Using My Service

Data Bank allows you to save your unused included data in a “bank” so you can use it when you need it. It is available on Woolworths Pre-paid Mobile $10, $20, $30, $40 and $50 recharges.

To maintain Data Bank on your Pre-paid service, you must recharge on the same or higher Pre-paid 30 day recharge before credit expiry. Data Bank limit is 200GB as of 18 November 2019, excess data will be forfeited. Your Data Bank balance will also reset to zero if you recharge on a lower value 30 day Pre-paid recharge.

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When you recharge, your unused included data (up to 200GB) will be transferred into your Data Bank balance. To continue to keep and rollover more data, make sure you recharge on the same or higher plan: a $10, $20, $30, $40 or $50 30 day Pre-paid recharge before expiry.

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Data Bank is available on the $10, $20, $30, $40 and $50 Woolworths Mobile Pre-paid recharges

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No. Data Bank is currently only available on your account and cannot be shared between accounts.
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You can bank up to 200GB of unused included data as many times as you like and keep the data for as long as you like as long as you recharge on the same or higher 30 day Pre-paid recharge ($10,$20, $30, $40 or $50 pre-paid recharge) before expiry.
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No, you get to keep the data in your Data Bank balance as long as you continue to recharge on your Woolworths Mobile Pre-paid service on the same or higher recharge before expiry. Data bank is available on the $10, $20, $30, $40 and $50 Pre-paid recharges.
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Yes, you will be notified by SMS when you have used 50%, 85% & 100% of your Included and Bonus data and data add-ons. You will also be notified by SMS when your Data Bank balance reaches 10GB, 5GB, 1GB, 500MB and 100MB.
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You can view your Data/Data Bank balance on the Woolworths Mobile app or My Account portal.
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Moving from a higher to a lower plan will result in forfeiting any save data in your Data Bank.
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For independent information on managing your data, please click here.
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You can change your ring time to 15, 20, 25 or 30 seconds. Using the phone function (not SMS), simply enter the following sequence, then press the call/send button.

*61*61101*15, 20, 25 or 30#

For example, to change your ring time to 20 seconds, enter the following sequence, then press the call/send button.

*61*61101*20#

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Simply go to the 'Auto-recharge Options' tab in the Woolworths Mobile App and follow the prompts to change your credit card details.
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You will receive your first bill 3 to 4 weeks after you activate your SIM. 12 days after this, your credit or debit card will be charged with the amount of your first bill.
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The phone in good working condition means:

  • The phone must turn on and off
  • The phone must be fully functional
  • The screen must be working and intact
  • The touch screen (if applicable) must not be cracked
  • Includes a functioning battery
  • The phone must not have physical or liquid damage
  • Does not have any missing, disassembled, customised or non-genuine parts
  • Has all activation and device locking features disabled
  • Not IMEI blocked
  • The phone was purchased as part of the Woolworths Flexi Mobile Plan
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You can activate your International and Extras Extension to make calls and send messages to international and satellite numbers and use extra services such as video calls and video MMS to Australian numbers, Dial IT Time and Weather, Directory Assistance, and SMS to 13/1300/18/1800 numbers. Choose a limit (in multiples of $10 and with a maximum of $100) up to which you will you can make these calls and use these services. You can activate your International and Extras Extension by contacting our Customer Care team.

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Stay up-to-date with your repayments by simply setting up auto-recharge. Login to the My Account portal or the Woolworths Mobile app by clicking here and follow the steps.

Are you a Postpaid customer and need International Roaming, click here

Before you go - It's a good idea to let us know you're heading overseas for some helpful tips to make sure your service is looked after while you're away.

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For Pre-paid customers:

You can store up to 200GB of Data in your Data Bank. If you accrue more than 200GB of unused data, you will forfeit any data over that limit.

For eligible Postpaid customers:

You can store up to 100GB of Data in your Data Bank. If you accrue more than 100GB of unused data, you will forfeit any data over that limit.

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We'll email you a Proof of Purchase document. You'll also find a copy on the Woolworths Mobile App, simply log onto the app and go to My Account.

You'll be asked for your Proof of Purchase if you have your device repaired under warranty.

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Once you have your new SIM, use the Woolworths Mobile app or the My Account portal to activate in a few simple steps: 

•Open the Woolworths Mobile app on your phone

•Select your mobile number

•Go to “Menu” and select “Settings”

•Select “Change SIM Card”

•Enter the 9-digit SIM serial number printed on your new SIM card, then tap “Change SIM”.

