Losing your SIM card or finding it damaged disrupts daily life in an instant — especially when that number is linked to GCash, bank accounts, government services, OTPs for logins, and family or work communications. In the Philippines, if your SIM is registered under the law, you can usually secure a replacement that keeps your original mobile number. This process is commonly called getting a duplicate SIM or SIM swap.

This guide explains exactly how to do it, what the law requires, the documents and steps for the major providers, realistic timelines, costs, and how to handle the most common situations Filipinos and foreigners face.

Why SIM Replacement Works and What the Law Says

Republic Act No. 11934, the Subscriber Identity Module (SIM) Registration Act of 2022, made registration mandatory for all SIM cards. Its Implementing Rules and Regulations (IRR), enforced by the National Telecommunications Commission (NTC), require telecommunications providers (Globe, Smart, DITO, and their brands) to verify the identity of the registered subscriber before issuing any replacement.

Providers must also deactivate a properly reported lost or stolen SIM within 24 hours to stop unauthorized use. Once verified, they can issue a new physical SIM or eSIM with the same number. The old SIM is permanently barred from the network. This framework protects subscribers while preventing SIM-swap fraud.

Your core right is straightforward: if you are the registered owner and can prove it, the provider must facilitate a legitimate replacement. Postpaid accounts may first require clearing any outstanding balance. Prepaid replacements are generally simpler.

Documents You Will Almost Always Need

Prepare these before heading out:

At least one original valid government-issued photo ID that matches the name on your SIM registration (PhilID, passport, driver’s license, UMID, PRC ID, SSS/GSIS ID, voter’s ID, senior citizen ID, or similar).
Photocopy of the same ID.
For lost or stolen SIMs: A notarized Affidavit of Loss (executed before a notary public or, in many cases, accepted from the barangay) or a police blotter from the nearest PNP station. The affidavit should state the circumstances of the loss, the mobile number, date and place of loss, and that you did not transfer the SIM to anyone else.
Proof of registration (screenshot or printed confirmation) — helpful but not always mandatory.
For postpaid: Latest billing statement or proof of account ownership.
Selfie or willingness to have your photo taken at the store (many providers now require this for liveness verification).

Foreigners and tourists should bring their passport (primary accepted ID) and, if applicable, ACR I-Card. OFWs abroad who cannot return immediately may need a duly notarized and apostilled Special Power of Attorney (SPA) authorizing a representative in the Philippines.

Step-by-Step Process to Replace Your SIM

Act immediately if lost or stolen. Call your provider’s hotline or use their official app/Facebook Messenger to request temporary deactivation. This prevents charges and fraudulent use while you prepare documents. Globe: 211 or dedicated lost phone/SIM channels; Smart: *888 or 8888-1111; DITO: 185.
Secure your Affidavit of Loss or police blotter (for lost/stolen cases). You can do this at a nearby notary or barangay hall. Bring two valid IDs for notarization.
Gather all documents and make photocopies. Back up important contacts or data (though modern SIMs store little). Locate your PUK code if you still have the old SIM packaging.
Visit an official store or authorized outlet. Most replacements still require in-person appearance for identity verification. Use the provider’s store locator on their website or app. Avoid third-party resellers.
Submit your request and undergo verification. Staff will check your documents against their database, ask security questions (last load amount, registration details, etc.), and may take a selfie or perform a liveness check. For Globe, some damaged SIM replacements or eSIM upgrades can start in the GlobeOne app.
Pay any applicable fee and receive your new SIM (physical or eSIM QR code).
Activate the new SIM. Insert it or install the eSIM profile, then test calls, texts, and data. Activation is often immediate or within 24 hours. Update linked services (GCash, banks, apps) right away.

The entire process is usually completed the same day when documents are complete and match records. Discrepancies may trigger extra verification and a short hold of 24–72 hours.

Provider-Specific Procedures

Globe and TM
You have more digital options. For damaged SIMs or upgrades, start in the GlobeOne app (log in with the same number, go to SIM Services). For lost or stolen SIMs, visit a Globe Store. Bring one valid original government-issued ID and be prepared for a selfie. A notarized document may be requested if verification raises questions. New 5G SIM is usually issued. Store-issued SIMs activate within 24 hours. Some physical replacements or deliveries are possible via the app with small fees (typically ₱10–₱99 depending on type and channel). Check eligibility and track status in the app.

Smart and TNT
Replacement is free for registered prepaid and postpaid SIMs at any Smart Store. Bring one valid government-issued ID. The request must come from the registered owner (or authorized representative with proper documentation). Staff verify ownership and issue a new SIM with the same number. Personal appearance is generally required; authorized representatives need a notarized SPA in specific cases. Activation is usually quick once processed.

