How to recover One NZ number which has lapsed?

Forums › One NZ (including Farmside) › How to recover One NZ number which has lapsed?

1 | 2 | 3

Intof

4 posts

Wannabe Geek

#3324167 24-Dec-2024 12:15

Just ran into the same situation with a number I have owned for a very long time, desperately hoping to get some help, 😭 Trying..... but so far no luck yet with offshore customer services team on the phone.

quickymart

15110 posts

Uber Geek
+1 received by user: 14315

ID Verified

#3324187 24-Dec-2024 13:51

What happened? When did you last top up, assuming it's a prepaid number?

mjm

2 posts

Wannabe Geek
+1 received by user: 1

#3324198 24-Dec-2024 14:12

Send a message to @AdamGZ through Geekzone messaging system. - The guy sorted my inactive number problem almost effortlessly (although it did require a visit to a retail store to get a new SIM card).

Intof

4 posts

Wannabe Geek

#3324231 24-Dec-2024 15:13

quickymart:

What happened? When did you last top up, assuming it's a prepaid number?

Hi everyone, just to provide a quick update, I have retrieved my number back through an authorized friend's visit to the store in Auckland

Yes it is a prepaid number. Very similar situation, I'm overseas and thought I had topped it up in September this year but I didn't. The number was active and in good use last month. Tried to use the number yesterday and realized that my account and phone number were inactive. The last top up was possibly in late October last year.

All of my phone calls were connected to offshore customer services teams. Technical team wasn't able to help much and suggested that I try Sales. Sales team suggested a visit to the store.

At the store, the staff helped reactivate my number and account and now I am using an e-sim. Best Christmas gift for the year!

So here is a process that might help

call customer service number and ask for sales team
verify yourself through pin and a call back
authorize a NZ person to visit the store on your behalf
at store, check whether the number can still be recovered. If it is in quarantine, reactivate it on an e-sim or physical sim that can be posted to you

NB: I suppose this varies with the length of time the number has been inactive, but give it a go and good luck to anyone who might run into the same situation!

Merry Christmas everyone!

Intof

4 posts

Wannabe Geek

#3324232 24-Dec-2024 15:14

mjm:

Send a message to @AdamGZ through Geekzone messaging system. - The guy sorted my inactive number problem almost effortlessly (although it did require a visit to a retail store to get a new SIM card).

Thanks! Already did but all good now the number is back :)

Intof

4 posts

Wannabe Geek

#3324255 24-Dec-2024 16:55

Intof:

mjm:

Send a message to @AdamGZ through Geekzone messaging system. - The guy sorted my inactive number problem almost effortlessly (although it did require a visit to a retail store to get a new SIM card).

Thanks! Already did but all good now the number is back :)

And it turned out to be Adam after all. :)

Geekzone support

Support Geekzone with one-off or recurring donations Donate via PressPatron.

NglButiLoveTechnolog

141 posts

Master Geek
+1 received by user: 6

#3368410 28-Apr-2025 22:32

Sorry to bring back an old post but I too am having this problem as well where my SIM Card mobile number recently got expired. However, Im not with ONE NZ but instead Kogan NZ (Which uses ONE NZ mobile network). Ive contacted Kogan NZ a while back (1 month a go) but everyday they keep sending me different writing structure replies (theyre not automated) saying it takes 48-72 hours to resolve the issue..Any help much appreciated.

lana1729

2 posts

Wannabe Geek

#3481986 18-Apr-2026 19:46

Hello!

Bringing this back as I am facing the exact same issue! I got my friend to go in store and explain the situation but the said they cannot do anything until I am physically there to verify my identity however I now live in a different country. I talked to the overseas assist number and they said while they personally can’t verify me over the phone, the in store staff can help me complete this with the assistance of my friend so I’m stuck in a bit of a loop.

I’ve attempted to message @AdamGZ but I’m not sure if he is active anymore?

Linux

12360 posts

Uber Geek
+1 received by user: 8650

Trusted

Lifetime subscriber

#3482003 18-Apr-2026 19:51

@lana1729 Correct your friend was not the owner of the number so they can't support you! Like asking them to pop into a bank on your behalf and get money out of your account

You should of set a calendar reminder or something to top-up your mobile number to keep it active

Even to do a SIM swap these day photo ID is required

Linux

12360 posts

Uber Geek
+1 received by user: 8650

Trusted

Lifetime subscriber

#3482005 18-Apr-2026 19:55

@lana1729 I know your case is not a SIM swap but kind of close!

https://one.nz/help/mobile-phones/sim-swap/

lana1729

2 posts

Wannabe Geek

#3482007 18-Apr-2026 19:59

I normally would top up the phone on my annual trip back to NZ so I could use the SIM card again and not pay for roaming but I was unable to make my usual one and therefore didn’t top it up as needed (very frustrating I forgot!)

Having a nominated person has worked for many people before, including myself who went in to help with my friend on a call and he sent through all his verification and identifications which they were happy enough to provide.

Thank you for providing the link! Already had a read through it and it’s not much help unfortunately.

New World

Shop on-line at New World now for your groceries (affiliate link).

Linux

12360 posts

Uber Geek
+1 received by user: 8650

Trusted

Lifetime subscriber

#3482011 18-Apr-2026 20:04

lana1729:

Having a nominated person has worked for many people before, including myself who went in to help with my friend on a call and he sent through all his verification and identifications which they were happy enough to provide.

@lana1729 Worked before but not now the rules have changed due to identify theft

My friend needed a SIM swap done 2 weeks ago and they had to visit a OneNZ store with ID and the SIM swap needs to be approved by a manager!

1 | 2 | 3