Manage your Services in our Self Care Portal

Moving your mobile number to us is simple, and knowing how the process works can help things go smoothly. Below is an overview of when transfers occur, how long they usually take, and what to expect along the way.

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.

This information must be accurate for your number transfer to be successful

Prepaid vs. Postpaid Accounts:

The difference between prepaid and postpaid plans isnt as obvious as it used to be. Prepaid plans are usually paid upfront, or you top up as you need. Postpaid plans are paid month to month, and you might be charged for excess usage or on a contract

Here's our prepaid vs. postpaid provider cheat sheet.

How to find my current account information:

Depending on your service provider, you may find your account number:

• On your account bill
• When logged into your account on your service providers website
• On your service providers app

Telstra customers

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.

When are number transfers processed?

Mobile number transfers are processed:

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

For transfer requests outside of these hours your service will remain active with your current provider and then transfer to us next business day

Please only submit your request when youre ready for your service to move. Transfer start and completion times cant be scheduled in advance.

How long does a number transfer take?

Most number transfers are completed within minutes and often on the same day. In some cases, it can take up to two business days for the transfer to begin

What happens once my transfer is complete?

When your number has successfully transferred and your service is active, well notify you by email. You can continue using your current SIM until the transfer starts. When the switch happens, there may be a brief loss of service, thats when:

• If you're using aphysical SIM, insert it into your phone and restart your device to connect?
• If you've chosen aneSIM, we'll email you a QR code with instructions to download and install your eSIM profile linked to your transferred number.

Need help with your number transfer?

If you experience any issues transferring your number to Tangerine, our mobile support team is available to guide you through the process on 1800211112