Skip to content
Vodafone Australia Vodafone Australia
How can we help?

Ensuring that your security information and personal details are safe

From time to time Vodafone may contact you for marketing or servicing reasons. Vodafone will never call you and ask for a one-time passcode sent to your mobile or email, to verify you.

Organisations can help avoid data theft by using security measures, known as multi-factor authentication (MFA), to confirm your proof of identity. Vodafone uses MFA security measures such as one-time passcodes to help keep your data and account information safe. Because of this, it’s best to make sure your personal contact information like your mobile number is up to date in our system. Check out this article, for more information on MFA.

If we send you an unprompted email, we will never ask you to click on a link to fill out your security information such as your PIN, password or date of birth or your personally identifiable information such as your address or payment details. Be mindful of scammers using click-bait or phishing emails to obtain this information. However, if you contact us requesting to make a payment, we may send you an email or SMS with a link to complete your payment. We will never send you a link to make a payment unless you have first requested assistance.

If you’ve received a call, text or email claiming to be from Vodafone but you suspect isn’t or could be fraud, or the sender or caller is claiming to be from Vodafone but is asking you to provide security information or personally identifiable information, please report it by completing our Scam Lodgement Form and providing:

  • a screenshot of the text message and the sender’s phone number
  • the date and time and the phone number that contacted you claiming to be from Vodafone
  • or by forwarding the alleged email.

If you suspect you have been a victim of fraud, you should also immediately contact your financial service provider.

You can communicate with Vodafone through Social Media such as Twitter and Facebook. To ensure you are protecting yourself, please stay vigilant when online and be aware of:

  • Never provide personal information on a public wall (including Facebook, Twitter, Apple Store & Google Play Store)
  • Vodafone Social Media Teams will respond to customers who make contact with us via our social channels but will never proactively reach out to you. If you are contacted on Social Media by anyone claiming to be Vodafone, do not provide any information and contact our official Social Media messaging channels on Facebook or Twitter
  • When chatting to us on social media, ensure it’s the verified Vodafone account (marked with the blue tick)
  • Don’t provide any personal information (including PIN) in a message thread. We will only ever ask for this using our official ID forms.

If you have suspicions about any communication via Social Media, please complete our Scam Lodgement Form.

From time to time you will receive SMS messages and emails from Vodafone. 

Often these emails or SMS include links to support pages, payment tools or My Vodafone.

  • Never click on links in an SMS that aren’t from an official Vodafone number
  • Unless you have contacted us directly, all links that assist customers in making payments will first require you to log into your official My Vodafone account or enter an account number, not your mobile number. When you contact us, we may send you an email or SMS with a link to assist you in making a payment, this link will not require you to disclose any authentication details.
  • Unless you have first contacted us directly, we will never email or SMS you a link to make a payment.
  • If you receive an email or SMS with a one-time code that you did not request, ensure you do not provide the code to anyone
  • Double check the sender of an email before responding or clicking on any links
  • Please ensure all of the details in an order confirmation SMS are correct before responding. Decline even if there is a slight discrepancy
  • We will only send a one-time code to validate your identity if you are contacting us. Vodafone will never contact customers and ask them to verify themselves by providing a one-time code 

You may receive a phone call from Vodafone, this maybe for a promotion or in response to a call back request. 

  • Vodafone will never call you from a private number.
  • Vodafone will never contact you and ask you to provide personal information unless you opt to complete a specific transaction with us that requires us to gather this information.
  • Do not provide your password, or one-time passcodes to someone who called you
  • Never click on a payment link sent by someone who called you
  • Don’t hesitate to question the legitimacy of a caller. If you ever receive a call claiming to be Vodafone and you are unsure of the legitimacy, hang up and call us on 1555 from your Vodafone mobile, or 1300 650 410 from any other phone

While on our website, you may receive a pop up asking you to chat with us, please be aware that:

  • When chatting, ensure you are using the official Vodafone website

If you get a pop up from someone claiming to be Vodafone inviting you to chat and you are not on the Vodafone website, please close the window and contact Vodafone on 1555 or complete our Scam Lodgement Form.

What else can we help with?
© 2024 TPG Telecom Limited ABN 76 096 304 620 We acknowledge the Traditional Custodians of the land on which we live, work and connect. We pay respect to Elders, past, present, and emerging.