My SIM card is lost or stolen. What now?
In that case, you can block your current SIM card and request a replacement SIM card. To do so, go to your SIM settings. You can also block your device there. We also recommend that you always file a police report.
For regular SIM cards
If you request a new SIM card, it will be sent to you by regular mail free of charge. We send out our SIM cards with bpost, so delivery takes 3-5 business days. You will, of course, keep your phone number and your remaining calling credit. To block your device we need some extra information:
- what was the type of device;
- where did you lose your device (city);
- what was the time when you lost it (day and time);
- what is the device's IMEI number? The IMEI number is stated on the packaging or purchase invoice of your device.
If your smartphone is lost or stolen, you can have your eSIM blocked and request a replacement eSIM. You can also do this via your SIM settings. You will then immediately receive an e-mail with the necessary instructions to activate it.