Vodafone

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your Vodafone account can trigger:

• Text messages confirming account changes (PIN, password, SIM swap)
• Emails to the registered email address
• App notifications if they have the My Vodafone app installed
• Post for some account changes

If someone monitors your phone, email, or post, you may want to wait until you have a safe window.

Important: If someone else is the account holder (the person whose name the contract is in), they may receive notifications about changes and have greater control over the account. See the section on contract holder rights below.

What you’ll need

• Access to your phone (for security codes)
• Access to the My Vodafone app or your online account
• Your current account PIN (if you have one set)
• Photo ID if you need to visit a store
• Approximately 20-30 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone isn’t being monitored (look for unfamiliar apps)
• Noting down important numbers stored on your SIM before making changes

Quick Contacts

What to say: You don’t have to explain your full situation. You can simply say:

“I need to make sure only I have access to my account and check my security settings.”

If you want to share more, you can say:

“I’m in a difficult situation and need to make sure my account is completely private. Can you help me review my security?”

Ask to speak with a manager or specialist team if you feel you need additional support.

Check Who Has Access

My Vodafone account logins

The My Vodafone app and website allow you to manage your account. Someone who has your login details can see:

• Your call and text history (itemised billing)
• Your current location (if location services are enabled)
• Your usage and remaining allowances
• Your personal details and address
• Your payment information

To check and secure your login:

1. Open the My Vodafone app or go to vodafone.co.uk
2. Go to My Account or Profile
3. Check the registered email address - change it if someone else can access that email
4. Change your password to something only you know

Additional account users

If you have a multi-line account (Vodafone Family or business account), other people may be authorised users:

1. Log in to My Vodafone
2. Look for Manage users or Account users
3. Review who has access
4. Remove any users who shouldn’t have access

Note: The primary account holder can see billing for all lines on the account. If you’re not the primary account holder, see the section on “Starting Fresh” for options.

Authorised contacts

You may have previously added someone as an authorised contact who can make changes on your behalf:

1. Call Vodafone on 191 (free from Vodafone) or 03333 040 191
2. Ask: “Can you check if there are any authorised contacts on my account?”
3. Request removal of anyone who shouldn’t have access

Third-party account access

Some services may have been granted access to your Vodafone account:

1. Log in to My Vodafone
2. Go to Settings or Privacy
3. Look for Connected services or Third-party access
4. Remove any you don’t recognise

Remove Unwanted Access

Change your My Vodafone password

1. Open the My Vodafone app or website
2. Go to Profile or Account settings
3. Select Change password or Security
4. Enter a new password that:
   • Is at least 8 characters
   • Includes numbers and letters
   • Isn’t something someone could guess (avoid birthdays, pet names)
5. Don’t use a password you’ve used elsewhere

Change your account PIN

Your account PIN is used when calling Vodafone or making changes in store:

1. Log in to My Vodafone
2. Go to Profile → Security or Account settings
3. Select Change PIN or Account PIN
4. Enter a new 4-digit PIN
5. Avoid obvious numbers (1234, birth year, etc.)

Alternatively:

1. Call 191 from your Vodafone phone
2. Follow the automated prompts to change your PIN
3. Or ask an advisor to help you change it

Update security questions

If you have security questions set up:

1. Log in to My Vodafone
2. Go to Security settings
3. Change your security questions and answers
4. Choose answers that aren’t easy for someone who knows you to guess

Tip: You don’t have to answer security questions truthfully. “What was your first pet’s name?” could be answered with a random word only you would remember.

Remove authorised contacts

1. Call Vodafone on 191
2. Say: “I’d like to remove all authorised contacts from my account”
3. Verify your identity with your account PIN
4. Confirm the removal

Lock Down Your Account

Set up or strengthen your account PIN

If you don’t already have an account PIN:

1. Call 191 or visit a Vodafone store
2. Request to set up a 4-digit account PIN
3. This PIN will be required for any account changes

Enable extra security for SIM swaps

SIM swapping (getting a new SIM with your number) is a common way to take control of someone’s phone number. To add extra protection:

