Lost or stolen

Your number and credit

Firstly lets look to keep your number and credit – getting the SIM card sorted

  • Call us straight away on 0800 284 800 and we can suspend your account. This will stop anyone using your credit.
  • Now to keep your number you just need to get yourself a blank SIM (not a standard Warehouse Mobile SIM), and we'll move your old number and credit onto it. A blank SIM costs $4. You can pick one up from one of our 90+ stores.
  • Once you have this SIM, call us back to arrange moving your number and any remaining credit over.

Now your phone

Now the lets Block/Blacklist your lost or stolen handset

  • If you've lost or had your handset stolen and want it blocked from being used by someone else to use it on any network in New Zealand, we can have the handset blacklisted. The process is known as ‘IMEI blocking' and effectively blocks any device from being used on any NZ network. To blacklist or un-blacklist your handset you must call Customer Care on 0800 284 800.
  • IMEI Code required: We need to verify ownership of the handset through an IMEI code. IMEI codes should be on the phone's original packaging box (if you still have it). Alternatively you can call us and we may be able to help you find your IMEI number.
  • You can check to see if any handset has been blacklisted by texting ‘check' and the IMEI number to 255.
  • For more help and information with SIM cards, visit our SIM cards page.


Start typing the name of the country you're looking for.


Can I call a satellite phone?
You can call or text people with satellite phones, these rates are:

Satellite Calls




$12.00 a min

$2.00 per text


$12.00 a min

$2.00 per text

Roaming rates

Start typing the name of the country you're looking for.


Calls: are per minute (part mins are rounded up to the nearest minute).

Text : are per text.

Data charges are rounded up to the nearest 8kb then rounded to the nearest full cent. Minimum 1c charge per session.

If the country you're looking for is not listed you may not currently be able to use your Warehouse Mobile there. This list can change, so check back the next time you travel.

Topping Up

It's best to top up with plenty of credit to see you through your trip, but if you need to top up abroad you can top up online with your credit card through My Warehouse Mobile, or call +64 284 800 800 to do it over the phone. Roaming calls to this number will be charged as per the rates shown in the table.

Connection issues?

Set your network mode to 'Auto'. If you're experiencing connection issues then make sure your Network search mode is on 'Auto' which is found under 'Settings' and then 'Network' on your phone (or 'Carrier' on iPhones). If this doesn't fix the issue, then remove your phone battery (iPhone users power off) for 1 minute if you still can't connect.

The USA or Canada can be a little different

North American mobile networks run on 850MHz and 1900MHz, so check your phone will run on one of these before you hop on the plane.

Calling Customer Care or your voicemail whilst overseas is charged on a per-minute basis like any other international call.

Want to access Voicemail abroad?

What if Voicemail doesn't work abroad?

Please note not all overseas carriers will support voicemail/call forwarding. To cancel call forwarding simply dial ##004#. Your message service will then operate as normal when you arrive back in New Zealand without incurring any cost.

Terms and conditions
Terms and conditions
Keep your number
Currently on Prepay?
Currently on Pay monthly?
Texting issues
Signal issues - I’ve got a SIM and can’t get any mobile signal?
Top tips for maximising coverage and speed
Mobile settings
Can I call a satellite phone?
Want to access Voicemail abroad?
What if voicemail doesn’t work abroad?
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