To minimise the inconvenience of having your mobile in for repair, we may offer a loan phone for the period your device is out of action.
Before you request a loan phone
All information will be wiped from your phone's memory while it's in for service, therefore it's important that you disable the Google Factory Reset Protection or Find my iPhone features, back up your SIM card and your personal data, including: contacts, messages, pictures, music, etc.
Ensure that you remove your SIM Card and any working removable memory / data cards from your device before submitting it to us for repair
We can request a loan phone to be sent to your address, together with a pre-addressed satchel for you to send your device to the service centre for repair
It will take approximately 1-2 business days for the loan phone and satchel to reach you (up to 5 days for regional areas)
Step 2: Once you've received your loan phone and return satchel
Remove your SIM card from your device and insert it into your loan phone (following the enclosed instructions)
Send your device to us for repair using the accompanying pre-addressed satchel and taking it to an Australia Post outlet
We'll keep you updated via SMS on the status of your repair. You can also track the repair status of your device by clicking here
The typical timeframe for a repair / service depends on the type of handset, the problem and what is required to conduct the repairs. We find that approximately 80% of service / repairs are completed within 5-10 business days
Step 3: Repair and return
Your repaired device will be returned to you by mail with a pre-addressed satchel so that you can return your loan phone
Remove your SIM Card, disable the Google Factory Rest Protection or Find my iPhone features and delete all of your personal settings, contacts and media from the loan phone
Use the recently received pre-addressed satchel to return your loan phone to us. We recommend that you return the device to us as soon as possible (within 7 days)
Important! Loan phones are not held in stores and one will need to be ordered for you. It may take up to 3 business days to arrive in-store. You will need to hand in your faulty device for repair before the loan phone order can be placed.
Step 1: Organise your repair and request a loan phone
Our staff can assist you in organising your repair
We'll keep you updated via SMS on the status of your repair. You can track the repair status of your device by clicking here
The typical timeframe for a repair / service depends on the type of handset, the problem and what is required to conduct the repairs. We find that approximately 80% of service/repairs are completed within 5-10 business days
You may be eligible for a loan phone during this period. Please talk to our Retail staff to find out more
Step 2: Pick up your repaired device and return your loan phone
The staff at the 'yes' Optus store will contact you to arrange collection of your repaired handset when it's back from the Optus service centre
Before returning to the store, perform a factory reset on your loan handset and disable the Google Factory Rest Protection or Find my iPhone features so that all of your personal information, contacts etc. are removed
Please ensure that you pick up your repaired device and return the loan handset to the 'yes' Optus store within 7 days
Before returning a loan phone, you'll need to make sure that any accounts or locks on the device are removed. While we have listed the steps below, they may vary from device to device. If this is the case, then you may need to visit the manufacturer’s website directly for further information.
If You Have An Android Device
You'll need to remove your Google account, disable the Google 'Factory Reset Protection (FRP)' and also disable 'Find My Phone' features. Samsung Android users must also sign out of Samsung or Google Account and TURN OFF the Samsung Activation/ Reactivation Lock.
Important! The Factory Reset Protection feature is always enabled on your device as long as you have an active Google account. To disable it, you must remove your Google account.