Please select your handset to view the troubleshooting guide:

If your handset is not listed here, please contact us for assistance.

If you ever see a SIM Error message on your phone, here's what to do - including how to get your Personal Unlocking Key (PUK).

Select one of the links below to jump to a query:

    "Enter PUK" message

    1. You SIM will lock if your PIN is entered wrong too many times. If you have a physical SIM, you’ll need to enter your PUK code.
      If you have an eSIM, you don't have a PUK. Order an eSIM Swap to get a new eSIM.
    2. To find your PUK code, log in to My Account.

      Important: Your one-time password to log into My Account is sent to the mobile number listed in the contact details for your TPG account. If you can’t use this mobile number because the SIM is locked, use another phone to call us on 1300 993 019 or contact us on our Live Chat and we'll help you out.
    3. Hit Request PUK Code and enter the PUK on your phone.
      TPG Mobile PUK Code

     

    "SIM card Rejected" message

    Your SIM will be permanently wiped if the PUK is entered wrong more than 10 times. You’ll need to order a replacement SIM.

     

    "Insert SIM" or "SIM error" message

    1. Make sure that your SIM is the correct size for your phone, and inserted correctly.
      We don't recommend using a SIM adaptor to change the size of your SIM.
    2. Remove your SIM and check the shiny part for scratches.
      If your SIM is damaged or you need a different size, you'll need to order a replacement SIM.

     

    "Insert Correct SIM", "SIM card is locked" or "Enter subsidy password" message

    These messages mean that your phone is locked to a non-Vodafone carrier like Telstra or Optus. You'll need to contact the seller to get your phone unlocked.

    We can't unlock phones for you.

     

    Which type of SIM are you activating?

    Physical SIM

    Physical SIM
    eSIM

    eSIM

    Please note: Your mobile handset must not be locked to a specific provider. We cannot unlock handsets.

    Select one of the links below to jump to a query:

    Activate your physical SIM

    1. Wait for your SIM to arrive before you attempt to activate.

    2. Log in to My Account.
      Note: If you're activating a new Mobile number and don't have alternative mobile number to receive your passcode to log in to My Account, please call us on 1300 993 019 to verify your identity and activate your SIM.

    3. Click the check box and select Get Started.

      TPG SIM Activation - Get Started

    4. New mobile numbers and replacement SIMs typically activate within 3 hours.

    5. If you’re porting your mobile number to TPG from another provider, make sure your current mobile service is active and ready to receive an SMS. Tick the checkboxes and hit Activate SIM Card.

      TPG Sim Activation - Activate SIM

    6. A porting authorisation SMS will be sent to your mobile number. Enter the code and click Verify Code.
       

    7. The porting process will take approximately 3 hours and will only occur during these times:

      Monday to Friday: 8 AM to 8 PM AET
      Saturday: 10 AM to 6 PM AET

    8. Keep using your old SIM until it stops working, then that's your cue to switch to your new TPG SIM.

     

    If you have any issues, please call us on 1300 993 019 and we'll be happy to help.

     

    Activate your eSIM

    1. Make sure you have access to:

      - Your compatible mobile handset (to scan the eSIM QR code); and
      - Another device such as a computer, laptop or tablet (to display the eSIM QR code).

      Note: It’s best if both devices are connected to Wi-Fi. If you only have your compatible mobile handset, please see this advice.
       
    2. Use your other device to log in to My Account and select Start Activation on the dashboard, then follow the prompts.
      TPG My Account - Activate eSIM
    3. If you’re transferring your number to TPG, tick the checkboxes and select Transfer My Number Now. An authorisation code will be sent to your old SIM by SMS. Enter this code and select Verify Code.
       
    4. Select Send Confirmation Code SMS, then use your mobile handset to scan the eSIM QR Code.
      TPG My Account - Send Confirmation Code SMS
    5. Follow the prompts on your handset screen to set up your new plan and enter your confirmation code, then your new service should be ready in 15 minutes, or within 3 hours if you’re transferring your number. You may need to restart your handset afterwards.
       
    6. If you’re transferring your mobile number to TPG:

      - You may notice a different mobile number in your eSIM profile while your number transfer is still underway.
      - Do not delete your eSIM profile as it will prevent a successful number transfer.
      - If the correct mobile number isn’t showing after 3 hours and restarting your phone, please call us on 1300 993 019 for assistance. iPhone users can also try these steps.
      - Your old SIM will stop working once eSIM activation is complete.

