Phone Suddenly Has No Service? What to Do About a SIM Swap

In a SIM swap, someone talks your carrier into moving your number to a SIM card they hold. In a port-out, they move your number to a new carrier. Either way, your calls and texts, including sign-in codes, go to them.

• Your phone suddenly stops working: no data, no texts and no calls.
• Your carrier tells you your SIM was turned on in a new device you do not own.
• You get password reset emails or new sign-in alerts that you did not ask for.

1. 1
   Borrow a phone or use a landline. Get your carrier's number from its official website or your bill, not from a search ad or a message.Read to them:“Borrow a phone or use a landline. Get your carrier's number from its official website or your bill, not from a search ad or a message.”source
2. 2
   Tell them your number may have been moved without your permission and ask them to take back control of it.Read to them:“Tell them your number may have been moved without your permission and ask them to take back control of it.”source
3. 3
   Ask them to add a PIN or password to your account so no one can make changes without it.Read to them:“Ask them to add a PIN or password to your account so no one can make changes without it.”source
4. 4
   In the US, ask them to turn on the account lock that blocks SIM changes and number transfers. FCC rules require carriers to offer it to every customer at no cost.Read to them:“In the US, ask them to turn on the account lock that blocks SIM changes and number transfers. FCC rules require carriers to offer it to every customer at no cost.”source
5. 5
   In the US, ask for written proof of the fraud on your account. FCC rules require carriers to give it to you when you ask. Banks and other companies may want it.Read to them:“In the US, ask for written proof of the fraud on your account. FCC rules require carriers to give it to you when you ask. Banks and other companies may want it.”source

Your email is where every other account sends reset links. Fix it before anything else. Our Recover your email first page walks through Gmail, Outlook and iCloud.

1. 1
   Change your email password. If you cannot sign in, use your provider's official recovery page.Read to them:“Change your email password. If you cannot sign in, use your provider's official recovery page.”source
2. 2
   Check the recovery phone number and recovery email on the account. Fix anything you did not set.Read to them:“Check the recovery phone number and recovery email on the account. Fix anything you did not set.”source
3. 3
   Sign out any device you do not recognize.Read to them:“Sign out any device you do not recognize.”source

1. 1
   Look at your bank, credit card and other money accounts for charges or changes you did not make. Report anything strange to that bank or company.Read to them:“Look at your bank, credit card and other money accounts for charges or changes you did not make. Report anything strange to that bank or company.”source
2. 2
   In the US, if you think someone has your Social Security, card or bank account number, go to IdentityTheft.gov for the steps to take.Read to them:“In the US, if you think someone has your Social Security, card or bank account number, go to IdentityTheft.gov for the steps to take.”source

1. 1
   Change your passwords on social, shopping and payment apps, starting with any that use your phone number to sign in or reset.Read to them:“Change your passwords on social, shopping and payment apps, starting with any that use your phone number to sign in or reset.”source
2. 2
   Check that the phone number and email on each account are still yours.Read to them:“Check that the phone number and email on each account are still yours.”source

Text message codes go wherever your number goes. A SIM swap hands them to someone else.

1. 1
   For important accounts, switch two-step verification from text messages to an authenticator app or a security key.Read to them:“For important accounts, switch two-step verification from text messages to an authenticator app or a security key.”source
2. 2
   Ask your carrier to confirm that no SMS forwarding is set up on your number.Read to them:“Ask your carrier to confirm that no SMS forwarding is set up on your number.”source
3. 3
   Never give your personal details to someone who calls, emails or texts you first. Contact the company using a number or site you know is real.Read to them:“Never give your personal details to someone who calls, emails or texts you first. Contact the company using a number or site you know is real.”source

• How SIM swap fraud works How it works
• SMS phishing that sets up a SIM swap How it works