Activation/Transfer My Number

It's important to make sure the information you provided on your request to Woolworths Mobile exactly matches the information recorded on the existing Service you want to transfer.  You can only transfer a mobile number that is in your name. It's important to enter your details exactly as they appear on your chosen form of ID. If you're unsure, please contact your existing Service Provider to verify the details.

Porting from a Pre-paid account: If the mobile number you want to transfer is not associated with DOB, then you won't be able to port in this number as it must belong to the person who is signing up.

Porting from a Postpaid account:  the mobile number you want to transfer must be associated with the Account Reference Number you have provided from your existing service provider.

Credit checks -  if you are using a passport as your ID document (this can be: Australian Driver Licence, Australian Passport or international passport with Visa) and it includes a middle name, you must also include that in your credit check information.
 

Steps to resubmit your request:
Step 1: Log into your account on the Woolworths Mobile App. If this is your first Service with Woolworths Mobile, then simply enter the number you want to transfer and the password you have set up.
Step 2: Tap on the mobile number in red to resubmit the transfer request. 
Step 3: If you entered the wrong number, simply amend the number in 'Existing phone number'
Step 4: Find and tap on the current service provider your mobile number is currently with.
Step 5: If your existing service is Prepaid, tap ‘Submit'
Step 6: If your existing service is Postpaid, tick the box. Tap and enter your Account Reference Number then tap ‘Submit’
Step 7: If successful you will see 'your request has been submitted successfully'. Tap ‘Done’

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You are assigned a bill cycle during signup. You will start being billed once your service is activated.
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This document outlines what we are doing to protect a customer's mobile number.

The Telecommunications (Mobile Number Pre-Porting Additional Identity Verification) Industry Standard 2020 was recently introduced to protect a customer’s mobile number and ensure telecommunication providers comply with new legislation. Information regarding this new legislation can be found here.
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The new industry standard was created to:
(a) prevent the unauthorised porting of mobile service numbers;
(b) reduce harm to customers from the unauthorised porting of mobile service numbers; and
(c) require gaining carriage service providers to take reasonable steps to confirm that the person requesting a port:
(i) is the rights of use holder of the mobile service number to be ported; and
(ii) has direct and immediate access to a mobile device associated with that mobile service number
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Woolworths Mobile has introduced new identity verifications measures to verify the identity of the person making a porting request, prior to the mobile service number being ported.

During our signup and activation process, we will send you a 6 digit code to the mobile number you want to port to Woolworths Mobile. You will only be able to proceed if you can successfully validate that 6 digit code.
 
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If a customer is not able to receive and successfully validate the 6 digit code, we will require 2 forms of primary Government Issued Identification in order to review your request to port your number to Woolworths Mobile.

Woolworths Mobile will then review your identification and either approve or decline your request to port your number.
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In the event that you suspect your mobile service number has been fraudulently ported you should immediately report the activity to the Australian Federal Police or the relevant State or Territory Police; and government services that support customers whose mobile service number is the subject of an unauthorised port. You should also contact your previous service provider and advise your mobile number has been ported without your authorisation and to request a port reversal.
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Yes. You can purchase a recharge and apply it to your SIM during the activation process. Recharge vouchers can be purchased at participating Woolworths, Big W, BWS and Woolworths Caltex Petrol sites.
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Absolutely! You can easily transfer your current number from your current service provider to Woolworths by simply selecting this option as part of the activation and signup process. There is no need to contact your current service provider as the porting process will take place automatically.

It's important to note that your current number must be active for porting to be successful and any requested information (e.g. date of birth, account number) must exactly match your current service provider's records.

If Woolworths has already allocated a new mobile number to you as part of the sign up process, you may not elect to port an existing mobile number from another service provider to replace it.

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Porting normally occurs within 4 hours, unless you're transferring (porting) your number to Woolworths Mobile from another Service Provider outside the Standard Hours of Operation, which are:

Mon to Fri: 8am - 8pm AEST

Saturdays: 10am - 6pm AEST

National Public Holidays: Closed (Ports are not processed on these days)

If you request to port your number outside these hours, your service will remain active with your existing provider until the next porting day. If your existing service remains inactive it maybe your previous Service provider is experiencing some delays, they will be able to help you with more information regarding this.

