Lost SIM Overseas? How We Helped a Customer Regain Access Abroad

Overseas and Out of Options

“I Lost My SIM Card Overseas—And I Couldn’t Pay My Bills.”

One of our long-time customers had to fly overseas urgently to visit his father. While away, he encountered a technical issue with his computer and called us for help. During the call, he casually mentioned a problem that was causing serious stress: he had lost his SIM card, and his mobile provider couldn’t or wouldn’t help him replace it while he was overseas.

To make matters worse, he needed to authorise a financial transfer—and the bank's verification code was only being sent via SMS. Without access to his number, he was effectively locked out of his accounts, unable to pay critical bills or complete important transactions.

We were surprised to learn that he didn’t know about our mobile services through Cipher Connect. But the good news? We could help—and we could do it securely.

We take security seriously and don’t take shortcuts. In this case, we knew the client well and had an established history with him. During the support call, we confirmed his identity with a secure video call and had direct access to his computer through our remote support session. This gave us full confidence that we were speaking to the right person—not a scammer.

With the appropriate checks complete, we arranged to port his number to Cipher Connect and shipped a replacement SIM card to his overseas location. Once he received the SIM and activated the service, everything fell back into place. The SMS codes came through, the transactions were completed, and he could finally relax.

A Simple Switch, a Huge Relief

At Cipher Connect, we believe staying connected shouldn't stop when you leave the country. Whether you're at home or halfway across the globe, we make sure you're looked after—without compromising on security.

Travelling soon? Talk to us about mobile plans that keep you connected anywhere.

‍