What to do in case of loss or theft of your SIM card?
1 - Suspend your line
In case of the theft or loss of your mobile, immediately suspend your mobile line to protect it from misuse by a third party. Blocking the mobile makes it unusable.
Whatever the method you choose from the list below, your request is instantly saved and your line is suspended:
Online
Go to your client area on www.orange.lu
Identify yourself on your customer area with your Orange login and your associated password, then:
On the home page, click on "Block my SIM" and follow the procedure.
If in the meantime you have found your phone, you can reactivate your sim on your Customer Area by going to the home page, by clicking on the "More" button of the insert associated with your line and then clicking on the "Reactivate SIM card" link of the warning box displayed at the top of the page.
Contact your Orange customer service
Suspend your SIM card as soon as possible by calling your customer service (available from Monday to Friday from 8am to 8pm and Saturday from 8am to 5pm):
• with the free number 606 from the Orange network in Luxembourg
• with the free number 800 61 606 from any type of telephone in Luxembourg
• with the number +352 661 061 606 if you are abroad
In shop
Go to an Orange shop to renew your SIM card and acquire a new mobile if necessary.
2 - Change of sim card and keep your number with a new sim card.
In case of the theft or loss, you can order a new SIM and keep your number.
Connect to your Customer Area, choose "My subscriptions" then "My offer" and click on "Device and SIM info" then choose "Order SIM".
Ordering a new SIM card will be charged. The amount will be deduced from your credit. If you don't have any credit, wyou will not be able to order a new SIM Card. In this kind of situation, you can top up online or meet us in shop.
Once you will receive your new SIM card, connect to your Customer Area, choose "My subscriptions" then "My offer" and click on "Device and SIM info" then choose "Change SIM".
