Protecting your phone

What steps do you need to take to keep your device safe and protect yourself from identity theft?

Protecting your Phone

Mobile devices are used for a lot more than making calls or texting these days. We use them for emailing, surfing the net, personal banking and a whole lot more.

  • Think of your mobile phone as a small computer you carry with you, so keep it safe.
  • It’s important you protect your personal information from being misused or wiped from your device, and we recommend you set up a PIN / password to securely lock your mobile whenever it’s not in use.
  • Make sure your PIN is not easy to guess and 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.
  • If you sell or give your mobile device away, make sure you complete a factory reset first to delete all of your personal information. And remember to either format or remove any included memory card.

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.

Online and text activity

  • When surfing the net on your mobile device, as with a home PC or laptop, ensure you visit only trusted sites.
  • 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

  • If you misplace your mobile phone, call us to have it suspended. Call us on +64 22 200 2000 if you're overseas or 0800 022 022 if you're within NZ. 
  • Remember, you are responsible for all usage on your mobile whether it's in your possession or not, so it’s important you take action as soon as your realise you have misplaced it. If you find it, the suspension can be removed once we have verified you are the legitimate owner.
  • If your phone has been stolen, it should be reported to the Police; this is necessary if you plan to make an insurance claim.
  • It’s a good idea to back up any important information stored in your phone so you have a copy kept somewhere safe.
  • You can also have your lost or stolen handset blacklisted so that it cannot be used by anyone else on any network in New Zealand.

Identity Theft

Identity theft is when someone uses the identity information of another person to pretend to be them. If you become a victim, you face the possibility of your personal details being used to gain credit without your knowledge. You could discover you have an account with 2degrees in your name that you weren’t aware of. Sometimes you will only become aware when you apply for credit and find you have an outstanding debt. Therefore it’s essential you keep your personal details safe.

What can I do to stay safe?

  • 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 that your current ID can be cancelled, thus preventing someone from using it fraudulently.
  • Limit the amount of personal information you provide on social network sites.
  • Sometimes it is necessary for 2degrees to request your ID to make sure you are who you say you are, such as when you open a Pay Monthly account.  This information is stored securely and is never shared with a third party for marketing purposes unless you give us your permission to do so.
  • 2degrees have a dedicated fraud team who can assist you if your ID has been stolen and used to obtain service with us. You can email us at  Make sure you include your full name and contact details so we can contact you.

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 to automatically top up your prepaid 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.
  • 2degrees use 3D Secure (Verified by Visa and Mastercard Secure Code) to protect both you and 2degrees for recharge and Online Shop 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
  • Find our more about 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

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