FREQUENTLY ASKED QUESTIONS
SIM Cards, eSIM & PUK
How do I switch between manual and automatic network selection?
How do I switch from a physical SIM to an eSIM?
What should I do about eSIM/dual-SIM not working?
How do I activate an eSIM on my iPhone or Samsung?
How do I convert my physical SIM to an eSIM?
SIM Card
How do I perform a Vodacom SIM swap?
- If you have a new prepaid SIM, insert it into your phone and dial *135# or call 135. Follow the prompts to select “SIM Swap.” You’ll need your old cellphone number and must answer security questions to verify ownership.
- Visit a Vodacom store with your ID and proof of address, or complete a SIM swap via the Vodacom App if eligible. Follow the activation prompts and insert the new SIM when instructed.
What is the waiting period for a SIM swap?
There is a 2‑hour waiting period before the SIM swap is completed. An SMS is sent to the old SIM during this time. If you did not request the swap, call 082 135 immediately to stop it.
I see usage after a SIM swap I did not request — what should I do?
This could indicate fraudulent activity. Report it immediately for urgent investigation.
Contact customer care on 082135.
My SIM swap is not working
Your account has been flagged for potential fraud because authentication was incomplete and the device was reported as stolen.
Can I do a SIM swap if my phone was stolen?
Yes, but you must blacklist the device first. Call 082 135 to bar the old SIM and blacklist the handset. Once you have a new SIM, you can proceed with the SIM swap using your original number.
Why is my SIM not registering on the network?
The SIM may be unactivated, on the wrong network mode, have incorrect APN settings, or be faulty. Restart your device, reinsert the SIM, and set network selection to Automatic. If it persists, visit a store.
Why do my calls show as private number (CLI/CLIR)?
Caller Line Identity Restriction may be enabled on your device or profile. Disable ‘Hide Number’ in phone settings or ask Customer Care to check your profile.
How do I enable caller ID?
Enable ‘Show My Caller ID’ in your phone settings or request Customer Care to enable it on your profile.
How do I switch between manual and automatic network selection?
Go to Settings → Mobile Network → Network Selection and choose Automatic, or select Vodacom manually when troubleshooting.
eSIM
How do I switch from a physical SIM to an eSIM?
You can convert to an eSIM via the VodaPay app or by visiting a Vodacom store. iPhone users (iPhone 11 or newer) can often convert directly in Mobile Data settings without a QR code.
What should I do about eSIM/dual-SIM not working?
Ensure the eSIM profile is downloaded and active, assign it to calls/data as needed, restart the device, and verify APN settings.
How do I activate an eSIM on my iPhone or Samsung?
iPhone: Go to Settings > Mobile Data > Add eSIM and scan the QR code (requires iOS 16+ for on‑device conversion).
Samsung: Go to Settings > Connections > SIM Manager > Add eSIM and scan the QR code.
Note: A stable Wi‑Fi connection is required during setup.
How do I convert my physical SIM to an eSIM?
You can do a SIM‑to‑eSIM swap via the VodaPay app for a once‑off fee of R25:
Prepaid: Ensure at least R25 airtime.
Contract: Fee is billed to your next statement.
Your physical SIM will deactivate once the eSIM is activated.
PUK
How do I find my PUK number if my SIM is blocked?
If you enter your PIN incorrectly three times, you’ll need your PUK. You can find it via:
- VodaPay App: Account → Account Details → More Details
- Online: Log in to My Vodacom
- SMS: Text VPP to 31050 from another Vodacom number
- USSD: Dial *135# from another Vodacom phone
What happens if I enter the wrong PUK code too many times?
If the PUK is entered incorrectly 10 times, the SIM card becomes permanently blocked. You’ll need to buy a new SIM and perform a SIM swap to keep your number.