Guides / Replacement SIM

Get a replacement SIM after your phone is stolen (Globe, Smart, DITO)

Updated 3 November 2026 · By the FirstHour team

Short answerReport the SIM first, then go to your network's store with a government ID. Smart's steps are the clearest. Globe's and DITO's own pages each disagree on lost SIMs, so call before you travel.

Blocking your SIM means codes sent by text stop reaching the stolen phone. They stop reaching you too, until you have a new SIM. So it's worth doing both as soon as you can. This guide covers Philippine networks. For other countries, pick yours here.

Report it first

NetworkHow to report it
Globe / TMPostpaid: call 211 from a Globe number, or use Messenger (m.me/globeph, Report Lost Phone). Prepaid and TM: go to a Globe store with one government ID to have the SIM barred.
Smart / TNT*888 from a Smart number, (02) 8888-1111 by landline (for prepaid, Smart's page only mentions a store visit, so ask whether they can bar your SIM now), Smart's Facebook page or @SmartCares on X. For postpaid, Smart says outgoing calls are barred as soon as you report, and incoming ones if you ask.
DITO186 from a DITO number, [email protected], or chat in the DITO app on another phone. Some DITO pages also list 185.

The Globe details are from Globe's page, read on 3 November 2026. All the numbers are here.

Smart / TNT

Go to a Smart Store with one valid government ID. Smart's help page says the request must come from the registered SIM owner, and that the replacement is free and keeps your number.

Smart's terms aren't quite the same. Its prepaid terms say a lost SIM is replaced at the subscriber's cost, with documents proving the SIM is yours. Its SIM registration terms mention supporting documents too. So ask about the fee, and bring whatever proof you have that the SIM is yours.

Globe / TM

First, have your number deactivated. Message Globe's official account on Facebook Messenger at m.me/globeph and report the lost phone or SIM, or call 211 from a Globe mobile number and choose that option. Globe says it only discusses this with verified account holders. For prepaid and TM, its other page also says to go to the nearest Globe store to have the SIM temporarily barred, with one government ID.

Then go to a Globe store. A lost SIM can't be replaced in the GlobeOne app. Globe says your number stays the same, and the new SIM is activated within 24 hours. A replacement for a lost or stolen SIM costs P50 for prepaid and TM, and P99 for postpaid.

What to bring: Globe's two pages disagree. Ask the store before you pay for a notary.

Globe also says a SIM replacement can reset your iPhone's settings, including Mail, Contacts, Calendar and network settings, so check them afterward.

DITO

DITO's pages don't agree, so please call 186 or chat with DITO first:

Ask this: "My phone was stolen. How can I keep my number on a new SIM, and what do I bring?"

If you use a DITO eSIM, a SIM built into the phone rather than a card, DITO says to send a help ticket in the DITO app. Ask for a temporary disconnection, and how long it can last before you'd lose the number. It says the replacement is free, takes up to 24 hours and comes as a new QR code by email, with a different number. You'll need your invoice, receipt or order screenshot, plus a valid ID and your QR code if you have it. If you can't sign in to the app on another phone, email [email protected]. If you can't get one right away, DITO says to temporarily disconnect your line.

Once your new SIM works

How FirstHour helps

With Plan B, you tick your network ahead of time, so its number is ready in your first-hour plan. Its guided tips include setting a SIM PIN. FirstHour can't block or replace a SIM. Your network does that. Hotlines are checked by hand, so they can go out of date.

Questions

Will I keep my number?

Smart says yes. DITO's terms say you can move your number to another DITO SIM, but a replacement eSIM comes with a different number. Globe says your mobile number stays the same.

Can a relative get the SIM for me?

Smart says the request must come from the registered SIM owner. We couldn't confirm whether any network accepts a representative, so ask first. This also matters if the SIM is registered in someone else's name, such as an employer's.

Does a new SIM stop the thief using my phone?

It stops them using your number, but not the phone itself. Smart replaces the SIM, not the phone. To stop the phone working on mobile networks, ask for an IMEI block.

Sources

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