     
    For more information about using your eSIM once it’s activated, see eSIM Management.

    If you couldn’t activate your eSIM, please find your mobile device’s EID then call us on 1300 993 019 and we'll be happy to help.

     

    Troubleshooting

    How to install an eSIM if you don’t have access to another device

    If you don’t have access to another device such as a computer, laptop or tablet to display the eSIM QR code so that you can scan it using your compatible mobile handset, then you’ll need to use your handset to log in to My Account and access your eSIM details.

    You can then use one of the following options:

    • Select Print QR Code to print on a personal/work printer or seek printing services at your local post office or library. You can then use your handset to scan the printed QR code.
       
    • Write down the eSIM details shown below the QR code, then enter the eSIM details manually in your handset settings. Please visit the manufacturer’s website for support information if you’re not sure how to do this.
       
    • Select Email QR Code to send a copy of the eSIM QR code to the contact email address on your TPG account. You can then access your email on another device such as a public computer at your local library, then use your handset to scan the eSIM QR code. Always log out of your email account at the end of your session on a public computer.

    Be sure to dispose of any printed or written eSIM details securely once you’re done.

    How to update the mobile number in an iPhone eSIM profile

    1. Open the Settings app and select Phone > My Number.
    2. Tap Edit, enter your mobile number, and then tap Save.
    3. If the wrong mobile number is still showing in your SIM profile, return to the Settings app and select Apple ID > Name, Phone Numbers, Email.
    4. Tap Edit and select Add email or phone number.
    5. Add your mobile number and delete the old mobile number.
    6. Restart your iPhone.
    7. Open the Settings app and select Messages > Send & Receive. Your SIM profile should now be working with the correct mobile number.
    8. If the issue persists, please call us on 1300 993 019 for assistance.

    How to find your mobile device’s EID

    An Embedded Identity Document (EID) is a unique 32-digit number that can be found in your device settings.

    iPhone

    1. Go to Settings > General.
    2. Choose About > EID and your EID will be shown.

    Samsung

    1. Go to Settings > About Phone.
    2. Choose Status Information > EID and your EID will be shown.

    Google

    1. Go to Settings > About Phone.
    2. Choose SIM status > EID and your EID will be shown.

    OPPO

    1. Go to Settings > About device.
    2. Choose Status > EID and your EID will be shown.

     

    Here's everything you need to know about the different features available for TPG Mobile. You can manage these features through My Account, and Quick Codes that you can dial from your phone.

    Note: Premium calls and SMS/MMS services are not available on TPG Mobile.

    Select one of the links below to jump to a query:

    Voicemail

    How to get your Voicemail messages

    • Call 121 from your mobile handset.
    • Alternatively, call 0414121121 from another phone and follow the prompts. Enter your mobile number and voicemail PIN.
    • While overseas, call +61414121121 and follow the prompts. Enter your mobile number and voicemail PIN.

    How to turn Voicemail on or off

    1. Log in to My Account.

    2. Select Settings.

    3. Use the Voicemail ON/OFF switch to turn Voicemail on or off. Changes will be saved automatically but may take up to 5 minutes to apply.

      Note: To fully turn off Voicemail, you'll also need to dial "##002#" from your handset to disable all conditional and unconditional to Voicemail.

      My Account - Voicemail Settings

    How to set up Voicemail for the first time

    1. Call 121 from your mobile handset.

    2. Follow the prompts to set your 4 to 10-digit voicemail PIN. You'll need this PIN to get your voicemail using another phone.

    3. Record your name to personalise the standard greeting.

    4. Choose your state/territory to set your time zone.

    5. (Optional) Hold the line and follow the prompts to set a custom voicemail greeting or change the way your get Voicemail notifications.
      SMS alerts are enabled by default.

    6. Hang up to finish.

    How to change the way you get Voicemail notifications

    • SMS Alert - Dial 1218 from your mobile handset to enable/disable.
    • Ring Alert - No longer available as of 12 March 2024.
    • Visual Voicemail (iPhones only) - Dial 1217 from your iPhone to enable/disable. You can manage your Visual Voicemail from your iPhone.

    Do Voicemail messages expire?

