Activation & getting started

Yes, you can keep your existing mobile number regardless of whether you take up a month-to-month plan or a Pre-Paid plan.

Yes, when you switch your mobile service over to Telstra we’ll give you a new SIM card, which may need to be activated. It’ll have the same service number if you requested to transfer your current number. 

You’ll need to provide the following details to transfer your service: 

• The mobile number you want to transfer
• What type of service you’re transferring from (either a service with monthly billing, or a Pre-Paid service)
• For services which are billed, we’ll need your telecommunication provider’s account number (you can find this on your most recent bill, or if you’re heading to a Telstra shop, bring your most recent bill with you)
• Your date of birth (if you have a Pre-Paid service, it’s important that your date of birth is the same as your current provider to avoid delays in transferring the number)
• Your name and address
• An alternate contact method (e.g a different contact number or email address) where you can be reached during the transfer
• 100 points of ID

Good to know: Make sure the details you provide match your details with your previous provider. Incorrect or mismatching details may delay the transfer. If we have any issues with your request, we’ll send you a text message with your order number, and ask you to reply. 

Before you can transfer your service to Telstra, we’ll send you an SMS as part of the pre-port verification process. The number that you want to transfer to Telstra needs to be active with your current telecommunication provider at the time of transfer. You’ll be able to use your existing service during the transfer process, and once it’s complete, your old service will be automatically disconnected. 

Either the account number or date of birth you gave didn’t match those with your existing provider. This has delayed your transfer to Telstra. To finish transferring to us, you’ll need to:

• Contact your current provider to confirm the date of birth or account number they have
• Respond to our text message and provide the updated details 

Once that’s done, we’ll send you a confirmation that your Telstra transfer is back under way.

When you move your mobile number to Telstra, the current provider you’re switching from will cancel your mobile service with them. Once your current provider does this, you may have to pay them an Early Termination Charge when you transfer to Telstra. 
 
You may also have to pay any remaining device or accessory payments you have outstanding with that provider. It’s a good idea to check with them before placing the order.

Yes. In line with new telecommunications regulations, we’ve updated our fraud prevention measures to help stop anyone from trying to transfer your number without your permission.

We’ve added an extra security check to our online ordering process. If you’re transferring your number to Telstra, we won’t complete the transfer until we know it’s you. 

Please immediately contact your current service provider. There is no need to contact Telstra as we cannot cancel it for you, as the number is in transit and is therefore not in Telstra’s systems yet.

If you suspect your service has been fraudulently transferred (including if you suspect that it has been transferred without your permission), you should immediately contact your current provider, and the Australian Federal Police or the relevant State or Territory Police immediately to report that activity.  You should also immediately report that activity to Scamwatch or IDCARE. There’s no need to contact Telstra; we cannot cancel it for you as the number is in transit and is therefore not in Telstra’s systems yet.

From 30 April 2020, we’re legally required to confirm that all customers transferring (a.k.a porting) to Telstra from another carrier have legitimate access to the mobile service that they want to transfer. 

This pre-port verification (PPV) authentication process has been implemented industry-wide to protect you and limit fraud, as it ensures that the person requesting the transfer has access to the service phone number.

When porting your mobile service from another telco carrier to Telstra, you’ll be required to provide the following:

• PPV code 
• Your Telstra Account Number (Post-Paid customers) or date of birth (Pre-Paid customers) 
• The mobile number being ported in (via a device capable of receiving SMS messages) 

You’ll receive a 6-digit PPV code via SMS to the mobile number being transferred. The Telstra representative completing the port of your service will use this code to verify your request.  

PPV helps us protect customers from fraud by confirming the legitimacy of a port request before it’s completed. Ensuring that a customer has access to the mobile service they’re requesting to port helps reduce the risk of fraud from illegitimate porting.

I don’t want to complete the PPV process. What happens to my order if PPV isn’t completed?

Not only is PPV a legal requirement, but it’s designed to protect customers from fraud. We need you to complete the PPV process to protect all our customers. Your mobile service will not be ported to Telstra without successful completion of the PPV process. 

My phone is damaged and it therefore cannot receive the SMS code. What do I do?

Please come to any Telstra store and we’ll lend you a phone so that you can receive the SMS code. Alternatively, you can insert your SIM into another compatible phone.

I’ve lost my mobile phone and/or SIM card, so I can’t receive the SMS code. What do I do?

You can still verify in any Telstra store using personal identification. All documents sighted must be valid and not expired, other than an Australian passport:

• Two Category A documents identifying you
• One Category A document and two Category B documents, identifying you

Category A documents

Category B documents 

I don’t have cellular coverage to receive the SMS code. What do I do?

Many carriers can now send an SMS over Wi-Fi. Please try connecting to Wi-Fi and then ask us to resend the code.

I accidentally deleted my SMS code/I never received the code. How do I get a new code?

Don’t worry, we can send you another. You can even request another code yourself through our online shop.

I want to transfer a device that cannot receive an SMS or call. What do I do?

Please contact us to discuss your options. 

My code no longer works. What do I do?

Your SMS code only works for 24 hours. Don’t worry though, we can send you another. You can even request another code through our online shop. 

I’ve entered my code incorrectly too many times online, or resent the SMS code too many times online. What do I do?

Don’t worry, please contact us for help. Alternatively, you can just wait 24 hours and then try again later.