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Why is my new SIM or SIM swap not working?

If you’re experiencing problems with a new or replacement SIM, try reinstalling it and re-starting your device.

If you have recently submitted a request for a SIM swap online or in store, this process can take up to 24 hours.

If you’ve recently received a new SIM for an existing Vodafone number

We link your phone number to your SIM on our network so you can use your device. So if your new device needs a different size SIM, we'll need to swap your mobile number from the old SIM to the new one.

Contact us if you need a new SIM.

If you have a new or replacement SIM, you can activate it online using our simple SIM swap tool.

If you’re experiencing problems with your replacement SIM, try reinstalling it and re-starting your device. If it still doesn't work, chat with an adviser

Note: SIM swaps can take up to 12 hours, so you should only contact an adviser if your SIM swap is taking longer.

If you're a new customer

SIMs for new or additional numbers are already activated when issued. If you’re experiencing problems with your new SIM, try reinstalling it and re-starting your device. If it still doesn't work, chat with an adviser

If you can’t complete the SIM swap process

If your SIM was lost, stolen or damaged and you can’t receive a text with a security code, you’ll need to use the online form to complete a SIM swap.

If this has failed it may be that your details in the form don’t match our records exactly. Also, for security reasons we can only swap your number onto a SIM that’s been ordered on your account.

If you’re trying to use a new SIM that you got from a friend or family member, or from a SIM you got in store without giving your account details, SIM swap won’t work with our online form. You’ll have to contact us to order a replacement SIM to keep your old number.

Contact us if the SIM is linked to your account but you still can’t complete SIM swap.

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