All you need to know about SIM card safety
Keeping your SIM safe helps protect your number, your messages and your online accounts. Here is what to watch out for and what to do if something goes wrong.
In this article
If your phone or SIM has gone missing, head into your nearest 2degrees store as soon as you can. Our team will help you replace your SIM and secure your number.
To get a new SIM in-store, we need to check it is really you. Please bring the following:
- One valid photo ID
- One extra ID with your name on it
- Your account PIN
Accepted photo ID includes:
- New Zealand driver licence
- New Zealand or Australian passport
- 18+ Card or Kiwi Access Card
- New Zealand firearms licence
- New Zealand military ID
- International passport
For security reasons, SIM replacements take up to two hours to process while we run background checks.
No photo ID? We can still help. You will need your account PIN and we may ask a few extra questions to confirm you are the account holder.
What is SIM Swap fraud?
SIM swap fraud is when someone pretends to be you and tries to move your number onto their own SIM.
This can happen in store or over the phone if a scammer has found personal details about you online, like answers to security questions shared on social media.
Once they have your number, they can:
- Receive your texts and voicemail
- Reset passwords for things like email, banking and social accounts
- Get one time passcodes sent to your number
What happens if my SIM is swapped without my knowledge?
If someone manages to swap your number onto their own SIM, they can start receiving calls, texts and voicemail meant for you. This means they may be able to read your SMS messages and access one time passcodes sent to your number.
Many online services use text messages for security so they could access:
- Banking
- Emails
- Social Media accounts
This is why protecting your SIM with tools like a unique account PIN and SIM PIN security is so important.
How do I protect myself from SIM Swap fraud?
A few simple steps can make a big difference:
- Keep personal info off public profiles where possible
- Use strong, unique passwords for your accounts
- Set a unique 4 digit account PIN and keep it private
How do I turn on SIM PIN security?
SIM PIN adds an extra layer of protection to your SIM. Once it is on, you will need to enter the SIM PIN when your phone restarts.
On iPhone: Under Settings > Mobile Service > SIM PIN.
Turn SIM PIN on, then enter your SIM PIN to confirm.
On Android: Under Settings > Security > More security settings > SIM card lock.
Turn on Lock SIM card, then enter your SIM PIN to confirm.
My phone says that my SIM is locked, what does this mean?
Some phones let you set a SIM PIN, which is a security code just for your SIM. This adds extra protection if your phone is lost or stolen. When SIM PIN security is turned on, you will need to enter the SIM PIN every time your phone restarts. This is different from your screen lock PIN.
If the SIM PIN is entered incorrectly more than three times, your SIM will lock. To unlock it, you will need your PUK code. The PUK is a separate code that unlocks the SIM and lets you set a new SIM PIN. It is only used if the SIM has been locked.
You can find your PUK code in your 2degrees account or by contacting our support team. Find out about your PUK code here.