    Yes. New voicemail messages and messages saved in your mailbox will expire after 7 days. If you need to keep a message, you can save it for a further 7 days by pressing 2 while listening to the message. Once a message has expired it’s permanently erased and can’t be recovered.

     

    Call Barring

    Call Barring can stop your mobile service from being able to make any calls, or just International calls.

    1. Log in to My Account and hit Settings.

    2. Hit the + (plus) icon next to Call Barring.

      My Account - Call Barring Settings

    3. Use the ON/OFF switches for Bar All Outgoing Calls or Bar All Outgoing International Calls as desired. Changes will be saved automatically but may take up to 5 minutes to apply.

      My Account Mobile Features - Call Barring - All

     

    Call Forwarding

    Call Forwarding will forward calls to your mobile number to a different phone number according to these rules:

    • Forward all calls
    • Forward if busy
    • Forward if no reply
    • Forward if unreachable

    Note: Standard call costs may apply when any call is forwarded, unless it's forwarded to Voicemail.

    Manage all types of Call Forwarding in My Account

    1. Log in to My Account and hit Settings.

    2. Hit the + (plus) icon next to Call Forwarding.

      My Account - Call Forwarding Settings

    3. Use the ON/OFF switches for Divert All Calls, Divert if Busy, Divert if No Reply, or Divert if Unreachable as desired

    4. To change where calls are forwarded to, hit Edit to enter the phone number, then hit Save. Changes may take up to 5 minutes to apply.

      You'll need to edit the phone number for each type of Call Forwarding that's turned on.

      My Account Mobile Features - Call Forwarding - Unreachable

    Manage Call Forwarding Always with Quick Codes

    • To check if Call Forwarding Always is on or off, dial *#21# from your phone. 
    • To turn on Call Forwarding Always, dial **21* before the number you want to forward calls to, followed by #.
    • To turn off Call Forwarding Always, dial #21#.

    Manage Call Forwarding if Busy with Quick Codes

    • To check if Call Forwarding if Busy is on or off, dial *#67# from your phone. 
    • To turn on Call Forwarding if Busy, dial **67* before the number you want to forward calls to, followed by #.
    • To turn off Call Forwarding if Busy, dial #67#.

    Manage Call Forwarding if Unreachable with Quick Codes

    • To check if Call Forwarding if Unreachable is on or off, dial *#62# from your phone. 
    • To turn on Call Forwarding if Unreachable, dial **62* before the number you want to forward calls to, followed by #.
    • To turn off Call Forwarding if Unreachable, dial #62#.

    Manage Call Forwarding if No Reply with Quick Codes

    • To check if Call Forwarding if No Reply is on or off, dial *#61# from your phone. 
    • To turn on Call Forwarding if No Reply, dial **61* before the number you want to forward calls to, followed by #.
    • To turn off Call Forwarding if No Reply, dial #61#.

     

    Caller ID

    Caller ID allows you to change the way your mobile phone number is displayed when you are calling someone.

    • You can turn Caller ID on or off in My Account, or by dialling 1571 from your phone. 
    • To hide your phone number for one call only, dial 1831 before the number you're calling.
    • To show your phone number for one call only, dial 1832 before the number you're calling.

    1. Log in to My Account and hit Settings.

    2. Hit the + (plus) icon next to Caller ID.

      My Account - Caller ID Settings

    3. Use the ON/OFF switches for Send Calling Line Identification and/or Calling Line Identification Display as desired. Changes will be saved automatically but may take up to 5 minutes to apply.

      My Account Mobile Features - Caller ID Settings

     

    Call Waiting

    Call Waiting will play a tone if you get another call while you're already in a call. You can swap between two calls - if you get a third call, you'll need to hang up one of the first two calls.

    • To check if Call waiting is on or off, dial *#43#.
    • To turn on Call Waiting, dial *43#.
    • To turn off Call Waiting, dial #43#.

     

    Extend your mobile ring time

    You can extend the ring time for incoming mobile calls to a maximum of 30 seconds, in increments of 5 seconds.

    Dial **61*121** before the number of seconds to ring (e.g. 20, 25 or 30), followed by #.

    When you change your TPG Mobile plan, your new plan will kick in at the start of your next billing period. If your next billing period begins in less than 7 days, your new plan will kick in at the start of the following billing period instead.

    Important: If you submit multiple plan changes, you may override your previous plan change.

    1. Log in to My Account and hit Change Plan.

      Never used My Account before? Check out An Introduction to My Account.

