How can I sign up to Satellite Invite?

You can sign up to your Satellite invite online.

Apple users can do this directly on the phone they want to use for the trial.
Android users should sign up on a laptop, tablet or different phone, as you need to scan a QR code to install and activate your eSIM.

I don't have another device to sign up with my Android phone.

You can complete the sign up on your Android phone however you will not be able to install your One NZ eSIM as it must be scanned (using your camera app) on the phone.

You can either:

• Open the eSIM email on another phone or computer.
• Visit a One NZ Store for assistance.

I have entered the wrong phone number or email address during sign up.

You will not be able to complete the sign up journey if you have entered the wrong phone number or email address as a verification code is required to continue the journey. Please retry the sign up journey with your correct information.
If you find yourself stuck, please contact our Support Team on 0800 54 55 99.

I have entered the verification code incorrectly and now I am locked out.

If you have entered the verification code incorrectly 3 times, you will receive an error message that you have been locked out for a couple of hours. You will need to wait 2 hours before you can continue with the sign up journey.

I didn't receive or can't find the One NZ email with my eSIM information.

Head to Need Help and follow the steps to resend the email with your eSIM information - this will have the QR to scan and install your One NZ eSIM and instructions on how to get going with your free trial. We'll resend this to the email address you entered during the sign up journey.

I have downloaded the eSIM but I can't see One NZ network banner on my phone.

When you have traditional cell-tower coverage, your network banners should display your current network.

When you don't have traditional cell-tower coverage, your network banner will display 'No Service' or 'Emergency Calls Only'. This will then change to 'One NZ SpaceX' when you connect to the One NZ Satellite network.

Please contact our Support Team on 0800 54 55 99 if this isn't what you see.

I didn't select One NZ as the default for Mobile Data, how do I update this?

You can check the Settings in your phone:

If you're using an Apple iPhone:

• Click Settings.
• Click Mobile.
• Click Mobile Data.
• The select the One NZ eSIM.
• Ensure 'Allow Mobile Data Switching' is turned on.

If you're using a Samsung or OPPO phone:

• Click Settings.
• Click SIM Manager.
• Under the Preferred SIMs change Mobile Data to the One NZ eSIM.
• Ensure 'Data Switching and Back Up Calling' turned on.

I am an existing Broadband customer and I've accepted my Satellite Invite - can I add this eSIM trial connection to the My One NZ App?

No, you're unable to add your eSIM trial connection to your My One NZ App. If you need any assistance, please contact our Support Team on 0800 54 55 99.

I received a TXT from 7417 - is that One NZ?

Yes, that is from One NZ.
We will be contacting your current phone number with important updates about your trial with TXTs from 7417. You may also receive emails from us throughout the trial from noreply@one.nz and feedback@customer.one.nz.

My calls (and/or standard TXT) are not coming from my primary number?

You will need to adjust this is your phone settings:

On an Apple:

• Click Settings
• Click Mobile
• Default Voice Line
• Then select your current SIM
  

On a Samsung:

• Click Settings
• Click SIM Manager
• Under the Preferred SIMs ensure Calls and Messages are set to your primary connection (SIM 1)

I downloaded the eSIM on a phone but now want to swap to a different phone?

No worries, just note that your trial will not restart when you swap your eSIM to a different phone.

You'll need to delete the One NZ eSIM from the phone it's currently on and then download it to the new phone you'd like to use for the trial.

Any communications regarding your free trial will still be made with the phone number and email address you entered when signing up for the trial.

How do I send a TXT message using the One NZ Satellite network?

You'll need to select your temporary One NZ eSIM for Mobile Data in order to experience the One NZ Satellite network.

If you're using iMessage or RCS for messages, your phone will automatically use the One NZ Satellite network when you don't have traditional cell-tower coverage.

Otherwise, you'll need to switch your Conversation line with the person you want to TXT from the wop-wops to your One NZ eSIM. Don't forget to switch back when you're in traditional cell-tower coverage so the calls and messages you send to that contact are from your current phone number.

What number will a TXT via Satellite be sent from?

Any TXT messages sent while connected to the One NZ Satellite network will be sent from your temporary '029' One NZ number. Be sure to share this number with your friends and family ahead of time, or sign off with your name, so they know it's you when you're sending a TXT from the wop-wops!

