SIM card recovery in Ukraine
Step 1
Purchase a new SIM/eSIM card using one of the following options:
The cost of a starter package with any tariff plan will be credited to the main balance of the number on which the replacement is being made (e.g., when purchasing a starter package for UAH 270, you’ll receive UAH 220 as compensation).
Step 2
After receiving your new SIM/eSIM card, contact us and provide the number you want to recover:
Requests for number recovery are accepted daily from 9:00 AM to 8:00 PM.
Step 3
For unregistered prepaid customers:
- Answer one of the questions:
– PUK code (8 digits indicated on the plastic holder of your old SIM card or on the eSIM voucher);
– the two numbers you most frequently called within the last 30 days (excluding short numbers or those starting with 0800/900…);
– IMEI of the device that used the old SIM or eSIM profile;
- provide your personal data: full name, series (if available) and number of your identity document (e.g., passport / ID card / international passport / driver’s licence). These data will be recorded in in your SIM replacement request.
Important!
If you have the Remote SIM Card Replacement Restriction service activated for your number, an additional verification will be required before the swap. Please provide the operator with a contact number for communication.
For registered prepaid customers:
-
provide the details of your document under which your number is registered;
-
indicate your contact number for communication;
-
send a photo of you holding your document and a sheet of paper, as well as a separate photo of all completed pages (in particular, the registration form; ID card - a photo from the back side) to zakaz@vodafone.ua. In the subject line of the letter, indicate your full name in Ukrainian and your phone number (e.g., Sydorenko Ihor Vasyliovych, 0501234567).
A sheet of paper with the handwritten text: “Photo for SIM Card Replacement, date, signature”.
Step 4
Share with our staff the serial number of your new SIM card or eSIM voucher (digits under the barcode), as well as the phone number on the starter package (if you purchased a package with a new number).
Your number will be transferred to a new SIM/eSIM card within 4 business hours after submitting the request. Business hours are from 09:00 AM to 8:00 PM. Requests submitted outside business hours will be processed after 09:00 AM.
Step 5
Install the SIM card in your device or activate the eSIM profile following the instructions on the voucher once your request is successfully processed (or restart your phone if a new SIM card or eSIM profile was installed previously).
Pease note: For security reasons, additional verification may be required before replacing your SIM card. Our specialist will call your contact number (within 4 business hours between 09:00 AM and 8:00 PM). Please answer the call and respond to any additional questions. You can also recover your number visiting your nearest Vodafone store with your ID .
SIM recovery while being abroad
If you need to replace your lost SIM card with a virtual eSIM:
Step 1
Buy a special eSIM voucher (you can check the list of eSIM compatible devices on the eSIM - convenient virtual SIM page).
Step 2
Call +38050 0 400 222 (calls are accepted from both Ukrainian and international operators. A call to +380500400222 while roaming from a Vodafone number is free of charge).
Step 3
Tell our staff the number you want to recover.
Step 4
For unregistered prepaid customers:
- Answer one of the questions:
– PUK code (8 digits, which are indicated on the plastic holder of your old SIM card);
– the two numbers you most frequently called within the last 30 days (excluding short numbers or those starting with 0800/900…);
– IMEI of the device that used the old SIM or eSIM profile;
-
provide our employee with the serial number of your new eSIM card (digits under the barcode on the voucher sent to your email);
-
indicate your contact number for communication;
-
provide your personal data: full name, series (if available) and number of your identity document (e.g. passport / ID card / international passport / driver’s licence). These data will be recorded in your SIM replacement request.
For registered prepaid customers:
-
provide the details of your document under which your number is registered;
-
indicate your contact number for communication;
-
Provide our staff the serial number of your new eSIM card (digits under the barcode on the voucher sent to your email).
Step 5
- send a photo of you holding your document and a sheet of paper, as well as a separate photo of all completed pages (in particular, the registration form; ID card - a photo from the back side) to zakaz@vodafone.ua. In the subject line of the letter, indicate your full name in Ukrainian and your phone number (e.g., Sydorenko Ihor Vasyliovych, 0501234567).
* A sheet of paper with the handwritten text: “Photo for SIM Card Replacement, date, signature”.
Your number will be transferred to a new SIM/eSIM card within 4 business hours after submitting the request. Business hours are from 09:00 AM to 8:00 PM. Requests submitted outside business hours will be processed after 09:00 AM.
Activate the eSIM profile on your device to use your number following the instructions on the voucher.
Please note: For security reasons, additional verification may be required before replacing your SIM card. Our specialist will call your contact number (within 4 business hours between 09:00 AM and 8:00 PM). Please answer the call and respond to any additional questions.
Important!
Incoming international calls are charged according to roaming rates.
To receive a verification call, make sure you have enough funds or an active roaming package with minutes.
If you miss the verification call or fail to confirm that you are the user of the number (due to insufficient balance/no service/ missed call, etc.) or you fail to send a photo of the required documents by mail, your request will be rejected.
You’ll need to submit a new recovery request and wait for a repeat call.
