How Do I Replace My SIM Card?

Modified on Fri, 28 Aug at 11:39 AM

Overview

Welcome to our SIM Replacement Guide! Whether you've lost your SIM card, it’s damaged, or you’re simply looking to upgrade to a newer version, this guide will walk you through everything you need to know about obtaining and activating a replacement SIM.

Find your situation below to confirm a SIM replacement is what you need:

My situation	What this means for you
My SIM is lost	Your SIM card has been lost and cannot be recovered. You can order a replacement SIM card through the app, and we'll have it delivered to you.
My SIM was stolen	If your SIM card has been stolen, you can order a replacement SIM card through the app, and we'll get it to you as quickly as possible. Note: Report the theft to SAPS and obtain a case number.
My SIM is damaged	If your SIM card is cracked, damaged, or no longer recognized by your phone, you can order a replacement SIM card through the app to restore service.
My SIM never arrived	If your SIM card has not been delivered within 5 business days of your order, please contact our Customer Support team. We’ll investigate the delivery status and, if necessary, escalate the matter to ensure it is resolved as quickly as possible.

How To Get Your Replacement SIM

Choose whichever option is easiest for you.

Via the Pay Just Now Mobile App

The fastest way to request your replacement:

#	What to do
1	Open the PJN Mobile app and tap Get Connected.
2	Choose your SIM type: Physical SIM (R15) or eSIM (R2). Tap Next to continue.
3	Allow location access so we can show you the nearest Pargo collection points.
4	Browse the list of available Pargo collection points near you.
5	Select the Pargo collection point that is most convenient for you.
6	Review your order details, confirm your payment method, and tap Confirm and Pay.
7	Approve the payment request in your banking app.
8	Please wait until your order is processed. Do not close the app during this step.
9	Your order has been confirmed. You'll receive an SMS notification once your SIM card is ready for collection at your selected Pargo point.

For more information, refer to the How to Order a SIM Card or How to Activate an eSIM

How long does the delivery take?

Your replacement SIM card will be delivered by Pargo, our delivery partner, to the address or collection point you selected during the order process.

Delivery typically takes 2–5 business days, depending on your location. Once your order has been dispatched, you'll receive tracking updates via SMS and/or email so you can follow its progress.

Once Your New SIM Arrives

When your replacement SIM is delivered, you have two options:

OPTION A

Start fresh with a new number

No extra steps needed.

Once your new SIM arrives, simply activate it as a new Pay Just Now Mobile number.

You're good to go.

OPTION B

Keep your existing number

You'll need to do a SIM Swap after your new SIM is delivered.

Don't activate the new SIM yet.

Refer to the How to Request a SIM Swap guide or contact us and we'll walk you through it.

Keeping your number? Read this first. 
You must NOT activate your new SIM before starting a SIM Swap. Activating it first may cause you to lose your existing number.

Only start the SIM Swap process once your new SIM is in your hands and still inactive.

Run through this checklist before contacting us for a SIM Swap:

	Before requesting a SIM Swap, make sure:
☐	I have received my new SIM card
☐	My new SIM has NOT been activated yet
☐	I have the ICCID number from my new SIM (the 19-digit number printed on the card)
☐	I have my South African ID number ready

Stop Your SIM from Being Misused Right Now

If your SIM was stolen, or you think someone might be using it without your permission, we can suspend it immediately — before your replacement even arrives.

What a suspension does:

• All calls, data, and SMS on that SIM stop immediately.

• Nobody can use your number until you tell us to lift the suspension.

• When your replacement SIM arrives, we’ll either reactivate your number or do a SIM Swap — whichever you prefer.

To request a suspension, contact our support team on chat right away. We’ll verify your identity and act on it immediately.

Protecting Yourself from Fraud

SIM replacement fraud is a known attack method. Be aware of the following scenarios and never act on unsolicited requests related to your SIM card

Fraud Scenario	What to Do
Someone contacts you claiming to be PJN Mobile or Cell C support and asks you to request a SIM replacement or share your ICCID number	PJN Mobile will never ask you to initiate a SIM replacement unprompted. Hang up and contact us directly via our official support channels.
Your phone suddenly stops receiving calls or SMSs without explanation — you did not request a SIM replacement	A fraudulent SIM replacement may have occurred. Contact PJN Mobile and your bank immediately — your OTPs may be intercepted.
Someone asks for your ICCID number, your SA ID number, or your PayJustNow PIN “to process your replacement”	Never share your ICCID, ID number, or PIN with anyone who contacts you. SIM replacements are self-service via the app only.
You receive a SIM replacement confirmation SMS for a request you did not make	Contact PJN Mobile support immediately to cancel the replacement and suspend your current SIM. Contact your bank to monitor for unauthorised activity.
A third party offers to “process your SIM replacement faster” for a fee or in exchange for your account details	SIM replacements are only processed through the official PJN Mobile app at no extra charge. Do not pay or share details with any third party.

Contact PayJustNow Mobile Support

Reach us via email or live chat — we’re available to help you through every step of the process.

Think your number is being used fraudulently? Contact us immediately so we can protect your account.