Replacement with a virtual eSIM

1.Before replacement, make sure your device is compatible with eSIM.

2.Connect to a Wi-Fi network, as the mobile Internet from your SIM card will be temporarily unavailable during eSIM activation.

3.Go to My Vodafone (Services - Available Services - SIM and Number Operations - SIM Card Replacement with eSIM) and follow the in-app instructions. 

Please note that you should indicate your e-mail and confirm the replacement by entering the SMS code in the app. The eSIM cost (UAH 100) will be charged from your account balance. 

If you already have a Voucher for a regular SIM card replacement with a virtual eSIM, select the SIM Replacement section in the app, enter its serial number and follow the instructions indicated on the voucher.

4.Wait for the eSIM profile activation on your device. My Vodafone will notify you when it is complete.

Replacement with a physical SIM card

1.Buy a Power SIM card on our website with free delivery to the nearest Nova Poshta branch or the Nova Poshta parcel locker in Ukraine.

2.After receiving the new SIM card, go to My Vodafone (Services > Available Services > SIM and Number Operations > SIM Replacement) and follow the instructions to replace the SIM card in the app. Additionally, you can view a how-to video.

3.Insert the SIM card into the device, as the number will be transferred immediately. 

Please note that the request shall be confirmed with the SMS code. If you are unable to enter the SMS code for any reason, you can change your SIM card only in accordance with the rules described in the SIM Card Recovery section (in case of loss or failure).

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

1. Buy a new SIM/eSIM card using one of the following options 

If you need a physical SIM card, order a universal Power SIM card for UAH 50 online with free delivery to the nearest Nova Poshta branch or the Nova Poshta parcel locker in Ukraine.

If you need a virtual eSIM card, order an eSIM voucher for UAH 100 on the website and get it immediately to the email address you specified (you can check the list of eSIM compatible devices in the List of eSIM Compatible Devices section).

2.    After receiving the new SIM/eSIM card, call from your number:

in Ukraine to 222 (toll free for Vodafone Ukraine subscribers) or

abroad to +38050 0 400 222 (toll free for Vodafone Ukraine numbers);

3.    Inform the operator of the serial number of your new SIM/eSIM card (the numbers indicated under the barcode) 

4.    Confirm your request using the SMS code.

5.    Insert the SIM card into the device or activate the eSIM profile according to the instructions on the voucher, as the number will be transferred immediately. 

Please note that if you are transferring your number to an eSIM, connect to a Wi-Fi network, as the mobile Internet from your SIM card will be temporarily unavailable during eSIM activation.

Persons with hearing and/or speech impairments can replace their SIM card according to the scheme.

Please note that if you are unable to provide the SMS code for any reason, you can change the SIM card only in accordance with the rules described in the SIM Card Recovery section (in case of loss or failure).

Step 1

Buy a new SIM/eSIM card using one of the following options:

• Power SIM on our website with free delivery to the nearest Nova Poshta branch;
• eSIM voucher (go to the List of eSIM compatible Devices section to check the list of devices supporting eSIM);
• any Vodafone starter pack with a new mobile number¹.

Step 2

Having receiving a new SIM/eSIM card, call 222 (free for Vodafone Ukraine subscribers) or 0 800 400 222 (free from any Ukrainian networks) and tell the operator a mobile number to be recovered.

Persons with hearing and/or speech disorders can replace the SIM card according to the following scheme.

Please note that the requests for mobile number recovery will be accepted from 9:00 a.m. to 8:00 p.m.

Step 3

For anonymous PrP customers:

• answer one of the following questions:

– PUK code (8 digits indicated on the plastic holder of the previous SIM card or eSIM voucher),

– 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 or eSIM profile;

• provide your passport data: full name and passport series (if available) and identity document number (e.g. passport/ID card/international passport/driver’s license). This information will be recorded in the SIM card replacement request.

Note:

If the “Restrictions for remote SIM card replacement” service is activated under the mobile number, so in such case an additional check will be performed before the SIM card replacement. Please provide the operator with your contact number.