Once submitted, you can insert your new SIM card into your device.

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You will need to back up your old SIM card’s contacts/details first, as the old SIM will stop working once you have activated your replacement SIM. Ensure you have your SIM number which can be found on your new SIM.

The new SIM will be active within 15 minutes to 4 hours and you may need to restart your phone to get connected again. If you need your new SIM card PIN at any time, you can find this in the My Account portal or the Woolworths Mobile app:

•Open the Woolworths Mobile app on your phone

•Select your mobile number

•Go to “Menu” and select “My Details”

•Search for “PUK number”

•The PUK number is also your SIM PIN.

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There are many types of unwelcome calls and messages, including:

  • Hang up calls
  • Silence
  • Hoax calls
  • Unsolicited telemarketing calls/messages
  • Obscene, abusive or malicious calls / SMS or MMS
  • Calls by predictive dialing equipment to randomly dial numbers

If you're receiving harassing calls or messages that are life-threatening, contact the police immediately.  They will liaise with us if they need further information.

For more information, select from the options below.

1. Opt-out of telemarketing calls or messages

To avoid receiving calls or messages from unsolicited companies/sources, add your phone numbers to the Australian Government’s Do Not Call Register. It can take up to 30 days for the changes to be updated after registering your number on the Do Not Call Register. To unsubscribe from marketing messages or email, you will need to use the method as advised in the message from that company (e.g. replying 'STOP' or directly through their website).

2. Change settings on your Mobile Phone

Many Mobile Phones have settings that can block specific numbers which allows you to stop seeing communications from those sources. See your Mobile Phone user information for help with enabling these settings.

3. Reporting unwelcome communication

Woolworths Mobile cannot block an individual number from calling or messaging you. Managing unwelcome communications is governed by an industry Code 'C525:2017 Handling of Life-Threatening and Unwelcome Communications'.

You can report unwelcome communications to the police at any time. If you're receiving multiple unwelcome communications from the same source, you can report these to us by following the steps below. If they continue, the user's service may be suspended or disconnected.

STEP 1:  COLLECT DATA

To request an unwelcome communications investigation, you will need to have the following information to show a pattern of unwelcome communications

Specific times and dates of 3 or more unwelcome communications that were spread over a period of more than 24 hours and less than 120 hours;

Specific times and dates of unwelcome communications received at regular and/or consistent intervals; or

Specific times and dates of unwelcome communications where 10 or more are received in a 24-hour period

Note: For us to take action, you will need to retain detailed information relating to the unwelcome communications. You will need to keep an accurate record of the:

time, date and approximate duration of any unwelcome communications, preferably down to the nearest minute; and

calling number or other reference used to identify the originating service (e.g. email address), if known

If the communications do not meet these criteria you can still report the matter to the police at any time and they may also contact us in relation to the matter. 

STEP 2:  CONTACT WOOLWORTHS MOBILE WITH CALL / MESSAGE DATA

Chat with us and provide unwelcome communications data as detailed above in Step 1. 
You can find the chat button at the bottom.

STEP 3:  INVESTIGATION

Any action taken by Woolworths Mobile is under strict guidelines that are set out in the Communications Alliance Code.

Once details of the unwelcome communications are provided to us, we will investigate to see whether a pattern of unwelcome communications has been established. If it has, with your consent, we will contact the service provider that supplies the service to the party that is initiating the unwelcome communications. That service provider will be responsible for issuing warning letters to the individual responsible for the unwelcome communications.

If the unwelcome communications continue after warnings, additional options are available, including suspending or disconnecting the service being used to make the unwelcome communications. If at any stage during this process you continue to receive unwelcome communications, you should keep recording the details of these communications as set out in Step 1, and report them to us.

Please note:  

If there is a threat to life or a threat of serious harm you should immediately report the matter to the police

There are some limitations on Woolworths’ ability to address unwelcome communications (e.g. in a situation where the identity of the individual initiating the unwelcome communications cannot be established)

The exchange of information between service providers to investigate unwelcome communications is governed by the Industry Code

Woolworths Mobile Privacy Policy can be viewed here

An Industry Guidance Note has been developed with more information for customers about the management of unwelcome communications

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The Woolworths Group are committed to protecting your information and helping you stay safe and secure online. We have up to date policies, processes and procedures in place to safeguard information, and we use the latest security technology to ensure that both your personal and transaction information, as well as any account or card data, is secure.

