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Replacement Sim after losing phone

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Chuckie99
Explorer

‎07-05-2025 07:21 PM

Hi I have lost my phone bought a new one and just received a replacement SIM.. Activation process requires typing in pin sent via text message to my number. I cant receive that message bacause my SIM is not activated 😂

Replacement phone is Galaxy A20e and it says SIM 1 not provisioned.

Thanky you

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Michael_D
EE Community Support Team

‎08-05-2025 08:12 AM

Hi @Chuckie99 

Thanks for coming to the community.

How did you order the replacement SIM card? Was it online or over the phone with our guides?

Any orders online would need to be activated with a PIN sent to the existing SIM to make sure you are the one requesting the change. The ones ordered over the phone would be pre-registered as the guides would mark that it is to replace a lost one.

It would need another SIM to get you up and running again. If you give our customer service guides a call, please make sure that you tell them that it is to replace a lost SIM. 

Alternatively, you can visit an EE store if you are the account holder, and they can activate a SIM in store for you with your number. You just need to make sure you take proof of ID with you, in the form of a driving licence or passport.

Michael

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Michael_D
EE Community Support Team

‎08-05-2025 08:12 AM

Hi @Chuckie99 

Thanks for coming to the community.

How did you order the replacement SIM card? Was it online or over the phone with our guides?

Any orders online would need to be activated with a PIN sent to the existing SIM to make sure you are the one requesting the change. The ones ordered over the phone would be pre-registered as the guides would mark that it is to replace a lost one.

It would need another SIM to get you up and running again. If you give our customer service guides a call, please make sure that you tell them that it is to replace a lost SIM. 

Alternatively, you can visit an EE store if you are the account holder, and they can activate a SIM in store for you with your number. You just need to make sure you take proof of ID with you, in the form of a driving licence or passport.

Michael