To change the SIM card format without the number change, to restore the lost or damaged SIM card, please follow the guidelines.

To change the eSIM, get acquainted with the guidelines.

If within the first 30 days after activation of a new starter pack or last replacement, the SIM card stops working, please contact the Vodafone store to replace the SIM card with a new one for free.

The warranty replacement of the SIM card is not performed in the following cases:

• the SIM card has been blocked as a result of 10 attempts to enter an incorrect PUK code;
• the SIM card has cracks, damage, scratches, or other defects caused by mechanical or thermal, or other damages.

To block your SIM card, call:

• 222  (toll-free from any Vodafone Ukraine number) or
• 0 800 400 222  (toll-free from all networks in Ukraine).

To confirm that you are the number holder, please answer one of the following questions:

• PUK code (8 digits indicated on the plastic holder of the previous SIM card) or
• two numbers you have most frequently called or sent messages to within the last 30 days (except for short numbers and numbers starting from 0800/900…);

If your number is registered with the passport details, please provide the full name and details of the document linked to the registered number for further identification.

Having completed the request, you can replace the SIM card in 3 simple steps at any convenient time.

“Limit on remote SIM-card change” – is a service that will additionally protect your number from fraudsters.

You can be sure with it that the SIM card replacement will be possible only at your personal request:

• the remote replacement will only be available when calling from your phone number;
• in case of the SIM card loss or failure, it will be possible to replace the SIM only when applying to the Vodafone store with a passport or ID card, or digital ID card in Diia app.

If your mobile number is serviced as prepaid, it is not registered with passport data and the “Limit on remote SIM-card change” service – is activated under the number, to replace a lost or damaged SIM card, it will be necessary to register your number at the Vodafone store (link to “How to register your card”?).

The service deactivation is available:

• for unregistered PrP customers – only if the personal data is registered when visiting the Vodafone store with the original of your passport/ID card or digital ID in “Дія” app.
• for registered PrP customers – when visiting the Vodafone store with the original document (passport or ID card) linked to the registered number or with ID card in “Дія” app.
• for contract individuals – when visiting the Vodafone store with the original document (passport or ID card) linked to the registered number or with ID card in “Дія” app.
• for contract legal entities – by requesting via VipZakaz, when contacting the responsible person of your company or visiting the Vodafone store with a power of attorney on the letterhead of your company and the original passport/ID card or digital ID card in “Дія” app.

If you enter an incorrect PIN code three times, most smartphones ask for the PUK code indicated on the plastic holder of your SIM card:

1. Enter the PUK code indicated on the plastic holder of your SIM card.
2. Set a new PIN and the phone will be unlocked.

If there is no plastic holder, the PUK code can be restored in one of the following ways:

• 111 (toll-free from any Vodafone number in Ukraine);
• 0800 400 111 (toll-free from any number in Ukraine).

To confirm that you are the number holder, please answer the question:
two numbers you have most frequently called or sent messages to within the last 30 days (except for short numbers and numbers starting from 0800/900…);

The PUK code recovery of the contract and prepaid numbers registered with the passport details is possible by contacting the Call Centre with additional check performed or at the Vodafone store by providing the employee with an original of the document or digital ID card in “Дія” app.

If the number of attempts to enter the PUK code is run out, it will be possible to use the mobile number only after replacing the SIM card. Please follow the guidelines.

Each SIM card has a number validity. To check this period, dial *101# and make a request.

If the SIM/USIM card has expired, it can be blocked by the operator, the customer number, tariff plan, account balance and the ability to receive incoming calls will remain within 60 days.

After this period, the service of the customer number will be completely stopped, but the customer can renew the number by contacting the Vodafone store within 30 days.

When the number validity expires and the card is registered in the Vodafone network, the incoming calls are received, but you cannot make outgoing events, to extend the number validity, it will be enough to top up the account for at least 5 UAH. The top-ups can be made in any way, except for the “Money Transfer” service. After each subsequent account top-up for at least 5 UAH (except for the “Money Transfer” service), the validity period will be extended by 370 days.

If the card cannot be registered in the network, please contact the Call Centre to clarify the possibility of restoring the number:

• 111 – toll-free from any Vodafone number in Ukraine;
• 0800 400 111 – for customers of other operators (toll-free from any number in Ukraine).

The card unlocking in the absence of outgoing events:

If the card is blocked in the absence of outgoing events (calls, SMS, use of mobile Internet) for more than 180 days, to extend the number validity, it will be enough to top up the account for at least 5 UAH. The top-ups can be made in any way, except for the “Money Transfer” service. After each subsequent account top-up for at least 5 UAH (except for the “Money Transfer” service), the validity period will be extended by 370 days.

Choose one of the following options:

• In My Vodafone app. Choose Registration and Number Protection from the shortcut menu on the main screen. To register, it is necessary to have an ID card or digital foreign passport in "Дія" app.
• At a Vodafone store. Go to a Vodafone store with your passport or ID card and TIN or the "Дія" app with the digital ID card displayed.
• At the website https://registration.vodafone.ua. It is necessary to have an electronic digital signature to register a number via the website.

To check the number registration, please use My Vodafone app or visit the website https://registration.vodafone.ua/identification

A Prepaid customer can switch to the Contract service for free and keep his/her phone number and SIM card.

To-do steps:

• visit the Vodafone store with a current SIM card and your number (it is important as first you should go through the identification process via SMS code);
• provide the original passport of a citizen of Ukraine or ID card, and the taxpayer identification number (TIN) or digital ID card in «Дія» app.

When applying, you can choose any available tariff plan for Contract customers..

Note!

A switch to the Contract service form is possible not earlier than 30 days from the activation of the Prepaid number.
To activate the number under the Contract service terms, top up your account for an advance payment depending on your tariff plan. If there are funds left on your Prepaid account, they will be transferred to the personal account of the Contract service after signing the Agreement.

Before applying, we recommend you to read the Agreement.

The number can be re-registered only with the consent of the current and new owners when contacting the Vodafone store.

If the number is registered to an individual:

Contact the Vodafone store together with the current owner of the number.

The current and new owners should provide the original passport of a citizen of Ukraine or ID card and Taxpayer Identification Number (TIN) or a digital ID card in “Дія” app.

If the number is registered to a legal entity:

To obtain a permit to re-register a number, please contact the employee responsible for mobile communications in your company.

After obtaining a permit, contact the Vodafone store.

You should have a request for number re-registration or a power of attorney from the company, the original passport or ID card and Taxpayer Identification Number (TIN) or a digital ID card in “Дія” app.

Note:

The service cost is 34.74 UAH, the amount is charged from the account of the customer whom the number is re-registered to.

The balance and bonuses are not transferred.

If the number has a valid Supplementary Agreement, all conditions and obligations are transferred to the new owner.

Under no circumstances should you pass the below-mentioned information about your number to third parties:

• PUK code
• Document data
• Numbers called
• IMEI of your device
• SMS codes sent to your number

This information can be used by fraudsters to get access to your SIM card.

Note:

Vodafone employees never call to clarify this information. Please provide this information to our employee only while contacting in person.

For security of the PrP number, it is recommended to register your number with passport details (link to “How to register my card?”) or switch to the contract service.