Device fraud prevention

An unauthorized port out, also known as a "port-out scam" or "mobile number hijacking," happens when someone fraudulently transfers a mobile phone number to a different carrier without the owner's consent.

Fraudsters often obtain personal information through phishing attacks or by purchasing compromised account credentials, then use this information to initiate a port out request. Once the phone number is ported out, the fraudster can intercept calls, text messages, and verification codes, potentially gaining access to the customer’s financial accounts, social media, and other online services.

An unauthorized SIM swap occurs when a fraudster tricks your mobile carrier into transferring your phone number to a new SIM card without your permission. This is often done to gain access to sensitive information, such as two-factor authentication codes sent to your phone, or to impersonate you for fraudulent activities.

An unauthorized SIM swap occurs when a fraudster tricks your mobile carrier into transferring your phone number to their SIM card. They gather personal information through social engineering or data breaches, then contact the carrier, posing as you, to request the swap. Once successful, the fraudster controls your phone number, allowing them to intercept sensitive data and access your accounts. This can lead to identity theft, financial loss, or other fraud.

At no cost to you, Lively will lock your phone number to prevent any unauthorized port out requests and/or SIM swap. Simply contact our Customer Service department at 800-733-6632. Only the authorized account contacts can enable or disable lock on a line of service.

Once a lock request is processed, you will receive a notification via text message that the feature is turned on and active. Any requests to transfer your phone number to another carrier or swap your eSIM will be denied until the lock is removed. This added security measure helps protect your account from unauthorized changes and potential fraud.

When you would like to unlock your line of service, simply contact us at 800-733-6632 and request that the lock be disabled. Only the authorized account contacts can enable or disable lock on a line of service. Once the lock is disabled, your phone number will be eligible for transfer to another carrier or change your eSIM.

If you believe that you phone number has been fraudulently ported out or your SIM fraudulently swapped, please contact our Customer Care Department immediately at 800-733-6632.

Please be prepared to provide the below information so that we can investigate your complaint.

• Name
• Account number
• Contact information (email or phone number)
• Device MDN/Serial number
• Estimated date of incident
• Description of incident