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
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.