SIM swap fraud is a type of identity theft where fraudsters trick a mobile phone carrier into transferring the victim’s phone number to a SIM card they control on the same network (SIM Swap) or a different network (Port Fraud). Here’s how it typically works:

1. Gathering Information: Fraudsters collect personal information about the victim through phishing, social engineering, data breaches, or other means.
2. Contacting the Carrier: The fraudster contacts the victim’s mobile phone carrier, pretending to be the victim. They use the gathered personal information to convince the carrier to transfer the victim’s phone number to a new SIM card that the fraudster possesses.
3. Taking Control: Once the phone number is transferred, the fraudster can receive calls and text messages intended for the victim. This allows them to intercept two-factor authentication (2FA) codes sent via SMS, giving them access to the victim’s online accounts, such as banking, email, and social media.
4. Exploiting Access: The fraudster can then reset passwords and gain unauthorized access to the victim’s accounts, potentially leading to financial loss, identity theft, and other serious consequences.

Prevention Tips:

• Set up a PIN or password for your mobile carrier account.
• Be cautious of sharing personal information.
• Enable two-factor authentication that doesn’t rely on SMS, such as app-based authenticators.
• Monitor your accounts for suspicious activity.

SIM swap fraud is particularly dangerous because it allows fraudsters to bypass security measures that rely on SMS-based 2FA, making it crucial to stay vigilant and take steps to protect your mobile and online accounts.

At Viaero, we take subscriber identity module (SIM) swap fraud and port fraud seriously.

To protect customers’ account information and verify SIM change and number port-out requests, Viaero does the following:

1. Caller Verification:
   • Every caller requesting account information or changes is verified.
2. Account Information Release:
   • Account information is only released to the account owner or a fully authorized agent.
3. Port-Out Request Verification:
   • Account holders are contacted for port-out requests via their designated phone number or email.
   • Port requests with incorrect or insufficient information will not be processed.
   • Viaero will notify account holders when there is a failed port attempt.
   • Viaero will promptly investigate any report of a fraudulent port request.
   • Customers may request documentation from Viaero of fraudulent ports involving their accounts.
4. SIM Change Request Verification:
   1. Account holders are contacted for SIM change requests via their designated phone number or email.
   2. If unreachable by phone, an email notification will be sent to the account address.

Viaero is committed to protecting our customers’ accounts from fraud through these security measures.

You have the option to lock your Viaero account

• Account holders can ask Viaero to lock their accounts for free to prevent fraudulent SIM swap and port-out requests.
• Accounts can be unlocked at no charge upon the account holder’s request.
• Call 611 from your Viaero phone or 877-484-2376 from another phone.

Reporting Fraudulent Ports:

• Call 611 from your Viaero phone or 877-484-2376 from another phone.
• Email: customerrelations@viaero.com.
• Viaero will promptly investigate fraudulent port requests and may lock accounts proactively if we deem an account to be at high risk for fraud.
• Customers can request documentation of fraudulent ports involving their accounts.