1. Call 191 and ask: “Can you add extra security to my account to prevent unauthorised SIM swaps?”
2. Ask about adding a note to your account requiring extra verification for any SIM changes
3. Request that SIM swaps require in-store ID verification

Secure the My Vodafone app

1. Open the My Vodafone app
2. Go to Settings → Security
3. Enable Biometric login (Face ID/Touch ID/Fingerprint)
4. This means someone can’t open the app even if they have your phone

Check call forwarding and diverts

Someone may have set up call forwarding to monitor your calls. To check:

To check via your phone:

• Dial *#21# and press call - this shows if calls are being diverted
• Dial *#62# - shows where calls go when your phone is unreachable
• Dial *#67# - shows where calls go when you’re on another call

To remove all diverts:

• Dial ##002# and press call - this cancels all call diversions

Or check in My Vodafone:

1. Log in to My Vodafone
2. Look for Call settings or Manage services
3. Check Call divert or Call forwarding settings
4. Remove any forwarding you didn’t set up

Check voicemail settings

Someone may access your voicemail remotely if they know your PIN:

1. Call your voicemail by dialling 121 from your Vodafone phone
2. Listen to the options menu
3. Find the option to change your voicemail PIN (usually in settings)
4. Change it to a new 4-digit PIN only you know
5. Avoid obvious numbers like 1234 or your birth year

To check if remote access is enabled:

• Remote access allows someone to check your voicemail from another phone
• If you don’t need this, ask Vodafone to disable it

Review contact preferences

Make sure notifications go only to you:

1. Log in to My Vodafone
2. Go to Profile or Account settings
3. Update your email address to one only you can access
4. Update your contact number if needed
5. Consider switching to paperless billing to stop post

Itemised Billing

Itemised bills show who you’ve called and texted. If someone has access to your account or receives your bills, they can see this information.

Who can see your itemised bill

• Anyone logged into My Vodafone for your account
• The account holder (for all lines on the account)
• Anyone who receives your paper bills

How to check your billing settings

1. Log in to My Vodafone
2. Go to Bills or Billing
3. Check if itemised billing is enabled
4. Review who receives bills (email address, postal address)

Options to consider

• Switch to paperless billing to stop bills arriving by post
• Change the email for billing to one only you access
• Consider a new account if the current account holder isn’t safe (see “Starting Fresh”)

Get Confidential Support

Ask for vulnerability support

Vodafone has teams trained to support customers in vulnerable situations. You can ask for extra help:

1. Call 191 or use live chat
2. Say: “I’d like to speak to someone about vulnerability support” or “I’m in a difficult situation and need extra help with my account”
3. Ask to have a note added to your account about your situation
4. Request that any calls back are made at a safe time

Request discreet contact

You can ask Vodafone to:

• Only contact you at certain times
• Only contact you by a specific method (e.g., email only, not phone)
• Add a codeword to your account that you’ll use to identify yourself
• Not discuss account details with anyone else, even if they pass security

In-store support

Vodafone stores can provide:

• A private area to discuss your account
• Help from trained staff
• ID verification for security changes
• SIM replacements with proper verification

What to bring:

• Photo ID (passport or driving licence)
• A recent utility bill or bank statement if you’re changing address details

If You’re Locked Out

Forgotten your My Vodafone password

1. Go to the My Vodafone login page
2. Tap Forgotten password?
3. Enter your registered email or phone number
4. Follow the reset link sent to your email
5. Create a new password

If you can’t access your email:

1. Call 191 from your Vodafone phone
2. Explain you need to update your registered email
3. Verify your identity with your account PIN
4. Update your email and then reset your password

Forgotten your account PIN

1. Call 191 from your Vodafone phone
2. Say you’ve forgotten your PIN
3. You may need to verify your identity another way (date of birth, address, last payment amount)
4. Request a PIN reset
5. You may need to visit a store with ID

Lost access to your phone

1. Call 03333 040 191 from any phone
2. Verify your identity
3. Request your SIM be blocked if needed
4. Arrange a replacement SIM

Someone else changed your account details

If someone has taken control of your account:

1. Call 03333 040 191 immediately
2. Explain the situation
3. Ask to freeze the account to prevent further changes
4. Visit a Vodafone store with ID to verify your identity and regain control

Starting Fresh

Sometimes it’s safer to start with a new number or account rather than securing an old one.

