What is a SIM Swap?
A SIM swap is the process of transferring your existing mobile number and account to a new SIM card. This may be needed when your original SIM card is lost, stolen, damaged, or worn out, or when you are upgrading to a different SIM type (for example, switching from a standard SIM to a nano SIM or eSIM).
When a SIM swap is completed, your mobile number, airtime balance, active bundles, and account history all remain linked to your account and transferred across to the new SIM card. Your old SIM card is deactivated once the process is complete.
ℹ️ A SIM swap does not change your mobile number. You keep the same number — only the physical SIM card changes.
When Would You Need a SIM Swap?
You would request a SIM swap in any of the following situations:
- Your SIM card has been lost or stolen
- Your SIM card is damaged, cracked, or not being recognised by your device
- Your SIM card is worn out and no longer working reliably
- You are upgrading to a smaller SIM size (Standard → Micro → Nano)
- You are switching to an eSIM-enabled device
- Your device has been replaced and requires a different SIM form factor
What You Need Before Requesting a SIM Swap?
Before contacting PJN Mobile support to request a SIM swap, make sure you have the following ready:
✓ | Your mobile number (MSISDN) — the number you want to keep |
✓ | Your new PJN Mobile SIM card, already purchased and RICA’d |
✓ | The ICCID number of your new SIM card — the 19-digit number printed on the back of the card |
✓ | Your South African ID or Passport number — required for identity verification |
Note: For your security, you'll need to complete a quick verification step before proceeding.
How the SIM Swap Process Works
Once you contact PJN Mobile support and your identity has been verified, a SIM swap will be initiated on your behalf. Here is what happens at each stage:
1 | Contact PJN Mobile Support Reach out to PJN Mobile customer support via the app, email, or the contact form. Advise the support agent that you need a SIM swap and have your new SIM card and ICCID ready. | |||||||||||||||
2 | Identity Verification For your security, you will be asked a set of verification questions. You must answer at least 3 out of 4 correctly to proceed. This is a mandatory step and cannot be bypassed. ⚠️ Important: If you cannot pass verification, the SIM swap cannot be processed and we will be unable to assist further with this request. This protects your account from unauthorised changes.
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3 | Provide Your New SIM Details You will be asked to confirm your current mobile number (MSISDN) — the number you want to keep — and the ICCID of your new SIM card. Ensure these details are accurate before confirming. | |||||||||||||||
4 | Details Are Verified and Confirmed The support agent will confirm the following details with you before proceeding. You will be asked to verbally verify each item:
? Alert: Never confirm a SIM swap if any of the details shown do not match your account information. Contact support immediately if something looks wrong.
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5 | SIM Swap is Submitted Once all details have been verified, the SIM swap request is submitted. A backend workflow is automatically triggered to process the swap. ✓ You will receive a notification confirming that a SIM swap has been initiated on your account. Your new SIM will become active within approximately 24 hours.
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6 | The 24-Hour Window After submission, you have approximately 24 hours to cancel the SIM swap if it was initiated in error or without your authorisation. ⚠️ Important: If you receive a SIM swap notification that you did not request, contact PJN Mobile support immediately to cancel it. Do not wait.
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7 | SIM Swap Complete Once the process completes, your old SIM card is deactivated and your new SIM card becomes fully active with your existing number, airtime balance, and active bundles. Tip: Insert your new SIM card and dial *135# to check your balance and confirm your account has transferred correctly. |
What Carries Over to Your New SIM?
✓ Carries Over | ✗ Does Not Carry Over |
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A SIM swap does not affect your Data and Voice expiry timing in any way. The standard 30-day expiry on Data and Voice continues uninterrupted, and Airtime never expires.
Protecting Yourself from Sim Swap Fraud
? Alert: SIM swap fraud is a serious security risk. Fraudsters can use unauthorised SIM swaps to intercept your calls and SMS messages — including one-time passwords (OTPs) — to gain access to your banking and other accounts.
How to protect yourself:
- PJN Mobile will never contact you and ask you to confirm a SIM swap that you did not initiate
- Never share your ICCID number or account details with anyone you did not contact yourself
- If you receive an unexpected SIM swap notification, contact PJN Mobile support immediately
- If your phone suddenly stops receiving calls or SMS messages, contact PJN Mobile and your bank immediately
- If you suspect a fraudulent SIM swap has been performed on your account, alert your bank to place a hold on any OTP-linked accounts
Warning Sign | What to Do |
Phone stops receiving calls or SMS | Contact PJN Mobile and your bank immediately. Do not wait. |
Unexpected SIM swap notification received | Do not ignore it. Contact support immediately to cancel the request. |
Someone asks for your ICCID | Never share your ICCID with anyone you didn’t approach yourself. |
OTP messages stop arriving | Contact your bank and PJN Mobile immediately as your number may have been compromised. |
Frequently Asked Questions
Q: How long does a SIM swap take? A: The full SIM swap process takes approximately 24 hours from submission. You will receive a notification once the swap is complete and your new SIM is active. |
Q: Will I keep my mobile number? A: Yes. A SIM swap only replaces the physical SIM card. Your mobile number, account, and balances remain exactly the same. |
Q: Do I need a new SIM card before requesting a swap? A: Yes. You must have your new PJN Mobile SIM card purchased and RICA’d before a SIM swap can be initiated. You will need the ICCID from the new card. |
Q: Can I cancel a SIM swap after submitting? A: Yes. Once a SIM swap is initiated you have approximately 24 hours to cancel it. Contact PJN Mobile support immediately if you need to cancel. |
Q: What happens to my airtime and data bundles? A: Your airtime balance and all active data and voice bundles remain on your account and transfer to your new SIM card automatically. |
Q: What if my phone still doesn’t work after 24 hours? A: Close and reopen your device, confirm the new SIM is properly inserted, and dial *135# to test. If it is still not working, contact PJN Mobile support with your reference number. |
Q: Can someone else request a SIM swap on my behalf? A: No. Only you can authorise a SIM swap on your account. A SIM swap can only be initiated after the account holder passes mandatory identity verification. |
Need help with your SIM swap? Our support team is available to assist you through every step of the process. | Via chat |
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