What info do I need to provide to do a SIM swap?

🔄 SIM Swap & Device Change
1

I’m switching to a new phone and need to do a SIM swap.
What info do I need to give support to make the process go smoothly?

2

Hey @wimoc Whether you’re upgrading your device, replacing a lost SIM, or switching from a physical SIM to an eSIM, we’ll need to verify a few key details to process your SIM swap securely.

:white_check_mark: Required Information for SIM Swap

1. Mobile Number (MDN)

  • The number you want to swap must be active and linked to your account.

2. Email Address and Phone Number on File

  • Used for 2-Factor Authentication (2FA) — we’ll send a verification code to confirm your identity.

3. Security Questions

  • You may be asked to answer a security question (e.g., “What was your first pet’s name?”) for added account protection.

4. IMEI of the New Device

  • The IMEI number of the device you want to activate the SIM or eSIM on. This ensures compatibility and successful provisioning.

5. Reason for SIM Swap

  • Let us know why you’re requesting the swap (e.g., “Lost SIM,” “Device upgrade,” “Switching to eSIM”).
  • This helps us identify potential fraud and process the request correctly.

6. Billing Address

  • Needed to validate your account and calculate any location-based taxes or shipping details (if applicable).

What Happens After Verification?

Once we confirm the information:

For Physical SIM (pSIM):

  • A replacement SIM will be shipped to your billing address.
  • Once received, visit the [Infimobile Activation Portal] to activate your SIM.

:e_mail: For eSIM:

  • A new QR code will be generated and emailed to you.
  • Scan the code via your phone settings to install and activate the eSIM.

:light_bulb: Note: Once the new SIM or eSIM is activated, the previous SIM will be automatically deactivated.

How Long Does It Take?

  • Most SIM swaps are completed within 5–15 minutes after verification.
  • Delays may occur if additional validation is needed or if you’re using certain device models.

Need Help?

Our support team is here to assist you with the process:

:e_mail: Email: support@infimobile.com
:telephone_receiver: Phone: (855) 686-0102 or (855) 484-1855

3

I recently switched phones and needed to do a SIM swap, so I contacted Infimobile support to make sure everything went smoothly.

They told me exactly what they needed:

:small_blue_diamond: Phone number linked to your account
:small_blue_diamond: IMEI number of your new device
:small_blue_diamond: Whether you want a physical SIM or eSIM
:small_blue_diamond: Your email address (so they can send the QR code if you choose eSIM)

I included all of that in one message, and support had my new eSIM ready in minutes. Super fast and no back-and-forth.