FAQs & Support

Setting up Sidekick is simple. Download the My Sidekick App and log in to your account. Once logged in, you will see the Sidekick devices linked to your account. From there, you can select your child’s device and set up your trusted contacts. Once the device is charged and your subscription is active, your family is ready to use Sidekick.

The My Sidekick App is required to operate your Sidekick device. It is available for iPhone through the App Store and for Android phones through Google Play.

Yes. An account is automatically created when you purchase your Sidekick. Your email address is used to log in to the app. Your child does not create their own account. The device is linked to the parent or guardian account in the My Sidekick App.

Your subscription is activated when your Sidekick account is set up in the My Sidekick App and your device is connected to your account. If you choose a plan at checkout, the subscription is created as part of the purchase process. Alternatively, you can select your plan during the app set-up process.

Your child can start using Sidekick once the device is charged, turned on, connected to your account, and your trusted contacts have been added. It is a good idea to test it at home first, so everyone is familiar with what the buttons do.

Your Sidekick device is supplied with a SIM card and a lanyard designed to make it easier to attach to a bag, bike, clothing or water bottle. It also comes with a charger and cable specifically designed to ensure your Sidekick is waterproof.

No. Sidekick is supplied with its own SIM card. Connectivity is included as part of your subscription, so you do not need to organise a separate mobile plan.

The front button is used to make and receive calls. When your child presses the front button, Sidekick calls their first trusted contact. If that person does not answer, Sidekick can continue through the approved contact list until a call is answered. If an approved contact calls Sidekick, your child can answer by pressing the front button. Only approved contacts can call the device.

If a call goes through to voicemail, it is treated as an answered phone call. This means Sidekick will not continue calling the next trusted contact once voicemail answers.

If Sidekick calls a trusted contact and the call goes to voicemail, it is treated as an answered call. To reduce this risk, trusted contacts can increase how long their phone rings before voicemail answers. This is done on the trusted contact’s own mobile phone.

Common Australian examples include:

After entering the code, the phone should show a confirmation message. If the code does not work, check with your mobile provider for the correct voicemail or call-divert settings.

For iPhone users, Apple Live Voicemail may also affect how quickly voicemail answers. If the ring time will not extend, check the iPhone Live Voicemail setting.

The top button sends a call request notification. It does not make a call by itself. It lets your child ask Mum, Dad or another trusted contact to call them back. One long press sends a call request to Contact 1. Two presses send a call request to Contact 2. You set up Contact 1 and Contact 2 through the My Sidekick App.

You can check your child’s Sidekick location through the My Sidekick App. Open the app, select your child’s device, and view their current location on the map. Location accuracy can vary depending on GPS signal, mobile coverage, buildings, indoor areas and other network conditions.

Your child can press the bottom button on their Sidekick device to share their current location with you. This is useful for simple everyday check-ins, such as letting you know they have arrived at school, sport or a friend’s house. Sidekick is designed to give children a little more independence, while still giving parents peace of mind. When the location is sent, you will receive a notification in the My Sidekick App.

Sidekick can be turned off through the My Sidekick App. Go to your account, select your child’s device, then use the On/Off button.

To turn Sidekick on manually, press the CALL button for 1 second. The LEDs will flash rapidly. Sidekick can also turn on automatically when connected to the magnetic USB charging cable.

To turn Sidekick off manually, press and hold the side button and the SOS button together for 3 seconds, until the LEDs turn off.

No. Sidekick does not have flight mode. Please turn the device off before flying, and turn it back on once it is safe to use again.

Sidekick is designed to be simpler than a smartphone or smartwatch. It has no screen, social media, games, camera, internet browsing or messaging apps. That said, every school has its own rules about mobile devices. Some schools may still require Sidekick to be switched off, kept in a bag, or handed in during the school day. We recommend checking your school’s device policy before sending Sidekick to school.

Trusted contacts are the people you approve to communicate with your child’s Sidekick device, such as Mum, Dad, grandparents, carers or other trusted adults. Only approved trusted contacts can call the device.

You can add up to 5 trusted contacts. Sidekick is designed to keep communication simple, so your child does not have to manage a long contact list.

Trusted contacts are managed through the My Sidekick App. Open the app, select your child’s device, then go to the contacts section to add, remove, update or reorder trusted contacts. Contact 1 is called first when your child presses the front button, so we recommend putting the person most likely to answer first.

No. Only approved trusted contacts can call the device. Calls from numbers outside the approved contact list are blocked.

Sidekick uses the Telstra mobile network in Australia. Coverage depends on Telstra network availability, signal strength and local conditions. Like any mobile device, Sidekick may not work in every location, especially in areas with limited or no mobile coverage.

No mobile device works everywhere. Sidekick depends on mobile coverage, GPS signal and local network conditions. Calls, location updates and app instructions may be delayed or may not work in areas with poor signal, such as indoors, underground, remote areas, or places with weak mobile coverage. Before relying on Sidekick in a particular area, we recommend checking whether Telstra coverage is available there.

Yes. Your child’s Sidekick location is only visible in the My Sidekick App to the authorised parent or guardian account holder. Location data is used to provide the Sidekick service, support the device and app, keep the service secure, and meet legal obligations. For more detail, please see our Privacy Policy.

Sidekick is designed to minimise the personal information collected about children. Children do not create their own accounts, and we do not collect your child’s name, email address, date of birth or photo. The device is linked to the parent or guardian account, and the device identifier is used to provide the service. For more detail, please see our Privacy Policy.

No. Your child’s Sidekick location can only be viewed through the authorised parent or guardian account in the My Sidekick App. Access is controlled through the account, so it is important to keep your login details secure.

Sidekick only shares information where it is needed to operate, support, secure or improve the service, or where required by law. This may include selected providers such as payment, SIM, mobile network, hosting, delivery and technical support providers. We do not sell personal information or share it with third parties for their own marketing purposes. For more detail, please see our Privacy Policy.

Sidekick offers three plan options: Flex, Monthly and Annual. You can view the current plan details on the SIM Plans page.

Billing starts once your Sidekick device is activated through the app. If you choose a plan at checkout, the subscription is created as part of the purchase process, but it is not activated for use until your account and device are set up in the My Sidekick App.

Cancellation terms depend on the plan you choose. You can manage your subscription through the My Sidekick App or by contacting us at support@mysidekick.com.au. Where cancellation is available, it will usually take effect at the end of the current billing period.

Payment details can be updated through your account in the My Sidekick App. You can access this under your account settings.

First, make sure the Sidekick device is charged and turned on, your subscription is active, the device is in an area with Telstra mobile coverage, and trusted contacts have been added in the My Sidekick App. Also check that the contact numbers are correct. If the device still cannot make a call, restart it and try again. See the question “How do I turn the Sidekick device on and off?” for restart instructions.

Location updates depend on GPS signal, mobile coverage and where the device is being used. Make sure the device is charged and turned on, check that it has mobile coverage, move it somewhere with a clearer view of the sky if possible, then restart the device and check the app again after a few minutes. See the question “How do I turn the Sidekick device on and off?” for restart instructions.

Try restarting the device first. If it still does not respond, place it on charge and leave it connected for a while before trying again. If the issue continues, contact us at support@mysidekick.com.au. See the question “How do I turn the Sidekick device on and off?” for restart instructions.

To help us respond faster, please include your name, the email address used for your Sidekick account, your order number if available, your child’s device name, a short description of the issue, and a screenshot from the app if useful.

Email us at support@mysidekick.com.au. We’re a small Australian team and we’ll help as soon as we can.