Stay safe

Stay safe

Protecting your Phone

Mobile devices are becoming a primary source of the internet for many kiwis now, so it is essential to keep your personal information safe from being misused or wiped.

Set up a pin

We recommend you set up a PIN / password to securely lock your mobile whenever it’s not in use. Make your pin hard to guess, never use sequential numbers such as 1234. Don’t share your PIN number with anyone else and if you must write it down, make sure you keep it separate from your mobile.

In most instances you can find security settings to set a password or PIN for your mobile device under “Settings”/”Security” or alternatively you can find information on how to set a password for your device in your user guide.

Do a factory reset if you sell or give your mobile phone away

Make sure you complete a factory reset first to delete all of your personal information. Remember to either format or remove any included memory card.

Stay safe online

Only visit trusted sites, and be careful when you are downloading and installing apps from unknown sources.

If you receive a text message containing a suspicious URL – even if it seems to be from someone you know, delete it.

Lost or Stolen

Your number and credit - firstly lets look to keep your number and credit, and getting the SIM card sorted

1. Login to My Warehouse Mobile and suspend your account, or call us on 0800 284 800 and we can do it for you will. This will stop anyone using your credit.

2. 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 will cost $4. We can send it to you or you can pick one up from one of our 90+ stores.

3. Once you have this SIM, call us back to arrange moving your number and any remaining credit over.

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, we can have the handset blacklisted. This 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 will 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.

Identity Theft

If someone uses your identity information to pretend to be you, that’s identity theft. If this has happened to you we need to stop the possibility of your personal details being used to gain credit without your knowledge. Therefore it’s essential you keep your personal details safe.

Preventing Identity theft?

Ensure you keep all ID safe and report any loss immediately to both the Police and the issuing organisation of your ID, such as the Department of Internal Affairs if you lose your passport, or the NZTA if you lose your driver license. This is important so your current ID can be cancelled, thus preventing someone from using it fraudulently. Limit the personal information you provide on social network sites.

Credit cards

Never share your credit card details with anyone else, and make sure you keep your credit card information stored safely. Keep your PIN number stored safely and well away from your credit card.

If you have registered your credit card for an auto top up and you misplace your phone, contact Customer Care and suspend your service as soon as you are aware it is missing.

Check your credit card transactions online regularly and report any unusual transactions directly to your bank.

We use 3D Secure (Verified by Visa and Mastercard Secure Code) to protect both you and Warehouse Mobile for recharge and online store transactions. It is used to authenticate you as the legitimate owner of the credit card during processing, much the same as using a PIN for an ATM or EFTPOS transaction. Find out more about Verified by VISA and Master Card Secure Code.

The above information is not exhaustive, for more information on how to protect your device and yourself from identity theft, visit the Consumer Affairs website, and remember if it looks too good to be true, it probably is!


Frequently Asked Questions

  • How do I bring my number to Warehouse Mobile?

    Keeping your number is easy, simply follow the 3 steps:

    1. Buy a Warehouse Mobile SIM online or in store
    2. Dial 800 to activate it
    3. Register for My Warehouse Mobile and follow the steps to bring your number over

    Once we’ve successfully brought your number over to Warehouse Mobile, we’ll send you a text to let you know. This can take up to 2 business days.

  • What is your number range?

    Our numbers start with the prefix 0284 but you can easily bring your existing number over by registering at My Warehouse Mobile and following the steps.

  • How do I get started on Warehouse Mobile?
  • Will my handset work on Warehouse Mobile?

    If your phone is unlocked it should work on Warehouse Mobile as we are set up to work with almost all GSM mobiles.

    Simply pop in your new Warehouse Mobile SIM and you should be good to go. If you do have problems check out our settings page. You'll find most answers there.

  • Will my handset work if it's from overseas or has been parallel imported?

    You'll need to check the individual model specifications for your mobile - it will need to support 900MHz GSM. If you can't find your mobile's user manual, have a look at the GSM Arena website. A lot of overseas providers lock their mobiles to their network. If this is the case, you'll need to get in touch with them to request the unlocking code.

  • What is a “locked phone”?

    Currently all Warehouse Mobile handsets are locked, which means that the phone can only be used with a Warehouse Mobile SIM. You must unlock the phone for it to work on another network.