Lost SIM card

We're sorry to hear you lost your SIM card. Depending on the type of SIM card you had and it's current Status, we recommend the following:

Prepaid SIM cards

NEW - Never Activated with full minutes balance

A lost Prepaid SIM that has never been activated can have it's minutes transferred to a new Prepaid SIM. However please note this comes with a $25 USD fee. Shipping is extra. The fees are charged by the network and must be passed onto our customers. If you'd like to transfer the balance to a new SIM card please contact Customer Care.

ACTIVE - With a minutes balance

An active Prepaid SIM (with or without a balance) will appear in the 'My Account > Manage Prepaid Refills' section of your account. We can transfer both the service number and minutes balance to a new SIM card, however please note this comes with a $125 USD fee. The fees are charged by the network and must be passed onto our customers. A transfer does not modify/increase the balance Expiry date. If you'd like to transfer your service and balance to a new SIM card please contact Customer Care. 

Alternatively, you can purchase a new Prepaid SIM card to replace the lost SIM. The new SIM would have a new service number upon activation. Any balance on the old SIM is lost.

ACTIVE - Minutes Expired (no balance)

An active Prepaid SIM (with or without a balance) will appear in the 'My Account > Manage Prepaid Refills' section of your account. We cannot process a service transfer without a balance. If you'd like to retain your service number: 

1. First please refill the lost card: How do I refill a prepaid SIM card?
2. Contact our Customer Care team to process the service and balance transfer to a new SIM. 
   IMPORTANT: The balance transfer fee is $125 USD. The fees are charged by the network and must be passed onto our customers. A transfer does not modify/increase the balance Expiry date.

We highly recommend to simply order a new Prepaid SIM card instead to avoid the extra transfer fees. The new SIM would have a new service number upon activation. 

EXPIRED - Deactivated

A deactivated SIM (270 days past minutes expiry) will no longer appear in the 'My Account > Manage Prepaid Refills' section of your account. You must purchase and activate a new Prepaid SIM. The new SIM would have a new service number upon activation. 

Postpaid (Monthly Plan) SIM cards

ACTIVE

An active Postpaid SIM card will appear in the 'My Account > Airtime Plans' section of your account. We can transfer the plan and service number to a new Postpaid SIM, however please note this comes with a $25 USD fee. Shipping is extra. The fees are charged by the network and must be passed onto our customers. If you'd like to transfer your service to a new SIM card please contact Customer Care. 

Alternatively, you can purchase a new Postpaid SIM card to replace the lost SIM. The new SIM would have a new service number. The old plan (SIM) must be cancelled to stop ongoing charges. 

DEACTIVATED (CANCELLED/DISCONNECTED)

A deactivated Postpaid SIM card will no longer appear in the 'My Account > Airtime Plans' section of your account. You must purchase a new postpaid monthly SIM card for service.* The new SIM would have a new service number. 

*In rare cases we can Reactivate a deactivated postpaid SIM. For full details please see: Reactivating Services (SIM Card)