What to do if your mobile number transfer fails

This is usually due to a mismatch in the information provided to us and that held by your current provider. Your number may have already been cancelled, or you might have given us the wrong number. 
 
When porting a mobile number, we require the following information:

1. Mobile number (the number must be active)
2. Your account type - if you're paying upfront for your plan or top up as you go, you probably have a prepaid account. If you have a month-to-month bill, it's probably a postpaid account
3. If on a prepaid plan: date of birth used to activate the service with your current provider
4. If post-paid (month-to-month): account number of your current provider

We recommend you check these details with your current provider and confirm that your number is still connected as we cannot port a disconnected number. 

Please note: If you’re trying to port a post-paid mobile number currently connected with Telstra, try resubmitting your activation using your Telstra Customer ID (rather than your Account Number).  

You can find your Telstra 'Customer ID' in the Telstra app and on the website. 

1. Go to your Profile
2. Account settings
3. Personal details
4. Your 10-digit Customer ID will be displayed at the bottom of the page

Once you've verified these details, simply login to the Self-Care Portal, update the deatils and resubmit your activation. 

Alternatively, you can call our Mobile Support Team on 137763.