SIM swap: the first hour

Checklist items

1. Suspend SMS and voice codes and SMS-based recovery for the account.
2. Revoke active sessions and recently added devices.
3. Hold outbound payments and new payees pending verification.
4. Freeze changes to the email address and phone number on file.
5. Contact the customer through a channel that isn’t the phone number, such as the app on a registered device.
6. Ask the customer to contact their carrier, reclaim the number and turn on an account lock or port-out PIN.
7. Record the time of the SIM change, if known, to set the exposure window.

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