What to Do After Changing SIM, Phone, or Carrier (Android)

Traceback Team
3 min read

Traceback relies on your call forwarding settings and your phone number to identify unknown callers. When you change your SIM, your phone, or your carrier, those settings can be lost or reset. This guide walks you through what to do in each case.

If You Changed Your SIM (New Phone Number)

Action required: Contact our Customer Support team.

If you changed your SIM and now have a new phone number, your Traceback subscription is still tied to your old number. To keep using Traceback, our Customer Support team will need to transfer your active subscription from your old number to your new one.

Please reach out to Customer Support with the following information:

Your old phone number (the one tied to your Traceback subscription).

Your new phone number.

The email address associated with your Traceback account.

Once your subscription has been transferred, you can re-enable call forwarding on your new number using the Traceback app.

If You Changed Your Android Phone (Same Phone Number)

Action required: Re-enable call forwarding and test it.

If you switched to a new Android phone but kept the same phone number, your Traceback subscription is still active. However, call forwarding does not transfer to a new device, so you will need to enable it again on your new phone.

  • Download the Traceback app from the Google Play Store and sign in with your existing account.
  • Grant the permissions the app requests (Phone, Contacts, and Notifications). These are required for Traceback to identify incoming calls.
  • Go to Settings inside the Traceback app and tap Restart Service to enable call forwarding.
  • Test that Traceback is working by asking a friend or family member (whose number is not saved in your contacts) to call you. If Traceback identifies the call, you are all set.

If Traceback does not identify the test call, please contact Customer Support.

If You Changed Your Carrier (Same Phone Number)

Action required: Re-enable call forwarding and test it.

If you switched to a new carrier but kept the same phone number, your Traceback subscription is still active. Call forwarding settings are stored at the carrier level, so changing carriers resets them. You will need to enable call forwarding again.

  • Open the Traceback app on your Android phone.
  • Go to Settings and tap Restart Service to re-enable call forwarding.
  • Test that Traceback is working by asking a friend or family member (whose number is not saved in your contacts) to call you. If Traceback identifies the call, you are all set.

If Traceback does not identify the test call, please contact Customer Support so we can check whether your new carrier supports our service.

Quick Summary

Changed SIM (new number): Contact Customer Support to transfer your subscription.

Changed phone (same number): Re-enable call forwarding in the Traceback app and run a test call.

Changed carrier (same number): Re-enable call forwarding in the Traceback app and run a test call.

Need Help?

Our Customer Support team is here to help you get Traceback working again on your new SIM, phone, or carrier.

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