Need some help?

My new SIM doesn’t work – what should I do?

Activation of a physical SIM card or an eSIM can take up to 24 hours. If you’ve just upgraded to a new device, and your old SIM still fits, switch back to using your old SIM card – you don’t need to use the new SIM we’ve just sent you.

If it’s been more than 24 hours and you still don’t have service, with your new SIM, choose the relevant option from the following for some helpful hints on how to get you back up and running.

Just upgraded or swapped your SIM?

  1. Remove and reinsert your SIM, then restart your device
  2. If you’re using the new SIM we sent you, ensure you’ve activated it using our SIM swap tool. If you need help with your multi-SIM, check our FAQ on snapping out the right size SIM  
  3. If you previously reported your device as lost or stolen, use our self-serve tool to look for and remove any bars on your account that may be stopping activation
  4. Check if there are any network issues in your area that may be stopping activation
  5. If your device was used on another network, it may be locked. Contact your previous provider to unlock it

Watch our video on how to swap your SIM if you need further guidance.

If none of the above has worked, find out how to order a replacement SIM for your device, or get in touch using the following options.


Does your device have an eSIM?

  1. Make sure your iPhone has signal and is paired with your smart watch
  2. Restart your device

If that doesn’t work, please get in touch using one the options at the end of this page.


New to Vodafone?

  1. Check if there are any network issues in your area that may be stopping activation
  2. Remove and reinsert your SIM and restart your device
  3. If your device was used on another network, it may be locked. Contact your previous provider to unlock it
  4. If you’ve completed our Keep my number process, please check the date when your transfer is to be completed

If that doesn’t work, please get in touch using one the options at the end of this page.


Are you only recently experiencing problems with your SIM?

  1. Check if there are any network issues in your area that may be stopping activation
  2. Remove and reinsert your SIM and restart your device
  3. If your device was used on another network, it may be locked. Contact your previous provider to unlock it

If that doesn’t work, please get in touch using the following options.

Self-service by