Switching to the NEW Gen Mobile SIM card.

Got an email or text about replacing your SIM card? You’re in the right spot. We’ll walk you through how to make the switch and what to expect next.

Getting your new SIM card.

  • Good News! If you’re here, that means Gen Mobile will mail your new SIM card to the billing address on file.
  • If your address has changed, please contact us to update it so we can send your SIM Card to the right place.
  • Important: Don’t take out your old SIM Card yet! Once your new SIM arrives, contact us to complete the activation.

Steps to make the switch.

Step 1:
Have these ready:
  • Your phone.
  • Your device ID (IMEI) number. To find your device ID number (IMEI), dial *#06# on your phone.
  • The number on your new SIM card (under the barcode).
Step 2:
Save your voicemails.

Switching your SIM card removes your voicemails from your device, so if there are any important messages, back them up however you can. For more information on how, check your voicemail app or manufacturer’s guide for saving your voicemails.

Headset icon on a red circular background.
Step 3:
Contact Gen Mobile support.

Call 1-833-528-1380 from a different phone or chat with one of our Customer Care Representatives here.

Step 4:
After activation:
  1. Remove the old SIM card.
  2. Place the new SIM card in the tray using the correct size.
  3. Reinsert the SIM card and tray into the device (you should hear a little click once it's fully in)
  4. Restart your phone and you’re good to go!
Step 1:
Have these ready:
  • Your phone.
  • Your device ID (IMEI) number. To find your device ID number (IMEI), dial *#06# on your phone.
  • The number on your new SIM card (under the barcode).
Step 2:
Save your voicemails.

Switching your SIM card removes your voicemails from your device, so if there are any important messages, back them up however you can. For more information on how, check your voicemail app or manufacturer’s guide for saving your voicemails.

Headset icon on a red circular background.
Step 3:
Contact Gen Mobile support.

Call 1-833-528-1380 from a different phone or chat with one of our Customer Care Representatives here.

Step 4:
After activation:
  1. Remove the old SIM card.
  2. Place the new SIM card in the tray using the correct size.
  3. Reinsert the SIM card and tray into the device (you should hear a little click once it's fully in)
  4. Restart your phone and you’re good to go!

Frequently asked questions.

Why do I need to replace my SIM card?

We have been upgrading our networks in order to give you better coverage and better reliability, so our new SIM cards keep your device connected and compatible.

How can I replace my SIM card?

Gen Mobile is sending new SIMs to customers who need them. Once it arrives, simply call or chat with us to activate it.

Is there a deadline for replacing my SIM card?

There is no deadline. You can continue using your current SIM Card, but we recommend replacing your SIM Card as soon as possible to avoid service issues or disconnection.

Do I need to update my address to get the SIM card?

Yes. If your address has changed, please update it with us to ensure the SIM Card is sent to the correct location.

Is there a fee for the replacement SIM?

No. Gen Mobile is providing replacement SIM cards free of charge.

What SIM Card size should I use?

Most newer phones use a nano SIM (the smallest size). Older devices may require a micro or standard size. If you’re not sure, we can guide you during activation.

 

Will I keep my phone number?

Yes, your number will remain the same.

How long will I be without service during the swap?

Only for a few minutes, once you swap the SIM card, your phone will reconnect and service will come back shortly after.

 

Will I need to set up anything after the swap?

You might need to set up your voicemail again. If it doesn’t come back automatically, visit genmobile.com/contact-us for help with next steps.