• The best way to get in touch with us is via our dedicated email at simswap@email.orcon.net.nz
• Otherwise, if you need to speak to us urgently, call Care 0800 13 14 15.

If you’ve swapped your SIM card, but it’s not working as it should, try out the below steps to see if it fixes the issue.

1. Switch flight mode to on, then switch it off again.
2. Turn your phone off for 30 seconds then turn it back on.
3. Check your SIM card has been inserted correctly, the corner on the SIM card should line up with the one in your SIM slot.
4. Take out your SIM card and re-insert it.

If none of these work, you can try the below steps:

Put your old SIM in your phone

• If it works, then your SIM hasn’t been swapped. Please email our team to rebook your swap.

Set network to automatic - iPhone

• On your iPhone go to Settings
• Tap Mobile/Cellular > Network Selection
• Toggle the Automatic switch to On

Set network to automatic - Android

• On your Android phone or tablet, open the “Settings” app.
• Tap on Wireless and Networks > Network operators (This may be under Connections)
• Toggle “Automatically select network” to on.

Still having trouble?

• Email us on simswap@email.orcon.net.nz.
• Call us on 0800 13 14 15.

Firstly, on your phone, try turning flight mode on and off, or try turning your phone off for 30 seconds, then turn it back on.

If this doesn’t work, you should check your phone’s APN settings. You can see where to find your phone’s APN settings below.

Change APN settings on iPhone

1. On your iPhone go to settings
2. Tap Mobile/Cellular > Mobile Data Network
3. Enter details as shown below

Change APN settings on Android

1. On your Android phone or tablet, open the “Settings” app.
2. Tap on Wireless and Networks > Access Point Names (This may be under Connections)
3. Tap on the APN you’d like to edit. If you can’t see any, tap on the + button or on the menu button and tap “Add APN”

If you can’t see find your APN settings check your mobile phone’s user guide for instructions.

Once you’ve found them, they should be set as below.

Mobile Data APN Settings

Username: leave blank
Password: leave blank
APN: internet

MMS APN settings

Username: leave blank
Password: leave blank
APN: mms
MMSC: http://mms.2degreesmobile.net.nz:48090
MMS proxy: 118.148.1.118:8080
MMS max message size: leave as default size
MMS UA Prof URL: leave blank

You may experience delays in receiving short code or premium SMS messages (eg. verification codes from banks). This is because the sender of these messages needs to update their systems to recognise that your number has moved to a different network. This could take a few days.

For iPhone users, this may also impact your ability to use iMessage and FaceTime until this has been updated.

We’d love to help. Here’s how you can get in touch with us:

• Email us on simswap@email.orcon.net.nz.
• Call us on 0800 13 14 15.