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How to replace your SMARTY SIM

Learn how to get a replacement SIM

Written by Brandon Taylor

The quickest and easiest way to request a replacement SIM for your SMARTY account is via your dashboard. Below is a step-by-step guide to getting your SMARTY replacement SIM.

New to SMARTY: we now offer eSIMs as well as physical SIMs, giving you the freedom and flexibility to get back up and running quickly.

⚠️ Very important: Please do not request a replacement SIM if you are currently in the process of porting your old number to SMARTY. Wait until the port has fully completed.

Click here to order a replacement SIM

Or in your dashboard, go to Account settings > Manage plan > Replace SIM

If you are a Group owner, you will need to select and confirm the account the replacement SIM is for.

Choose the type of SIM you would like, either Physical or eSIM. Then we've listed some instructions below if you need support 👇

A SMARTY account page titled “Replace my SIM.” It asks what type of SIM you would like, with two options: Physical SIM, which is selected and sent by post, and eSIM, marked as new and described as digital. A large Continue button appears at the bottom.

Physical SIM 📱

  1. After selecting Physical SIM, select your reason for the replacement SIM.
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    A SMARTY account page titled “Order a physical SIM.” It asks why a replacement SIM is needed, with radio‑button options including Change SIM type (selected), I have a new device, My phone was lost or stolen, Installation issues, and Something else. A Continue button appears at the bottom.

  2. Next is the important part: confirm or update your delivery address for your replacement SIM. We are unable to edit the shipping address once it has been submitted. You will also see two options, here's what each option means:
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    ​Keep Service Active 🟢
    Your current SIM will keep working until your new SIM is activated. This means you can stay connected with no downtime.
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    ​Suspend Service 🔴
    We’ll block your current SIM until your new one is installed. You won’t be able to use your service during this time, but it’s a good option if your SIM is lost or stolen.
    ​

    A SMARTY webpage titled “Get my physical SIM.” It shows the current delivery address in a highlighted box, with a link to edit the address. Below is a question asking whether to keep the current SIM active, with Yes selected. Additional text explains delivery by Royal Mail First Class and activation steps. A large button at the bottom reads “Got it, request a new SIM.”

    ​

  3. All done - Your replacement SIM will arrives within a few days, just head to your dashboard to activate, and you are good to go.

eSIM ⚡📱

  1. After selecting eSIM, you will need to ensure your device is compatible before continuing. You can find out more about device compatibility here.
    ​

    A SMARTY “Replace my SIM” page showing SIM options, with eSIM selected, brief compatibility guidance below, and a Continue button at the bottom.

  2. Next, select the reason for the replacement SIM. Note: If you select 'My phone was lost or stolen', services on your existing SIM will be automatically suspended for security.
    ​

    A SMARTY “Order my eSIM” page asking why a replacement SIM is needed, with Change SIM type selected and a Continue button at the bottom.

  3. Now you need to decide whether to Activate Now or Activate Later, here's what each means:
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    ​Activate Now 🟢
    ​    Your current SIM will be disconnected straight away, and your new eSIM will be sent to your registered email address. Add the eSIM to your device and you’re good to go. This option means minimal downtime.
    ​
    ​Activate Later 🔴
    You’ll also be logged out of your dashboard. We’ll send you an email with a link to reactivate your account. Once you’re reactivated, your eSIM details will be emailed to you. Just a heads-up - you’ll still be charged during this time.

    You will also see the email address your eSIM will be sent to. If this is wrong, or needs updating, you will need to update via your account settings before requesting an eSIM.
    ​

    A SMARTY “Get my eSIM” page asking when to activate the eSIM, with Activate now selected, an email address shown for instructions, and a Continue button.

  4. Now, if you chose Activate Now, you will receive an email containing your new eSIM. If you chose Activate Later, you will receive a suspension email with instructions on how to reactivate and get your eSIM when you’re ready.

FAQs

I've ordered a physical SIM, how long will it take to arrive?

Find out more about SIM deliveries here

My plan is paused, can I order a replacement SIM?

No, you'll need your plan to be live to order a replacement SIM.

What if my plan expires whilst my physical SIM is in transit?

If your current plan expires before your new physical SIM arrives, that’s ok.

We’ll ask you to make a payment only once you’re ready to activate your replacement SIM. Once your new SIM arrives, pop it into your device, and follow the steps on your dashboard to renew your plan and activate your new SIM.

I'm a Group Member part of the Everyone Unlimited plan, how can I get a replacement SIM?

You'll need to contact us to arrange a replacement.

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