A stolen phone, a SIM that lapsed after months without airtime, or a number that belonged to a friend: any of these can cut you off from the codes SASSA sends. You are not stuck. The old SIM was only ever a way to prove who you are, and SASSA has other ways to check that.
What the OTP was protecting
Each one-time PIN tells SASSA that the person at the keyboard holds the phone on record. That stops a stranger who knows your ID number from redirecting your grant messages. When the phone is gone, SASSA needs a different proof, and it uses two: your SRD application ID (AppID) together with your ID number, and a facial-recognition match against your Home Affairs photo. SASSA’s 2026 grant booklet states that anyone changing their cellphone number must undergo facial recognition.
Option 1: get the old number back from your network
If the number was registered in your own name, your network’s store can usually move it to a new SIM card, a so-called SIM swap. Take your ID. Once the old number works again, the normal SASSA codes reach you and you may not need to change anything at SASSA at all. This is a network service, not a SASSA one, so ask the network about any cost.
A SIM swap is not possible if the number was RICA-registered to someone else or has been reissued to a new customer. In that case, move on to option 2.
Option 2: SASSA’s own route for a lost number
The SRD contact-update function does not send anything to the old number. It checks your ID number and AppID, then sends its PIN to the new number. So if you still have your AppID, you can use the ordinary online update; our step-by-step guide for the SRD site shows the screens. Expect a facial-recognition link on the new phone afterwards. SASSA has said these links must be completed within 72 hours.
When the AppID went with the phone
Without the AppID the website has nothing to check you against. Ring 0800 60 10 11 on a weekday between eight and four, keep your ID number in front of you, and tell the agent that both the number and the AppID are gone. You can also email SRD@sassa.gov.za. If neither gets you anywhere, go to an office.
Option 3: let a SASSA office verify you in person
Staff can confirm your identity face to face. SASSA says its offices are equipped with kiosks, laptops and guest Wi-Fi for online verification. Bring your identity document and the handset holding your new SIM. This is also the best route for older persons, disability and child grants, where the SRD website does not apply.
If the selfie check fails
Failures often come from Home Affairs system downtime or an old photo on file, which is common with green ID books. Try again in daylight without glasses, request a new link, or ask an office to help. Our page on fixing a failed biometric verification goes through each cause.
Never pay anyone who offers to “reset” your SASSA number, and never share a PIN with them; SASSA does this free of charge. If you have an SRD month waiting to be paid, read what a number change means for pending SRD payments.