Solution: upgrade to a $40 or above 28 day mobile SIM plan. In the amaysim app, at your SIM plan details tap ‘Manage your plan', then tap 'Change your plan’, and select a mobile SIM plan that includes Number Link. Follow the prompts until the upgrade is complete.

Are my watch and phone compatible with Number Link?

To use Number Link, you’ll need to ensure that you have a compatible smart watch and mobile phone. Click here to see the list of Number Link compatible devices.

Is the software on my mobile phone and smart watch up-to-date?

Ensure that the following are up-to-date:

• Mobile phone

  • Your smart watch app (Apple Watch app or Galaxy Wearable app): head to your app store and check for any updates needed.

  • Your iOS or Android system: go to your mobile phone settings and search for ‘software update' or 'system update’ and check for any updates needed.

• Smart watch

  • To ensure that your smart watch has the latest system update you will have to pair your smart watch with your mobile phone via Bluetooth. To do this, follow the Stage 1: Pair your smart watch and mobile phone guide. This process will prompt you to update your smart watch system.

I can’t pair my smart watch with my phone via Bluetooth?

Solution: ensure that:

• Bluetooth is turned ON on your mobile phone and watch.

• Ensure that your smart watch and mobile phone stay at close proximity (within 30cm) during the pairing process.

• Ensure that your mobile phone is not on airplane mode.

• Ensure that your mobile phone has enough network signal.

My watch app doesn’t prompt me to set up a mobile plan?

At this stage, you have paired your smart watch with your mobile phone successfully, but your watch app hasn’t automatically prompted you to set up a mobile plan. 

Solution: Use your watch app on your mobile phone to manually access the mobile plan setup by following these steps.

For Apple Watch:

1. Open the Apple Watch app on your iPhone.

2. On the ‘My watch’ tab, scroll down and tap 'Mobile’

3. Tap on 'Set Up Mobile Network’

You’ll get prompted to set up a mobile plan. Follow the prompts from there to set up Number Link.

This doesn’t work. Tapping on 'Mobile plans' shows me an existing SIM plan.

Follow these steps first and then try again: Number Link: Troubleshooting.

For Samsung Galaxy Watch:

1. Open the Galaxy Wearable app.

2. Tap ‘Watch settings’.

3. Scroll down and tap 'Mobile plans'.

You’ll get prompted to set up a mobile plan. Follow the prompts from there to set up Number Link.

This doesn’t work. Tapping on 'Mobile plans' shows me an existing SIM plan.

Follow these steps first and then try again: Number Link: Troubleshooting

Removing an existing SIM plan from my watch

This happens because you previously used your smart watch with another provider and your previous SIM plan was not removed from your watch completely. 

Samsung Galaxy Watch

Apple Watch

1. On your Apple Watch, press the button on the side of your watch and open Settings.

2. Tap ‘Mobile’.

3. Tap your previous plan (it may be listed as ‘Mobile Plan’).

4. Tap ‘Remove’ your previous plan (or ‘Remove Mobile Plan’) and confirm. You may need your phone passcode.

5. Wait for the plan to be removed.

I see an error screen on the watch app

Solution: First of all, ensure that:

• Bluetooth is turned ON on your mobile phone and watch.

• Ensure that your smart watch and mobile phone stay at close proximity (within 30cm) during the pairing process.

• Ensure that your mobile phone is not on airplane mode.

• Ensure that your mobile phone has enough network signal.

