The KISA® phone Frequently Asked Questions (FAQ)
Find out more information about the exciting KISA phone!
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.
What is a KISA phone?
The KISA phone is a simple to use phone that has been personalised for the person using it. The final assembly and manufacturing of each KISA phone is done in Australia at our Melbourne, Victoria location.
Who would use a KISA phone?The KISA phone was designed for the use of anyone who struggles with modern mobile technology. People who have never used a mobile phone, who struggle with navigating the menu system of conventional phones, or people who suffer from physical or mental disabilities that make them unable to use the mobile phones currently in the market.
The KISA phones are also a perfect starter phone for children as it does not have gaming features, or access to the internet. The KISA phone can only dial pre-programmed numbers, preventing your child from dialling unauthorised numbers.
The GPS features of the KISA phone make it a safety phone for both young children and elderly relatives suffering from Alzheimer’s.
The KISA phone was designed in collaboration with Vision Australia and comes in bright colours with optional raised buttons and can also be printed in Braille, making it ideal for the vision impaired.
What makes the KISA phone easy to use?A combination of easy to push buttons, and personalised settings, helps customise the KISA phone to the user’s individual needs.
The large, tactile, easy to see buttons; lack of a confusing menu; and clearly labelled call/end call buttons make it less confusing for people who struggle with current mobile technology. All numbers are pre-programmed, and contact buttons can be labelled with a picture, making it usable even to people who are not able to read.
Can the KISA phone be used as a safety device?The KISA phone has a dedicated SOS button on the back panel which connects the user directly to emergency services. The back panel can also be printed with emergency contacts, medical conditions, or allergies- information that can save a person’s life.
The GPS features of the phone also makes it easier to locate a missing child or an elderly relative.
Is the KISA phone easy to carry around?The KISA phone is 57mm wide, 105mm tall, and weighs only 80 grams. This makes it comfortable to handle and carry around, even on a lanyard around your neck.
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 customized 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.
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. 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 $39 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.
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. To do so, go into "Account & Billing" after logging into the "MY KISA" portal. Then choose which contact type you’d like to add, and scroll down to choose "edit".
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.
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.