There are a couple ways to find your temporary One NZ number.

1. Visit your phone Settings and click either Mobile (on Apple) or SIM Manager (on Android).
2. Check the email from us (no-reply@one.nz)

I am out of cell-tower coverage but can't connect to the One NZ Satellite network?

Satellites pass over the sky frequently however you are unlikely to receive a constant connection to the One NZ Satellite network. Your banner will change from 'No Service or Emergency Calls Only' to 'One NZ SpaceX' or One NZ SpaceX SAT) when connected to the satellite network.

There are a few things you can check:

• Check the temporary One NZ connection is set as default for Mobile Data in Settings (watch our video to see how you check this)
• Check you have a clear line of sight to the sky with no dense bush, or buildings that could be obstructing the connection
• Check your phone has completed the latest Software Update before leaving coverage.

If you have checked the above and still experiencing issues, please contact our dedicated Support Team on 0800 54 55 99 for assistance.

My phone is used for Business purposes; will this have any impacts?

For a small number of larger businesses, you may find that your phone cannot be used with the free One NZ Satellite Trial due to your corporate security policies.

We recommend checking with your IT Manager before installing your eSIM, but please also reach out to us using our callback form and we can help manage your trial experience.

If you have signed up and are experiencing apps not working, like Outlook, Teams, Calendar or VPN's (which were working normally before you installed the One NZ eSIM), this may mean that your business security policies are preventing these services working via One NZ mobile data. You can:

• Remove the One NZ eSIM on your current phone which will discontinue the trial
• Install the One NZ eSIM connection on another, non-business phone
• or reach out to us using our callback form and we can help manage your trial experience

Can I cancel my free trial?

Yes, if you wish to cancel your free trial before the 30 days is complete you can by calling our Support Team on 0800 54 55 99. However please note, you may still receive communications about the trial as these are system generated.

Can I use the temporary One NZ connection while overseas?

No, you can't use your One NZ eSIM overseas, it can only be used while in NZ.

If you're going to be travelling overseas, you'll need to turn on 'Data Switching and Back Up Calling' or 'Allow Mobile Data Switching' on your phones Settings.

Can I make international calls with my One NZ eSIM during the trial?

No, you can't use your One NZ eSIM to make international calls - you'll need to use your current SIM / phone number to make international calls.

How can I optimise my experience when using the One NZ Satellite network?

A few tips to help you use the service:

• To TXT via satellite, you need a line of sight to the sky. Unlike other satellite services, you don't need to hold your phone up towards the sky.
• You can prepare your TXT and press send as soon as you see the One NZ SpaceX banner appear on-screen.
• To check if your TXT has been delivered, check the time stamp next to your TXT. On a Samsung or OPPO, tap on the message.
• Satellites are amazing, but they can't keep your phone charged! Remember to charge your phone or take a battery pack if you are out adventuring.
• Ensure you are on the latest software to get the best experience.
  

Where can I find more information on One NZ Satellite?

Visit our website and be sure to check out our full list of One NZ Satellite FAQ's

I haven't had a chance or won't get a chance to experience the One NZ Satellite network before my free trial ends.

Unfortunately, your free trial is only valid for 30 days and you can only sign up once.

You can have One NZ Satellite TXT included at no extra cost if you sign up to an eligible plan with an eligible phone. See your options on our website.

I want to sign up to a One NZ mobile plan now.

That's great! Have a look at our Consumer or Business mobile plans or contact our friendly Sales Team:

• 0800 800 021 if you're signed up for personal or a business with 1-4 people
• 0508 537 537 if you're business with 5+ people

Or you can visit your local One NZ Retail store.

Can I bring my current phone number over or do I need to get a new phone number?

Yes, you can bring your current phone number over from your provider. We will need a copy of your current Account Number to do this.

Alternatively, if you would like a brand new '021' One NZ number, we can set this up too!

Can I keep the number I had during the trial?

Unfortunately, the '021' number you used during the trial will automatically disconnect when your trial ends and cannot be used again. Please ensure you do not use the temporary One NZ eSIM number for any verification apps such as banking etc.