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Block, re-order and activate a SIM card

On this page:
Find out how to block your SIM (e.g. if you have lost your mobile phone) and how to order and activate a new SIM card or eSIM online and free of charge.

Block SIM

If you lose your mobile phone or additional device you can easily block your SIM online in My Swisscom (customer centre). This protects your device against misuse. Set up Call forwarding in My Swisscom so that your contacts can still reach you. If you cannot block the SIM online, contact us here.

If your device is stolen, please report the loss to the police. To do so, you need your device’s IMEI number. 

Display IMEI number

Order a new SIM card (free of charge)

SIM card

If you require a new SIM card for your main or additional device, simply order it online and free of charge. You can pick up your new SIM card at any kiosk or Press & Books (no reservation required) or have it delivered to your home address by post within 3 working days.


If you have an eSIM-compatible device, you can order an eSIM free of charge. To do this, go to the Cockpit or a Swisscom Shop near you, or call free on 0800 800 800. Your phone must be connected to the mobile network to order the eSIM via Swisscom Cockpit. To do this, switch off the WLAN connection. You receive the QR code with your new eSIM profile as soon as you place your order and can retrieve and activate it any time in My Swisscom.

How does the eSIM work?

The “e” stands for “embedded”. This means that the SIM is integrated into the device and the eSIM chip is built into the device by the manufacturer (Apple, Samsung etc.). Swisscom subsequently uploads the eSIM profile to the device, including data about the subscription or telephone number. In the longer term, the eSIM will replace the traditional SIM card.

Would you like to activate an additional SIM for your additional device as part of your subscription? Order a new eSIM or multi device SIM card via Multi Device.

Activate new SIM card

  1. SIM card: After receiving your replacement SIM, insert the new SIM card into your device's SIM slot.
    eSIM: After receiving your eSIM profile as a QR code, scan it with your smartphone camera app. Alternatively you can go to your smartphone settings, select “Mobile phone/mobile network” > “Add mobile phone tariff” and scan the QR code this way. Video tutorials: iPhone or Android-based mobile
  2. You will now receive an SMS with a link. Click the link to confirm the activation of your new SIM. Alternatively, you can activate your new card in My Swisscom. This deactivates your old SIM.
  3. Restart your mobile phone.


We provide you with an eSIM profile free of charge. The activation charge for a new SIM card costs CHF 40.– and is charged conveniently to your mobile phone bill. There is no activation charge if you order online.

WhatsApp works in the same way with the eSIM as it does with a conventional SIM card. However, if WhatsApp is used with a dual SIM, you can only register and use one telephone number for WhatsApp on the device.

If your mobile has an eSIM (rather than a SIM card), you need to transfer the eSIM profile to your new device. Transferring from iOS to iOS is very straightforward:

Apple instructions
(opens in new tab)
Swisscom video instructions(opens in new tab)

If you have an Android device, proceed as follows:

  1. Delete the eSIM profile from the old smartphone (in settings).
  2. Order a new eSIM free of charge in the Cockpit(opens in new tab), Swisscom Shop or by phoning the hotline. Your phone must be connected to the mobile network to order the eSIM via Swisscom Cockpit. To do this, switch off the WLAN connection.
  3. Scan the QR code using the camera on the new mobile and download.

The following devices in the Swisscom range can currently be used with an eSIM:
Discover devices

Your device manufacturer provides instructions on how to use the dual SIM function.
Go to Apple instructions
Go to Samsung instructions

By default, the SIM PIN is deactivated on the eSIM. However, it can be reactivated if necessary. Go to the device settings and enter an incorrect PIN 3 times. You can then set a new personal PIN using the PUK code.
View PUK 

A SIM card cannot be dispatched abroad or only in consultation with us. However, it is simple to order and activate an eSIM online because there is no physical card to supply. Note that it needs to be activated in My Swisscom and not via SMS when you are abroad.

Resetting your smartphone will also delete the eSIM profile from your device. In other words, you will need a new eSIM profile.
Order this as a free replacement SIM on My Swisscom.

Help from the Swisscom Community

Help from the Swisscom Community

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