Lost SIM card

If you have lost your SIM card, your next steps depend on whether the SIM card is prepaid or postpaid and its current status. This article explains your available options and what we recommend in each case.

Understand Options for a Lost Prepaid SIM Card

Prepaid SIM cards are managed in My Account → Manage Prepaid Refills when active.

Transfer Balance from a New or Unused Prepaid SIM Card

If your prepaid SIM card was never activated, you can transfer the full balance to a replacement SIM.

• Transfer option: Move unused minutes to a new prepaid SIM
• Fee: $25 USD network administration fee
• Shipping: Additional charges apply

To request a balance transfer, contact Customer Care.

Transfer Balance from an Active Prepaid SIM Card

If your prepaid SIM card is active with remaining minutes, you can transfer the service number and balance to a replacement SIM.

• Transfer option: Move service number and remaining balance
• Fee: $125 USD network administration fee
• Note: The balance expiry date does not change

Alternative: You can purchase a new prepaid SIM card, but any remaining balance on the lost SIM will be forfeited.

To proceed with a transfer, contact Customer Care.

Restore an Active Prepaid SIM Card with No Balance

If your prepaid SIM card is active but has no remaining balance, you must add airtime before a transfer can be completed.

• Step 1: Refill the lost SIM card
• Step 2: Request a transfer to a new SIM
• Fee: $125 USD network administration fee

Recommendation: To avoid transfer fees, consider purchasing a new prepaid SIM instead.

Replace an Expired or Deactivated Prepaid SIM Card

If your prepaid SIM card is more than 270 days past expiry, it is permanently deactivated and cannot be recovered.

• Action: Purchase and activate a new prepaid SIM card
• Note: A new service number will be assigned

Understand Options for a Lost Postpaid SIM Card

Postpaid SIM cards are managed in My Account → Manage Airtime Plans when active.

Transfer an Active Postpaid SIM Card to a Replacement

If your postpaid SIM card is active, you can transfer the service to a replacement SIM.

• Transfer option: Move the service number and plan to a new SIM
• Fee: $25 USD network administration fee
• Shipping: Additional charges apply

Alternative: You can purchase a new SIM card and activate a new service. The existing plan must be canceled to stop billing.

To request a transfer, contact Customer Care.

Replace a Deactivated Postpaid SIM Card

If your postpaid SIM card has been canceled or disconnected, it will no longer appear in your account.

• Action: Purchase a new postpaid SIM card and activate a new service

Note: In some cases, a deactivated SIM card may be eligible for reactivation. For more information, see Reactivating SIM Card Services.

Contact Support for Lost SIM Card Assistance

If you are unsure which scenario applies or need help choosing the best option, please contact Customer Care.

We can help you recover your service or set up a replacement SIM card.