Why your mobile number matters
A SIM swap moves a mobile number to a replacement SIM or eSIM. It is a legitimate service, but a criminal may try to obtain a replacement in your name. Control of your number can expose calls, SMS codes and account recovery. A screen-lock PIN, SIM PIN and mobile-money PIN protect different things; one does not replace the others.
Reduce the chance of a fraudulent swap
Keep your mobile-money PIN, SIM PIN, passwords and one-time codes private. Do not follow caller instructions to read codes or approve prompts.
Limit sharing of identity documents, date of birth and other information that could be used to impersonate you.
Ask your network through an official channel what replacement-SIM safeguards are available for your account.
Use passkeys or authenticator-based MFA for important accounts where supported, rather than depending only on SMS.
Keep a separate record of your provider's official support details and your account recovery options.
If your phone suddenly loses service
Network outages, coverage and device faults can also cause service loss. Treat it as urgent if accompanied by replacement-SIM notices, unexpected transaction alerts or account changes. Use another phone or a service centre to contact your network directly; do not wait for service to return if money may be at risk.
Ask the network to check for an unauthorised replacement and secure your number.
Contact your bank and mobile-money provider to secure affected services.
From a trusted device, secure your email, review account recovery changes and revoke unfamiliar sessions.
Keep the time service stopped, transaction references and support case numbers. Follow up using verified channels.
After your number is restored
Review financial activity and reset exposed credentials. Remove unfamiliar devices and recovery contacts. A restored signal does not by itself undo account changes or reverse fraudulent payments.
Useful references
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