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What to do if your SIM card gets lost or stolen
What to do if your SIM card gets lost or stolen

Order a new replacement SIM and we’ll block your lost SIM straight away.

Casey avatar
Written by Casey
Updated over a week ago

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

If your SIM has been lost, stolen or damaged, don’t worry, we’ve got your back. 👇

Here’s how it’ll work:

  1. Follow this link to order a free replacement SIM.

  2. You’ll be asked to confirm your delivery address, or provide a new one.

    Along with this, if you're a Group Owner requesting a replacement SIM for a Group Member, you'll be prompted to confirm the full name and number of the Member you're requesting a new SIM for.

  3. Once you submit a request, the service on your account will be suspended immediately for your security.

  4. 📪 SMARTY SIMs are delivered by Royal Mail 1st class post. Please allow 2-3 working days for it to arrive.

  5. Once your SIM arrives, pop your SIM into your device and follow the steps on your dashboard to activate your new SIM and resume your service.

Activation should happen in just a few minutes, but could take up to 2 hours.


  • What if my plan expires?

If your current plan expires before your new 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 SIM.

  • Having issues activating your SIM?

If it’s been more than 2 hours since you activated your new SIM and you’re still having issues, follow these steps to troubleshoot the issue you’re experiencing.

  • Can I order a replacement SIM without suspending the service on my account?

No, your service is immediately suspended on your existing SIM when you order a replacement to prevent any use, i.e. if it has been stolen. Once done, this cannot be reversed and you can resume service when your new SIM arrives.

  • I need a new SIM now, can you transfer my number to the Bonus SIM I have?

Unfortunately not, this SIM cannot be linked to your account. The only way to keep your number with the same account is to order a replacement.

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