Fix an issue with my Pre-Paid service

If you're having trouble activating your service online, check that the following has been entered correctly:

• Your SIM serial number (13 digits which you can find on your SIM kit packaging)
• Your ID
  • Check your ID is valid (international credit cards are not accepted)
  • Make sure you complete all fields
  • Check your name exactly matches your ID, including any middle initials
  • Your address is entered in the following format: 10 Sample Street, Melbourne 3000

 If you are transferring your existing number to Telstra:

• Make sure you have entered your existing number correctly (10 digits)
• Make sure you are in an area with coverage or are connected to Wi-Fi, as you will need to receive and input a one-time code to verify your number

Check the expiry date on the back of your SIM kit packaging to see if it's still valid. 

If your SIM card has expired or is faulty, you'll need to return it to where you bought it and ask for a refund.