Frequently Asked Questions

Accessing 1800 Reverse to make calls

When should I use 1800 Reverse?

1800 Reverse is the number to know when you need to make a call to a mobile or home phone, but don't have the credit on your mobile or coins in your wallet to pay for the call. The service is a convenient way to connect to someone quickly when you don't have the money to make the call, and don't have the time to find a way to pay for the call upfront.

Some common uses of the service:

No credit. Your mobile runs out of credit and you need to call someone straight away.

Cut off. Your credit runs out in the middle of an important call and you really need to call straight back.

Can't recharge. You can't get to a store to add credit to you prepaid phone, but need to make an urgent call.

No hassle. You need to use your friend's phone to make a call but don't want them to have to pay for your call.

Dead battery. Your mobile is out of battery, and you need to make a call from a payphone but don't have the coins.

Stuck. You missed the train or the bus, and need to let someone know where you are.

Locked out. You've locked your keys or phone in the car, and need to call for help.

Help. When you're alone in a bad situation and urgently need to let someone know.

How can I access 1800 Reverse?

To make a reverse charge call with 1800 Reverse, simply pick up any mobile, home phone or payphone, and dial 1800 ...followed by the numbers that spell out R-E-V-E-R-S-E on the key pad of your phone. That's 1800 7-3-8-3-7-7-3. You can even call 1800 Reverse from any Telstra, Vodafone, Optus or Virgin mobile when you're out of credit. After dialling 1800 Reverse, you'll be connected directly to the service.

Can I call 1800 Reverse when I'm out of credit?

Yes. You can reach 1800 Reverse from Telstra, Optus, Virgin and Vodafone prepaid mobiles when you're out of credit. All you need to do is dial 1800 R-E-V-E-R-S-E (that's 1800-7383773), and you'll be connected to 1800 Reverse to make your reverse charge call.

What numbers can I call?

You can make a 1800 Reverse call to most mobiles and home phones in Australia. Certain business lines may also accept reverse charge calls from their customers (eg. lost or stolen credit card departments of most major banks).

Reverse charge calls to some mobiles (some business mobiles) may not be permitted if they have a mobile operator restriction on carrier billing (including 3rd Party Content) or premium SMS. Some mobile and home phone numbers may also be unavailable if they've requested not to receive reverse charge calls, or if we suspect that the numbers are not using the 1800 Reverse service to receive a genuine call. If the number you are trying to call is unavailable, you'll be given the chance to try a different number.

Are there limits on the calls I can make or receive?

We protect you from over-use by limiting the number of calls a phone can make and receive per day. 1800 Reverse helps people connect with their family and friends when they've got no other options and need to make an urgent call. If we suspect that you're not using the service to make or accept a genuine call, we may block your phone from accessing 1800 Reverse to make or receive calls. If we suspect that you are answering calls without intending to accept, you’ll firstly receive a warning message before your number is blocked. Call our Customer Service Team for more information.

Why can't my number receive 1800-Reverse calls?

There are 3 reasons why your number may be unable to receive 1800-Reverse calls...

  1. You have requested that 1800-Reverse block your number
  2. Your number has been blocked by 1800-Reverse due to excessive use or misuse of the service
  3. Your fixed line or mobile number does not allow us to bill 1800-Reverse calls. On mobiles, your mobile provider and plan must be capable of receiving premium SMS or carrier billing charges. On fixed lines, you must have a Telstra service which is not blocked from receiving international calls. Blocking international calls on your fixed line will also block all reverse charge calls.

Call our Customer Service Team if you have any questions or wish to check your number status.

Prices for accepting 1800 Reverse Calls

How much will I be charged if i accept a 1800 Reverse call?

To see the price of accepting a 1800 Reverse call, click here

Why is it more expensive than a conventional phone call?

