Phone Carrier 'SIM / Upgrade Support' Scam
A fake carrier 'support' rep offers an upgrade, credit, or SIM fix, then collects your account PIN and codes — often to take over your number (SIM swap).
Think a message like this reached you? You can check it right now.
What this scam is
Someone posing as your mobile carrier calls or texts about a special upgrade, a loyalty credit, or a required SIM update. They ask for your account PIN, the code they 'just sent,' or personal details to 'verify' you. With those, they can move your number to their SIM (a SIM swap), intercept your two-factor codes, and break into your bank and email. Carriers do not need your one-time codes to help you.
What it usually looks like
- An unsolicited 'carrier support' call or text about an upgrade or SIM.
- A request for your account PIN or a verification code.
- An offer of a credit or free upgrade to lower your guard.
- Urgency about a required SIM or plan change.
Common warning signs
- Anyone asking for your account PIN or a texted code.
- Unsolicited upgrade/credit offers from 'support.'
- Pressure to act to keep service.
- A callback number that is not your carrier's.
Example wording scammers use
“This is your carrier's loyalty team — you're eligible for a free upgrade. Confirm your account PIN and the code we texted.”
“A SIM update is required to keep your service. Verify the 6-digit code to proceed.”
These are illustrative examples written by ScamSplain, not real messages.
What the scammers want
- Your account PIN and one-time codes.
- To perform a SIM swap and steal your number.
- Access to accounts protected by SMS 2FA.
What to do
- Hang up and call your carrier using the number on your bill or their app.
- Never share your account PIN or one-time codes.
- Set a strong carrier account PIN and a port-freeze if offered.
- Prefer app-based 2FA over SMS.
What to do if you already responded
- Contact your carrier immediately to lock the account and check for SIM changes.
- Change passwords on bank/email accounts; watch for lost signal (a swap sign).
- Report at reportfraud.ftc.gov and ic3.gov.