Port a Mobile Service
Prerequisites
Have these ready before you start:
- The mobile number being ported, and access to the phone or SIM that receives its SMS messages. Keep the existing service active until the port finishes.
- The holder's full name or business name, and whether the number belongs to a person or a business.
- A different Australian contact number for the holder, such as a landline, work phone or another mobile. It can't be the number being ported.
- For postpaid, the account number from the current provider's bill. For prepaid, the holder's date of birth as registered with that provider.
- The service address and notification email.
- If the holder is a business, or someone is acting for the holder, that person's name, role, and phone or email. You also need how the holder gave them authority: in writing, verbally or online.
Navigation
Sidebar → Services → Mobile → Add Mobile Service
Port a number
Step 1: Select the port type
Select Port Service, then choose the SIM type.
Step 2: Select the customer
Select the customer. The service address and notification email fill in from the customer's details. Check them before you continue.
Step 3: Enter the current provider details
Select Postpaid and enter the account number, or select Prepaid and enter the date of birth. Then enter the mobile number being ported. The Holder's authorisation section appears below.
Step 4: Enter the holder's details
Fill in the holder's details, including their different contact number. Under Who is asking for this port?, select the option that matches who is arranging the port.
- The holder themselves. An individual holder acting personally doesn't need representative details.
- Staff of the holder's business or Us, on the holder's instruction. Enter the person acting for the holder, their role, their phone or email, and how the holder gave them authority.
- A business holder always needs those representative details, even when you select The holder themselves.
Step 5: Read the disclosure to the holder
Read the Tell the holder before they agree points to the holder. When they agree, tick both confirmation boxes and select Send code.
Step 6: Verify the SMS code
Ask the holder for the code from the SMS. The message looks like this, with the number and provider name filled in:
text
123456 is your code to move <mobile number> to <provider name>. Valid 30 min. Only give it to the person arranging this. Not you? Ignore this.The code above is an example. Enter the 6 digits the holder received into Code from the SMS and select Verify. A Verified message tells you to place the order within 15 minutes.
If the SMS doesn't arrive, Send a new code becomes available after 60 seconds. A new code can make an earlier one unusable, so always use the latest code.
Step 7: Add the service
Select Is This For and the Service plan, then select Add Service within 15 minutes of verifying. One verified code completes one port order.
Note: Add Service stays greyed out until you select an option under Is This For. The message beside it reads "Choose what this service is for above."
The portal attaches the verified authorisation to the port order. Placing the order doesn't mean the number has finished moving.
If you change the details
Warning: If you change any detail covered by the holder's authorisation after verifying, you need a new code. This includes the holder and representative details, contact details, account number or date of birth, service address and notification email. Is This For and Service plan in Step 7 aren't covered, so you can change them freely.
Verification is tied to the mobile number and the selected customer. A different number or customer can't use it.
Switching between New Service and Port Service resets the form. Select the SIM type, customer, account type and Is This For again, and check the holder's details before you continue. If the form shows Verified for the same number and customer in your current session, the original 15-minute order window still applies. If it doesn't, complete the authorisation and send a new code.
Limits
6 of 6 rows
| A code is valid for | 30 minutes |
| Wrong codes | 3 tries, then send a new code |
| Time between code-send attempts | 60 seconds |
| Codes per mobile number | 3 in a rolling 24 hours, shared across accounts |
| Codes per account | 10 in a rolling hour, shared by that account's users |
| Place the order after verifying | Within 15 minutes |
If the portal can't tell whether an SMS went out, the attempt counts towards the limits. If the SMS platform clearly refused the send, it doesn't count towards the hourly or daily limit. The 60-second gap still applies.
Troubleshooting
14 of 14 rows
| The contact number must be different from the number being ported. | Enter another Australian number for the holder, such as a landline or work phone. |
| That code isn't right. N tries left. | Check the digits with the holder and try again. |
| Too many wrong codes... | Select Send a new code when it becomes available. The send limits still apply. |
| That code has expired. Send a new code. | The code or its verification window has expired, or a newer code has replaced it. Select Send a new code and verify the new one. |
| A code was just sent to this number. Wait a minute before sending another. | Wait for the 60-second gap to pass, then try again. |
| This number has had 3 codes in the last 24 hours. | Wait until an earlier attempt falls outside the rolling 24-hour window. If it's urgent, contact Atom support. |
| Your account has sent 10 codes in the last hour. | Wait until an earlier attempt falls outside the rolling one-hour window, then try again. |
| Verify the SMS code sent to this number before placing the port. | Check that you selected the correct number and customer. If there's no current verification, send and verify a new code. |
| We couldn't send the code. Wait a minute and try again. | Try again after a minute. If it happens again, contact Atom support. An SMS that arrives after this error may not work, so follow the status the portal shows. |
| We can't send verification codes right now. Please contact support. | Contact Atom support. Don't try to bypass verification. |
| Number porting is paused on this account. | Contact Atom support. |
| The carrier refused this port: ... | Follow the reason shown. To correct an authorised detail, such as the account number or date of birth, send and verify a new code before you submit again. |
| The carrier did not confirm this port order. Do not submit it again... | Don't submit it again. Contact Atom support with the mobile number so they can check whether the port was placed. |
| A port for this number was sent to the carrier but not confirmed. Contact support... | The number is held against another port attempt from your account for up to 7 days. Contact Atom support before you send another code or place the order again. Don't retry just because the hold has ended. |
Keep a record of the authorisation
Step 1: Open the service
Open the mobile service.
Step 2: Check the Port Authorisation tab
Go to the Port Authorisation tab. Check the holder's details, who placed the port, and when the code was sent and confirmed.
Step 3: Print the record
Select Print and keep the record. The holder's previous provider may ask for proof of authorisation.
The tab also shows the SMS delivery receipt when one is available. A receipt can be pending or unavailable even when the code was verified. If Receipt lookup failed. Reload to try again. appears, reload the page.
Ports placed before the SMS check was introduced have no authorisation record from this process. If a newer port has no linked record, contact Atom support.
What this guide doesn't cover
- A holder who can't receive an SMS on the number, for example because the SIM is lost or the phone is damaged. Contact Atom support.
- Uploading identity documents or skipping the SMS check. The form doesn't offer either.
- Other porting request pages. This guide covers Add Mobile Service → Port Service only.
Identity verification is required before a port. The ACMA guidance allows other methods in specified circumstances, but this guide covers Atom's SMS check in the portal only.
If your SIM can't be verified
3 of 3 rows
| This SIM card has expired. Please select a valid SIM card. | Use another physical SIM that hasn't expired, enter its SIM number and select Verify again. |
| This SIM card is not available for activation. Please select another SIM card. | Check that you entered the right SIM number. If you did, use another SIM that is available for activation. |
| We could not verify this SIM card right now. Please try again or select another SIM card. | Select Verify again or use another SIM. If the message keeps appearing, contact Atom support. |
A failed check doesn't always mean the SIM has expired. Atomic also has to confirm the SIM's availability and expiry details before you can use it.
When you submit the service
Atomic checks the physical SIM again when you submit the completed form. If the SIM has expired, is no longer available or can't be verified, the activation request doesn't go ahead. Follow the message on screen before you try again.
Note: These checks apply to physical SIMs when you create a new service or transfer a number. They don't change the eSIM activation process or the SIM swap process for an existing service.