How to Replace Safaricom Line
If you need to replace Safaricom line because your SIM is lost, damaged or you want to upgrade, this guide shows you what to do and what you’ll need.
Quick Answer — At a Glance
Buy a replacement SIM from a Safaricom shop, authorised dealer or agent.
Insert the new SIM, dial *180# and follow the SIM replacement/swap prompts (self-service if eligible).
Or call Safaricom customer care (100 from Safaricom or 0722 002 100) / visit a Safaricom shop for assisted replacement.
Verify identity with your ID, old number and recent usage or M-PESA details to restore the line and services.
Step-by-Step Guide: Replacing Your Safaricom Line
Obtain a Replacement SIM Card
Visit a Safaricom shop, an authorized dealer or M-PESA agent and buy a replacement SIM. Prepaid cards cost around Ksh 50–100. Tuko.co.ke – Kenya news.+2KenyanTimes+2
Record the serial number (IMSI) printed on the card.
Use Self-Service Swap (if eligible)
Insert the new SIM into your phone.
Dial 1801Your old phone numberOriginal SIM PIN*New SIM’s IMSI# to initiate the swap. Tuko.co.ke – Kenya news.+1
Wait for confirmation; it can take a few minutes to hours.
Contact Customer Care if Needed
Call Safaricom: dial 100 from a Safaricom line, or 0722 002 100 from another network. KenyanTimes+2Tuko.co.ke – Kenya news.+2
Explain that your line is lost/damaged and you need a replacement.
Provide verification info: your ID, old number, recent usage or M-PESA transaction details, new SIM serial number, and if you remember, your old SIM PIN.
Visit a Safaricom Shop or Dealer (If Self-Service Not Possible)
Bring your original ID.
Ask staff to block the old line (if lost) and activate the replacement SIM.
Ensure your M-PESA account (if you had one) is restored. Funds and balances should be preserved after verification. Kenya Times+1
Important Notes & Tips
It helps a lot if you remember your old SIM PIN — self-swap usually requires it.
If you don’t have the PIN, Safaricom will use other verification questions. KenyanTimes+1
Replacement cost may vary; prepaid lines usually pay for the SIM, postpaid may differ. Tuko.co.ke – Kenya news.+1
Restoration of M-PESA is part of the process; you don’t lose your funds if you follow procedures correctly.
FAQs
Q: Can I replace the line without remembering the old SIM PIN?
A: Yes — you’ll need to contact Safaricom Customer Care and answer verification questions to prove ownership.
Q: How much does replacement cost?
A: Typically around Ksh 50-100 for prepaid SIMs; cost for postpaid may differ.
Q: What happens to my number, balance & M-PESA when I replace the SIM?
A: Your phone number, airtime/data/M-PESA balances should all carry over, as long as ownership is verified properly.
Q: How long does the replacement take?
A: It can be immediate via self-swap if everything is correct, or take a few minutes to a couple of hours.
Q: Where can I report a lost or stolen Safaricom line?
A: Call Safaricom customer service (100 from Safaricom line, or 0722 002 100 from others), or visit a Safaricom shop.
