Help & FAQs

What to do if your mobile number transfer fails

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This is usually due to a mismatch in the information provided to us and that held by your current provider.

When porting a mobile number, we require the following information:

1. Mobile number

2. If on a prepaid plan: date of birth used to activate the service with your current provider

3. If post-paid (month to month): account number of your current provider

Please note: If youre 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). Your Customer ID can be found in My Telstra App.

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.

Once youve verified these details, simply login to the Self-Care Portal, update the details and resubmit your activation.

Alternatively, you can call our Activation Hotline on 1300 797 334.

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