SIM Replacement for Wireless Account FAQs

Yes, Globe Postpaid and Prepaid customers are eligible to request a SIM replacement.

You may request to replace or change your SIM through these channels for the following reasons:

• The GlobeOne app
  • Replace the physically damaged SIM
  • Change a physical SIM to an eSIM
  • Upgrade to a 5G SIM

• Any Globe store 
  • Replace a lost SIM
  • Replace the damaged or defective SIM
  • Change a physical SIM to eSIM (Postpaid and prepaid only)
  • Upgrade to a 5G SIM (from an old 3G SIM)
     

You will receive a 5G-enabled SIM. This 5G SIM supports 3G, 4G LTE, and 5G connections in selected locations with compatible devices.

Here’s how you can request a SIM replacement:

Through GlobeOne
First, you must download the GlobeOne app, enroll the account requesting a replacement SIM, and log in using the same mobile number. 

A. To request a physical SIM:

1. Go to SIM Services
2. Check your eligibility and get verified
3. Review your account information and provide your delivery address
4. Confirm the request that Globe will process, track your order through SIM Services, and wait for your SIM to be delivered.
5. When you receive your SIM, activate it also through the SIM Services section.

a. Your old SIM will be deactivated automatically when your new SIM is activated.

B. To upgrade your physical SIM to an eSIM:

1. Go to SIM Services
2. Select ‘Change SIM’ from the available options.
3. Choose ‘Select Physical SIM to eSIM’ to initiate the upgrade process. 
4. Check if you’re eligible for the eSIM upgrade.
5. Enter the OTP sent to your mobile number to confirm your identity.
6. Enter the email address where you will receive the activation instructions.
7. Click Switch to eSIM and wait for the instructions to activate your eSIM.

a. Your old SIM will be deactivated automatically when your new eSIM is activated through a Globe store 

Visit the nearest Globe store with the required documents to replace your SIM.  Your newly-issued SIM will be activated within 24 hours. 

A. These are the requirements you should prepare to request a SIM replacement through GlobeOne:

B. These are the requirements you should prepare, and reminders to keep in mind, to request a SIM replacement through a Globe store:

Reminders:

• For security purposes, customers are required to take a photo or a selfie.
• The photo should show your head down to your shoulders.
• Keep your eyes open.
• Make sure your face is clear of obstructions like glasses or shades.

Requirements for account owners:

Effective March 1, 2025, postpaid SIM replacement through authorized representatives will only be allowed under specific conditions:

1. If the account owner is out of the country

2. If the account owner is a Senior Citizen

3. If the account owner is sick or bedridden

In these cases, the authorized representative should submit the following requirements:

• Physical proof of ID of the listed customer
• Physical proof of ID of the authorized representative
• Affidavit of Loss / Special Power of Attorney (SPA).

Before activating your new SIM, ensure that you have done the following:

1. Back up your data, contacts, photos, messages, and other important information.
2. Keep the Personal Unlocking Key (PUK) code for your SIM where you can easily retrieve it, in case you need to use it when your phone gets locked.

Here are the steps to activate the new SIM you requested through GlobeOne:

If you requested your replacement SIM from a Globe store, the newly issued SIM will be activated within 24 hours.

The following fees will apply for SIM replacement.

Through GlobeOne:

Delivery Timelines:

• 1-2 days for NCR
• 3-5 days for provincial key cities
• 7-10 days for outside-delivery-area or far-flung areas
• After 3 unsuccessful delivery attempts, the order will be canceled with no refund. A new request can be made through a Globe store.

Payment options:

• Prepaid: Credit card and GCash
• Postpaid: Charged to the postpaid bill after successful SIM delivery

Through a Globe store:

To temporarily deactivate your line, we recommend visiting a Globe store to have your lost SIM barred. If you're unable to go immediately, you can: 

• Send a message via our official Globe Telecom account on Facebook Messenger and select Report lost phone/SIM.
• Call 0277301000 and choose the Report Lost Phone/SIM option.

MOBILE NUMBER

Your mobile number will remain the same.

ROAMING SERVICES

Your roaming service will remain active for both postpaid and prepaid accounts, even after SIM replacement.

LOAD

You’ll still be able to use any remaining load and free text after your SIM replacement.

PROMOS

Your promos will remain active as long as they have not expired. This applies to all promos registered before SIM replacement.

IPHONE SETTINGS

When you replace your SIM, your iPhone settings will be restored to default, including Mail, Contacts, Calendar, and Network settings. Some applications and system updates may run again, possibly incurring charges. Please check your settings after the SIM replacement to ensure everything is configured to your preference.

GCASH

Lastly, your GCash wallet will remain active if you keep the same mobile number. However, if you get a new number, follow these steps:

• Register for a new GCash account with your new number.
• Submit a new ticket to request the transfer of your balance and records (e.g., GInsure, GInvest, GCredit, and Save Money).
• Choose My GCash Account → I still have funds on my old lost SIM, kindly transfer to my new number as the concern category.
• Provide all the required details:
• List the GCash financial products and services you’re subscribed to for transferring and linking to your new GCash account.
• If your old number wasn’t verified, provide an affidavit for your lost SIM.
• You’ll receive a confirmation email within 48 hours regarding your request.
• After 48 hours, proceed with verifying your new number in the GCash app to access your funds.