If you've lost your phone or SIM, you should report both as lost. This way, both the device and SIM will be blocked and no one else will be able to use it.
Note: If you find the phone again, you can have the bar removed by a giffgaff agent.
Important: If you've only lost your SIM or if it's broken, we have two ways to get you back in service:
Swap your number to an unactivated SIM
Swap your number to an unactivated SIM
This method is only possible if you still have access to your registered email address to receive a 2-step verification code. If you've forgotten your login details, reach out to one of our friendly agents here who can help you.
You can use an unactivated SIM you already have, or can obtain a SIM from many shops. Any giffgaff shop-bought SIM will do for this.
Swaps can only be performed between 4:30am and 9:30pm. They usually complete in about 30 minutes, but can take up to 24 hours. If your SIM has not been activated within 24 hours, contact an agent who can look into this for you.
Make sure you log in to the giffgaff account of the number you want to keep when you activate the SIM. Don't set up a new account, otherwise it will not take over the phone number, plan or credit.
When you're ready to perform your SIM swap, head to the SIM card area of your profile and settings. Hit 'activate your SIM' and follow the instructions
Order a SIM replacement
Order a SIM replacement
What if I lost my SIM/phone abroad?
First things first, make sure to report both as lost so we can block them. That way, no one else can use them and your account stays safe.
By doing this, giffgaff will send you a replacement SIM pre-loaded with your number. Please keep in mind that it'll be sent to your home address, so you'll be without service until you return.
Useful tip: It’s a good idea to take a spare unactivated SIM with you before you travel abroad, just in case anything doesn’t go to plan:
If you have an unactivated giffgaff SIM with you
If you have an unactivated giffgaff SIM with you
Log into your giffgaff account (you'll need access to your registered email for verification)
Go to the SIM card area in your profile settings
Follow the instructions to activate the new SIM and swap your number over (Keep in mind that while you can perform a SIM swap abroad, it's advised to wait until you have connection to a UK network)
If you don't have a spare SIM
If you don't have a spare SIM
It would be worth using a local SIM until you return to the UK. Once home, you can then get a replacement SIM, or an unactivated SIM to perform a SIM swap.
Note: Due to the ongoing security tests that might hold up your MFA code, switching to an eSIM while abroad is not possible.
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