How to SIM swap

Before you begin

You will need the following:

A photo ID
A new SIM to swap to:
- Get a $2 physical SIMs at your local retailer e.g. Woolworths, Coles, Big W, Officeworks, Ampol, 7-11 or online here, or
- Get an eSIM as part of the SIM swap via MyLebara (eSIM compatible device is required)

If your SIM is blocked/lost/faulty or stolen

Login to your MyLebara account using a web browser (Chrome/Safari/Edge) and select the icon “Sim Swap”. The “Sim Swap” page opens. In the drop-down list, select the reason why you would like to so a SIM swap.

1. Verify your Identity

We will need to verify your identity in order to complete the SIM swap.

Open the identity verification email we send you on any phone that has internet access and a camera. Click on the link and follow the prompts.

You will need to capture an ID that has a photograph of you, such as an Australian Driver’s License, a Passport or an ID card. You cannot use a bank card or a Medicare Card.

Once you have completed the ID verification steps you will see a screen directing you to go back to the “Sim Swap” page on MyLebara.

If you haven’t moved from the screen you were previously on, follow the instructions on the SIM swap screen.

If a new screen is displayed prompting you to Enter Your SIM number, go to Step 2 below.

2. Enter your New SIM number

Locate the SIM number either on the back of the physical SIM pack you pre-purchased or in the email you received from us with the eSIM details. Enter the last 10 digits of the SIM at the prompt and click Next.

You will see a Success confirmation. You can now insert your new SIM into your device and switch your device on.

If you pre-purchased an eSIM, use the QR code to install the eSIM on the device you’d like to use it on.

If you need a new physical SIM, purchase a $2 SIM at your local Lebara retailer (e.g. Woolworths, Coles, Big W, Officeworks, Ampol, 7-11) and reinitiate this SIM swap journey.

If you have an eSIM compatible device, click on “Get an eSIM”, then “Email QR code” to get an email with the eSIM to be installed and installation instructions. Remember to install the eSIM on the device you’d like to use it on.

Privacy Notice: To protect the security of your account, we are required to verify your identity for high-risk transactions under the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022. If you do not provide the information, we may not be able to process your sim swap request. Your identity information will be collected and verified by our ID verification provider OCR Lab. See our privacy policy for information on how to access or correct your information or make a complaint about our privacy practices, and how we deal with complaints.

If you have a new device or want to convert your existing SIM to an eSIM

1. Verification

We will send you an SMS to your existing device to verify your request. Open the SMS and enter the verification code back onto the “Sim Swap” page on MyLebara. Click “Submit”

2. Enter your New SIM number

You will see a Success confirmation. You can now insert your new SIM into your device and switch your device on.

If you pre-purchased an eSIM, use the QR code to install the eSIM on the device you’d like to use it on.

If you need a new physical SIM, purchase a $2 SIM at your local Lebara retailer (e.g. Woolworths, Coles, Big W, Officeworks, Ampol, 7-11) and reinitiate this SIM swap journey.