If you want to change provider and cancel your current service but don't want to keep your mobile number, you can request a Service Termination Authorisation Code (STAC).
You can get a STAC free of charge via one of the following channels:
Your online dashboard
By sending a text message with the word ‘STAC ddmmyy' to 75075 (the ddmmyy should be your date of birth, which you provided when creating which your online account and is needed for security reasons)
Contacting our Customer Team via web chat at www.superdrugmobile.com
After you request this, we’ll immediately send you a text message with your STAC. 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).
There will also be a link to your online account, where you will 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, you will have to give your STAC to your new provider. Once you have switched, your service with us for your Superdrug Mobile account will terminate and we will stop billing you for this number.
Please note: A STAC will not transfer your mobile number and once a STAC is used you will be unable to get this mobile number back. If you want to keep your mobile number, please request a PAC code instead.
Good to know: Your STAC will be valid for 30 days. If you do not give your STAC to your new provider, your service will not switch, and you will continue to be billed.
If your STAC 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.
See our useful guide: http://help.superdrugmobile.com/en/articles/7210443-porting-in-and-out
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.