1800 Reverse is one of the most flexible phone services available. You don't need coins or credit on your mobile to make a 1800 Reverse call to your family or friends. There's also no need to register before you make call, and it's not a subscription service so there's no regular charges. You only pay for 1800 Reverse when you choose to accept a call. It is used on-demand only. And 1800 Reverse is available 24 hours a day, 7 days a week. It's also the only reverse charge calling service which can be accessed from out-of-credit or recharge expired prepaid mobiles on all major mobile networks. 

Because of the flexibility and convenience 1800 Reverse offers, and to ensure the service is always available when you need it, the calls are charged at a premium rate compared to conventional calls. There are also business costs in maintaining the calling platform and operator agreement on all major mobile networks.

It is important to rememeber that the service is not designed or recommended for regular, everyday use. The 'call of last resort' benefit it provides meets a critical need in the Australian telecommunications market and provides value for money in the right situation. The right situation being occasional use when someone urgently needs to get connected and they have no other means available to do so. It could be that they are...

  • Stuck. They've missed the train or the bus, and need to urgently let someone know
  • Locked out. They've locked their keys or phone in the car or house, and need to call for help
  • Help. When they are alone in a bad situation and urgently need to let someone know

In these situation, they may have no prepaid credit on their mobiles, no cash for a payphone call, no access to a home phone, and no mobile battery left to access free WiFi - nothing - in this instance we are the only option available by mobile of payphone to try to get you and your family connected to mobiles and home phones. And when you accept a 1800 Reverse call you can get the peace of mind that the person calling you is okay.

How do I know if my mobile has been charged by 1800 Reverse?

If your mobile has been charged by 1800 Reverse, you will have received a confirmation charging message from Sender ID / Short Code number 19991800 or 19901800. 1800 Reverse does not send charging messages from any other Sender ID / Short Code numbers. Each confirmation message includes a unique receipt number for the charging block. If you’ve received charges on your mobile from a different Sender ID / Short Code number, you can find out details of the service by visiting www.19sms.com.au and using the 19 Service Finder tool.

Is 1800 Reverse a subscription service?

No. 1800 Reverse is an on-demand service only. It is not a subscription service. Users are only charged if they receive a 1800 Reverse call and then choose to accept the charges by pressing 9 on their phone keypad before their call is connected. The service is used and charged on a call-by-call basis only.

What is the minimum charge for accepting a 1800 Reverse call?

For national reverse charge calls, the minimum charge to accept a 1800 Reverse call on a mobile is $10.00. The minimum charge to accept a 1800 Reverse call on a fixed line is $16.99. For calls received on fixed lines from international numbers, the minimum charge depends upon the call originating country. All prices include GST. When receiving a 1800 Reverse call, you can always listen to the call charges before choosing to accept or reject the call by pressing # on your phone keypad. Visit the Price section of our site to see call cost information, and check the other FAQs for details on how calls-to-mobiles and calls-to-home phones are charged.

How accepted 1800 Reverse calls are charged

After I accept a call, how and when will I be charged?

If you accept a call on your mobile, the cost of the call is charged to your mobile in $5.00 blocks by carrier billing or premium SMS. The length of the call determines the number of $5.00 charges you receive with two $5.00 charges being the minimum sent for a call lasting up to 1 minute in length. In some cases, the $5.00 charge to your mobile may take several days or even longer to arrive after the call was accepted. The date the 1800 Reverse call was accepted is included in the charge notification message or premium SMS you receive. Remember, we will only charge your mobile if you or someone using your mobile has accepted a 1800 Reverse call by pressing 9 on the mobile key pad and the call has been connected.

You or the person using your mobile may accept a 1800 Reverse call even though there is no credit on the mobile at the time of accepting the call. When this occurs, we may bill the $5.00 charges when you next recharge your prepaid mobile with credit. If you accept a call on your home phone, the charge will appear on the next regular telephone bill you receive from your home phone service provider.  

If you accept a call on your home phone, the charge will appear on the next regular telephone bill you receive from your home phone service provider.

Is 1800 Reverse a subscription service?

