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 phone is out of action.

You can request a loan phone...


Before you request a loan phone

  • Be sure to read our companion article on repair and servicing
  • All information will be wiped from your phone's memory while it's in for service, therefore it's important that you 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.

Before you return a loan phone - Important

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. While we have listed the steps below, they may vary from device to device. If this is the case with your device, then you may need to visit the manufacturer’s website directly for further information.

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.

To remove your Google account from your device:

  1. From any Home screen, touch Apps > Settings

  2. Touch Accounts > Google

  3. Touch your Google account, and then touch More > Remove account

To remove Google FRP Activation Locks:

  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

To remove Google FRP Activation Locks remotely on PC:

  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

To disable Find My Phone:

  1. From any Home screen, touch Apps > Settings

  2. Touch Security

  3. Change Remote Control to “off”

  4. Ensure Reactivation Lock is NOT ticked

Samsung Android devices - Sign out or remove your Samsung Activation/ Reactivation Lock:

  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

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If You Have an iPad or iPhone

You'll need to disable the Find My iPhone and Activation Lock:

  • Tap Settings > iCloud. Scroll down and tap Sign Out. In iOS 7 or earlier, tap Delete Account
  • Go to Settings and tap General > Reset > Erase All Content and Settings

To disable the Find My iPhone and Activation Lock remotely on Mac:

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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Call us

Step 1: Phone us on 133 937

  • 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 & return 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
  • Within approximately 3 weeks, you'll automatically receive a second pre-addressed satchel so that you return your loan phone

Step 3: Repair and return

  • Your repaired device will be returned to you by mail
  • Remove your SIM Card 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)

Visit us in-store

Step 1: Organise your repair and request a loan phone

  • Visit your local 'yes' Optus store with your faulty device
  • Our staff at the 'yes' Optus store can assist you in organising your repair and help organise a loan phone (subject to availability)
  • 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


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 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