How to replace a lost or broken sim card in five easy steps

Contact Asiacell to get a replacement SIM card if yours is lost or broken. This will get your back onto our network, accessing the services you need. Here’s what you need to do.

How to get a new SIM card in six steps

This is how you get a new SIM card from Asiacell in six easy steps.

Step 1: Have a look for your card

If your SIM card is lost, it’s worth doing one last check to make sure you can’t find it.

Try to remember where you saw your SIM card last. Search spots like your wallet, bag, or any places you have been recently.

Step 2: Contact our customer service team

If your SIM is broken or you really can’t find it, please call or you can visit our shop and transfer it to eSIM, by calling:

111 for prepaid subscribers
252 for postpaid subscribers
323 for B2B and corporate subscribers

You can also report a lost or broken SIM card in one of our stores.

We have shops and dealers in the following cities and towns:

Erbil
Sulaymaniyah
Kirkuk
Duhok
Mosul
Salahaddin
Baghdad
Anbar
Kut
Diyala
Karbala
Babil
Diwaniya
Najaf
Basrah
Samawa
Ammara
Nasiria

Step 3: Tell us what happened

We’ll ask you for your name, address, phone number, and account number (if you know it).

If you can find the serial number of your SIM card, please let us know. You can usually find it on the plastic card your SIM came with or in the papers you received when you signed up for our service.

We might ask you questions to help us make sure that we’re speaking to the right person like:

Recent account activity: Our team member might ask you about recent payments you’ve made, services you’ve used, or numbers you regularly call.
Personal information: You might be asked to tell us your date of birth or the answer to a security question you gave us when you set up your account.
Last SIM card location: Our customer care representative might ask where and when you last remember having your SIM card, especially if it’s missing.

If you visit one of our stores, you should bring a form of identification like your national ID. This is to check that the name on your documentation matches the name on your Asiacell account.

Step 4: We block your lost or stolen SIM card

Once we’re sure that the SIM card belongs to you, we’ll then block it.

This is important because it stops anyone else from using your number.

Step 5: You get your SIM card replacement

If you report your broken or lost SIM card to us in person in one of our stores, we may be able to replace it straight away. If you phone us up, our team member may ask you to visit your nearest store to pick up your new SIM. You can also submit online request to replace your SIM easily through AsiaMall which will be delivered to your doorsteps, or anywhere you want by providing some simple information and your delivery address. AsiaMall, powered by Asiacell is a transformative e-commerce platform available on Asiacell website and application

Be sure to ask the member of staff you speak to how long it will take to arrive if we are posting it. This is important because, while you wait for your SIM to arrive, you won’t be able to:

Make and receive calls
Send and receive texts
Access the mobile internet

Some functionality will be available to you if you can connect to Wi-Fi. However, you won’t be able to connect to Asiacell’s cell service if you’re out of your Wi-Fi’s range.

Step 6: Activate your new SIM

If you’re in our store and we can replace your SIM straightaway, please ask our member of staff to put the card into your phone for you. This should restore your service straight away.

If you receive your new SIM card through Asiacell Application, follow the instructions that come with it.

We’ll probably ask you to power down your phone, insert the SIM, turn it on again, and call a number to switch your card on.

When we’ve activated your SIM card, it’s worth testing your phone just to make sure everything is working as it should.

Try making a phone call, sending a text message, and using mobile data. If you had any extras before, like a data plan or voicemail, check that they’re still working.

If you need help, contact us for support.

SIM card replacement FAQ

Where can I get a replacement SIM card?

To get a replacement Asiacell SIM card, call our customer service team or visit one of our stores.

Can you just replace a SIM card?

You can replace the SIM card in your existing device if it gets lost or broken. Contact our customer service team for more information.

I lost my SIM card. How do I get the same number on a replacement SIM?

Get in touch with Asiacell customer service. We’ll register the same number you’re using now on your replacement SIM.

Get in touch with Asiacell

Please get in touch with our customer service teams if you need help.

Prepaid subscribers should call 111, postpaid subscribers 252, and B2B/corporate subscribers 323. You can also reach us by email, WhatsApp, Messenger. And Asiacell Application Chat