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If both phones are available
- Keep the existing profile on the original phone.
- Record the order number and the exact old and new phone models.
- Check that the new device is compatible and unlocked.
- Ask us: “Can order [number] move from [old model] to [new model], and does it need replacement setup details?” Wait for that answer before deleting or transferring anything.
- Use new setup details only when support confirms the correct route.
A device feature does not confirm plan eligibility
A phone manufacturer’s transfer feature does not prove that a particular travel provider supports it. Do not use a working profile as a test case by scanning its QR on the new phone. Deleting it first may remove the only working installation.
If the phone is lost or stolen
Use the manufacturer’s lost-device process from a trusted device. Apple’s guidance includes marking an iPhone as lost, contacting the relevant authorities and carrier, and protecting the Apple Account. Do not remove a stolen iPhone from Find My simply because a message asks you to; that can remove Activation Lock protection.
Contact your Australian carrier about the home number and its security. Then contact The SIM Shop about the travel order. These are separate services, and securing one does not necessarily suspend the other. Do not disclose account passwords or one-time verification codes to someone claiming to have found the device.
What we need to check the travel profile
Provide the order number, whether the old phone is available, the intended replacement model, your destination and when you need connectivity. Keep full device identifiers and activation material private unless a verified support process specifically requires them.
We will need to establish which remedy the exact profile allows. A free replacement, remaining-data transfer or refund is not automatic. Do not buy a second plan assuming its purchase will move the old allowance.
Connecting while the issue is checked
Use trusted Wi-Fi or a companion’s permitted hotspot where practical. A replacement phone may need account verification before apps work, so internet access alone may not restore your bank or messaging accounts. Our bank SMS guide and WhatsApp guide explain those separate dependencies.
If a new SIM Shop profile is supplied, install it on the intended phone only after landing on stable Wi-Fi. Follow the new order or support instructions, select the correct data line and verify a simple webpage. For an installation error, keep any listed profile and use activation troubleshooting.
Sources and checks
Checked 3 October 2026. Device and carrier instructions can change; the linked source and your purchased plan govern the specific service.
