SIM Swap Scams: How Criminals Take Over Your Phone Number

A SIM swap happens when a criminal convinces your mobile network to move your phone number onto a SIM card they control. Once they have your number, they can receive your mobile money OTPs, reset your passwords, and take over your accounts, while your own phone suddenly loses signal.

How it usually happens

1. The scammer first gathers your personal details (full name, date of birth, national ID number), often from a previous scam call, a lost ID, or information shared carelessly on social media.
2. They visit a SIM registration point or call customer care pretending to be you, claiming your SIM is "lost" or "damaged," and request a replacement SIM with your number.
3. If the network is convinced, your real SIM is deactivated and the criminal's new SIM becomes active with your number.
4. They then use "forgot password" or OTP flows on your mobile money, email, and social media accounts. The verification codes go straight to their phone.

Warning signs

• Your phone suddenly shows "No Service" or "Emergency calls only" for no clear reason (no travel, no known network outage).
• You stop receiving calls or SMS altogether.
• You get an SMS confirming a SIM swap or replacement request that you did not make.
• You notice mobile money or account activity you don't recognize right after a sudden loss of signal.

How to protect yourself

• Guard your personal details. Don't share your national ID number, full date of birth, or SIM registration details over the phone or on social media, even with someone claiming to be from your network.
• Set a PIN/passcode on your SIM registration where your network offers it, so a swap request needs more than just knowing your basic details.
• Use an authenticator app instead of SMS for accounts that support it (email, banking apps). App-based codes aren't affected by a SIM swap.
• Act immediately on sudden signal loss. If your phone loses all signal unexpectedly, contact your network's official customer care from another phone right away to check if a SIM swap was requested.

If you suspect a SIM swap has happened to you

1. Immediately contact your mobile network from a different phone and ask them to freeze/investigate your line.
2. Contact your mobile money provider and bank to freeze transactions on affected accounts.
3. Change passwords on your email and other important accounts as soon as you regain access, from a device you trust.
4. Report the incident to the Uganda Police Cyber Crime Unit.

The faster you act after losing signal unexpectedly, the more likely you can limit the damage.