DITO
Visit a DITO Experience Store or authorized partner. Bring a valid government-issued photo ID and an Affidavit of Loss (for lost or stolen cases). You must pass their KYC (Know Your Customer) verification. Replacement with the same number is possible once verified. Contact 185 or check dito.ph for the nearest store.

Fees, Timelines, and What to Expect

Replacement fees are generally low or zero for basic cases:

Smart: Often free.
Globe: ₱50 for many prepaid lost/damaged replacements at store; small delivery or service fees via app in some scenarios.
DITO: Typically minimal or free for verified replacements.

Processing is usually same-day at the store. Full network activation may take a few hours to 24 hours. Delivery options (where available) take 1–10 days depending on location. Your remaining load, active promos, and registration profile transfer to the new SIM. The old SIM is deactivated permanently.

Common Pitfalls and How to Avoid Them

Name mismatches between your ID and registered name cause the most delays — bring every possible supporting document. Unregistered SIMs are harder to replace with the same number; full re-registration or a new number may be needed. Long queues are common at popular stores — go early or check if your provider offers appointment slots via app. For postpaid, settle any balance first. If the provider denies your request without clear reason, ask for it in writing and escalate to NTC (hotline 1682 or consumer assistance channels). Never buy a second-hand “replacement” SIM from unofficial sources — it violates RA 11934 and exposes you to fraud risks.

Special Situations

Lost phone + SIM — Deactivate the SIM first with your provider. For the device itself, you can request IMEI blocking through NTC with an Affidavit of Ownership and Loss with Undertaking plus proof of ownership.

OFWs and Filipinos abroad — Block the SIM remotely via hotline or app. Replacement usually requires return to the Philippines or a properly apostilled SPA for a representative.

Foreigners and tourists — Passport is accepted. Expect stricter verification. Tourist SIMs may have different replacement rules.

eSIM users — Many providers now issue a new eSIM QR code during replacement or allow conversion from physical SIM. Bring your eSIM-capable device.

Minors or corporate/shared accounts — Additional documents (birth certificate + guardian ID, or corporate authorization letter + SEC/DTI papers) are required.

Frequently Asked Questions

Do I need a police report or affidavit of loss?
For lost or stolen SIMs, yes — it strengthens your claim and is required or strongly preferred by most providers. A barangay or notarized affidavit is usually sufficient; a police blotter adds weight for theft cases.

How much does SIM replacement cost?
It is often free or costs ₱50–₱100 at official stores for standard prepaid replacements. Postpaid or eSIM requests may have small additional fees. Confirm with your provider on the day.

Can someone else do the replacement for me?
Only with a notarized Special Power of Attorney (and sometimes additional conditions like the owner being abroad, a senior citizen, or bedridden). The representative must also present valid IDs.

What if my SIM was never registered?
Replacement with the same number becomes difficult or impossible. You may need to treat it as a new SIM registration or contact your provider and NTC for options.

How long before the new SIM works?
Most store-issued replacements activate within hours to 24 hours. Test calls, texts, and data after insertion. Update all linked accounts immediately.

Is the process different for postpaid versus prepaid?
Prepaid is usually faster with fewer requirements. Postpaid may require proof of account ownership and clearance of any balance before replacement.

Can foreigners or tourists replace their SIM?
Yes, using a valid passport and passing identity verification. Procedures are the same, though some providers apply extra scrutiny.

Does replacement affect my load, promos, or GCash?
Load and most promos transfer. Update GCash and banking apps immediately with the new SIM. GCash may require re-verification or a support ticket in some cases.

Where do I complain if the provider delays or refuses my request?
First ask the store supervisor for a written explanation. Then contact NTC consumer assistance (1682) or file a complaint through the provider’s escalation channels. Keep all receipts and reference numbers.

Can I request replacement online or via delivery only?
Limited options exist (mainly GlobeOne app for certain damaged or upgrade cases). Most lost or stolen replacements still require in-person verification at a store.

Key Takeaways

If your SIM is registered under RA 11934, you have a clear right to a replacement that keeps your original number.
Act fast: Deactivate a lost or stolen SIM immediately via hotline or app, then prepare a notarized Affidavit of Loss or police blotter.
Bring at least one matching valid government-issued photo ID (original + photocopy) and go to an official store of your provider.
Fees are low or zero in most cases; activation is typically within 24 hours.
Verification is strict to prevent fraud — expect questions, possible selfies, and database checks.
Update every linked service (GCash, banks, apps) right after activation and keep your PUK code safe.
For complex cases (abroad, postpaid issues, discrepancies), prepare extra documents or seek assistance from NTC if the provider cannot resolve it.

Follow these steps and you should regain your number with minimal disruption. Procedures can have slight variations by location or account type, so confirm the latest requirements directly with your provider’s official channels or store before going.