How to Replace Safaricom Line Without Original Pin

You may want to replace your Safaricom line if has gotten lost, stolen or when you're upgrading it to a 4G SIM card.

If you have the old SIM card with you, replacing the SIM card can be easily done on your own by swapping it with a replacement line bought from an M-PESA shop.

One is however required to provide the SIM's PIN during the swapping process. This may not be possible as it's very likely you have long forgotten the SIM Pin and don't have with you the SIM Card holder which has these PIN/PUK details printed.

Nevertheless, you can still replace your SIM by contacting Safaricom customer care and providing details that will confirm you're the owner of that line.



Step 1: Buy a Replacement SIM


Before you can contact the customer care, first go to an M-PESA agent near you and buy a Safaricom replacement SIM Card. The card will cost you between KSh.50 or KSh.100 depending on where you purchase it.

After buying it, record the line's serial number that's printed on the back side of the SIM Card holder.


Step 2: Contact Safaricom Customer Care

You can reach Safaricom customer care either through calling or via their social media handles.

By Calling

For calling, just dial 100 or 234 on your old line or another Safaricom line and follow the steps to talk with a representative.

In case you don't have a Safaricom line to make the above call with, you can reach customer care using other networks (Airtel Kenya, Telkom etc.) by calling 0722 002100. Normal call rates will however apply in this case


Via Twitter
Go to the Safaricom Care Twitter page and send them a direct message.


Step 3: Confirm Ownership of the Line to be Replaced

Once you get hold of a customer care agent, explain to them you want to replace your SIM card but cannot remember your PIN.

The agent will then ask you to provide the following details to confirm your identity and ownership of the old/lost line:
  • Full Names
  • ID Number
  • The last amount topped up (either directly or via M-PESA)
  • M-PESA Balance
  • Your most recent M-PESA transaction from your end e.g. amount sent and to who (transactions for receiving may not be accepted)

If you pass all the above questions, the agent will the ask you to provide the serial number of the new SIM Card.

After doing this you'll be instructed to restart your phone and wait until the old SIM loses network its network before inserting the new SIM. On the other hand, if your SIM card is lost you only have to wait until the new SIM gets the network.

This could take anything from a few minutes to a few hours to complete. So be patient.



Step 4: Activate M-PESA on New Line

Once the old SIM has lost its network, insert the new SIM into your device and enter the PIN printed in the SIM card holder when prompted to.

First you may want to confirm the new SIM is using your old Safaricom number. After doing that, you can activate your M-PESA account by doing the following:

1. Open the SIM Menu/Toolkit and select M-PESA then Activate or Wezesha.

2. Enter the M-PESA Pin you were using with the old line as the start key.

3. Next enter your new PIN and confirm it. Note if you wish to continue using the old pin just re-enter it in this step.

4. Finally enter your ID number or your date of birth in the format DDMMYYYY (e.g. 1st December 1975 becomes 01121975).

Your M-PESA account should be reactivated after some few minutes or hours. Meanwhile you'll receive an SMS from M-PESA confirming your balance and your M-Pesa Secret Word.


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