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What to do if…
you lose access to your financial accounts because your phone number changed or SIM was swapped

Short answer

Treat this as a fraud-and-access emergency: contact your bank first to block risky activity and switch you off SMS verification, then contact your mobile network to regain control of your number and stop any further SIM swap/porting.

Do not do these things

  • Don’t keep retrying logins or password resets (it can trigger lockouts and may help an attacker learn what works).
  • Don’t act on calls/texts/emails from “your bank” or “your network” that contacted you first—hang up and use official contact details you find yourself.
  • Don’t rely on SMS codes while your number is unstable (assume texts/calls to that number may be intercepted).
  • Don’t move money “to safety” because someone told you to—only follow instructions you get after you’ve contacted your bank via an official route.
  • Don’t delete alerts or messages yet—you may need dates/times and reference numbers.

What to do now

  1. Switch to a safer setup before you call anyone. If possible, use a different phone (or a landline) and a trusted internet connection. Find your bank’s real contact details from your card, statement, or the bank’s official website/app.
  2. Call your bank/building society and ask them to secure access immediately. Say: “I’ve lost access due to a number change/SIM swap. Please secure my accounts now.” Ask what immediate blocks they can apply (for example: stopping new payees, blocking outbound transfers, pausing app/online changes) while they investigate.
  3. Ask to stop using SMS to prove it’s you (for now). Request an alternative verification route (for example: in-app approval, card reader, or an in-branch ID check). If you’re told “we can only text the old number,” ask to escalate to an account-takeover/fraud team and repeat: “That number may be compromised.”
  4. Contact your mobile network’s fraud/security team and report a suspected SIM swap/port-out. Ask them to: restore service to your SIM/account, undo any unauthorised changes, and add stronger account security (for example a dedicated account PIN/passphrase). Also ask specifically whether a PAC was requested/used and what they can do to prevent further number porting on your account.
  5. Once your number is back under your control, change the “reset points” first. From a trusted device, change passwords for: your email account(s), your mobile network account, and then your banking/finance logins. Use strong, unique passwords and sign out of other devices/sessions where the service offers it.
  6. Check for time-critical harm and report anything unauthorised immediately. Review recent transactions and any “new payee/new device/new address” alerts. If anything is unfamiliar, tell your bank straight away and follow their dispute/unauthorised-transaction process.
  7. Switch security away from SMS on your most important accounts. Where possible, use in-app approvals, an authenticator app, or passkeys instead of SMS codes.
  8. Report it via the UK’s official fraud reporting route (if money was taken or accounts were accessed). If you’re in England, Wales, or Northern Ireland, report to Report Fraud (online, or by phone on 0300 123 2040). If you’re in Scotland, report to Police Scotland (call 101 for non-emergencies).

What can wait

  • You don’t need to figure out exactly how it happened today—focus on stopping access and regaining control.
  • You don’t need to create a perfect timeline right now; just note roughly when your phone lost service and when you noticed banking issues.
  • You don’t need to close every account today unless your bank advises it—start with blocks, recovery, and password/security changes.
  • You don’t need to decide immediately whether to change your number again—stabilise and secure first.

Important reassurance

This is a common pattern of account takeover and it’s normal to feel panicked. Treating it as two linked problems—bank controls and phone number control—usually gets you back to a stable place fastest.

Scope note

These are first steps to stop further loss and regain access. Later steps (like longer-term identity protection or formal complaints) can come once you’re back in control.

Important note

This guide provides general first-step information and isn’t legal, financial, or cybersecurity advice. If you believe you’re in immediate danger or an emergency is happening now, call 999.

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