    2. Under "Want to try a new plan?", hit Change Plan. 

      My Account Change Mobile Plan

    3. Choose your new plan from the list of available options. Take note of the date your plan change will happen, then hit Next.

      My Account - Mobile plan change date example

    4. You'll see a summary of your plan change. If you have a promo code, enter it and hit Apply.

    5. Tick the box to agree to the terms and conditions and then hit Submit.

      My Account - Mobile plan change submit

    6. We'll send you an email and SMS to confirm when your plan change is done.

    1. Check the signal strength indicator in the top-left corner of your handset screen. If you have a weak signal, try making calls closer to the base station, or move the base station to a more central location in your workplace.

    2. Restart the handset by disconnecting the power and Ethernet cables from the base station for 10 seconds, then reconnect.

    3. Ensure that your internet connection is not dropping out at the same time as your calls. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

    4. Similarly, check if call dropouts are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.

    5. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in call issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.

    6. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
      Note: TPG modems have this setting disabled by default.

    7. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of call dropouts.

    8. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

      Number Called From:
      Number Called To:
      Time/ Date of Call:
      Issue Experienced:

    9. If dropouts consistently occur after a certain length of time, or only occur with calls from certain carriers, we may need to investigate a carrier level issue. Please call us on 1300 365 313 (option 3) if your notes indicate this is the case.

    10. If you suspect a handset has been damaged, please call us on 1300 365 313 (option 3).

    11. If you're still unable to make or receive calls, please email bizphonesupport@tpg.com.au with your test result numbers, and reference this troubleshooting article.

    1. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.

    2. Ensure that your internet connection is not dropping out at the same time as your calls. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

    3. Similarly, check if call dropouts are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.

    4. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in call issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.

    5. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
      Note: TPG modems have this setting disabled by default.

    6. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of call dropouts.

    7. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

      Number Called From:
      Number Called To:
      Time/ Date of Call:
      Issue Experienced:

    8. If dropouts consistently occur after a certain length of time, or only occur with calls from certain carriers, we may need to investigate a carrier level issue. Please call us on 1300 365 313 (option 3) if your notes indicate this is the case.

    9. If you suspect a handset has been damaged, please call us on 1300 365 313 (option 3).

    10. If you're still unable to make or receive calls, please email bizphonesupport@tpg.com.au with your test result numbers, and reference this troubleshooting article.

    1. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.

    2. Ensure that your internet connection is not dropping out at the same time as your calls. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

    3. Similarly, check if call dropouts are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.

    4. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in call issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.

    5. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
      Note: TPG modems have this setting disabled by default.

    6. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of call dropouts.

    7. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

      Number Called From:
      Number Called To:
      Time/ Date of Call:
      Issue Experienced:

    8. If dropouts consistently occur after a certain length of time, or only occur with calls from certain carriers, we may need to investigate a carrier level issue. Please call us on 1300 365 313 (option 3) if your notes indicate this is the case.

    9. If you suspect a handset has been damaged, please call us on 1300 365 313 (option 3).

    10. If you're still unable to make or receive calls, please email bizphonesupport@tpg.com.au with your test result numbers, and reference this troubleshooting article.

    Please select your handset to view the troubleshooting guide:

    If your handset is not listed here, please contact us for assistance.

    Are most websites fine but you can't get to one website? These steps will help identify the issue.

    1. The website may just be affected by an outage or planned maintenance. You can check the website on Is It Down Right Now? or Down For Everyone or Just Me.

      If the website has an outage or planned maintenance, you'll need to wait until it's over.

    2. Clear your browser cache, then try to go the website. Here are guides for popular browsers:
      - Mozilla Firefox Clear cache
      - Google Chrome Clear cache & cookies
      - Apple Safari Clear history, cache & cookies
      - Microsoft Edge Manage and clear cache

    3. Try visiting the website on a different web browser, like Mozilla Firefox or Google Chrome.

      If a different web browser works, try resetting your browser:
      - Mozilla Firefox Refresh to default settings
      - Google Chrome Reset to default
      - Apple Safari Remove all website data
      - Microsoft Edge currently can't be reset, please use a different browser.

    4. Run a PingPlotter test for the website and keep the results handy. We'll need them to investigate your issue.

    5. Still can't go to the website? Call us on 13 14 23 and we'll help you.