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Dear customers of prepaid and contractual forms of service, who do not have the opportunity to visit our store to replace a lost SIM-card:for remote number recovery you need to buy a PowerSIM pack or, in its absence, any prepaid starter pack with a new number, prepare an identity document and call 222 (free on Vodafone) or 0 800 400 222 (toll-free from all networks in Ukraine).

Prepaid

Prepaid

Contract

Contract


Step 1

Buy a special starter pack: on the website with free delivery to any Nova Poshta or Ukrposhta branch or at the nearest points of sale.


Step 2

Call 222 (toll-free from any Vodafone Ukraine number) or 0 800 400 222 (toll-free from all networks in Ukraine) and provide the necessary information
to replace the active SIM card


Step 3

Continue to use your number, tariff and services activated

Replacement of the current active SIM card with a new 4G SIM card
open

Step 1

Buy a special starter pack for SIM card recovery and replacement on our website with free delivery. Get your order at nearest Nova Poshta чи Ukrposhta branch. You just pay the cost of the starter pack priced at 25 UAH and the delivery is free.
You can also buy the starter pack at the points of sale near your house.

Step2

Having received your starter pack for SIM card recovery and replacement:

  • submit a request for a SIM card replacement in «My Vodafone app» (Services > Available Services > SIM card operations > SIM card replacement section) or follow the link. The number will be transferred to a new SIM card within 60 minutes (if the request was submitted from 09:00 to 20:59) or after 09:00 (if the request was submitted from 21:00 to 08:59).
  • or call from your mobile number at a special dedicated communication line 222 (toll-free from any Vodafone Ukraine number), provide the operator with a serial number of your new SIM card (numbers indicated on the new starter pack or on the plastic holder under the barcode) and confirm request via SMS code received. The number will be immediately ported to the new SIM card.

If a customer cannot provide an SMS code for any reason, the SIM card format can be changed only at the Vodafone store in accordance with the rules described in the “SIM Card Recovery (in case of its loss or failure)” section.

Note:
If your number is registered with the passport details or the “Restrictions for remote SIM card replacement” service is activated, so in such cases an additional check will be performed before the SIM card replacement.
After the request, wait for a call from the operator.

Step 3

Insert a SIM card into the device to use your number successfully.

Note:

  • the current account status, tariff plan and all activated services during the SIM card replacement will be transferred to a new SIM card;
  • contacts in the address book saved on the previous SIM card are not restored;
  • to save the contacts, we recommend you to transfer the contacts from your SIM card to your device before their replacement. If necessary, please refer to the manufacturer’s manual for your device.

You can also replace the SIM card at the nearest Vodafone store.

SIM card recovery (in case of its loss or failure)
open

Step 1

Visit the Vodafone store with the original passport/ID card or Ukrainian international passport, or the digital document in «Дія» app and buy a special Power SIM starter pack for 25 UAH or a virtual eSIM for 100 UAH.

Step 2

  • provide an employee with a mobile number to be recovered;
  • answer one of the following questions:
    – PUK code (8 digits indicated on the plastic holder of the previous SIM card);
    – two numbers you have most frequently called within the last 30 days (except for short numbers and numbers starting from 0800/900…);
    – IMEI number of the device with the old SIM card.
  • provide the operator with a serial number of your new SIM card (numbers indicated on a new starter pack or on a plastic holder under the barcode);
  • show to the employee your passport/ID card/Ukrainian international passport, or the digital document in «Дія» app. A request for a SIM card change will contain your personal data.

The estimated time for the number porting to the new SIM card is 60 minutes.

Step 3

Insert a SIM card into the device to use your number at least 60 minutes after (or restart it if a new SIM card has been installed before this time).

Note:

  • SIM card recovery (in case of its loss or failure) is possible at the request of an adult only;
  • the current account status, tariff plan and all activated services during the SIM card replacement will be transferred to a new USIM card;
  • contacts in the address book saved on the previous SIM card are not restored;
  • to save your contacts, we recommend you to make an address book backup. If necessary, please refer to the manufacturer’s manual for your device.

The instruction with the algorithm of actions indicated on the Power SIM starter package and in the attachment to it (section "SIM card recovery (in case of its loss or failure)") becomes irrelevant and will be changed until 04/30/2022.

Immediate SIM card blocking
open

To block your SIM card, it is necessary to submit a request.

To do this, 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 number registration for further identification.

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

For individuals (an agreement is concluded with your passport details), individuals-entrepreneurs and customers served under the terms of Your Circle Program:

Replacement of the current active SIM card with a new 4G SIM card
open

Step 1

Buy a special starter pack for SIM card recovery and replacement on our website with free delivery. Get your order at nearest Nova Poshta чи Ukrposhta branch. You just pay the cost of the starter pack priced at 25 UAH and the delivery is free.
You can also buy the starter pack at the points of sale near your house.

Step 2

Having received your starter pack for SIM card recovery and replacement:

  • call from your mobile number at a special dedicated communication line 222 (toll-free from any Vodafone Ukraine number);
  • provide the operator with a serial number of your new SIM card (numbers indicated on the new starter pack or on the plastic holder under the barcode) and confirm request via SMS code received.

If a customer cannot provide an SMS code for any reason, the SIM card format can be changed only at the Vodafone store in accordance with the rules described in the “SIM Card Recovery (in case of its loss or failure)” section.

The number will be immediately ported to the new SIM card.

Note:
If the “Restrictions for remote SIM card replacement” service is activated under your number, so in such cases an additional check will be performed before the SIM card replacement.
After the request, wait for an SMS notification or a call from the operator.

Step 3

Insert a SIM card into the device to use your number.

Note:

  • the current account status, tariff plan and all activated services during the SIM card replacement will be transferred to a new SIM card;
  • contacts in the address book saved on the previous SIM card are not restored;
  • to save the contacts, we recommend you to transfer the contacts from your SIM card to your device before their replacement. If necessary, please refer to the manufacturer’s manual for your device.

You can also replace the SIM card at the nearest Vodafone store.

SIM card recovery (in case of its loss or failure)
open

Step 1

Visit the store Vodafone with the original document or the digital ID card in the “Дія” app.

Step 2

Provide the employee with your document or digital ID card in “Дія” app.
The number will be ported to the new SIM card within 60 minutes.

Immediate SIM card blocking
open

To block your SIM card, it is necessary to submit a request.

To do this, call:

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

Please provide the full name and details of the document linked to the number registration for further identification.

For corporate customers:

Replacement of the current active SIM card with a new 4G SIM card in case of loss or failure
open
  • contact a person assigned to your company;
  • if the backup SIM card is available, the responsible persons can replace it via My Vodafone web-version (for users with the access level of Personal Account Administrator and higher) or remotely order a SIM card replacement via VIP Zakaz;
  • contact the nearest Vodafone store with a power of attorney on your company letterhead and passport/ID card or digital ID card in the “Дія” app.
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