Lost or Stolen Phone? Here’s What to Do Next

If your phone has been lost or stolen, don’t panic. We know how stressful that can be—but the good news is, there are simple steps you can take to secure your mobile number and get connected again as quickly as possible.

Whether you’re an E.Tel customer or just browsing for help, here’s what to do next if your SIM card goes missing.

1. Act Fast: Suspend Your Service

If you suspect your phone or SIM has been stolen, the first step is to secure your number to avoid unauthorised usage.

• Contact E.Tel Customer Support immediately via our Help Centre or phone support.

• Request a temporary suspension of your service.

• We’ll make sure no one can make calls, send messages or use your data while the SIM is suspended

2. Check for Unauthorised Activity

If your device had access to your mobile banking or two-factor authentication (2FA) services, it’s worth reviewing your:

• Bank transactions

• Email accounts

• Social media profiles

We also recommend changing any passwords linked to accounts that used SMS for login verification.

3. Order a Replacement SIM

Once your service is secure, we can help you get a replacement SIM with the same number. You’ve got two options:

• Visit a partnered store for faster replacement (if available in your area)

• Contact our support line and have your new SIM shipped directly to your address

Once you receive your new SIM, simply contact us again for activation

4. Switching to eSIM? It’s Even Easier

If you’re using an eSIM-compatible device, we can send you a new QR code to activate your service digitally—no physical SIM needed!

Just let our support team know during the replacement request and we’ll guide you through setup.

Final Thoughts: Stay Safe and Stay Connected

Losing your SIM doesn’t have to mean losing control. At E.Tel, we make it easy to protect your number, get a replacement and get back online quickly.

If you ever find yourself in this situation, our friendly support team is just a call away.