SIM CARD REPLACEMENT

UCC has noted some operational challenges faced by operators and customers specific to the replacement of SIM Cards for customers that lose National Identity cards, and the registration and replacement of SIM Cards for customers without biometrics. To mitigate the challenges associated with this scenario, the Commission hereby guides as follows:

Replacement, swapping, editing or upgrade of SIM cards

A SIM card replacement, edit, swap or upgrade shall be done at customer service centers operated by telecom operators.

An applicant for replacement, edit, swap or upgrade of a SIM card shall physically appear at the telecom operators’ customer service center or at the designed agent’s shop.

SIM card replaced, swapped or upgraded shall be issued in the names of the person in whose name the SIM card was registered at the time of the loss or damage.

2. When you have lost your National ID

Report SIM Card loss to the nearest police station and furnish the telecom service provider with a letter from Uganda Police confirming the loss.
- Present a letter from the Police confirming the loss of National ID to NIRA.

Get NIRA letter confirming to your telecom operator registration on the national register. The letter from NIRA must be addressed directly to the concerned telecom operator.
- Physically appear at the telecom operator’s service centre or designated agent shop for physical identification.

This guidance applies to customers swapping, editing and replacing a SIM Card. It does not apply to customers registering a new SIM Card without presenting a valid National ID.

3. When a customer has no thumbprint or biometrics

Where the person claiming not to have biometrics obtained a National ID, asylum seeker’s card or refugee card, which clearly indicate that he or she does not have biometrics, such a person should present to the telecom operator’s customer service centre his or her original National ID, asylum seekers card or refugee card.

4. When your fingerprints have faded or become ineligible over time

For customers whose fingerprints faded or became ineligible after the issuance of their National ID, asylum seeker card or refugee card;

Obtain a validation letter from NIRA for Ugandan nationals, or from the Office of the Prime Minister, for holders of asylum seeker cards or refugee cards.

The validation letter from NIRA or OPM shall be addressed to UCC and should clearly state the customer’s particulars and confirm that he or she appears on the National register or in the OPM database, but the customer’s biometrics are no longer readable.