If you want to change provider and keep your mobile number, you'll need to request a Porting Authorisation Code (PAC). You can get a PAC free of charge via one of the following channels:

After you request this, we’ll immediately send you a text message with your PAC. This message will let you know the balances on your account (for example, any credit or cash add-ons).
Please note the balance information may change, for example, if you buy a cash add-on, use your existing cash add-on or use credit to renew or purchase data. Once you've ported out you'll be entitled to a refund of those balances (please chat to us online to request this) within 90 days of the transfer.

There will also be a link to your online account where you can find more information about your plan. You can start a chat with us online if you have any more questions and want to speak to one of the team. 

If you want to go ahead with the switch, give your PAC to the new provider. Once you have switched, your mobile number will transfer to your new provider within one working day, service with us for your Superdrug Mobile account will terminate and we will stop billing you for this number.

Good to know: Your PAC will be valid for 30 days. If you do not give your PAC to your new provider, your service will not switch and you will continue to be billed. 

If your PAC information hasn’t arrived within one minute of submitting a request either via SMS, through your online account, or one minute from the end of your web chat where it was agreed this would be sent, you could be entitled to compensation. Contact us for more information or to make a claim.

Need more help?

You can contact us via web chat – we love to chat! Web chat is available 8am-8pm, 7 days a week (excluding Bank Holidays).

If you need help outside of these times, you can still submit your question via web chat and leave your email address or mobile number. We’ll reply as soon as possible.