No. 1800 Reverse is an on-demand service only. It is not a subscription service. Users are only charged if they receive a 1800 Reverse call and then choose to accept the charges by pressing 9 on their phone keypad before their call is connected. The service is used and charged on a call-by-call basis only.

Can a 1800 Reverse call which isn’t accepted still be charged?

No. 1800 Reverse calls can ONLY be accepted and charged by the call receiver actively pressing the 9 key on the phone key pad when the option to accept the call and charges is presented.

1800 Reverse does NOT charge for unanswered calls, calls which go to voicemail or calls which are declined / rejected.

If I’ve accepted 1800 Reverse calls, can I check how much I have spent?

You can check your usage by calling our Customer Service Team on 1300-360522 Monday to Friday from 8.30am to 5pm excluding public holidays. And if you’ve accepted 1800 Reverse calls on your mobile, we’ll send you a courtesy SMS notification if you’ve accrued $30 worth of 1800 Reverse call charges in a calendar month.

I’ve received premium charges on my mobile but I’m not sure what for?

All mobile premium content providers are required to list their short codes and service details at the website www.19sms.com.au. This site allows you to enter the premium short code of the charging message you have received and find out the content or service type, the owner and their contact details.

Billing 1800 Reverse calls accepted on prepaid mobiles

Why has credit been deducted from my prepaid mobile balance?

You only receive charge notification messages or premium SMS from 1800 Reverse after a call has been accepted on your mobile. When you receive a 1800 Reverse call on your mobile, you're given the option to accept the call and the charges by pressing 9 on your mobile keypad. In some cases, the charges to your mobile may take several days or longer to bill after the call was accepted.

You may accept a 1800 Reverse call on your mobile even though there's no credit on your mobile at the time of accepting the call. When this occurs, we may charge your mobile when you next recharge.

Why is the time I receive the sms notifying me of the $5.00 charge sometimes different to the time I accepted the call?

In some instances we are unable to charge your mobile on the same day the call was accepted. When this happens, the date you receive the charging message or premium SMS will be different from the actual date you accepted the 1800 Reverse call. The charging message or premium SMS you receive will always specify a receipt number for the accepted call, the date of the accepted call, and also the details of the charge.

Why do the charges for accepted 1800 Reverse calls not come out of my monthly prepaid bonus credit?

Across all mobile providers, premium content and 3rd party charges like 1800 Reverse calls are generally excluded from inclusive prepaid recharge and bonus credit allowances. We recommend you check with your mobile provider for the details on what usage is eligible for inclusion in your prepaid plan.

I accepted a 1800 Reverse call, why have I received more than one $5.00 charge?

1800 Reverse calls you accept on your mobile are charged to your mobile bill or prepaid credit by carrier billing or premium SMS. When you accept a call on your mobile, you will be sent a $5.00 charge for the call connection fee and a $5.00 charge for the first minute of talktime. If the accepted call is connected for more than 1 minute, you'll be sent an addiitonal $5.00 charge for the 2nd minute of talktime, and a further $5.00 charge if the call extends into a 3rd minute of talktime. There is no charge for minutes 4 and 5 of talktime and the call automatically ends after 5 minutes for the maximum cost per call of $20.00. 

Each 1800 Reverse call accepted on a mobile has a unique receipt number which is included in the premium SMS / charge notification message. 

For details on our charging for calls accepted on mobiles, click here

How can I check that I’ve received the right number of $5.00 billing messages?

All 1800 Reverse charges for calls to mobiles contain a unique receipt number. Each 1800 Reverse call accepted on a mobile could be charged by up to 4 billing messages each of $5.00 (depending on the length of the call). Each of these billing messages contains a unique receipt number in the message and a description of the call connection fee or talktime minutes for which the charges apply. You can also check the receipt numbers included in the charging messages for all 1800 Reverse charges for calls to mobiles to see that they are unique.

Is 1800 Reverse a subscription service?

