What to Do If Your Mobile Number Has Been Stolen (SIM Swap) Without Your Authority

If your mobile number has been taken over without your permission (commonly called a SIM swap), it’s important to act quickly. This can allow someone to access your calls, messages, and even online accounts.

This guide explains what to do and how to protect yourself.

How can someone steal your number?

If a criminal has your personal information, they can steal your mobile number in a couple of ways:

An unauthorised port—the criminal contacts a new telco and pretends to be you, sets up an account and ports your number.

A SIM swap—the criminal purchases a SIM card and then contacts your current telco pretending to be you and requests to have your number transferred to the purchased SIM card.

Once a criminal has your number, they can receive SMS verification codes. This means they can get access to services such as your bank, email and social media.

Signs Your Number May Have Been Stolen

You might be experiencing a SIM swap if:

• Your phone suddenly shows no signal or “No Service”
• You stop receiving calls or SMS messages
• You receive alerts about account changes you didn’t request
• You’re locked out of accounts that use SMS verification

Step 1: Contact us immediately

Call the Aatrox communications helpdesk on 1300 645 699 as soon as possible and report the issue.

Ask them to:

• Suspend your number
• Investigate unauthorised SIM changes
• Restore your service to a secure SIM

 Step 2: Secure Your Accounts

Once your number is compromised, attackers may try to access your online services.

Immediately:

• Change passwords for email, banking, and important accounts
• Enable multi-factor authentication (MFA) (avoid SMS where possible)
• Check for any suspicious activity

 Step 3: Contact Your Bank and Financial Services

If your number has been used for verification:

• Notify your bank and credit providers
• Ask them to monitor or freeze accounts if needed
• Check for any unauthorised transactions

Step 4: Report the Incident

You can report the incident to:

• Australian Communications and Media Authority (ACMA)
• Scamwatch
• IDCARE

These organisations can provide support and help track scam activity.

How to Protect Yourself in Future

To reduce the risk of SIM swap attacks:

• Avoid using SMS as your only 2FA method
• Use authenticator apps (e.g. Google Authenticator, Microsoft Authenticator)
• Set a porting or account PIN with your provider
• Be cautious about sharing personal information online
• Watch out for phishing emails or messages