FAQ - Help

How do I report the loss or theft of my SIM card?

If your SIM card has been lost or stolen, the most important thing is to block it without delay to avoid any fraudulent use of your device.

1/3 Blocking your SIM card

1/3 Blocking your SIM card

To block your contract, contact us on 111 or 0777000111 from any other phone. We are available 24/7.

Are you abroad? Call +231777000111.

We will immediately block your SIM card as soon as you report it lost or stolen to avoid any fraudulent use.

Note: Your SIM card will be deactivated but your contract will remain active if you are on a postpaid plan.

2/3 Ordering a new SIM card

2/3 Ordering a new SIM card

A prepaid card cannot be blocked. You can order a new card and recover available call credits. Prepaid account can be suspended to avoid use of the SIM card.

Ordering a new SIM card:

Visit an Orange shop or Point of sale near you to obtain your new multi-format SIM card. It will be activated instantly, enabling you to use your new device without delay.

Click here to find the shop closest to you.

3/3 Other information

3/3 Other information

Please note:

  • SIM replacement is not free of charge. Prepaid customers pay $0.50c and post-paid customers pay $0.50c.
  • You will keep your phone number.
  • You will retain all the benefits of your payment plan.
  • Your new SIM card will be ready to use.


Note: Remember to save your contacts if you change your SIM card. The contacts saved on your current SIM will not be transferred to your new card.

For further information about saving your contacts click here.

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