What to Do After a SIM Swap Scam

What a SIM swap looks like

A SIM swap scam happens when a scammer convinces your telco, or an insider at one, to transfer your phone number to a SIM card they control. Once that happens, your calls and text messages, including one-time passwords (OTP), go to them instead of you.

The first sign is often your phone losing signal completely with no explanation, followed by messages you did not request or account activity you did not authorise. This combination is worth acting on immediately.

Because the scammer needs your number to receive OTPs, a SIM swap is usually the setup step before money is actually moved.

Contact your telco and bank immediately

Call your telco as soon as you notice the signal loss, and ask them to confirm whether a SIM swap request was made and to reverse it. Ask for any record of the request, including how it was made.

At the same time, contact your bank to freeze the account and review any transactions that occurred during the period your number was compromised. Tell them clearly that this was a SIM swap, since it changes how they assess the transfers.

If any transfer already happened, call the National Scam Response Centre (NSRC) on 997, especially if it was recent.

Why the bank dispute is often strong here

Because you did not authorise the SIM to be swapped, the resulting transfers relied on codes sent without your knowledge. These transactions are often treated as unauthorised rather than something you approved. This can put you in a stronger position with your bank than some other scam types.

Ask your bank to open a formal dispute and request written confirmation of their assessment. File a police report as well, either at a station or with the Commercial Crime Investigation Department (CCID). This supports both the bank dispute and any later step.

When a civil claim becomes an option

Once the destination accounts are identified and the amount is meaningful, a civil claim against the scammer may be worth considering. This works especially well alongside a bank dispute, rather than instead of one. Legal help after a scam can explain how the two fit together.

A look at whether legal action is worth pursuing helps you weigh the cost against what is realistically left to recover.

What to do next

Contact your telco and your bank as soon as you notice the signal loss, then file a police report. Explain clearly that a SIM swap was involved, since this detail shapes every step that follows.

For a wider view of your options, see the recovery options overview. You do not need to have everything figured out before reaching out.