How to Troubleshoot a SIM Card

This article provides all the information you need if you're having issues with your Mobile Phone, Mobile Broadband or Home Wireless Broadband SIM card.

SIM active but not working

Once you've submitted an activation request, it can take 15 minutes to 4 hours to activate a SIM card.

Are you porting?

If you're porting your number, then this request will be completed Monday to Friday (8am - 8pm EST) and Saturday (10am - 6pm EST) (except national public holidays). If you request a port outside of these hours, your service will remain active with your existing provider until the next porting day.

What should I do?

We recommend trying the following,

  • Periodically turn your device off and on
  • Remove and re-insert the SIM card to make sure it is seated correctly

For Postpaid (Billed) activation assistance, call us on 1300 300 562. Remember to have your SIM card number and personal details handy.

For Prepaid activation assistance, insert your new SIM card into your device and call us on 555 (your SIM card does not need to be active to call this number) or 1300 555 002 from another phone. Remember to have your SIM card number and personal details handy.

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SIM did not activate (it failed / had an error message)

Are you porting?

If you're porting your number, then your personal details and account details must match exactly to the details held by your existing service provider.

What should I do?

We recommend trying the following,

  • Check you are entering the SIM card number and any other requested details correctly
  • Check you have the right SIM for the type of service (e.g. a Prepaid SIM for a Prepaid service)
  • Check you have the right SIM for the type of product. Mobile Phone and Mobile Broadband and Home Wireless Broadband SIM cards are not interchangeable.
  • Remove and re-insert the SIM card to make sure it is seated correctly

For Postpaid (Billed) activation assistance, call us on 1300 300 562. Remember to have your SIM card number and personal details handy.

For Prepaid activation assistance, insert your new SIM card into your device and call us on 555 (your SIM card does not need to be active to call this number) or 1300 555 002 from another phone. Remember to have your SIM card number and personal details handy.

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I need to replace my SIM

Pick up a SIM card at your nearest Optus store (just remember to bring 100 point of ID).

If you can't get to a store as you have special needs, or are living in a rural / regional area, give us a call and we can explain your options to you.

Call us on 13 39 37

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