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.
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 👇
Physical SIM 📱
Physical SIM 📱
After selecting Physical SIM, select your reason for the replacement SIM.
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:
Keep Service Active 🟢
Your current SIM will keep working until your new SIM is activated. This means you can stay connected with no downtime.
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.
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 ⚡📱
eSIM ⚡📱
After selecting eSIM, you will need to ensure your device is compatible before continuing. You can find out more about device compatibility here.
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.
Now you need to decide whether to Activate Now or Activate Later, here's what each means:
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.
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?
I've ordered a physical SIM, how long will it take to arrive?
Your SIM will be delivered by Royal Mail 1st class post. Please allow 2-3 working days for it to arrive.
My plan is paused, can I order a replacement SIM?
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?
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.