- Residential
- Help & Advice
- Common Questions
- Mobile Prepaid
Mobile Prepaid
Lost & Stolen Phone
What should I do if my phone is lost or stolen or I have damaged my SIM card?
If you have lost your mobile handset or have had it stolen, or your SIM card is damaged please call immediately Customer Service on 087 123 (+35987123) from any fixed line telephone or other mobile operator's network or short code 123 from any mobile VIVACOM handset.
For security and identification purposes, you will be asked to provide the original PIN code number of your SIM card. You can find it on the back of your plastic SIM card punch-out that came in your CD sized welcome pack.
Please be advised that once you report your SIM card lost or stolen, your SIM card will be immediately deactivated. This means that if you find your SIM card before you receive your replacement SIM, the old SIM will not work and cannot be reactivated.
Who should be notified?
Please call Customer Service on 087 123 (+35987123) immediately from any fixed line telephone or other mobile operator's network or short code 123 from any mobile VIVACOM handset. It is also strongly recommended that you report the theft of your SIM card at your local police station and request a copy of the police report.
Do I have to buy a SIM card?
No, you will receive replacement SIM via courier with the balance of your lost/stolen card transferred.
Your first SIM card replacement is free of charge, followed by a BGN 12.00 VAT included charge for all additional replacements.
Your first SIM card replacement is free of charge, followed by a BGN 12.00 VAT included charge for all additional replacements.
Can I keep my number?
Yes, if you lose or damage your SIM card or have it stolen, you will keep your current VIVACOM number.
Do I keep my balance?
If you lose or damage your SIM card or have it stolen, you will receive a new SIM card with the balance transferred from your lost/stolen/damaged card.
