How to perform a SIM Swap
Due to a recent spate of SIM swap fraud occurring globally, you will need to request a SIM Swap through your nearest One NZ retail store.
iPhone users can now transfer to eSIM seamlessly without the need to visit a retail store. Either convert your physical sim to eSIM via phone settings or by transferring between two apple devices (e.g iphone to iphone)
What you need to bring to store
Please ensure you bring a valid form of identification. Scanned copies and photos of ID will not be accepted.
Accepted forms of ID
- New Zealand Passport
- Australian Passport
- New Zealand Driver Licence
- Overseas passport
- New Zealand Birth Certificate (along with recent bank statement covering 1 month worth of transaction)
- Certificate of Identity
- Kiwi Access/18+ card (along with recent bank statement covering 1 month worth of transaction)
Before you perform a sim swap
Make sure that you back up your phone contacts, your TXT messages and any other data on your old SIM card to your phone's memory or cloud storage, otherwise you might lose them when you swap SIM cards.
Fraud and Security Tips
We recommend that whether you are prepay or pay monthly you always register your details via the OneNZ app and ensure you have setup a secure PIN on your account.
SIM Swap Process
Save
To ensure you don't lose any of your contacts, check whether any contacts are saved to your current SIM card. If they are, you'll want to transfer these to the phone's memory. You can find out how to do this by using our interactive Device guides.
Swap
Due to a recent spate of SIM swap fraud occurring globally, You will now need to request a SIM Swap through your nearest One NZ retail store. Please ensure you bring a valid ID (e.g New Zealand driver’s license or passport). Scanned copies and photos of ID will not be accepted. We apologize for any inconvenience.
Please note – there may be a $5 Charge for a Replacement SIM Card for certain scenarios.
