What happens when I ask for a SIM swap?
A SIM swap is a provisioning process where the current SIM serial number on an existing service number is replaced with a new one because of a lost/stolen device, outdated SIM version, eSIM activation, etc.
Will I keep my existing phone number/s after the SIM swap is performed?
Yes. Your Truphone number/s will remain intact along with voicemail configurations etc.
I do not have a replacement SIM card.
If the device is eSim compatible and the company's Truphone Account is eSIM authorised, you are eligible to activate a Truphone eSIM profile.
Contact Customer Service to request a QR code. Scan this code from the device to install the Truphone eSIM profile.
Will the services start to work after installing the Truphone eSIM profile?
One last step. You will need to provide Customer Service with the SIM serial number for a SIM swap to be completed.
Android Users:
From the home screen, choose Settings.
- Scroll down and tap About or About Device.
- Choose Status or Phone Identity – this will depend on what model you’re using.
- Choose IMEI information.
- Your SIM number will show as the IMSI number, ICCID or SIM ID.
Apple Users:
- From the home screen, tap Settings.
- Tap General.
- Tap About.
- Your SIM card number will be listed under ICCID or EID.
I received a replacement SIM card.
You will find a 19-digit number from the plastic card. This is defined as the Serial number.
The SIM swap may be completed by calling Customer Service.
Truphone Business Portal (for Account Admins)
The SIM swap may be completed by calling Customer Service or via the Truphone Account Portal.
As soon as the network accepts the SIM swap request, your old SIM card will stop working and you are ready to insert or use the new SIM in your device.
