What Is A B2B Enterprise SIM Swap?

A guide when requesting a SIM change.

1434 Views 08 Jun 2020 FAQ

What happens when I ask for a SIM swap?

A SIM swap is a provisioning process where the current SIM serial number on an existing service number is replaced with  a new one because of a lost/stolen device, outdated SIM version, eSIM activation, etc.

Will I keep my existing phone number/s after the SIM swap is performed?

Yes. Your Truphone number/s will remain intact along with voicemail configurations etc.

     1. I don't have a replacement SIM card.

    • If the device is eSim compatible and the company's Truphone Account is eSIM authorised, you are eligible to activate a Truphone eSIM profile.
    • Contact Customer Service to request a QR code.
    • Scan this code from the device to install the Truphone eSIM profile.

      1.1 Will the services start to work after installing the Truphone eSIM profile?

      • One last step. You will need to provide Customer Service with the SIM serial number for a SIM swap to be completed. 

For Android Users:

  1. From the home screen, choose Settings.
  2. Scroll down and tap About or About Device.
  3. Choose Status or Phone Identity – this will depend on what model you’re using.
  4. Choose IMEI information.
  5. Your SIM number will show as the IMSI number, ICCID or SIM ID.


For Apple Users:

  1. From the home screen, tap Settings.
  2. Tap General.
  3. Tap About.
  4. Your SIM card number will be listed under ICCID or EID.

      2.  I received a replacement SIM card.

    • You will find a 19-digit number from the plastic card. This is defined as the Serial number.

    • The SIM swap may be completed by calling Customer Service or via the Truphone Account Portal.

From the Truphone Business Portal (for Account Admins):

    • As soon as the network accepts the SIM swap request, your old SIM card will stop working and you are ready to insert or use the new SIM in your device.

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