If you've checked the steps above and still see an error, find the relevant error screen in the table below and the steps to resolve the issue:

Error screen	Solution
	Restart both your mobile phone and your smart watch. Retry the set up process until you see this screen:
	Your amaysim SIM plan is not eligible for Number Link. Follow this to upgrade to an eligible SIM plan: Number Link: Troubleshooting | Is my plan elegible for Number Link?
	Ensure that your SIM plan is active (and not expired) and that you’re able to make/receive calls and use data. If you previously used your smart watch with Optus' Number Share, you may see this error page when setting up Number Link. Please contact us and let us know you've come from Optus and we can get this solved for you.
	Before trying again, make sure your mobile phone: is not in airplane mode connects to the network via 4G or 5G and has enough signal to use the Internet (without Wi-Fi) and make calls verify in the amaysim app that your SIM plan has data inclusions. Please contact us if the issue persists.
	You'll see this message if: (a) the watch you're trying to connect is already linked to another plan; and/or (b) the amaysim mobile plan you're trying to link is already connected to another watch. Follow this guide to disconnect Number Link from a smart watch: Disconnecting Number Link

I have issues with the one-time passcode

You may not be receiving a one-time passcode or you may be seeing an error.
Find the issue that you’re experiencing and how to resolve it in the table below:
 

Issue	Solution
I’m not receiving an SMS that looks like this: For reference, you should be seeing this screen on your watch app:	If you have more than one active mobile SIM plan in your amaysim account, ensure you are using the mobile phone which has the SIM plan you are wanting to use with Number Link. Ensure that your mobile phone has network signal and is not in airplane mode. Ensure that messages from amaysim are not marked as spam in your messaging settings.
When I tap the link in the SMS and log into My amaysim, I see the screen below:	If you have more than one SIM plan in your amaysim account, ensure you are using the mobile phone which has the SIM plan you are wanting to use with Number Link.
An error message appears when I enter the one-time passcode.	You may have typed the one-time passcode from the amaysim app incorrectly, or it may have expired. Try entering the one-time passcode again, or tap 'Tap here to resend your passcode' Note that: You have up to 5 attempts per passcode Each passcode expires after 15 mins A maximum of 3 passcodes can be created in 45 mins Locked? Wait 45 mins and then generate a new passcode

Connectivity on my watch

If you have previously successfully set up Number Link and received the below confirmation SMS from amaysim, but now you are experiencing connectivity issues, please see below for solutions to common post-connection issues:

If you have previously successfully set up Number Link and received the below confirmation SMS from amaysim, but now you are experiencing connectivity issues, please see below for solutions to common post-connection issues:

I can’t use data and/or make calls on my smart watch?

Switch your watch OFF and ON. This usually fixes connectivity issues.
If you are still having issues, continue with the steps below:

Check your mobile phone settings

• Make sure airplane mode is off.

• Check you have network signal for calls and data while Wi-Fi is OFF.

• Confirm your amaysim SIM is ON in your Network settings.

Check your watch settings

• Make sure airplane mode is OFF.

• Check your network settings are ON.

Check your SIM plan

In the amaysim app, ensure that your SIM plan is active and not expired or cancelled.

If you changed your SIM plan recently, ensure that you are still on a Number Link eligible plan ($40 and above 28 day mobile SIM plans).

If you replaced your SIM / eSIM, Number Link will usually be disconnected for an hour after activating your new SIM / eSIM. It should reconnect automatically within that hour.

Connectivity exceptions on Apple Watch

On your Apple Watch, you won’t have full connectivity in some scenarios:

Disconnecting Number Link

Disconnecting Number Link is easy using the amaysim app.
Follow these steps: Disconnecting Number Link.

I disconnected Number Link but it’s taking a while

Usually the disconnection process takes a few minutes, but can take up to an hour.

We’ll confirm that your disconnection is complete by sending you an SMS that looks like this:

If you haven’t received the SMS from amaysim:

• Check that messages from amaysim are not marked as spam in your messages app.

• Check your smart watch connection status on the amaysim app:

I’m disconnecting a Samsung Galaxy Watch

After disconnecting Number Link using the amaysim app, you need to follow additional steps in your Samsung Galaxy Watch to remove your mobile plan manually. Follow the steps here: Additional disconnection steps for Samsung Galaxy watch

If you don’t remove your mobile plan manually from your Samsung Galaxy Watch you won’t be able to set up a new mobile plan with another provider or with amaysim.