How to Deactivate a Stolen SIM Under the SIM Registration Act (Philippines)

Last updated for general guidance only. This is not legal advice.

Executive summary

If your SIM is lost or stolen in the Philippines, you have the right to immediate deactivation under the SIM Registration Act (Republic Act No. 11934) and its Implementing Rules and Regulations (IRR). Public Telecommunications Entities (PTEs)—e.g., Smart, Globe, DITO—must promptly block the SIM once you report the loss. You can then replace the SIM and usually keep your number after identity re-verification. Your registration record must be updated and your personal data protected under the Data Privacy Act (RA 10173).

The legal framework (what governs this)

RA 11934 (SIM Registration Act) – Requires end-users to register SIMs; obligates PTEs to maintain accurate registries, secure personal data, and deactivate SIMs that are reported lost or stolen.
IRR of RA 11934 – Details the operational steps for PTEs (verification, deactivation, replacement, disclosure to law enforcement with proper authority).
Data Privacy Act (RA 10173) & NPC issuances – Protect your personal data in the SIM registry; governs how and when your data may be disclosed.
Mobile Number Portability Act (RA 11202) – If your number was ported (MNP), the current serving network handles the block/replacement, with inter-telco coordination as needed.
Other sectoral rules – National Telecommunications Commission (NTC) consumer protection & complaint processes; telco terms and conditions.

Key definitions you’ll see

PTE – Your mobile carrier (Smart/Globe/DITO).
Deactivation/Blocking – Disabling the SIM from connecting to the network (calls/SMS/data). Typically reversible if you reclaim/replace the SIM.
Blacklisting – A stronger block; often used for fraud/abuse or cloned SIMs.
SIM replacement – Issuance of a new physical SIM/eSIM tied to your same mobile number (MSISDN) after verification.
Registration record – The dataset about you that the PTE keeps (name, ID details, etc.) linked to your number/SIM.

Your rights when a SIM is lost or stolen

Immediate deactivation on report. Once you notify your PTE, they must promptly block the SIM to stop usage.
Replacement with number retention. After verifying your identity, you’re generally entitled to a replacement SIM keeping your number.
Data protection. Your registration details stay confidential; PTEs may disclose only when legally required (e.g., by subpoena/warrant/court order or as otherwise authorized by law).
Correction of records. When your SIM is replaced, the PTE must update its registry to reflect the new SIM serial/eSIM profile.

What you should prepare before you contact your carrier

Have as many of these as you can (not all will be required every time):

Mobile number (MSISDN).
Valid government ID used for registration (or any accepted ID).
Basic account history (e.g., last load amount/date or last dialed numbers) for verification.
Affidavit of Loss or police report (often optional at the “block now” stage, but frequently required for replacement and to support bank/fintech disputes).
If company-owned SIM: authorization letter and the company’s ID of the representative.

Tip: Write down your phone’s IMEI from the box/receipts. If the phone itself was stolen, ask the carrier to submit the IMEI for device blocking (separate from SIM deactivation) so it can’t be reused on participating networks.

Step-by-step: Deactivate a stolen SIM

Call your PTE immediately from another phone (or use their official app/store):
- State your number and say: “Report stolen SIM and request immediate deactivation.”
- Ask for the reference/case number and time stamp of the block.
Secure your digital accounts right away:
- Change passwords; switch 2FA to an authenticator app or backup numbers.
- Notify your banks/e-wallets to freeze SMS-OTP access tied to that number.
File a police blotter (recommended):
- It helps for device/IMEI blocking, bank chargebacks, and insurance.
Request a SIM replacement (same number):
- Bring your ID (and, if asked, Affidavit of Loss/police report).
- Complete any re-verification steps. For eSIM, you’ll receive a new activation QR.
Confirm your registry is updated:
- Ask the PTE to confirm that your registration record now points to the new SIM/eSIM profile.
Test & clean up:
- After replacement, test calls/SMS/data.
- Re-enable app logins and update your banks’ “registered number.”

Special scenarios

1) The number was ported (MNP)

Who blocks it? The current network serving your number handles your block/replacement request, even if the number originated elsewhere.
Ask for a “port-out lock/freeze.” Request a temporary MNP block to prevent criminals from porting your number during or after the theft.

2) eSIM devices

Ask your carrier to revoke the stolen eSIM profile and issue a fresh QR. If the thief still has connectivity (e.g., device not wiped), deactivation severs service.

3) Enterprise/corporate lines

The authorized company representative should issue the request. Keep an auditable trail (email/letter) for compliance and internal policy.