Getting a new SIM with a new number

If you want to keep your current account:

1. Call 191 or visit a Vodafone store
2. Request an additional SIM with a new number
3. This may involve additional cost depending on your plan

If you want a completely fresh start:

1. Visit any mobile phone shop
2. Get a new pay-as-you-go SIM on any network
3. Use an email and address only you can access
4. Don’t port your old number (this could alert the other person)

Porting your number (caution)

Porting moves your existing number to a new provider. Consider:

• This sends notifications - the old provider will know you’ve requested a PAC code
• The account holder receives notification - if that’s not you, they’ll know
• May not be safe if you need to keep your plans private

If porting is safe for you:

1. Text PAC to 65075 to get your PAC code
2. Give this code to your new provider
3. The switch happens within 1 working day

If you’re not the account holder

If the contract is in someone else’s name, your options include:

• Ask to be released from the contract - Contact Vodafone to explain your situation
• Get your own account - Start fresh with a new number and contract in your name
• Pay-as-you-go - No contract, no bills to an address, more privacy

Tips for a private new account

• Use an email address only you have access to
• Go paperless immediately (no post to your address)
• Set a strong account PIN from day one
• Consider using a different address if safe (a trusted friend or family member)
• Do not add anyone as an authorised contact
• Use a password you haven’t used elsewhere

Contract Holder vs Account User Rights

Understanding who controls what on a Vodafone account:

If you are the account holder (contract in your name)

You have full control:

• You can see all billing and usage
• You can add or remove users
• You can make any account changes
• Bills come to your email/address

If someone else is the account holder

They can:

• See your call and text history
• See your data usage
• Potentially track your location
• Change account settings
• Receive notification of changes you make

Your options:

• Ask Vodafone about removing your line from their account
• Get your own separate account
• Consider if staying on their account is safe for you

Vodafone Family and Multi-Line Accounts

If you’re part of a Vodafone Family or multi-line account:

What the account owner can see

• Usage for all lines on the account
• Location of devices (if family locator is enabled)
• Spending and data usage
• Call and text history for all lines

How to check if location sharing is enabled

1. Log in to My Vodafone
2. Look for Family or Family settings
3. Check if Location sharing is enabled
4. Turn it off for your line if you can

Note: The account owner may receive a notification if you change these settings.

Leaving a family account

1. Contact Vodafone and explain you need your own separate account
2. This may involve:
   • Early termination fees (ask if they can be waived due to your circumstances)
   • Getting a new number
   • A new credit check for your own contract

Red Flags That Suggest Compromise

Watch for these warning signs:

• Unexpected SIM swap - Your phone suddenly has no signal and calls go to voicemail
• Password reset emails you didn’t request
• Texts about account changes you didn’t make
• Someone knowing who you’ve called when you haven’t told them
• Your phone showing “No SIM” when you haven’t removed the SIM
• Calls going to voicemail that should ring your phone
• Unfamiliar apps on your phone, especially ones that mention “monitoring” or “family safety”
• Battery draining faster than usual (could indicate spyware)
• Data usage higher than normal without explanation

If you notice any of these:

1. Call Vodafone immediately on 03333 040 191 (from another phone if needed)
2. Report suspected fraud or account takeover
3. Ask them to freeze your account
4. Visit a store with ID to regain control

Additional Support

If you are in immediate danger

• Emergency services: 999
• Police non-emergency: 101

Vodafone support

• General enquiries: 191 (free from Vodafone) or 03333 040 191
• Accessibility support: 0800 001 150 (free)
• Store finder: vodafone.co.uk/store-finder
• Live chat: Available through My Vodafone app and website

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Refuge Tech Safety: refugetechsafety.org (technology-specific abuse support)
• Women’s Aid: womensaid.org.uk
• Men’s Advice Line: 0808 801 0327 (for men experiencing domestic abuse)
• Galop: 0800 999 5428 (for LGBT+ people experiencing domestic abuse)

Last verified: December 2025

If anything on this page is out of date, please contact us.