No. 1800 Reverse is an on-demand service only. It is not a subscription service. Users are only charged if they receive a 1800 Reverse call and then choose to accept the charges by pressing 9 on their phone keypad before their call is connected. The service is used and charged on a call-by-call basis only.

Billing 1800 Reverse calls accepted on pay monthly mobiles

Why is the date of the 1800 Reverse charges on my mobile bill sometimes different to the date I accepted the call?

Your mobile bill will display the date you were charged for the 1800 Reverse call you accepted. We attempt to charge your mobile at the time you accept the call, however in some instances this isn’t possible and the charge is made at a later date. The charge notification message or premium SMS you receive will always specify a receipt number for the accepted call, the date of the accepted call, and also the details of the charge.

I accepted a 1800 Reverse call, why have I received more than one $5.00 charge?

1800 Reverse calls you accept on your mobile are charged to your mobile bill or prepaid credit by carrier billing or premium SMS. When you accept a call on your mobile, you will be sent a $5.00 charge for the call connection fee and a $5.00 charge for the first minute of talktime. If the accepted call is connected for more than 1 minute, you'll be sent an addiitonal $5.00 charge for the 2nd minute of talktime, and a further $5.00 charge if the call extends into a 3rd minute of talktime. There is no charge for minutes 4 and 5 of talktime and the call automatically ends after 5 minutes for the maximum cost per call of $20.00. 

Each 1800 Reverse call accepted on a mobile has a unique receipt number which is included in the premium SMS / charge notification message. 

For details on our charging for calls accepted on mobiles, click here

How can I check that I’ve received the right number of $5.00 billing messages?

All 1800 Reverse charges for calls to mobiles contain a unique receipt number. Each 1800 Reverse call accepted on a mobile could be charged by up to 4 billing messages each of $5.00 (depending on the length of the call). Each of these billing messages contains a unique receipt number in the message and a description of the call connection fee or talktime minutes for which the charges apply. You can also check the receipt numbers included in the charging messages for all 1800 Reverse charges for calls to mobiles to see that they are unique.

Is 1800 Reverse a subscription service?

No. 1800 Reverse is an on-demand service only. It is not a subscription service. Users are only charged if they receive a 1800 Reverse call and then choose to accept the charges by pressing 9 on their phone keypad before their call is connected. The service is used and charged on a call-by-call basis only.

Why do the charges for 1800 Reverse calls on my mobile bill sometimes list more than one charge at the same time?

The charges for calls accepted on mobiles are normally billed as soon as possible after the call is completed. This can sometimes result in more than one charge notification message or premium SMS showing the same time stamp on your mobile bill. Remember, for 1800 Reverse calls accepted on mobiles you may receive more than one $5.00 charge to bill the call. You can receive a maximum of four $5.00 charges for an accepted 1800 Reverse call. Each charge notification message or premium SMS you receive will always specify a unique receipt number for the accepted call as well as the date of the accepted call and also the details of the charge. The maximum charge for a 1800 Reverse call accepted on a mobile is $20.00 charged by way of four $5.00 charges for a call lasting 5 minutes.

Why do the charges for accepted 1800 Reverse calls not come out of my monthly mobile inclusive allowance?

Across all mobile providers, premium content and 3rd party charges like 1800 Reverse calls are generally excluded from inclusive monthly allowances. We recommend you check with your mobile provider for the details on what usage is eligible for inclusion in your pay monthly plan.

Blocking 1800 Reverse calls on my mobile or home phone

How do I get my number barred so I stop receiving 1800 Reverse calls?

You can bar your number, but it means you'll no longer be able to receive our reverse charge calls from anyone - including your family and friends. You won't even get the chance to find out who's calling, or choose to accept or deny the call, because your number will be blocked. Remember, everytime you receive a 1800 Reverse call, you'll get the option to accept or deny the call and the charges. If you choose not to accept the call, there is no charge.

