angola90 Thank you for contacting the giffgaff Community.
To report that you have Lost your Phone/SIM Card or that it's been Stolen goto: https://giffgaff.com/support/lost, if you want to bar your Phone and SIM Card.
You can request to have a Replacement SIM with your Number on sent out to you as part of this reporting process! The reported SIM will be barred and your giffgaff account will be suspended. A replacement SIM will be sent out to you so that you can get up and running again. When the replacement SIM arrives, just activate the replacement as per the enclosed instructions on the pack to get your number / account working again. No other SIM will work, so you cannot choose to do a SIM Swap if you Report it Lost and request a Replacement SIM!. Further details on just Swapping SIMs detailed below as this is often the easiest method to get up and running again quickly with a different phone and keeping your existing Account and Number!
If you find your phone again, you will need to contact an agent to get it unblocked. https://support2.giffgaff.com/app/ask/My-account/Place-or-remove-an-IMEI-bar/form/
However, rather than wait for the replacement SIM to arrive by post you could do a SIM Swap straight away if you have any other giffgaff SIMs lying around (or can get your hands on one quickly) which hasn't been already activated. This is faster than requesting a Replacement SIM by post and will get you back up and running faster. You can also pickup a giffgaff SIM for about £1 from a number of High Street Stores like Poundland, Poundstretcher, B&M Stores, Tesco and other Stores.
There can be a delay when you do the SIM swap, so do it during a non-important time! It should be done and fully Activated again that day though, please remember SIM Swaps cannot be done between the hours of 9.30pm and 4.30am. Please be patient the SIM swap usually is completed in 30 minutes however, during busier periods it can take up to 24 hours to fully complete. It's a good idea you turn your mobile device off and on periodically to see if that helps.
If the SIM swap has not completed after 24 hours then you ask a giffgaff agent to investigate further. A giffgaff agent can be contacted simply by following this link https://support2.giffgaff.com/app/ask/SIM-and-number/Performing-a-SIM-Swap/form/.
Please note it can take up to 24 hours for a giffgaff agent to reply to your question.
PROCEDURE TO CARRY OUT A SIM SWAP
Back-up any contacts, texts and other data saved on your current SIM to your phone memory or PC, as this cannot be transferred through SIM Swap.
Once your new SIM is with you Login to your account https://giffgaff.com/dashboard and then go to this page: https://giffgaff.com/profile/details#simswap
Enter the 6 digit activation code on your new SIM card and click "Activate your SIM".
This is where SIM Swap starts. You'll be told that you are about to carry out a SIM swap. You can make sure that the new SSN codes match the new SIM (it is the code on the back of the sim card). All good? Then, press "Yes, I want to replace my SIM"
You will then be asked if you are sure you want to do a sim swap. Click "Yes I'm sure" to complete the process.
Once you have pressed "Yes I'm sure", you will be taken back to My giffgaff where your dashboard will read "We're activating your SIM".
Once the SIM is fully activated your phone number, goodybag and airtime credit will show.