Aquafi Mobile Limited

Phone: 09-379-3065
Suite E, Building D, 42 Tawa Drive, Albany, Auckland
MON-FRI 09:30 - 17:00, SAT-SUN & PUBLIC HOLIDAYS CLOSED

FAQ

Most frequent questions and answers

Please bring your old phone when you buy a new handset. We can give you the credit on your next bill. Trade-in price can be varied on the conditions of the phone.

The price can change every week. Even if your mobile isn’t in full working order, we may still be able to buy it from you for a reduced amount. Please contact us for more information.

You can bring your own number without changes, regardless of your mobile network provider.

Aquafi Mobile uses the same SIM card used with Vodafone customers. If you are not a Vodafone user, just pop into our Albany office to get a new SIM card (Vodafone SIM).

There is no connection distruption for vodafone connections and it will be 1 hour interval to be transferd from your telcos.

30 days notification required to Spark and Megatel customers. We can transfer your number within the period. They will still charge for 30 days.

Vodafone Prepay customer must provide their Name / DOB/ Mobile number.

For other Prepay customer, please provide with Name/ DOB/ Mobile Number/ Sim card Number.

For any on account customers, please provide your Account Name / Account Number/ Mobile Number.

The international call options are as follow: Please check the available country list in our website.

60mins/ $2, 120mins/$4, 300mins/$10, 600mins/$20, 900mins/$30 per month

International calls are made the same way as normal international calls.

EX: when you want to make call to 0213456789 in Korea, dial 0082 (or +82), Local number(Seoul 2) and dial the rest of the number with deleting the first 0

The call usage can be viewed in Aquafi Usage App (Int approved) and it is updating aound 10:30am everyday

There are two types in Texts (SMS & MMS). It is dictating from the mobilephone the customer is using.

SMS SMS (Short Message Service) is free of charge (Please find the unlimited usage policy). 

MMS (Multimedia Message Service) is showing as PXT in the invoice. It is long messege or picture file. It is charged

Please search “Aquafi Usage” in your PlayStore or AppStore and downlaod. You can check the usage of calls, texts, data and international calls. It is updating every morning around 10:30am. When your data usage is over the allowance, you get the TXT alert in the next morning.

Unlimited call and TXT are applied with Aquafi Fair Usage Policy.

This is used for individual calls and texts and should not be used for simultaneous calling, re-supply, call centre usage, telemarketing, bulk messaging, application to person communication.

Fair Usage Policy is upon under the decision by Auafi Mobile and is entitled to terminate the service with notification.

 (Fair Usage Policy link)

It is a service that receives various contents by using text, MMS (PXT) or data.

Through specific codes called short codes, they are sent as text to serve.

Content provision fees are charged for services provided by a third-party provider contracted with Vodafone. (Not a service provided by a carrier)

Certain shortcodes are sent with customer consent. It is different for each provider, and the code is provided only for the content agreed by the customer through a certain channel.

If you want to stop the service, you can send the text STOP to the text message you received. Legally, carriers cannot engage in service use or suspension, so you must do it yourself.

Before using the service, be sure to read the terms of use and check the cost.

We are looking for a partner or agent of our service and products.

Please contact on 021818223.

1) You can put your account on hold up to 3 months within 12 months.

 2) A parking fee ($0.50 inc GST) applies during the periods instead of monthly plan fee.

 3) If your connection is under term or installment, it is not applicable.

When the term is finished, please contact us. Otherwise we will review your call pattern and change the call plan to the most suitable open term plan.

If you need a new smartphone, subsidies are available by re-contracting for two years, or interest-free installment service. If you do not need to purchase a smartphone, we also provide low-cost, uncontracts.

In the case of carrier transfer and service termination, you must notify us one month in advance on the 7th of every month and there must be no outstanding payments. The customer number will be transferred to Vodafone Pre-Pay, and can be transferred to another carrier after converting to Pre-Pay.

If your data usage has gone over more than your allowance, you will receive a text alert the following morning.

Please understand that if excessive usage occurs on the 7th, the last day of the monthly plan, you will not be informed.

Please keep your eyes on the “Aquafi Usage” app which allows usage checking, if you get the alert.

We auto top-up for the data you’ve exceeded and apply the lowest rates for your invoice automatically, so don’t need to top-up any data

Over used data: 1MB ~ 99.99MB at the rate of $0.1/MB

Over used data: 100MB ~ 500MB at the rate of $10/500MB

If the smartphone connection is suddenly disconnected, turn the power off and on.

If your smartphone does not turn on, please charge it for about 1 hour and then turn it on again.

As one of the smart phone fault diagnosis methods, try a different SIM card and test it.

If the solution above does not work, please contact us at Aquafi Mobile.

Samsung and Apple products have a two-year manufacturer warranty.

However, in the case of consumer carelessness eg) physical shock or immersion, warranty service is not provided and inspection fees are charged.

Note: Whether the smartphone has a warranty (free repair) is determined by the manufacturer.

Back up all information on your smartphone to a computer before repair. (Data may be erased during inspection or repair.)

Unlock all locks (including screen lock)

For iPhone, disable iCloud and find my iPhone.

For Android phones, log out of all accounts (including Google).

We will lend you a mobile phone to use during repair at the service center.

Rental is free, but in the case of non-return, damage, or loss for a long period of time after repair, a corresponding fee will be charged.

Repair period usually takes 3-7 days (excluding holidays).

Invoices are issued on the 8th of every month (between 11th and 14th).

Credit card payment is automatically paid within 1 to 2 days after issuance of the invoice, and automatic debit is paid 10 days after the invoice is issued.

In case of direct deposit (internet banking, etc.), you must enter the mobile number you are using for the reference, and when depositing two or more invoices, each deposit is required for processing.

The monthly fee is prepaid, and the first invoice of a new customer starting after the 7th of every month will be charged a partial month with a monthly advance payment the following month.

Invoices will be sent to the customer’s e-mail. If you wish to receive them by mail, a $1+GST postage fee will be charged, and a fee of $1+GST will be charged for non-automatic payments.

If your payment delays until next billing cycle, a late payment fee of $6+GST applies on your next invoice.

If your payment delays until next billing cycle, a late payment fee of $6+GST applies on your next invoice.

After connecting the provided wireless router to the power source, enter the password of the Wifi Key at the bottom of the router into the device you want to connect to.

Data will be cut off when the given data is used up, and if you want to use additional data, you can only top-up once a month. (($30 for 15GB / $40 for 50GB)

Data plan changes can only be made upwards on an 8-day basis.