How to Get, Swap or Troubleshoot a SIM Card

Have a query, need to swap or experiencing an issue with your SIM card?  The following info should help!

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Will I get a SIM card with my delivery?

Yes. If you've ordered online or over the phone we'll send you a new SIM card to go with your new device. Even if you already have an active SIM with us.

How to activate or replace my service / SIM card

Once you receive your new SIM card you can transfer your service and phone number over to it by following these guides.

Who can complete a SIM card replacement?

  • If you are the account holder, you can either visit the local 'yes' Optus store or call customer service to complete a SIM card replacement
  • If you only have the service level PIN access, you can complete the SIM card replacement by calling customer service

Where can I get a new SIM card?

To get a new or replacement SIM card for your mobile device, tablet or USB modem, simply bring with you 100 points of ID to your local 'yes' Optus store.

You need to be the account holder for your local store to complete a SIM replacement. SIM cards can also be purchased from selected Optus authorised retailers


What if I need a different kind of SIM card?

To get a different size or a different type of SIM card for another mobile device, tablet or USB modem, simply bring with you 100 points of ID to your local 'yes' Optus Shop

You'll need to be the account holder for your local store to complete a SIM replacement.

I'm not sure what type of SIM I need?

No worries, take your device to your local 'yes' Optus Shop or check out our awesome Mobile Device Help Site to find out what you need.


Can I keep my number If I change my SIM card?

Yes! As long as your number is still active with us, we can transfer your existing service details and number over to a new or replacement SIM or you can do it online, following these guides:


What if I have a faulty SIM card?

Take the problem SIM and your device into a 'yes' Optus Shop. If we can't fix the SIM, we'll replace and activate a new one for you, free of charge!

I can't get to a shop, can I have a replacement sent to me?

Those with special needs or those living in rural or regional areas, call us on 133 937 and we'll walk you through your options.


My SIM card won't activate, what do I do?

1) If your activation request was successfully submitted but your SIM is not working

Some things to try before calling us:

  • Have you allowed enough time for activation to complete? It can take 15 min to 4 hours unless porting outside of business hours (times below)
  • Switch your device off and on again (or if a USB modem, disconnect it from your computer) every now and then
  • Sync your device with any companion software that it may have (eg. iTunes, Kies, etc.)
  • Remove and re-insert your SIM card and ensure it's seated correctly in your device

Give us a call if you need help, our contact details are at the base of this page.

2) If your request to activate has failed or produced an error message

Double check or try the following:

  • You're entering the SIM card number and any other requested details correctly
  • You're activating the right type of SIM for your service. (eg. a Prepaid SIM for a Prepaid service)
  • Likewise for Mobile Broadband / Mobile Phone as these SIM cards are not interchangeable
  • Removed and re-inserted your SIM card and ensured it's seated correctly in your device
  • If porting, make sure that you're entering your previous service provider's account and personal details correctly. 

Give us a call if you need help, our contact details are at the base of this page.


Porting times

Activation normally occurs within 15 minutes to 4 hours, unless you're transferring (porting) your number over from another phone company outside of these times.

  • Mon to Fri: 8am - 8pm
  • Saturdays: 10am - 6pm

If you request to port your number outside these hours, your service will remain active with your existing provider until the next porting day.


We're here to help

For Prepaid activation assistance

Have your SIM card number and personal details handy, insert your new SIM card and call us on 555 (it doesn't need to be active to reach us on this number) or 1300 555 002  from another phone.

For Postpaid (billed service) activation assistance

Have your SIM card number and personal details handy and call us on 1300 300 562 for help.

Or visit us in-store

Click the store locator button to find your nearest 'yes' Optus Shop.

Store Locator