For more information about what to look out for and how to protect yourself, please visit: https://www.woolworths.com.au/shop/discover/about-us/scam-alert

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This feature is not currently available with your service but we are looking into adding this in future.
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The My Account portal or Mobile App provides you with a detailed view of all calls and messages.Simply login and select 'Usage and Add-ons'
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You can view all of our current offers here.  
To find out how to upgrade, see your options here.
To upgrade online yourself, here are a few simple steps
1) Log in to My Account and select 'Upgrade Options'
2) Select the service you wish to upgrade by clicking 'Choose Plan'
3) Select between 'Phone Plans' or 'SIM Only'
4) Select 'Confirm Order' and checkout.
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You can easily find your Woolworths Mobile Account Number in the Woolworths Mobile App, My Account Portal and on your monthly invoice. See below for more details.

Woolworths Mobile App

My Account Portal

Monthly invoice

Also Your Mobile Tax Invoice

 

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Your voicemail greeting has a maximum timeframe of 60 seconds.

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The maximum message time for voicemail is 60 seconds.

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Easy! Login to the My Account portal or the Woolworths Mobile app and select "Plan" from the slide out menu to view your service details.
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Telstra’s Carrier Licence Conditions and the IPND Code require that the IPND contain certain information in relation to each public number of a customer of each CSP, including:
- the public number
- the name of the customer
- the name of the CSP
- the service address of the customer
- an alternate address flag to indicate that a service may not be at the customer’s service address recorded in the IPND
- if the alternate address flag is set to ‘True’, a contact name and number for the customer
- whether the service is unlisted or listed
- for listed services, the name and address of the customer to appear in public number directories
- whether the telephone service is to be used for government, business, charitable or private purposes, if practicable
- the type of service (for example, fixed, mobile, payphone or premium services).
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Simply contact our Customer Care team via Live Chat and we will be happy to help.
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Please click here for the Change of Ownership form.
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Yes, you can receive calls and text messages for 90 days after the recharge expiry date.

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Simply use the My Account Portal or the Woolworths Mobile app and select "Recharge" and follow the steps.

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Yes, however each Data Add-on must have a different value. It is not possible to have two Data Add-ons, for the same value, active on your Pre-paid mobile service. Please note that if your existing recharge expires, any Data Add-ons will be forfeited.

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Unlimited International calls to 22 countries are included in the $30, $40 and $50 Pre-paid recharges. You can find the list of 22 countries here 

For countries not on the above list, our PAYG and International Talk Add-ons provide you with the flexibility to call those countries when you need it. Simply purchase the Add-on when you need it via our Woolworths Mobile App or My Account portal. For more information, visit https://mobile.woolworths.com.au/add-ons.

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Use the My Account Portal or the Woolworths Mobile app and select Usage History.

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Data is charged in increments of 1 kilobyte (KB).

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We no longer offer Mobile Broadband recharges, however, you can still use and recharge with our great Pre-paid plans!
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The answer should read: Easy! Simply dial 101 from your Woolworths device and follow the prompts. You will be asked to set up your own voicemail pin.
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You can check your account balance by either:

  • dialing *159# from your Woolworths Mobile
  • login to My Account Portal  or
  • select "My Account" from the Woolworths Mobile App
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Simply dial 101 from your handset to access voicemail messages. For more help, visit our interactive Device Guides. Simply choose your device and get help with everything from getting started, learn how to use all the features of your device, to advanced troubleshooting tips.
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You will be able to call 000 (Emergency services) and 1665 (Woolworths Customer Care). For everything else, please purchase and apply a recharge.
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If your phone doesn't do this automatically, you will need to change your APN (Access Point Name) settings to the following (for both Internet and MMS):

Name: Mobile Data
APN: mdata.net.au
Proxy: (leave blank)
Port: (leave blank)
Username: (leave blank)
Password: (leave blank)
Server: (leave blank)
MMSC: http://mmsc.mdata.net.au:8003
MMS proxy: 10.1.1.180
MMS port: 80
MMS Protocol: WAP 2.0
MCC: 505
MNC: 01
Authentication: (leave blank)
APN type: default,dun,supl,mms


It is sometimes necessary to restart your device after applying these settings.

