Lost SIM card

If you have lost your SIM card, your next steps depend on whether the SIM card is prepaid or postpaid and its current status. This article explains your available options and what we recommend in each case.

Understand Options for a Lost Prepaid SIM Card

Prepaid SIM cards are managed in My Account → Manage Refills when active.

Transfer Balance from a New or Unused Prepaid SIM Card

If your prepaid SIM card was never activated, you can transfer the full balance to a replacement SIM.

• Transfer option: Move unused minutes to a new prepaid SIM
• Fee: $35 CAD network administration fee
• Shipping: Additional charges apply

To request a balance transfer, contact Customer Care.

Transfer Balance from an Active Prepaid SIM Card

If your prepaid SIM card is active with remaining minutes, you can transfer the service number and balance to a replacement SIM.

• Transfer option: Move service number and remaining balance
• Fee: $175 CAD network administration fee
• Note: The balance expiry date does not change

Alternative: You can purchase a new prepaid SIM card. The new SIM will have a new service number, and any remaining balance on the lost SIM will be forfeited.

To proceed with a transfer, contact Customer Care.

Restore an Active Prepaid SIM Card with No Balance

If your prepaid SIM card is active but has no remaining balance, a transfer cannot be completed until airtime is added.

• Step 1: Refill the lost SIM card using How to Refill a Prepaid SIM Card
• Step 2: Request a transfer to a new SIM
• Fee: $175 CAD network administration fee
• Note: The balance expiry date does not change

Recommendation: To avoid transfer fees, we recommend purchasing a new prepaid SIM card instead.

Replace an Expired or Deactivated Prepaid SIM Card

If your prepaid SIM card is more than 270 days past expiry, it is permanently deactivated and will no longer appear in your account.

• Action: Purchase and activate a new prepaid SIM card
• Note: A new service number will be assigned

Understand Options for a Lost Postpaid SIM Card

Postpaid SIM cards are managed in My Account → Airtime Plans when active.

Transfer an Active Postpaid SIM Card to a Replacement

If your postpaid SIM card is active, you can transfer the service to a replacement SIM.

• Transfer option: Move the service number and plan to a new SIM
• Fee: $35 CAD network administration fee
• Shipping: Additional charges apply

Alternative: You can purchase a new SIM card and activate a new service. The existing plan must be canceled to stop billing.

To request a transfer, contact Customer Care.

Replace a Deactivated Postpaid SIM Card

If your postpaid SIM card has been canceled or disconnected, it will no longer appear in your account.

• Action: Purchase a new postpaid SIM card and activate a new service

Note: In some cases, a deactivated SIM card may be eligible for reactivation. For more information, see Reactivating SIM Card Services.

Contact Support for Lost SIM Card Assistance

If you are unsure which scenario applies or need help choosing the best option, please contact Customer Care.

We can help you recover your service or set up a replacement SIM card.