SIM SAFETY
Suspected SIM swap: what to do first
Respond to unexpected loss of service and account alerts by securing your connection, accounts and evidence.
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An unexpected signal loss combined with login alerts or missing OTPs can indicate an unauthorised SIM change. It can also have other causes. Act promptly while the operator checks what happened.
Secure the mobile connection
From a trusted second device, contact the operator and ask whether a replacement, eSIM change or port request occurred. Request protective action and keep the case number. Do not use contact details from the suspicious message itself.
Protect important accounts
Contact your bank or wallet provider immediately if money may be at risk. Use its verified emergency channel. From a trusted device, review email and other critical accounts, change compromised passwords and end unfamiliar sessions where available.
Preserve the timeline
Note when service stopped, the alerts received, suspicious calls and any transactions you did not authorise. Keep screenshots privately. Do not delete all messages before saving relevant evidence.
Follow through
Use fraud reporting routes, ask about an authorised replacement and review how the swap was approved. Restoring the line does not automatically recover lost money or remove an intruder from every account.
References and next steps
General preparation guidance is distinguished from operator-specific requirements. Confirm the requirements for your own transaction with the responsible provider.