SMS regarding a SIM replacement

When we receive a request to replace a Physical SIM or a Digital eSIM, you'll be sent an SMS to confirm if the request is valid. We take your security very seriously, and this is an important step in protecting you from possible fraudulent behaviour.

If you have received an SMS from Optus regarding a SIM replacement, you may have some questions around what to do next.

This page helps explain what you need to know.

What SMS’ will I be sent?

Initial confirmation SMS

When a SIM replacement is requested over the phone, we'll send an initial SMS asking you to confirm you made the request.

Here's an example of the SMS you'll receive.

'OPTUS: We've received a request for a SIM replacement for this mobile number on XX/XX/XXXX at XX:XXAM/PM. If you didn't make this request, text STOP to 1510 and call us on 1800 502 037 immediately. Text PROCEED to authorise this request. Ref: <XXXX>'

It's important to send a separate SMS to 1510 with either:

'PROCEED' - if you have requested it; or

'STOP' - if you haven't requested it

Response-based SMS

Once you send your SMS, we'll send another to confirm your response and outline what happens next.

See the possible responses below:

Your response	SMS reply
If you responded 'PROCEED'	'OPTUS: Thanks. Your SIM replacement request will go ahead shortly. Once completed, the SIM for this mobile number will no longer work. Ref: <XXXX>'
If you responded 'STOP'	'OPTUS: Thanks. We've cancelled the SIM replacement request for this mobile number. To protect your account from any unauthorised activity we're also placing a block on any orders. Please call Optus on 1800 502 037 to discuss your account. Ref: <XXXX>'
If you didn't send a response	'OPTUS: We didn't receive any response, your SIM replacement will be processed shortly.'
If we didn't recognise your response	'OPTUS: We didn't recognise your response. If you didn't make this request, text STOP to 1510 and call us on 1800 502 037 immediately. Text PROCEED to authorise this request. Ref: <XXXX>'
If your response was sent after the SIM replacement had completed If you responded from a different number	'OPTUS: There are no current SIM replacement requests for this mobile number. If you received a message from us you don't understand or need help, please call Optus on 1800 502 037. Ref: <XXXX>'

How do I know the SMS is genuine?

A genuine Optus SMS will not ask for any of your personal or sensitive information. For example, we will never send you an SMS asking for your name, date of birth, or credit card information.

The SIM replacement SMS will be sent from 'OPTUS' and will also contain a reference number, which we can connect to your request.

If you feel the SMS you received may not be genuine, please call us on 1800 502 037 to speak with one of our SIM replacement specialists.

For information on hoaxes, phishing or scams, see our specific pages below:

- Latest scams & digital safety
- Identify hoaxes, phishing or online scams

What if I didn’t request a SIM replacement?

If you didn't request a SIM replacement but you received an SMS from us, it's possible there has been some attempted fraudulent activity on your Optus service or account.

For us to take action as quickly as possible, it's important that you:

1. Send an SMS with 'STOP' to 1510 as quickly as possible; and then
2. Call us directly on 1800 502 037

As soon as we receive your 'STOP' SMS we'll cancel the SIM replacement request, and the SIM replacement won't go ahead. We'll also send you another SMS advising the SIM replacement request has been cancelled.

Please make sure you send the SMS before calling.

What if I did request a SIM replacement?

What if I received the SMS after my new SIM is active?

If you receive the SMS after your new SIM card is active, you don't need to respond at all.

We'll have sent the SMS before we activated your new SIM just in case it wasn't you who requested the SIM replacement. However, because your SIM wasn't connected to the network when the SMS was sent, you didn't receive it until after your new SIM connected to the network.

If you've received the SMS, it means your new SIM is up and running.

If you feel like your question hasn't been answered, or if you're not comfortable with a SIM replacement SMS that you've received from us, please call on 1800 502 037. You can also find everything you need to know about how we handle your personal information in our Privacy Policy.