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us Money & financial emergencies sim swap • sim swapping scam • sim swap fraud • port out fraud • phone number hijacked • phone number changed • locked out of bank account • online banking access lost • sms codes not arriving • text message verification problem • two factor authentication sms • mobile carrier account takeover • password reset intercepted • unauthorized bank transfers • payment app locked out • identity theft report • credit freeze • fraud alert • ic3 report • bank fraud department call

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

Short answer

Call your bank’s fraud department first to block transfers and stop SMS-based verification, then call your wireless carrier to reverse the SIM swap/port-out and secure your wireless account.

Do not do these things

  • Don’t keep attempting logins and password resets (it can lock you out longer and may help an attacker).
  • Don’t trust incoming calls/texts claiming to be your bank or carrier—hang up and call back using an official number you find yourself.
  • Don’t approve any codes/prompts you didn’t initiate (texts, authenticator prompts, email confirmations).
  • Don’t assume your phone number is “proof it’s you” until your carrier confirms your account is secured.
  • Don’t delay calling the bank because you’re trying to fix the phone first—stopping money movement is usually most time-critical.

What to do now

  1. Contact your bank immediately using an official route. Call the number on the back of your card, use the bank’s official app (secure messages), or their official website. Say: “I’m locked out due to a number change/SIM swap—please secure my account immediately.”
  2. Ask the bank what immediate blocks/holds they can place. Request that they pause or restrict outgoing transfers and changes (for example: new payees, external transfers, wire/ACH, and peer-to-peer payments such as Zelle if your bank uses it). Ask them to review recent activity and flag the account for suspected takeover.
  3. Ask to remove reliance on SMS verification while your number is compromised. Request an alternative identity check (in-app verification, email-based recovery where appropriate, or in-branch ID check).
  4. Secure any payment apps tied to your phone number. If you use payment apps, contact their support or log in from a trusted device to lock transfers, change your password, and remove/replace the phone number if the app allows it.
  5. Call your wireless carrier’s fraud/security team. Tell them you suspect SIM swap or port-out fraud. Ask them to restore your number, reverse unauthorized changes, and add stronger protections (for example: a carrier account PIN/passcode and any “port-out” or “transfer” lock they offer).
  6. Lock down the accounts that can reset everything else. From a trusted device, change passwords on your email account(s), your wireless carrier account, and then your banking/finance accounts. Use strong unique passwords and use “sign out of all devices” where available.
  7. Switch away from SMS-based 2FA on critical accounts. Use an authenticator app, passkeys, hardware key, or in-app approvals so a stolen phone number can’t be used to get back in.
  8. Report identity theft/fraud if your information or accounts were misused. Make a report at IdentityTheft.gov (FTC) and, for online-enabled financial fraud, consider reporting to the FBI’s IC3 (ic3.gov).
  9. If you think new accounts/credit could be opened in your name, place protections with credit bureaus. Consider a fraud alert or credit freeze with the three major credit bureaus: Equifax, Experian, and TransUnion.

What can wait

  • You don’t need to figure out exactly how it happened today—focus on restoring control and stopping further access.
  • You don’t need to contact every institution at once; start with the accounts that can move money or reset other logins (bank, email, carrier).
  • You don’t need to replace your phone immediately unless your carrier/bank indicates the device itself is compromised.
  • You don’t need to decide right now whether to change your phone number again—secure and stabilize first.

Important reassurance

People often feel embarrassed or frantic about this, but SIM swap and port-out fraud are common and banks/carriers have established processes for it. Taking these steps quickly can stop ongoing loss and usually gets you back into your accounts.

Scope note

These are first steps to regain control and reduce immediate harm. After access is restored, you may need follow-up work (disputes, updated security settings, and longer-term monitoring).

Important note

This guide is general information for urgent first steps and isn’t legal, financial, or cybersecurity advice. If you believe a crime is in progress or you’re in immediate danger, call 911.

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