Mobile help

We’ve made it easy to bring your number to Skinny with our simple automated solutions. 

You don’t have to lose connectivity during the process either – you can always send and receive calls and texts at your number during the process of switching to Skinny!

1. If you sign up to Skinny online:

A - When you sign up online to Skinny, we request some details from you, and we’ll ask if you want to keep your existing mobile number.

We’ll ask you for the following info:

• Whether you were on prepaid or postpaid (account and received bills)
• If you were on prepay, we’ll need your SIM serial number from your previous provider. This is found printed on the actual SIM card. If you have an eSIM, this is your IMEI number which you can find in your mobile settings.
• If you were on account (received bills), we’ll need your account number, which you can find on your previous provider’s monthly bill.

Once you’ve submitted this info you will need to finish the rest of the online checkout process. When your order is submitted we will either courier you a Trio SIM card (and a phone if you bought one) or email you a QR code if you've chosen an eSIM.

At this point, you should still keep your old SIM from your previous provider in your phone. This means you will stay connected to your previous provider during this part of the process – don’t worry we won’t switch your number over until later.

B - When you receive your new Skinny SIM card from the courier or you receive your eSIM QR code email, you can now initiate the final step in transferring your number.

Just pop the new Skinny SIM card into your phone and call 456. This will activate the new Skinny SIM and tell us to start moving your phone number to Skinny. Alternatively, if you've chosen to have an eSIM, scan the QR code in the email that we sent you. (Note, the eSIM will have a random number assigned).

You will now need to insert your previous provider's SIM back into your phone as you will receive a text message from the (Telecommunications Forum) TCF on 2542 on the number you wish to keep. Since this number is still with the previous provider, this is why we need to insert the previous provider’s SIM to confirm you allow the “Keep your number” process and once you reply ‘YES’, the “Keep your number” process will continue. If you don’t respond or reply with anything but YES, the “Keep you number” will not proceed, and you will need to submit a new “Keep your number” request from the dashboard.

Once you have responded to the message from TCF, you now have two options while the number transfer occurs:

• 1 - You could put your old SIM from your previous provider back in your phone so that you can still send and receive calls and texts at your number. Within 3 hours, your SIM from your old provider will stop working. At this point, remove your old sim and insert your new Skinny SIM into your phone, and it will be working under your transferred number.
• 2 - You could leave your new Skinny SIM in your phone, and it will start working under your transferred number within 3 hours, provided the “Keep Your Number” details are correct.
  
  You’re now all set up on Skinny with the same phone number. Stoked!

2. If you buy a Skinny SIM from the shop:

A - After you’ve bought a Skinny sim from your local retailer, you need to set up your online account with your email address here. At this point, you should still keep your old SIM from your previous provider on your phone to verify the “Keep your number” process. This means you will stay connected to your previous provider during this part of the process  – don’t worry, we won’t switch your number over until later.

B - Once you’ve got your online account up and running you just need to login and select the ‘Keep your number’ option under the 'Phone, SIM & Number' tab. Here you will need to fill in the online form, where we will ask you:

• Whether you were on prepaid or postpaid (account and received bills)
• If you were on prepay, we’ll need your SIM serial number from your previous provider. This is found printed on the actual sim card.
• If you were on account (received bills), we’ll need your account number, which you can find on your previous provider’s monthly bill.
• You can choose a date and time you would like the number transfer to occur, or you can choose for this to happen as soon as possible. If you select ‘as soon as possible', the transfer will occur within 3 hours of submission during our business hours.
  
• Once you have submitted your request online, you will need to insert your previous provider's SIM back into your phone as you will receive a text message from the (Telecommunications Forum) TCF on 2542 on the number you wish to keep”. As this number is still with the previous provider, this is why we need to insert the previous provider’s SIM to confirm you allow the “Keep your number” and once you reply ‘YES’, the “Keep your number” process will continue. If you do not respond or reply with anything but YES, the “Keep your number” process will not proceed, and you will need to submit a new “Keep your number” request from the dashboard.
• You now have two options while the number transfer occurs:
  
• 1 - You could put your old SIM from your previous provider back in your phone so that you can still send and receive calls and texts at your number. At the date and time you have selected for the transfer to happen, or within 3 hours if you have selected ‘as soon as possible, your SIM from your old provider will stop working. At this point remove your old sim and insert your new Skinny SIM into your phone and it will be working under your transferred number.
  
  
• 2 - You could leave your new Skinny SIM in your phone and your phone number will start working at the date and time you have selected for the transfer to happen, or within 3 hours of submission during our business hours if you have selected ‘as soon as possible'.
  
  You’re now all set up on Skinny with the same phone number. Stoked!