Introduction
SIM Replacement issues a new SIM (physical SIM or eSIM) for an existing Virgin Mobile number when the current SIM is lost, stolen, damaged or faulty, when the customer changes handset, or when the customer wants to switch between physical SIM and eSIM. The number, plan, wallet balance and remaining benefits stay the same; only the SIM changes.
Replacement Options and Fees
| Replacement Type | Channel | Fee (VAT included) |
|---|---|---|
| Replace eSIM (eSIM to new eSIM) | Virgin Mobile app or store | Free |
| Switch to eSIM (physical SIM to eSIM) | Virgin Mobile app or store | Free |
| Physical SIM replacement (lost, stolen or damaged) | Virgin Mobile store | 10 SAR |
| Faulty SIM (not caused by the customer) | Virgin Mobile store | Free |
How to Replace the SIM
Virgin Mobile app (eSIM only)
- Log in to the Virgin Mobile app and tap Mobile at the top.
- Select the number.
- Choose Replace eSIM (or Switch to eSIM for a physical SIM).
- Verify identity through Nafath.
- Install the eSIM on the handset using the QR code or the direct install option, then restart the handset.
Virgin Mobile store
- The line owner visits a store with their original ID (visitors bring their passport).
- The store verifies the customer by fingerprint and issues the new physical SIM or eSIM.
- The old SIM is deactivated as soon as the new SIM is activated, and the customer receives a confirmation SMS.
Lost or Stolen SIM
- Verify the caller as the line owner.
- Suspend the line immediately from Support Tool > Line Actions > Suspend – Lost/Stolen. The suspension is free and stops all outgoing usage.
- Advise the customer to get a replacement through the app (eSIM) or a store (physical SIM).
- The suspension is removed automatically when the new SIM is activated.
Terms and Conditions
- Only the registered line owner can request a replacement, after identity verification by Nafath or fingerprint.
- A maximum of 3 eSIM replacements is allowed through the app in any 30 days. Further replacements must be done in a store.
- An eSIM QR code can be installed only once. If the eSIM is deleted from the handset, a new replacement is needed.
- Services may take up to 15 minutes to work after activation.
- After a SIM replacement, some banks block SMS OTPs to the number for up to 24 hours as a fraud-protection measure. This is controlled by the bank, not Virgin Mobile.
- Agents cannot issue a replacement over the phone.
FAQs
Will I lose my balance or plan if I replace my SIM?
No. The number, plan, wallet balance and remaining benefits stay on the line.
I deleted my eSIM by mistake. What should I do?
Request Replace eSIM from the app, free of charge. The deleted eSIM cannot be reinstalled.
Can someone else collect a replacement SIM for me?
No. The line owner must be present in the store for fingerprint verification.
My new SIM shows No Service. What should I do?
Wait 15 minutes and restart the handset. If there is still no service, check the SIM status in Support Tool and make sure the ICCID matches the new SIM.
Can I replace my physical SIM through the app?
The app can only issue eSIMs. A physical SIM must be collected from a store.
Complaint TKT
Raise a ticket if the new SIM is not active after 2 hours, if the eSIM fails to install after the QR code was generated, or if the customer was charged for a free replacement.
| Group | Technical Support |
| Category | SIM |
| Sub-Category | SIM Replacement – Not Activated / eSIM Install Failed / Wrong Fee |
| Required Information | MSISDN, old and new ICCID, replacement channel (app or store and store name), date and time, handset model, error message or screenshot |
| SLA | 24 working hours |
Call Reason
| Call Reason 1 | Call Reason 2 | Call Reason 3 |
|---|---|---|
| Inquiry | Services | SIM Replacement |
| Request | Services | SIM Replacement – Lost/Stolen Suspension |
| Complaint | Services | SIM Replacement – Not Activated |