How to renew your Safaricom Line-safaricom sim replacement
Safaricom sim card

Safaricom Sim card renewal/replacement is the process of transferring all the information to your old phone number including Mpesa balance, airtime and data bundles to a brand new sim card. Many of us have had to substitute their sim cards at one point due to different reasons ranging from loss of phone or destruction to the Sim. New statutes put in place stated that any unactivated sim card could be utilised for a SIM swap effective from 11th January 2017.

Who is eligible for a Safaricom Sim Swap?

  • The Prepay Safaricom users that have misplaced or lost their sim card.
  • Prepaid customers with a cracked sim card.
  • Prepaid subscribers who would like to upgrade their sim cards to enjoy new Safaricom services such as 4G networks.

You should note that Safaricom postpay customers wishing to perform a sim swap have to write an approved letter addressed to Safaricom Retail Centre, or they can forward it via email to

In the recent past, one had to visit accredited Mpesa agents or Safaricom customer care centres to replace their old sim card. This process is a hectic one characterised by long queues and transport expenses for those living in marginalised regions. Safaricom Sim card replacement cards are retailed at Kshs. 50 and are available at various shops including local kiosks in the estates. A Safaricom subscriber can perform a self-sim swap without having to travel long to visit Mpesa agencies or Customer service centres. Below are two methods and steps that you can use to do a Safaricom sim card renewal or swap in the comfort of your house.

Method 1: How Do you Replace your Safaricom Sim? (Do it on your own)

To do a Safaricom Kenya self-sim replacement using the Safaricom self-care service, you need the following items

  1. The first thing you require is to buy a Safaricom Sim replacement card from your preferred local shop.
  2. Write down your old/previous Safaricom number if you have not memorised it.
  3. Have with you the original pin of the old line either written or in your memory.
  4. Kindly note you must have had an operating Mpesa account.

The Procedure

  1. Take the new Safaricom sim card and enter it into your device.
  2. Dial USSD *180*1*mobile no.*Original Pin* IMSI#- For example, if your number is 0722600800 and pin is 4590 then you should have something similar to this *180*1*0722600800*4590*IMSI#. IMSI is the serial number found on the base of your new sim card

You should note that this method could take a few hours to be able to complete; therefore, requires some patience.

Method 2: How Do you Replace your Safaricom Sim (Customer Care method)

  1. After getting your new Safaricom replacement card at Kshs 50 call customer care on prepaid 100.
  2. The Safaricom customer service representative will ask you some questions to confirm if the line belongs to you and will later ask you to give the serial number printed on the new card.
  3. Additionally, they will request for your old pin and your mobile number.
  4. Buy a Safaricom SIM replacement card costing Ks.50.
  5. Call customer care on prepaid100.
  6. Read the written serial number of the replacement Sim to the representative.
  7. Give the help agent your old PIN and mobile phone number.

Unlike in the former Safaricom self-care service method, having a customer care representative do it for you is instant, and you can begin using your new card in a matter of a few minutes.

Besides dialling 100 on your Safaricom prepaid line, there are other means to get through to a customer care assistant such as Safaricom online support through Twitter handle and Facebook page platforms (These ways are usually faster).

In my scenario, I did my Safaricom sim swap online via a tweet. I sent a tweet to Safaricom using the official @SafaricomLtd handle, and they replied about instantly asking me for my affected phone number, and in a matter of few minutes, one of their representatives called me using their customer care line 0722000000. I was required to answer several questions, and in a matter of just five minutes, my new sim card was operational.

How to Activate a New Safaricom Sim

Immediately following a successful Sim swap, one must activate their Mpesa on the new sim card using the following easy steps

  • Go to Safaricom Menu and select Mpesa
  • Select Activate or Wezesha
  • Enter your original/old pin as the start Key
  • Authenticate the pin by entering it again
  • Insert your genuine ID number (that which you used when you enrolled your old sim card)

After this step, you can check you Mpesa balance, and you will see that it has the same amount that you had placed in your account.


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