General questions

If your SIM card has been lost/stolen or damaged, you can receive a replacement card with the same mobile number and account balance. Your steps:

1) Call to the Customer Call Center by tel.:

111 (toll-free from ÌÒS mobiles,  24 hours a day, 7 days a week)

or

8 044 240 0000 (on paid basis from fixed-line and mobile phones as per applicable rates,  24 hours a day, 7 days a week)

or

file an application on the site and a CCC operator will contact you to block your number and replace your SIM card.

2) Register an application for blocking the number and replacement of a SIM card.

In order to block the lost phone number, provide a CCC operator the following information:

• mobile phone number;
• ariff plan;
• date and amount of your last top up transaction;
• 5 phone numbers you have called recently;
• balance on your account.

If a need be, an operator may ask extra questions relating to your number operation.

In order to register an application for SIM card replacement, tell an operator:

• contact phone number,
• full name and passport details of a recipient of a replacement card.

If you are a participant of ÌÒS Registration program, it is enough to tell an operator your phone number and passport details indicated at the time of registration.

3) Visit the nearest ÌÒS retail outlet or ÌÒS dealer’s store to get a new SIM card.

Addresses are available at the site (section Service and Support) or from CCC operators.

Please, have your passport on you.

The price of this service for ÌÒS Prepaid users is UAH 10 or 200 bonuses, for JEANS users – UAH 10 or 10,000 flashes.

You may get a replacement SIM card within 30 days upon application submission to CCC. Approximate time of your number activation upon SIM card replacement is 24 hours.

Attention! In order to easily restore your phone book and valuable information stored in your phone set in the event of loss or theft of your number, we offer you to make use of “ÌÒS Synchronization” service beforehand.

ÌÒS offers a free guarantee replacement of a SIM card within three months from the date when a starting package is sold, but no more than three times.

A SIM card may be replaced at an MTS retail outlet upon technical testing and presentation of a sales receipt for the starting package.

ÌÒS shall cancel warranty liabilities to a product owner, and the product shall be not subject to warranty maintenance, if:

• SIM card has been blocked upon 10 wrong PUK code entries;
• If the traces of moisture (liquid), or damage (cracks, cuts, greasing, etc.) are found that could be caused by: mechanical tension, high or low temperatures, shocks, breakage, fall, etc.;
• The product has worn in the process of operation;
• The product has been maintained by an entity or person not authorized by MTS;
• The damage is caused by electrical voltage exceeding the manufacturer standards, or by improper or careless handling of the product.

• What is your tariff plan;
• When your starting package was activated;
• Date and amount of your last top up transaction;
• Phone numbers (3-5), which you called or send SMS messages most frequently
• Whether you have replaced your tariff plan and if yes, when;
• When did you make the last call;
• Balance on your account.