For registered PrP customers:

• provide the data of your document registered with your mobile number;
• indicate your contact mobile number;
• send your photo with a document and a paper* in your hand, and a separate photo of all completed pages (including the residence address; a photo of the reverse side in case of ID card) to zakaz@vodafone.ua, indicating the subject of the e-mail, namely your full name in Ukrainian and your phone number (for example, Igor Vasylyovych Sydorenko, 0501234567).

*The phrase “Photo for the SIM card replacement, date, signature” shall be written there.

Step 4

Tell the employee the serial number of your new SIM card or eSIM voucher (the numbers below the barcode) and the phone number on the starter pack (if you purchased a starter pack with a new mobile number).

The mobile number will be ported to a new SIM/eSIM card within 4 working hours² after submitting the request.

Step 5

Insert the SIM card in the device or activate the eSIM profile according to the instructions on the voucher after successfully processing the request (or reboot it if a new SIM card or eSIM profile was previously inserted).

Note:

For security purposes, there may be an additional check performed before the SIM card replacement. Our specialist will call you at the contact mobile number (up to 4 working hours²). Be sure to answer the phone call and additional questions.

You can also recover your mobile number by visiting the nearest Vodafone store  with your ID document.

If you need to recover a lost SIM card to a virtual eSIM:

Step 1
Buy a special eSIM voucher (go to the List of eSIM compatible Devices section to check the list of devices supporting eSIM).

Step 2
Call the number +38050 0 400 222 (the calls are accepted from the mobile numbers of both Ukrainian and foreign operators. International calls to +380500400222 from a Vodafone mobile number will not be charged).

Persons with hearing and/or speech disorders can replace the SIM card according to the following scheme.

Step 3
Tell the employee the mobile number to be recovered.

Step 4

For anonymous PrP customers:

• 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 employee with the serial number of your new eSIM card (the numbers below the barcode on the voucher sent to your e-mail);
• specify your contact mobile number;
• provide your passport data: full name and passport series (if available) and identity document number (e.g. passport/ID card/international passport/driver’s license). This information will be recorded in the SIM card replacement request.

For registered PrP customers::

• provide the data of your document registered with your mobile number;
• indicate your contact mobile number;
• provide the employee with the serial number of your new eSIM card (the numbers below the barcode on the voucher sent to your e-mail);

Step 5

• Send your photo with a document and a paper in your hand, and a separate photo of all completed pages (including the residence address; a photo of the reverse side in case of ID card) to zakaz@vodafone.ua.

The phrase “Photo for the SIM card replacement, date, signature” shall be written on the letter.

Indicate the subject of the e-mail, namely your full name in Ukrainian and your phone number (for example, Igor Vasylyovych Sydorenko, 0501234567).

Step 6
The mobile number will be ported to a new SIM card within up to 4 working hours² after submitting the request.

Activate the eSIM profile in the device according to the instructions on the voucher.

Note:

For security purposes, there may be an additional check performed before the SIM card replacement. Our specialist will call you at the contact mobile number (up to 4 working hours²). Be sure to answer the phone call and additional questions.

Pay attention that the incoming roaming calls are chargeable according to the roaming tariffs.

To answer the call of our employee, there should be a sufficient amount on your account to pay for an incoming call or the roaming service package with minutes included should be activated.

If you do not confirm that you are the mobile number user during the call of our employee for any reason (there are no funds or no service package to pay for the call/the number is offline/the call is missed, etc.) or you failed to mail the photos of the requested documents, the request will be rejected.

In this case, you will need to submit a new request and wait for a second call to make a replacement.

To block your SIM card, please:

• call 222 (toll-free from any Vodafone Ukraine number) or
• call 0 800 400 222 (toll-free from all networks in Ukraine) or
• contact the chat

To confirm that you are the mobile 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 mobile number is registered with the passport details, please provide the full name and details of the document linked to the mobile number registration for further identification.

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

To block the SIM card, please submit a request.

