authorised Representative
  • Date of Birth
  • Home / Office Address
  • Email Address
  • Contact Number
• Can I remove an authorised representative?

  Yes. Please follow the directions given for adding an authorised representative to edit any contact details on the account

• How do I change the settings on my KISA phone?

  To change phone settings, log into the "MY KISA" portal, then go to "Manage my KISA phone". From that page you can opt in for remote access to the KISA phone settings in order to update phone numbers or change phone settings.

• Can I change my ongoing payment method?

  Yes. You can change your ongoing payment method by logging into your “My KISA” account. After you logged in click on the “Account & Billing” tab, then click on the “Payment Method” tab. You can select your ongoing payment method to be Credit Card (VISA or Master) or Direct Debit from your bank account.

Accessories

• What is a magnetic phone charging cable?

  A magnetic phone charging cable is a simpler way to charge your KISA phone. It eliminates the hassle of plugging the cable into the phone. It comes in two parts, both with magnetic tips that snap into place when you move them close together. The first part is the small connector that plugs directly into your KISA phone and stays plugged in always. You will not even notice it. The second part is the cable which also has a magnetic tip that will now effortlessly connect to your KISA phone by simply placing it close enough.

  Please note that if you are using the magnetic charger, you do not need to use the charging cradle. The two charging options are not compatible.

Troubleshooting the KISA phone

• How do I turn the phone off?

  The KISA phone can be turned off using the on/off switch at the back panel.

• I ordered a five contact phone, but it does not call out when I press on the names.

  Make sure that you are pressing on the raised buttons on the phone. Please see diagram in your phone's manual for details.

About KISA

• What does KISA stand for?

  KISA is an acronym for “keep it simple always”. We believe that technology should be accessible to everyone. We believe that one way to do this is by creating products that are simple and easy to use.

• Where is your support centre based?

  All our call centre and support staff are based in Australia ensuring that our customers are receiving the best service.

• Is Kisa Pty Ltd (KISA) an Australian owned company?

  Yes, 100% Australian owned and proud.