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Verified 13 September 2026

Replacing a Safaricom SIM, and moving to eSIM

By Michael Mwangi · Safaricom services hub · paybillke is an independent guide and is not affiliated with Safaricom services.

For a lost or damaged SIM, visit any Safaricom shop or dealer with your original ID, or dial *100*2# and choose Recreate Old SIM. A fee of around KES 100 may apply. For eSIM, request it in the mySafaricom app: prepay lines pay a KES 150 swap fee, postpay is free.

Why SIM swap is deliberately awkward

The friction is the feature. Your number is the key to your M-PESA, your bank OTPs and your account recoveries, so a process that let anyone replace your SIM easily would be a catastrophe. That is why it wants your original ID and security questions, and why you should be suspicious of anyone offering to shortcut it, including someone claiming to be from Safaricom.

Replacing a physical SIM

  1. Go to a Safaricom shop or an authorised dealer with your original ID, not a copy or a photo.
  2. Or dial *100*2# and choose Recreate Old SIM. *456# also carries the option.
  3. You will need the new SIM serial and to pass security questions.
  4. A fee of about KES 100 may apply.

Moving to eSIM

  1. Open the mySafaricom app and request eSIM.
  2. Confirm your details and your device IMEI/EID.
  3. Prepay lines pay a KES 150 swap fee. Postpay is free.
  4. Scan the QR code to install the profile.

Moving an eSIM to a new phone, in the right order

This is the step that traps people. Delete the eSIM profile on the old device while it is still online, and only then scan the QR on the new one. Wiping or selling the old phone first, or deleting the profile while offline, can leave the profile stranded and needing a support call. Do it in that order and it is painless.

Foreign documents go in person

SIM registration needs a Kenyan ID or passport. If you are registering on a foreign document, that is handled at a Safaricom shop rather than through self-service, so plan for a visit.

About this page

paybillke is an independent payments directory and is not Safaricom or M-PESA. Checked 13 September 2026 against Safaricom’s published service pages. Safaricom will never ask for your M-PESA PIN or a one-time password: report anyone who does to 100, and forward suspicious messages to 333.

Frequently asked

How do I replace a lost Safaricom SIM?

Visit a shop or dealer with your original ID, or dial *100*2# and choose Recreate Old SIM. A fee of about KES 100 may apply.

How much does a Safaricom eSIM cost?

Prepay lines pay a KES 150 swap fee. Postpay is free.

How do I move my eSIM to a new phone?

Delete the eSIM profile on the old device while it is still online, then scan the QR code on the new one. That order matters.

Can I do a SIM swap without ID?

No, and you should be suspicious of anyone offering to. The friction protects your M-PESA and your OTPs.

Can I register a line on a foreign passport?

Yes, but it is handled at a Safaricom shop rather than through self-service.