To do so,

• call the number +38050 0 400 222 (the calls are accepted from the mobile numbers of both Ukrainian and foreign operators. International calls to +380500400222 from a Vodafone mobile number will not be charged) or
• contact the chat

To confirm that you are the mobile 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 mobile number registration for further identification.

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

Replacement with a virtual eSIM

1.Before replacement, make sure your device is compatible with eSIM.

2.Connect to a Wi-Fi network, as the mobile Internet from your SIM card will be temporarily unavailable during eSIM activation.

3.Go to My Vodafone (Services - Available Services - SIM and Number Operations - SIM Card Replacement with eSIM) and follow the in-app instructions. 

Please note that you should indicate your e-mail and confirm the replacement by entering the SMS code in the app. The eSIM cost (UAH 100) will be charged from your account balance. 

If you already have a Voucher for a regular SIM card replacement with a virtual eSIM, select the SIM Replacement section in the app, enter its serial number and follow the instructions indicated on the voucher.

4.Wait for the eSIM profile activation on your device. My Vodafone will notify you when it is complete.

Replacement with a physical SIM card

1.Buy a Power SIM card on our website with free delivery to the nearest Nova Poshta branch or the Nova Poshta parcel locker in Ukraine.

2.After receiving the new SIM card, go to My Vodafone (Services - Available Services - SIM and Number Operations - SIM Replacement) and follow the instructions to replace the SIM card in the app. Additionally, you can view a how-to video.

3.Insert the SIM card into the device, as the number will be transferred immediately. 

Please note that the request shall be confirmed with the SMS code. If you are unable to enter the SMS code for any reason, you can change your SIM card only in accordance with the rules described in the SIM Card Recovery section (in case of loss or failure).

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

1. Buy a new SIM/eSIM card using one of the following options 

If you need a physical SIM card, order a universal Power SIM card for UAH 50 online with free delivery to the nearest Nova Poshta branch or the Nova Poshta parcel locker in Ukraine.

If you need a virtual eSIM card, order an eSIM voucher for UAH 100 on the website and get it immediately to the email address you specified (you can check the list of eSIM compatible devices in the List of eSIM Compatible Devices section).

2.    After receiving the new SIM/eSIM card, call from your number:

in Ukraine to 222 (toll free for Vodafone Ukraine subscribers) or

abroad to +38050 0 400 222 (toll free for Vodafone Ukraine numbers);

3.    Inform the operator of the serial number of your new SIM/eSIM card (the numbers indicated under the barcode) 

4.    Confirm your request using the SMS code.

5.    Insert the SIM card into the device or activate the eSIM profile according to the instructions on the voucher, as the number will be transferred immediately. 

Please note that if you are transferring your number to an eSIM, connect to a Wi-Fi network, as the mobile Internet from your SIM card will be temporarily unavailable during eSIM activation.

Persons with hearing and/or speech impairments can replace their SIM card according to the scheme.

Please note that if you are unable to provide the SMS code for any reason, you can change the SIM card only in accordance with the rules described in the SIM Card Recovery section (in case of loss or failure).

Step 1

Buy a new SIM/eSIM card using one of the following options:

• Power SIM on our website with free delivery to the nearest Nova Poshta branch;
• eSIM voucher (go to the List of eSIM compatible Devices section to check the list of devices supporting eSIM);
• any Vodafone starter pack with a new mobile number¹.

Step 2

Having receiving a new SIM/eSIM card, call 222 (free for Vodafone Ukraine subscribers) or 0 800 400 222 (free from any Ukrainian networks) and tell the operator a mobile number to be recovered.

Persons with hearing and/or speech disorders can replace the SIM card according to the following scheme.

Step 3

• provide the data of your document registered with your mobile number;
• indicate your contact mobile number;
• send your photo with a document and a paper in your hand, and a separate photo of all completed pages (including the residence address; a photo of the reverse side in case of ID card) to zakaz@vodafone.ua. Indicate the subject of the e-mail, namely your full name in Ukrainian and your phone number (for example, Igor Vasylyovych Sydorenko, 0501234567).