To help set up to APN settings you can use our device guides for step by step instructions

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Information about pricing can be found in the Critical Information Summary for Woolworths Pre-paid Mobile. Please click here to view the Critical Information Summary.
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Information about pricing can be found in the Critical Information Summary for Woolworths Pre-paid Mobile. Please click here to view the Critical Information Summary. Note that our Pre-paid mobile offers include Unlimited Standard National SMS.
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Yes, tethering is permitted.
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10am to 4pm Saturday

Closed on national public holidays

 

To enable/disable your voicemail? simply logon to your My Account or the Mobile App, go to 'Settings' and select enable or disable.

Disabling allows you to prevent calls from being forwarded to your voicemail and will also stop the SMS alerts that notify you of new messages. It won't impact any messages already saved to your voicemail service. You still be able to access your voicemail by dialling 101 even if you choose to disable it here.

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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

If you are unable to do this from your device (refer to the manufacturer's instructions), please contact Customer Care by clicking on one of the buttons below.
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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

If you are on a Woolworths Mobile Postpaid plan you can purchase one of our three International Roaming add-ons to make calls, send SMS and use data in 63 countries. International roaming is automatically turned on for all Woolworths Mobile customers with a Postpaid plan.

For more info our our International Roaming add-ons - click here. If you are a Pre-paid customer we suggest you purchase a local SIM card from the country you are travelling to.

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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

You can make international calls, SMS and MMS with our phone plans. Some of our plans include International Call credit for selected destinations and numbers. Find out more about your plan inclusions by viewing your Critical Information Summary here.

 
If you have used up your included international call inclusion, you can activate the optional International and Extras Extension or purchase an International Add-On. Note that you will require the International and Extras Extension to send international SMS and MMS. 


International call rates and charges can be found here.


For further information on the optional International Extension, please refer to section 3.3 of Post-paid mobile Service Terms here.

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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

In most cases you can change the CLI setting from your mobile phone (refer to manufacturer's instructions). For further information on CLI and CND (Calling Number Display), please refer to Post-paid mobile Service Terms here.
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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

Information about pricing can be found in Schedule 1 of Post-paid mobile Service Terms (click here).
 
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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

Information about pricing can be found in Schedule 1 of Post-paid mobile Service Terms (click here).
 
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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

No. Calls and SMS to mobile premium services are not available.
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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

 

Data Bank is available on new 12 Month and Phone Plans purchased from 13 August 2018. To maintain Data Bank on 12 Month or Phone Plans, payments must be up to date. Data Bank limit is 100GB as of 14 November 2018, excess data will be forfeited.

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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

You will receive an SMS when you've used 50%, 85% and 100% of your data or data allowance.Keep track of your data usage by downloading the Woolworths Mobile app or login to My Account, select "My Account" to see how many days left on your current recharge.
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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

The IPND (Integrated Public Number Database) is an industry-wide database containing all listed and unlisted public telephone numbers. It is a critical source of information for emergency services and law enforcement and national security agencies.
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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

To download your usage history follow these simple steps: 
      1.  Log in to My Account
      2.  Select the service you would like the usage history of
      3.  Click "Download usage history" under Usage & Add-ons
      4.  Select your desired date range and click "View PDF" 
      5.  To download your usage history click on the "Download" icon

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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

Recent data usage and call history will become visible after approximately 60 minutes.

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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays

 

Tips to help:

  • If you have access to another phone, try calling your mobile number or sending an SMS to see if you can hear your device ringing or if someone answers.
  • Log onto My Account portal to check if there has been any usage since you noticed your device was missing
  • If your device has a 'location feature' (e.g. Find my iPhone), use it to locate your device. If your device is shown to be in an unfamiliar location, contact the police rather than recovering it yourself.
  • If still missing, please contact us immediately on Live Chat so we can suspend your service and block the IMEI number to prevent another SIM card being used in your device. The block applies to all carriers in Australia and will bar calls, SMS and data on your device.

We recommend contacting your local police station to file a police report for all lost or stolen devices. The police will need to know your IMEI number to make this report.

You can request a replacement SIM via the Woolworths Mobile app to transfer your service on to a new SIM card.

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1665 from your Woolworths mobile (it's a free call)

1300 10 1234 option 5 (normal charges apply)

9am to 5pm Monday-Friday (AEST/AEDT),

10am to 4pm Saturday

Closed on national public holidays