What is SIM Custodia?

SIM Custodia is a SIM replacement service available at Indosat-authorized outlets. Through this service, customers can replace their SIM card while keeping the same mobile number, subject to the applicable terms and conditions.

SIM Replacement Services

The SIM Custodia service is available for customers who need to replace their SIM card due to the following reasons:

• Lost SIM Card: The SIM card is no longer in the customer's possession and needs to be replaced while retaining the same mobile number.
• Damaged SIM Card: The SIM card is physically damaged or no longer functions properly and needs to be replaced with a new SIM card.

How Can Customer Find an Outlet That Provides SIM Custodia?

Customers can obtain information about outlets that provide the SIM Custodia service through 3Care or by looking for the signs and promotional materials displayed at participating outlets.

FAQ

1. Who is eligible to replace a SIM card at an outlet?

Tri customers with an active mobile number who present their original national ID (KTP) and need a replacement due to a lost or damaged SIM card.

2. What documents are required?

The original national ID (KTP) that matches the registration details of the mobile number.

3. Is a police loss report required?

No. For a lost SIM card replacement, customers only need to present their original KTP and complete facial biometric verification.

4. Is there a fee for the SIM replacement service?

No. SIM replacement through authorized outlets is provided free of charge.

5. Why can't my number be processed?

Some common reasons include:

• The mobile number is inactive.
• The SIM card has already been replaced within the last two months.
• The registration details do not match the information on the customer's KTP.

6. Why is a facial photo required?

A facial photo is used for biometric verification to ensure the security of the service and confirm ownership of the mobile number.

7. Does Indosat store my photo?

The selfie photo is used solely for identity verification by matching the customer's data with Indonesia's Civil Registration Office (Dukcapil). The photo is not permitted to be stored on the device.