Mobile Postpaid

Lost & Stolen Phone

What should I do if my phone is lost or stolen?

To avoid unauthorized usage on your account, you should immediately call Customer Service on 123, 24x7 and report your loss.

Your number will be immediately suspended to insure there is no unauthorized usage. You can receive your replacement SIM card at all authorized dealers or via special courier service delivered to your address.

If you want to receive your new SIM card at an authorized dealer, during the visit you will be asked for residential subscribers - name and ID number of the account holder. It is not necessary the account holder to take the replacement SIM card personally.

Your first SIM card replacement is free of charge, followed by a BGN 12.00 VAT included charge for all additional replacements. For security purposes, once you receive your replacement SIM card, the registered account holder must call Customer Service on 123 to activate your card.


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What should I do if my SIM card is damaged?

SIM cards can be damaged if you leave them under direct sun light, exposed to extreme heat or cold, or under water. If you have damaged your SIM card or have other technical issues, call Customer Service on 123 for residential customers and 121 if you are a business client, 24x7 and we'll try to identify the specific technical issue.


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Who should be notified?

To avoid unauthorized usage on your account you should immediately call Customer Service on 123 for residential customers and 121 if you are a business client, 24x7 and report your loss. Your're liable for any and all usage incurred up to the time your card is reported lost/stolen to Customer Service and suspended.

We strongly advise you to file a formal theft report with your local police authorities.

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Can I keep my number?

Yes - your mobile number will not change if you replace your SIM card.

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