Joining Superdrug Mobile
You can request a port into Superdrug Mobile when activating your SIM online, via your account dashboard or through our Customer Team webchat on www.superdrugmobile.com.
Porting can take place in stages. For example, you might stop receiving calls on your SIM and still be able to send text messages. It's best to allow the full timescale for the process to complete, which is 1 working day if the process was started before 5 pm Monday - Friday (not including Bank Holidays).
You can keep your old SIM in your phone until this happens. Once the service is cut off, it's time to use your Superdrug Mobile. We’ll notify you by SMS when it’s done and it’s a good idea to restart your device to make sure everything comes through correctly.
If your port is delayed you may be entitled to compensation, which we will calculate and add to your account automatically within 30 days of its completion. You can chat to us about this through our Customer Team webchat on www.superdrugmobile.com.
You can contact us anytime about your port through our Customer Team webchat on www.superdrugmobile.com.
Leaving Superdrug Mobile
If you decide to leave Superdrug Mobile you may be entitled to a refund of any cash add-ons or unused data bundles or account credit you have. We will advise you of these amounts via SMS and email and you can contact us via webchat on www.superdrugmobile.com to find out more and request the refund.
You can request a PAC, STAC or Info message anytime. The guide here tells you how to do it: http://help.superdrugmobile.com/en/articles/3045668-how-do-i-cancel-my-account
If your PAC or 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.
You can contact us anytime regarding your port (whether it’s to or from Superdrug Mobile), even after your account has been closed. You can still port your number from us up to 30 days of leaving us.
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.