To stop receiving 1800 Reverse calls on your mobile or home phone, you can call our Customer Service Team on 1300 360 522. Our Customer Service Team is based in Australia and is open Monday to Friday from 8.30am to 5pm EST (excluding public holidays). Outside business hours there is an automated option which allows you to request your number be blocked. On every 1800 Reverse premium SMS we include instructions on how to prevent future calls.

If you bar your number from receiving 1800 Reverse calls, you'll still be liable for charges for calls you accepted before you barred your number.

Why am I receiving $5.00 charges on my mobile after barring my number?

After barring your number you'll no longer be able to receive 1800 Reverse calls on your mobile. However, you'll still be charged for 1800 Reverse calls which have been accepted on your mobile before you barred your number. The date the 1800 Reverse call was accepted on your mobile is included in the charge notification message or premium SMS you receive. 1800 Reverse is not a subscription service, so you'll only ever be charged for each call you choose to accept.

Is 1800 Reverse a subscription service?

No. 1800 Reverse is an on-demand service only. It is not a subscription service. Users are only charged if they receive a 1800 Reverse call and then choose to accept the charges by pressing 9 on their phone keypad before their call is connected. The service is used and charged on a call-by-call basis only.

What happens if I send “Stop” from my mobile after receiving a 1800 Reverse charge?

1800 Reverse is not a subscription service so by replying “stop” to a premium SMS or charge notification you won’t be blocked. We’ll always send a reply advising that you can block your number from receiving further 1800 Reverse calls by calling our Customer Service Team on 1300 360 522. Remember, if you are receiving premium SMS or charge notification messages it’s to pay for reverse charge calls you’ve already accepted. To discuss your past usage, you can also contact our Customer Service Team on 1300 360 522 from 8.30am to 5pm Mon to Fri EST (excluding public holidays).

When I answer a 1800 Reverse call, why have I received a warning message that my number may be blocked?

If we suspect that you are answering 1800 Reverse calls without intending to accept any calls, we may block your number from receiving future 1800 Reverse calls. In this situation you’ll firstly receive a warning message to let you know. Call our Customer Service Team for more information.

Call reverse charge back to Australian from overseas

If I'm overseas, can I call back to Australia reverse charge?

Yes, with our 8000 Reverse service it's easy to call reverse charge to fixed lines in Australia. You can call from almost any phone (home, office, hotel or payphone); you simply call the international access code specific for that country followed by the numbers that spell 8000 R-E-V-E-R-S-E. That's 8000 7383773. For example, when calling reverse charge from the UK to Australia, you would dial (remember, the service is only available for calls TO Australia):

0-0-8-0-0-0-7-3-8-3-7-7-3

To find out more about calling reverse charge from overseas to Australia, click here.

Receiving sms updates from 1800 Reverse

If I've called 1800 Reverse, will I receive sms updates from 1800 Reverse?

Yes. If you've used 1800 Reverse, you may receive a free SMS from time to time to keep you updated on the service. You may also receive free messages from us with specially selected partner offers (3rd parties). All free 1800 Reverse SMS updates are sent from either mobile number 0419185246 or sender ID 1800Reverse. There is no charge for receiving these messages and they will always start with "FreeMsg". All messages will also give you the option to opt out of receiving further messages by replying or sending stop. See our terms and conditions for more information.

Other questions including complaints

Why can't my number receive 1800-Reverse calls?

There are 3 reasons why your number may be unable to receive 1800-Reverse calls...

  1. You have requested that 1800-Reverse block your number
  2. Your number has been blocked by 1800-Reverse due to excessive use or misuse of the service
  3. Your fixed line or mobile number does not allow us to bill 1800-Reverse calls. On mobiles, your mobile provider and plan must be capable of receiving premium SMS or carrier billing charges. On fixed lines, you must have a Telstra service which is not blocked from receiving international calls. Blocking international calls on your fixed line will also block all reverse charge calls.