4) The SIM was cloned or used for SIM-swap fraud

Report it as fraud and request blacklisting of the compromised profile, not just a block. Replace the SIM; ask for enhanced KYC flags on your account.

What “deactivation” does—and does not—do

Stops network use of that SIM: no calls/SMS/data. (Emergency hotlines may vary by carrier settings.)
Does not erase the telco’s historical logs or your registration data; those are preserved per law and standard retention rules.
Does not automatically block the phone hardware; IMEI blocking is a separate request.
Does not notify your banks; you must contact them yourself.

Evidence & privacy

Disclosure to law enforcement: Your registration data may be disclosed only under lawful authority (e.g., subpoena/warrant/court order or as specifically authorized by statute/IRR). Content of messages is not routinely stored; traffic/usage metadata may be retained per sectoral rules.
Data subject rights: You may access and correct your registration data from your PTE and file complaints with the National Privacy Commission if you believe there’s mishandling.

Penalties & liabilities (high level)

Criminal and administrative penalties exist under RA 11934 for: (a) using false identities, (b) selling/storing stolen or fraudulently obtained SIMs, (c) telco non-compliance, and (d) unlawful disclosure/misuse of registration data.
Victims who promptly report and cooperate are not the target of these sanctions; timely deactivation and documentation (police blotter, affidavit) help mitigate risks and disputes (e.g., unauthorized charges, fintech fraud).

Practical checklists

A. 15-minute emergency checklist

Call carrier → Block SIM + get case number
Change email & key passwords; enable authenticator app (TOTP)
Call banks/e-wallets → lock accounts / disable SMS-OTP
If phone stolen → request IMEI block; try remote-wipe (Find My iPhone/Android)

B. Replacement appointment pack

Valid ID (the same ID you registered with, if possible)
Affidavit of Loss / police report (if requested)
Case/ref number from the deactivation call
For corporate lines: authorization letter & company ID

C. After you’re reconnected

Confirm same number is active
Ask carrier to confirm registry updated to new SIM/eSIM
Update banks, government e-services, and critical apps with the restored number
Consider a port-out lock to deter future SIM-swap attempts

Frequently asked questions

Q: Can I deactivate by email or app without visiting a store? Yes—deactivation is usually allowed by phone/app/chat after identity checks. Replacement may require in-person or eKYC steps depending on the PTE.

Q: Do I have to re-register from scratch? Not necessarily. The PTE should link your existing registration to the new SIM profile; you may be asked to re-verify and sign updated forms.

Q: What if the carrier refuses to block without a police report? You can insist on immediate blocking due to risk of abuse, then supply documents for replacement afterward. If issues persist, escalate to NTC and keep your call logs/case numbers.

Q: Will the thief still receive my OTPs after I call? Once blocked, no. But act fast—change passwords and switch 2FA to an authenticator app to cover any gap before the block took effect.

Q: Can I keep my number if I move to eSIM? Yes. Replacement can be an eSIM with your same number after verification.

Simple templates you can reuse

1) Short notice to your carrier (via email/app/chat)

Subject: Urgent – Request to Deactivate Stolen SIM

I am the registered owner of mobile number 09XX-XXX-XXXX. My SIM was stolen on [date/time]. Please immediately deactivate the SIM and provide a case/reference number and timestamp of the action. I will comply with any requirements for SIM replacement and record update under RA 11934.

Name: [Full name] Valid ID: [Type / ID no.] Preferred store/branch (if needed for replacement): [Location] Contact email/alternate number: [Details]

2) Affidavit of Loss (outline)

Your full name, address, and ID details
Number and carrier; date/time/place of loss or theft
Statement that you request blocking and replacement of the SIM linked to your number
Undertaking that you will notify the carrier if the SIM is recovered
Signature before a notary

Common pitfalls to avoid

Waiting until morning. Fraud can happen in minutes; block immediately.
Assuming the bank sees your telco block. They don’t—call them.
Replacing the SIM but not checking the registry link. Confirm the new SIM/eSIM is tied to your existing registration.
Ignoring MNP. If you ported recently, make sure the current network (not the original) processes the block.
Relying only on SMS-OTP. After an incident, switch to app-based 2FA where possible.

Bottom line

Under the SIM Registration Act, you can demand prompt deactivation of a stolen SIM and retain your number through verified replacement. Move fast, keep documentation, secure your financial/digital accounts, and confirm your registration record is correctly updated. If a carrier fails to act or mishandles your data, you can escalate to NTC (service issues) or the National Privacy Commission (data privacy issues).

If you’d like, I can turn this into a printable one-pager checklist or draft a customized affidavit of loss—just say the word.