Getting a replacement SIM

There are several reasons why you may need to replace your SIM:  

If your device is lost or stolen, please contact us straight away. We’ll cancel your SIM to stop it from being used and arrange for a replacement to be sent to you. 

Important: if you’ve been the victim of a crime, call the police and get a crime reference number before doing anything else. 

If you’ve got a new device and need a different sized SIM – no problem, you can get a replacement. 

Not sure which size you need? Find out on our SIM size support page.

If your SIM’s damaged or isn’t working, we can replace it.  

Depending on your device, you can choose to replace your SIM with a new physical SIM card or an eSIM.

eSIMs are virtual SIMs that are quick and easy to set up and get you connected immediately. And with no plastic, packaging, or postage, they’re a greener choice, too. 

Find out if your device can use an eSIM.

If you’re on Pay Monthly:

You can order a replacement physical SIM or an eSIM by:  

• Contacting us
• Visiting a Three store with valid photo ID, such as a passport or driver’s licence

Or you can order a physical SIM using My3:

1. Log into My3 with your registered email address and password
2. Select Plan tile 
3. Scroll to Replace SIM and select Get a replacement SIM
4. Choose your replacement reason and Submit

If you’re on Pay As You Go:

You can order a replacement physical or eSIM by: 

• Contacting us
• Visiting a Three store with valid photo ID, such as a passport or driver’s licence
• Logging into My3

How to order a replacement Pay As You Go SIM on My3

1. Log into My3 with your registered email address and password
2. Select the Plan tile 
3. Scroll to Replacment SIM and select Get a replacement SIM
4. Pick a physical or eSIM and your replacement reason then Submit

If you ordered a physical SIM before 20:00 Monday to Thursday, it should arrive the next day. If you ordered outside those times, it’ll take 2 working days. 

Ordered an eSIM? It’ll be sent to you immediately.  

Put your replacement SIM into your phone so it can connect to our network. When you can see signal bars, it’s active and ready to use. You may need to turn off Wi-Fi in your phone settings to see the signal bars – you can turn it back on again once you’ve checked. 

Scan the QR code with your device then enter the confirmation code we emailed to you. Your QR code and confirmation code will be emailed separately and can only be used once. 

If you have an iPhone, you can use seamless eSIM activation. Simply switch your device on, connect to Wi-Fi, and follow the on-screen steps. 

For more information, please check our eSIM support page.