Call our Customer Service Team if you have any questions or wish to check your number status.

What if someone else accepts a call on my phone?

You or the person using your phone may choose to accept a 1800 Reverse call on your phone. The account holder for the home phone line or mobile service is responsible for all charges accrued on the service.

Does 1800 Reverse have a process for managing customer complaints?

Yes. A summary of the 1800 Reverse complaint handling process is available within our Terms and Conditions (section seven) and by clicking here.

I’ve received premium charges on my mobile but I’m not sure what for?

All mobile premium content providers are required to list their short codes and service details at the website www.19sms.com.au. This site allows you to enter the premium short code of the charging message you have received and find out the content or service type, the owner and their contact details.

What if I have a question which isn't answered?

You can use our Contact Us form to send us a question or any feedback. Or you can call our Australia based Customer Service Team on 1300 360 522 Monday to Friday between 8.30am and 5pm EST excluding public holidays.

Does 1800 Reverse have any association with the website www.reverseaustralia.com?

No. 1800 Reverse and all entities owned by our parent company Reverse Corp Limited have no association in any form with this website. An entity which we own (0800 Reverse Pty Ltd) previously had a trading name of Reverse Australia. The trading name was changed over 10 years ago and we have no association whatsoever with the Reverse Australia website which is based outside Australia. We are unfortunately unable to update our company details with ASIC to clarify that we have no association with this website.

Is the 1800Reverse iPhone App still available?

No. The 1800Reverse iPhone App was withdrawn on 21st September 2017. An SMS was sent to notify all users with the App on 21st August 2017. These customers can still access 1800Reverse 24-7 to get connected by calling 1800738377 directly from their device.

Reverse charge telephone calls

What is a reverse charge call?

A reverse charge telephone call or collect call as known in some parts of the world, allows the call initiator (the A-party) to make a phone call which is paid by the call receiver (the B-party). Reverse charge calls were originally connected by telephone operators but since the late-1990s in Australia they have been predominantly connected by automated services.

How do they work?

The A-party initiates a reverse charge call by calling a reverse charge provider number, then entering the number they wish to call and also recording their name. The B-party is then called and is advised that they have a reverse charge call on the line and the voice recording of the A-party is played. The B-party must then agree to accept the charges before the call is connected.

Reverse charge calls can be made wholly within Australia, or from overseas back to Australia. 1800-Reverse is the leading reverse charge calling provider in Australia allowing calls to be made from and to mobiles and fixed lines across the country.

Which reverse charge calling service is the most accessible in Australia?

1800-Reverse. It’s the only reverse charge calling service accessible from Telstra, Optus, Virgin and Vodafone mobiles when you’ve used all your credit OR your prepaid recharge period has expired. 1800-Reverse can be called from prepaid SIMs which are inactive / deactive on Telstra, Optus, Virgin and Vodafone. 1800-Reverse can also be reached from payphones and standard fixed lines.  Save it in your phone contacts, it’s your ultimate Plan B. 

What customer action is required for call charges to apply?

After you receive a 1800 Reverse call, the only way you can be charged is if you choose to accept the charges by pressing 9 on your phone key pad and the call is connected. You must provide us with express consent by pressing the 9 key. You cannot be charged if you receive a 1800 Reverse call and it goes to voicemail or is unanswered.

Why can't my number receive 1800-Reverse calls?

There are 3 reasons why your number may be unable to receive 1800-Reverse calls...

  1. You have requested that 1800-Reverse block your number
  2. Your number has been blocked by 1800-Reverse due to excessive use or misuse of the service
  3. Your fixed line or mobile number does not allow us to bill 1800-Reverse calls. On mobiles, your mobile provider and plan must be capable of receiving premium SMS or carrier billing charges. On fixed lines, you must have a Telstra service which is not blocked from receiving international calls. Blocking international calls on your fixed line will also block all reverse charge calls.

Call our Customer Service Team if you have any questions or wish to check your number status.

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