How to Perform a SIM Swap in the Comms Portal

Overview

The SIM Swap feature in the Advanced tab allows partners to replace the physical SIM card or eSIM on an active mobile service directly from the Comms Portal. A SIM swap is required when a customer has lost their SIM, damaged it, or needs to move their service to a new device using a new SIM or eSIM.

Steps to Perform a SIM Swap

Log in to the Comms Portal and navigate to Services from the left-hand menu.
Select the service that requires the SIM swap.
Click the Advanced tab from the service menu.
Locate the SIM Swap section on the right side of the screen.
Under SIM Type, select the type of SIM to swap to:
- Physical SIM — Select this to replace with a new physical SIM card. You will need the 13-digit SIM number printed on the new SIM card.
- E-SIM — Select this to replace with a digital eSIM. No physical SIM number is required; an eSIM profile will be issued.
If selecting Physical SIM, enter the new 13-digit SIM number in the SIM Number field.
Click the Swap SIM button to submit the request.
Navigate to the Activity tab on the service to monitor the SIM swap order and confirm it reaches Complete status before advising the customer to test their service.

⚠️ Important Notes

13-digit SIM number required: For Physical SIM swaps, the SIM number must be exactly 13 digits. This number is printed on the SIM card packaging or the card itself. Do not enter the phone number.
eSIM cannot be reused: An eSIM profile is a one-time issue. If a customer changes devices again, a new eSIM must be issued — the previous eSIM profile cannot be reactivated.
After eSIM activation: The customer must set the new eSIM as their active/default SIM in their device settings and remove or disable the old SIM profile to avoid service conflicts.
Service downtime: The customer’s service will be temporarily unavailable during the SIM swap process. Advise the customer to expect a short outage until the order reaches Complete.
Active Travel Packs: If a SIM swap is performed while the customer is roaming overseas with an active Travel Pack, the Travel Pack will stop working. A new Travel Pack must be purchased and standard roaming charges may apply in the interim.
Do not resubmit: If a SIM swap order is showing In Progress in the Activity tab, do not submit another request. Wait for the current order to reach Complete.

Key Notes

Item	Details
Where to find it	Services → select service → Advanced tab → SIM Swap section
SIM types available	Physical SIM (requires 13-digit SIM number) or E-SIM (digital profile, no SIM card needed)
eSIM one-time use	eSIM profiles cannot be reused — a new eSIM must be issued for each device change
Order tracking	Monitor SIM swap progress via the Activity tab — service restores once the order reaches Complete
Roaming impact	Performing a SIM swap while the customer is roaming with an active Travel Pack will stop the pack immediately
Advanced View	This feature is located in the Advanced tab and is not available from any other service view

🎥 Watch the demo video below

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