Criminals attempt to gain ownership of mobile numbers in order to access online accounts such as banking, email, superannuation, and government portals such as MyGov. By taking taking control of a mobile number, criminals can also gain access to SMS codes (two-factor authentication) that we often have sent to our mobiles.
Once a mobile number has been successfully taken over, criminals will receive your text messages, including those containing password resets and verification codes (often referred to two-factor authentication or multi-factor authentication codes). This then gives them access to your existing online accounts, with banking and email accounts being major targets.
A typical indicator of an Unauthorised Port or SIM Swap is an SOS message on your mobile phone, indicating a loss of phone coverage or reception. SOS in this instance means that your network provider is no longer providing service to your device. Other common indicators include being locked out of accounts such as Internet banking, emails, social media, or other services that rely on password reset or verification codes.
You may also begin to receive emails welcoming you to your new telecommunications provider, or from financial institutions notifying you of updates to your contact details or other account details. Or you may find that you are no longer able to access your email, banking or other online accounts as the passwords have been changed.
Please Note: If you receive a text from your mobile provider (or another telecommunications provider) that your number is about to be ported, respond immediately to the company who have sent the text as you may be able to stop the port.
For additional support or information, contact IDCARE by submitting a Get Help Form or call 1800 595 160 (Aus) or 0800 121 068 (NZ).
Identity Care Australia & New Zealand Ltd (IDCARE) provides identity and cyber security incident response services (the Services) in accordance with the following disclaimer of service:
Mon - Fri: 8am - 5pm AEST
QLD: 07 3555 5900
ACT & NSW: 02 8999 3356
VIC: 03 7018 2366
NT, SA & WA : 08 7078 7741
Mon - Fri: 10am - 7pm NZST
AKL: 09 884 4440
IDCARE as a registered charity does not ask individuals to donate or pay for our front line services. We are not a charity that can receive tax deductible donations.
We rely on organisations that care enough about you to care about us to keep our charitable service going. Proudly these organisations are displayed above and on our Subscriber Organisations page.
If you are asked for payment from someone claiming to be from IDCARE, please report this to us using our Report Phishing email.
IDCARE has access to the Department of Home Affairs Free Interpreting Service, delivered by the Translating and Interpreting Service (TIS National). Access to the Free Interpreting Service is provided to assist you to communicate with non-English speaking people who hold a Medicare card. Please note that the service does not extend to New Zealand citizens or residents who do not hold an Australian Medicare card, or to tourists, overseas students or people on temporary work visas.
New Zealand Relay provides services to help Deaf, hearing impaired, speech impaired, Deafblind and standard phone users communicate with their peers.
A TTY user connects to New Zealand Relay via a toll-free number and types their conversation to a Relay Assistant (RA) who then reads out the typed message to a standard phone user (hearing person).
The RA relays the hearing person's spoken words by typing them back to the Textphone (TTY) User.
The National Relay Service (NRS) is an Australian government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls.
The NRS is available 24 hours a day, every day and relays more than a million calls each year throughout Australia.
ABN 84 164 038 966
IDCARE acknowledges and Respects the traditional custodians of the land on which we operate across Australia and New Zealand.
This website may contain names, images and voices of deceased Aboriginal, Torres Strait Islander and Māori peoples.