From 30 April 2020, we’re legally required to confirm that all customers transferring (a.k.aporting) to Telstra from another carrier have legitimate access to the mobile service that they want to transfer.
Thispre-port verification (PPV)authentication process has been implemented industry-wide to protect you and limit fraud, as it ensures that the person requesting the transfer has accesstothe service phone number.
When porting your mobile service from another telco carrier to Telstra, you’ll be required to provide the following:
- PPV code
- Your Telstra Account Number (Post-Paid customers) or date of birth (Pre-Paid customers)
- The mobile number being ported in (via a device capable of receiving SMS messages)
You’ll receive a 6-digit PPV code via SMS to the mobile number being transferred. The Telstra representative completing the port of your service will use this code to verify your request.
PPV helps us protect customers from fraud by confirming the legitimacy of a port request before it’scompleted. Ensuring that a customer has access to the mobile service they’rerequesting to port helps reduce the risk of fraud from illegitimate porting.
I don’t want to complete the PPV process. What happens to my order if PPV isn’t completed?
Not only is PPV a legal requirement, but it’s designed to protect customers from fraud. We need you to complete the PPV process to protect all our customers. Your mobile service will not be ported to Telstra without successful completion of the PPV process.
My phone isdamagedand it therefore cannot receive the SMS code. What do I do?
Please come to anyTelstra store and we’ll lend you a phone so that you can receive the SMS code. Alternatively, you can insert your SIM into another compatible phone.
I’ve lost my mobile phone and/or SIM card, so I can’t receive the SMS code. What do I do?
You can still verify in any Telstra store usingpersonal identification. All documents sighted must be valid and not expired, other than an Australian passport:
- Two Category A documents identifying you
- One Category A document and two Category B documents, identifyingyou
Category A documents
| Item | Description of document |
|---|---|
| 1 | Australian State or Territory Driver’s Licence issued in the name of the customer by a Commonwealth, State or Territory Department or agency |
| 2 | Australian Passport with an expiry date in the future or no more than 2 years in the past |
| 3 | A birth certificate issued by an Australian State or Territory government |
| 4 | A foreign military ID card |
| 5 | A current foreign passport issued by a foreign government which contains a valid entry stamp or visa issued by the Australian government |
| 6 | Australian citizenship certificate issued by the Commonwealth government |
| 7 | Certificate of identity or Document of identity issued by the Department of Foreign Affairs and Trade (or by any subsequent Commonwealth Department responsible for issuing a like Certificate of identity or Document of identity at the relevant time) |
| 8 | Immicard issued by the Department of Home Affairs (or the Commonwealth Government Department responsible for issuing Immicards at the relevant time) |
| 9 | Indigenous Community Card issued by Services Australia (or the Commonwealth Government agency or department responsible for issuing Indigenous Community Cards at the relevant time) |
| 10 | Firearms licence issued by an Australian State or Territory Police force and which includes the customer’s photo |
| 11 | Aviation Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue an Aviation Security Identity Card and which includes the customer’s photo |
| 12 | Maritime Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue a Maritime Security Identity Card and which includes the customer’s photo |
| 13 | Australian Government Issued Photo ID card (employee ID) issued by the relevant Commonwealth, State or Territory government and which includes the customer’s photo |
| 14 | Defence Highly Trusted Token issued by the Australian Department of Defence (or the Commonwealth Government Department responsible for issuing Highly Trusted Tokens at the relevant time) |
| 15 | Defence Force identity card issued by the Australian Defence Force and which includes the customer’s photo |
| 16 | Police identity card issued by an Australian State or Territory Police Force and which includes the customer’s photo |
| 17 | Prisoner identity card issued by the relevant Australian State or Territory prison authority and which includes the customer’s photo |
| 18 | A trade (work or business) licence issued by an Australian State or Territory government and which includes the customer’s photo (e.g. trade licences, real estate agents, security agents etc.) |
| 19 | Tangentyere Community ID card issued by the Tangentyere Council (or an organisation which replaces the Tangentyere Council) and which includes the customer’s photo |
| 20 | Proof-of-Age card issued by an Australian State or Territory government and which includes the customer’s photo |
| 21 | Australia Post Key Pass issued by Australia Post and which includes the customer’s photo |
| 22 | Working with Children/Vulnerable card issued by a State or Territory government and which includes the customer’s photo |
Category B documents
| Item | Description of document |
|---|---|
| 1 | Bank or financial institution card, passbook or statement issued by a bank, credit union or building society. Card statements or passbooks must cover at least 6 months of financial transactions and be in the individual’s name. The individual’s signature must be on the card and their current address on the statement or passbook. Documents from foreign banks or institutions are not acceptable |
| 2 | Medicare Card |
| 3 | Post-Paid Telecommunications Billing Record issued by an Australian telecommunications company, which must be a statement of account for a post-paid carriage service issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
| 4 | Rates Notice issued by an Australian local government council issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
| 5 | Student ID card issued by an Australian tertiary education institution, Australian secondary school, TAFE or registered training organisation |
| 6 | Concession and health care card issued by Services Australia or the subsequent agency or Department responsible for issuing concession and health care cards |
| 7 | Veterans affairs card issued by the Department of Veterans’ Affairs |
| 8 | Tenancy agreement or lease being a current formal agreement or lease showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
| 9 | Motor vehicle registration for a vehicle registered in an Australian State or Territory, being current registration papers with the individual’s name, address and proof of payment, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
| 10 | Electoral enrolment, being proof of electoral enrolment showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
| 11 | Seniors card issued by a State or Territory government to a resident in that State or Territory who is 60 years of age or over |
| 12 | A utility account showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring |
I don’t have cellular coverage to receive the SMS code. What do I do?
Many carriers can now send an SMS over Wi-Fi. Please try connecting to Wi-Fi and then ask us to resend the code.
I accidentally deleted my SMS code/I never received the code. How do I get a new code?
Don’t worry, we can send you another. You can even request another code yourself through our online shop.
I want to transfer a device that cannot receive an SMS or call. What do I do?
Pleasecontact usto discuss your options.
My code no longer works. What do I do?
Your SMS code only works for 24 hours. Don’t worry though, we can send you another. You can even request another code through our online shop.
I’ve entered my code incorrectly too many timesonline, orresent the SMS code too many times online. What do I do?
Don’t worry, please contact us for help. Alternatively, you can just wait 24 hours and then try again later.