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 15mins and 4 hours for a SIM to activate.  If it's still not active, try these steps or note the porting hours below: 

  • 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/cloud service that it may have. See device guides for help

If you request a port / switch to Optus outside of the hours listed below, your service will remain active with your existing provider until the next porting 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:

  • The SIM card number and any other requested details are entered correctly
  • If porting, 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 SIM for a Mobile Broadband service, etc.

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Need a different size SIM card?

Most SIMs that we provide can be punched out to fit most phones, however if you need a different size:

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$2 (12 Month Mobile Plan) SIM activation

If you purchased a $2 (12 Month Mobile Plan) SIM from a Non-Optus store, you will need to activate it via and follow the prompts.

Things to note:

  • You will need to complete a credit check (two forms of ID required)
  • Allow up to six hours for the new service to be activated. This may take longer if you are bringing your number from another provider
  • If you need help while completing the order, webchat is available during the online process

If you need help finding your SIM number, please see the image below:

SIM Image

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