Lost or stolen e& SIM: the first hour, in the right order
Two different problems get merged here - the line, which someone else could now use to receive your one-time codes, and the physical SIM, which you need replaced. Do them in this order.
First hour: stop the line being used
Report the loss so the operator bars the number. A loss report can hold the line suspended for a fixed protection period while you arrange a replacement, which is what stops a stranger receiving your bank codes.
If the handset itself went with it, report the device for IMEI blacklisting using a police report number; that stops the phone working on UAE networks, not just on your account.
Then, from a device you trust, change passwords on every account that used that number for one-time codes: banks, card wallets, and the operator app itself.
Replacement SIM, same number
A replacement is an identity transaction. The registered owner's Emirates ID is what gets verified, whether you go to a branch or order through the app for delivery. If the line is registered to someone else - a parent, a former employer, a company - that person must authorise it, and in practice a signed authorisation plus their ID copy is what the counter asks for.
Secondary and family numbers on a contract are handled together with the primary line, so raise both in one request instead of queueing twice.
A replacement fee applies; the current amount is shown when you order the SIM, so do not plan around a figure from an old forum post. Same-day collection at a branch or mall kiosk is the fastest path when you need the line today; delivery suits people who cannot leave the office.
eSIM skips the queue
If the phone supports eSIM, request an eSIM profile for the same number and activate it from the QR code. No courier, no shop visit - which is also the fastest recovery route when you are abroad.
Damaged rather than lost
A damaged SIM does not need a loss report: identity proof plus the number, and the replacement inherits the plan on activation. Where a prepaid line carries a large credit balance, ask for the balance transfer to be printed on the receipt.
What to use, exactly
| Task | How |
|---|---|
| Bar the line / report the loss | the care line from any phone, or the loss-and-theft report in the app |
| Order a replacement (physical or eSIM) | e& UAE app > manage line, or a branch / mall kiosk |
| Bring | registered owner's Emirates ID; authorisation plus ID copy if the line is not in your name |
Keep these open next to each other
Say it in one message
Tell us the number type (prepaid, postpaid, business), what the device shows and what you already tried. If it is ours to chase, we will draft the request for you.
Send it on WhatsAppWhere to check it yourself
- The operator's own plan and support pages - the text your order form was written from
- The regulator's complaint portal - what to file, in what order, with which evidence
These pages belong to the operator and the regulator - open them side by side with your own bill or app before acting on anything here.
Verify this yourself in two minutes
- Prices and inclusions: the operator's own plan page for your emirate, then the same figure on the order form you signed.
- Your line state: the My du app - Account > Services shows suspension, bar, data cap and contract end.
- Faults in your area: My du app > Support > Outage status, or 155 from a du mobile (free).
- Anything regulatory (billing disputes, escalation): TDRA - your complaint must cite the ticket number du gave you, dated.
Confirm the current fee and the exact menu path in the operator app before you act on anything here.
If a number on this page and a number in your app disagree, the app wins - and we would like to know: WhatsApp us the screenshot and we correct the page.