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 15 minutes and 4 hours for a SIM to activate, try the following:

  • 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 that it may have (e.g. iTunes, Kies, etc.) For device help, click here

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SIM not active: Switching number to Optus

If you request to switch your number to Optus outside of the hours below, your service will remain active with your existing provider until the next business 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:

  • SIM card number and any other requested details are entered correctly
  • If you are switching your Prepaid number to Optus, 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 / Mobile Phone SIMs are not interchangeable

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Need a different size SIM?

If you need a different size SIM, pick one up at your nearest Optus store. Remember to bring 100 points of ID.

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

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If you still need help, chat with us.