The phrase “Photo for the SIM card replacement, date, signature” shall be written there.

Step 4

Tell the employee the serial number of your new SIM card or eSIM voucher (the numbers below the barcode) and the phone number on the starter pack (if you purchased a starter pack with a new mobile number).

The mobile number will be ported to a new SIM/eSIM card within up to 4 working hours² after submitting the request.

Step 5

Insert the SIM card in the device or activate the eSIM profile according to the instructions on the voucher after successfully processing the request (or reboot it if a new SIM card or eSIM profile was previously inserted).

You can also recover your mobile number by visiting the nearby Vodafone store with your ID document.

Note:

For security purposes, there may be an additional check performed before the SIM card replacement. Our specialist will call you at the contact mobile number (up to 4 working hours²). Be sure to answer the phone call and additional questions.

Step 1

Buy a special Buy a special (go to the List of eSIM compatible Devices section to check the list of devices supporting eSIM).

Step 2

Call the number +38050 0 400 222 (the calls are accepted from the mobile numbers of both Ukrainian and foreign operators. An international call to +380500400222 from a Vodafone mobile number will not be charged).

Persons with hearing and/or speech disorders can replace the SIM card according to the following scheme.

Step 3

Tell the employee the mobile number to be recovered.

Step 4

• provide the data of your document registered with your mobile number;
• indicate your contact mobile number;
• provide the employee with the serial number of your new eSIM card (the numbers below the barcode on the voucher sent to your e-mail).

Step 5

• send your photo with a document and a paper in your hand, and a separate photo of all completed pages (including the residence address; a photo of the reverse side in case of ID card) to zakaz@vodafone.ua. Indicate the subject of the e-mail, namely your full name in Ukrainian and your phone number (for example, Igor Vasylyovych Sydorenko, 0501234567).

The phrase “Photo for the SIM card replacement, date, signature” shall be written on the letter.

Step 6
The mobile number will be ported to a new SIM card within up to 4 working hours² after submitting the request.

Activate the eSIM profile in the device according to the instructions on the voucher.

Note:

For security purposes, there may be an additional check performed before the SIM card replacement. Our specialist will call you at the contact mobile number (up to 4 working hours²). Be sure to answer the phone call and additional questions.

Pay attention that the incoming roaming calls are chargeable according to the roaming tariffs.

To answer the call of our employee, there should be a sufficient amount on your account to pay for an incoming call or the roaming service package with minutes included should be activated.

If you do not confirm that you are the mobile number user during the call of our employee for any reason (there are no funds or no service package to pay for the call/the number is offline/the call is missed, etc.) or you failed to mail the photos of the requested documents, the request will be rejected.

In this case, you will need to submit a new request and wait for a second call to make a replacement.

To block your SIM card, please submit a request.

To do so,

• call 222 (toll-free from any Vodafone Ukraine number) or
• call 0 800 400 222 (toll-free from all networks in Ukraine) or
• contact the chat

For further identification, please provide your full name and the data of the document linked to the registered mobile number.

After completing the request, you can replace the SIM card at any convenient time for you in a few steps.

To block the SIM card, please submit a request.

To do so,

• call the number +38050 0 400 222 (the calls are accepted from the mobile numbers of both Ukrainian and foreign operators. An international call to +380500400222 from a Vodafone mobile number will not be charged) or
• contact the chat

To confirm that you are the mobile number holder, please provide the full name and details of the document linked to the registered mobile number for further identification.

Replacement of the current active SIM card with a new 4G SIM card in case of loss or failure:

• contact a person assigned to your company.

If the backup SIM card or eSIM profile is available, the responsible persons can replace it personally 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 Thamovlennya or

• contact the nearest Vodafone store with a power of attorney on your company letterhead and passport/ID card or digital ID card in the Diya app.

To replace the current active SIM card with an eSIM card in case of its loss or failure, please contact a responsible person assigned to your company.

If the backup SIM card or eSIM profile is available, the responsible persons can replace it personally 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 Thamovlennya.