How do I transfer my number to More?

Transferring your mobile number to More

Moving your existing mobile number to More is easy. Understanding what's required and what to expect can help ensure your transfer goes smoothly.

What information do I need to transfer my number?

1. Your mobile number (it must still be active with your current provider)
2. To transfer your existing mobile number to us, we'll need to know the type of service you currently have:

• If you're on a prepaid service: the date of birth used to activate your service with your current provider
• If you're on a postpaid service: the account number associated with your service with your current provider

It's important that these details match the information held by your current provider. If they don't, your number transfer may fail. 

How do I know if my current mobile service is prepaid or postpaid?

The difference isn't always obvious. 

• Prepaid services are typically paid for upfront or topped up as needed.
• Postpaid services are billed month-to-month and may include charges that appear on a monthly bill.

You can view our prepaid vs postpaid provider guide for help identifying your current service.

How can I find my account number?

Depending on your current provider, your account number can usually be found: 

- On your bill

- In your online account

• In your provider's mobile account

Telstra customers

If you're transferring a service from Telstra, you'll need your 10-digit Customer ID. 

To find it: 

1. Open the Telstra app or website 
2. Select Profile
3. Go to Account settings
4. Select Personal details
5. Your Customer ID will be displayed at the bottom of the page

How do I transfer my number?

Once your SIM or eSIM is ready for activation, simply: 

1. Log in to the Customer Portal
2. Navigate to Mobile and select SIM Activation
3. Select Activate on your mobile service and follow the prompts

If you're transferring an existing mobile number, you'll be asked to provide the details listed above during activation.

When are number transfers processed?

Mobile number transfers are typically processed: 

• Monday to Friday 8:00am to 8:00pm (AET)
• Saturday 10:00am to 6:00pm (AET)

If you submit your activation request outside these hours, your transfer will begin during the next available processing window. Your service will remain active with your current provider until the transfer starts.

How long does a number transfer take?

Most mobile number transfers are completed within minutes and often on the same day.

In some cases, it can take up to 2 business days for the transfer process to begin, depending on your current provider and whether the information supplied can be verified successfully.

What happens after my number transfer is complete?

We'll let you know once your mobile service is active and any next steps.

There may be a brief interruption to your service while the transfer takes place.

If you're using a physical SIM:

• Insert your new SIM card into your device and restart your phone once your activation is complete

If you're using an eSIM:

After activating your service, we'll send you instructions on how to download and install your eSIM on your compatible device. You'll need to complete this step before you can use your service.

What if my number transfer fails?

A transfer may fail if the information provided doesn't match the information held by your current provider. Common issues include: 

• Incorrect mobile number
• Incorrect date of birth for prepaid services
• Incorrect account number for postpaid services 

If your transfer is unsuccessful, review your details in the Customer Portal and try again. 

Need help?

If you're experiencing issues transferring your number, our Mobile Activation team can help. Contact them on 1300 797 334 for assistance.