Mobile Device Repairs: Loan Phones

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

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Requesting a loan phone over the phone

Step 1: Phone Us

  • Call Customer Service

    Call us on

  • 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)

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Requesting a loan phone in-store

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

  • Visit your local 'yes' Optus store with your faulty device
  • 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

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Before you return a loan phone - Important

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.

  1. From any Home screen, tap Apps > Settings

  2. Tap Accounts > Google

  3. Tap your Google account, and then tap More > Remove account

  1. Tap Apps > Settings > Accounts > Google

  2. Select your Google Account

  3. Tap Sign In and Security> Device Access and Notifications

  4. Scroll to Recently Used Devices and select desired device

  5. Tap Remove

  6. Tap Settings > Accounts > Backup and Reset > Factory Data Reset

  1. Go to www.google.com in any device and sign in with your google account

  2. Go to My account settings

  3. Go Device activity and notifications and click Review devices

  4. Click desired device

  5. Click Remove

  1. From any Home screen, tap Apps > Settings

  2. Tap Security

  3. Change Remote Control to “off”

  4. Ensure Reactivation Lock is NOT ticked

  1. Tap Apps > Settings > Accounts > Samsung account

  2. Select your Samsung Account

  3. Select Find My Mobile and turn off or remove

  4. Tap Settings > Accounts > Backup and Reset > Factory Data Reset

If You Have an iPad or iPhone

  1. Tap Settings > iCloud. Scroll down and tap Sign Out. In iOS 7 or earlier, tap Delete Account

  2. Go to Settings and tap General > Reset > Erase All Content and Settings

Sign in to icloud.com/find, select the device, and click Erase. After the device has been erased, click Remove from Account

  • For more information about Find My iPhone and Activation Lock click here
  • For steps on how to disable Find My iPhone and Activation Lock click here
  • You can also check to see if Find My iPhone and Activation Lock have been removed successfully here

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