SIM swap scam: what to do if someone takes over your phone number

How a SIM swap works

According to the FBI, criminals usually pull this off in one of three ways: they impersonate you and trick your carrier into switching your number to their SIM, they pay a carrier employee to do it, or they phish carrier staff into installing malware.

Once the number is moved, your calls, texts and data go to their device. They can then hit “Forgot password” on your email and other accounts tied to your number; the reset links and one-time codes sent by text arrive on their phone, and they lock you out. A related trick, port-out fraud, moves your number to a new account at a different carrier.

Warning signs

• Your phone suddenly shows no service, and calls and texts stop working, in a place where it normally works.
• You get a message from your carrier about a SIM change or a number transfer you didn't ask for.
• Password reset or new-login emails arrive from your accounts.

The FBI's advice is simply to be aware of any change in your SMS connectivity; the FCC's 2023 rules require carriers to notify customers whenever a SIM change or port-out request is made on their account.

What to do, in this order

1. 1Contact your mobile carrier immediately to regain control of your phone number. Use the number on the carrier's own website or your bill, from another phone.
2. 2Sign in to your online accounts and change your passwords, email first, since it can reset everything else.
3. 3Contact your bank and other financial institutions and ask them to place an alert on your accounts for suspicious login attempts and transactions.
4. 4Report the activity to your local police or your local FBI field office.
5. 5File a report with the FBI's Internet Crime Complaint Center at ic3.gov.

Lock your number with your carrier

In November 2023 the FCC adopted rules requiring wireless providers to use secure methods to verify a customer before moving their number to a new device or provider, to notify customers of SIM change and port-out requests, and to offer all customers, at no cost, the option to lock their account against SIM changes and number ports. Ask your carrier which of these protections it offers and switch on the account lock or number lock if it has one.

How to make it harder

• Stronger two-factor authentication: the FBI recommends biometrics, physical security keys or a standalone authenticator app instead of codes sent by text.
• Never give your account PIN or password to a caller. If someone says they're from your carrier, hang up and call the customer service line yourself.
• Keep your number and address off public profiles, and don't advertise financial assets such as cryptocurrency on social media.
• Use a different password for every account, and don't store passwords for easy login in apps on your phone.

Frequently asked questions

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