The Mobile Number Portability Industry Code states that 90% of ports must be completed within 3 Standard Hours of Operation and 99% completed within 2 Business days.

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To activate your mobile service you may need the following:


1.  Your Woolworths Phone Plan SIM card or Woolworths Starter pack
2.  A valid form of ID (Australian Drivers Licence, Australian Passport, Medicare card or International Passport & Visa)
3.  A credit or debit card to set up you monthly payments
4.  If you are wanting to bring your number to Woolworths,  make sure your number is in your name and have your details (Date of birth/Account reference number) on hand. 

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Activating your service may take up to 24 hours.

If you are porting, it usually depends on your current mobile carrier. The Mobile Number Portability Industry Code states that 90% of ports must be completed within 3 Standard Hours of Operation and 99% completed within 2 Business days.

Please note that Standard Hours of Operation are 8am to 8pm Monday to Friday, and 10am to 6pm on Saturdays (AEST). Porting is not available on Sundays and most public holidays. We will send you an SMS once your service is active with Woolworths Mobile.

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The easiest way to activate is online. Simply click here and follow the steps. If you activating a Starter Pack you will need the following handy: 


1.  A valid form of ID (Australian Drivers Licence, Australian Passport, Medicare card or International Passport & Visa)
2.  A credit or debit card to set up you monthly payments
3.  If you are wanting to bring your number to Woolworths, make sure your number is in your name and have your details (Date of birth/Account reference number) on hand. 

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If Woolworths has already allocated a new mobile number to you as part of the sign up process, you may not elect to port an existing mobile number from another service provider to replace it.
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If you are signing up to one of our SIM only or Phone Plans online, press the “Save for Later button” and a link will be emailed to you which you can use to continue your order once you have the device with you.

If you are activating a Starter Pack, end the order and restart when you have the device with you.
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The Rights of Use (ROU) holder is the person that is named as the account holder with the current service provider.

If you are on a plan, you are the ROU holder if you are the person with a contractual relationship with the service provider and to whom the service provider issued the mobile number. Usually this means your name appears on the account.

If you have a Prepaid service, you are the ROU holder if you are the person registered with the current service provider and whom the service provider issued the mobile number.
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In this scenario if it's a new service we cannot complete the order the customer will have to try again once the device is in hand. If it's a second service please contact our support team where one of our members will happily assist you.
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No, we will only attempt to port your number from your existing service provider once you have receive and activated the SIM card from Woolworths Mobile that we delivered to you. If you purchased a SIM card from the store and have activated it, then we have started the porting process which can take 2 - 48 hours to complete.

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Yes, if you are porting multiple mobile numbers for 1 account we will send a porting verification code for each individual number.
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Once a new number has been selected and allocated, we cannot allocate your existing number anymore.
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Turn the phone off and on again and it should work, alternatively remove and insert the SIM card again.
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2 - 4 hours usually but can take up to 48 hours as well. Once porting has been completed you will receive an email regarding the status of the porting request.
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If you are having trouble receiving the SMS one time verification code. Call us on 1300 513 661 to assist you in bringing your existing mobile service number to Woolworths Mobile.
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No, when a service is disconnected, you no longer have the rights to the mobile number. A port cannot occur if a service is disconnected.
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Yes, if your service has been suspended you still have the rights to the mobile service number and you can request to port your mobile service number. Porting, however, does not cancel any contract obligations you may have with your current network provider.
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Number portability lets you keep your number when changing from one service provider to another. Taking your mobile number to another network provider is known as ‘porting’.

If you request to port your number to Woolworths Mobile from your existing service provider, Woolworths Mobile will attempt to have this request granted. However, should there be any issues, Woolworths Mobile will notify you via email regarding the status of your request to port the mobile number.

It’s important that you don’t disconnect your service as only an active service can be ported.
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