Your privacy and security are a top priority. This guide explains how your account and devices are protected, and the tools available to help you stay secure.

Third-party access

• Your account manager may have third-party access to help administer your services.

• If enabled, they can see information such as calls, messages, and data usage.

• If not enabled, they cannot access sensitive account details.

Account security

• All accounts are protected with strict monitoring and encryption.

• If you forget your password, you can reset it in my.plan by following the on-screen instructions.

• You may be asked security questions when making changes — this helps verify your identity.

SIM security

• New SIMs are issued with a default PIN: 0000.

• Entering the wrong PIN three times locks the SIM.

• To unlock it, use your PUK code (available in my.plan → Controls → Device Controls).

Cyber security best practice

Attacks on mobile devices are rare, but you can reduce risks by:

• Keeping your device software up to date.

• Avoiding the sharing of sensitive details online.

• Using strong, unique passwords for accounts and apps.

IMEI number

• Every device has a unique IMEI (International Mobile Equipment Identity) number.

• It can be used to block your device if it’s lost or stolen.

• A device's IMEI number is available via my.plan → Controls → Device Controls.

• Alternatively, check your device box or dial *#06#.

• Knowing your IMEI does not pose a risk – it can’t be used to access or control your device.

Lost or stolen devices

If your handset goes missing:

1. Apply a Lost or Stolen bar in my.plan → Device Controls.

   • Blocks calls, texts, and data.

   • Can take up to 24 hours to remove once applied.

2. Request an IMEI block for full protection.

   • Prevents the device from being used on any network.

   • Takes 24-48 hours to apply or remove.