SIM replacement & activation help

If you’re having difficulty activating or replacing your SIM card, try our troubleshooting tips below;

SIM not active

It can take between 15mins and 4 hours for a SIM to activate.  If it's still not active, try these steps or note the porting hours below: 

  • Periodically turn your device off and on
  • Remove and re-insert the SIM card to make sure it is seated correctly
  • Sync your device with any companion software/cloud service that it may have. See device guides for help

If you request a port / switch to Optus outside of these hours, your service will remain active with your existing provider until the next porting day:

  • Monday to Friday, 8am - 8pm AEST
  • Saturday, 10am - 6pm AEST (except national public holidays)

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SIM failure or error message

Check the following:

  • The SIM card number and any other requested details are entered correctly
  • If porting, make sure you’ve entered your previous service provider's account and personal details correctly
  • You're activating the right type of SIM for your service:
    • Prepaid SIM for a Prepaid service
    • Mobile Broadband SIM for a Mobile Broadband service, etc.

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Need a different size SIM card?

Most SIMs that we provide can be punched out to fit most phones, however if you need a different size:

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