FAQ - Help

What to do in case of theft or loss of your mobile?

Are you unable to find your mobile or tablet? Have you lost it, or perhaps it has been stolen?

Don't panic, we will guide you through a few simple steps.

 

1/4 How do you suspend your SIM card and your Orange Money account ?

1/4 How do you suspend your SIM card and your Orange Money account ?

The first thing to do is to suspend your SIM card and your Orange Money account (if you use it) and report the theft to the police (if your mobile or tablet has been stolen).

To suspend your account, you can:

  • Visit any of our stores to retrieve contact details.
  • Contact us on 111.
  • If you are abroad, call us on +231777000111.

Once you have notified us of the loss or theft of your device, we will immediately suspend your SIM card and your Orange Money account to prevent fraudulent use.

Note: your SIM card will be suspended, but your subscription remain active.

You can replace your SIM card and recover your subscription balances depending on the time taken to replace.

 

2/4 Report the theft to the police

2/4 Report the theft to the police

You can go to any nearest  police station if you have been the victim of a theft to report the same.

 

3/4 Ordering a new SIM card

3/4 Ordering a new SIM card

Go to your nearest Orange shop/store and get a new multi-format SIM card. It will be activated instantly to enable you to operate your new device without delay.

Note: The contacts saved on your previous SIM will not be transferred to your new card unless you had synchronised your contacts to your email address.

4/4 Do you have a contract or a prepaid card?

4/4 Do you have a contract or a prepaid card?

Do you have a contract?

This will simply continue and you will retain all available benefits of your payment plan.

Do you have a prepaid card?

You will retain your available balance and it will be automatically transferred to your new SIM card.

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