HABARI DAILY I Kampala, Uganda I Fear that a hoax is in the works has gripped some Lyca Mobile Uganda subscribers after the telecommunications company directed customers whose SIM cards were registered before June 5, 2026, to repeat the registration process or risk disruption of their services.
The directive has triggered confusion and anxiety among subscribers, with some questioning why they must undergo another Know Your Customer (KYC) exercise after previously submitting their personal identification documents to obtain the SIM cards.
The concerns follow a series of text messages sent by Lyca Mobile this week, informing customers that their SIM registration details do not match the company’s verification records.
One of the messages shared by an affected subscriber reads: “There is a mismatch with ur KYC details. Visit nearest Lyca retailer/service center with ur National ID, Passport and redo KYC for all your numbers.”
The company has instructed affected subscribers to visit authorised retailers or service centres with their original national identity cards or foreign national registration documents to complete the verification exercise.
Customers who have registered several telephone numbers have also been directed to update the registration details of each affected SIM card individually.
Although Lyca Mobile has urged subscribers to act quickly to avoid possible service interruptions, it has not provided a specific deadline for completing the exercise.
Why Lyca Wants Customers to Register Again
The telecommunications company says the re-registration exercise is necessary because some SIM card registration details do not match the verification records required by the operator.
However, Lyca Mobile has been careful to clarify that receiving a mismatch notification does not necessarily mean that the subscriber provided false or incorrect information during the initial registration.
“Some of the SIM registration details do not match the required verification records. It does not necessarily mean that you provided incorrect information during registration,” the company explained.
The clarification appears intended to address concerns among subscribers who believe they complied with all the registration requirements when acquiring their SIM cards.
However, the company has not explained what specifically caused the discrepancies, whether they resulted from technical errors, inconsistencies in personal information or problems arising during the verification of customer records.
It has also not explained why the exercise specifically targets SIM cards registered before June 5, 2026, leaving subscribers seeking further clarification about the basis for the cutoff date.
The absence of a detailed explanation has contributed to suspicions among some customers, who are questioning the authenticity and necessity of the messages.
Customers Complain About Repeated Registration
The directive has generated complaints from subscribers who say they have already undergone the KYC process and cannot understand why they are being asked to repeat it.
Some customers have also questioned the frequency of the reminders, with others claiming that they continued receiving notifications even after completing the re-registration exercise.
In response to one such complaint, Lyca Mobile acknowledged the inconvenience caused by repeated messages and requested the subscriber’s telephone number to investigate the matter.
“We sincerely apologise for the confusion and frustration caused by the repeated KYC notifications,” the company said.
The issue has raised concerns about the reliability of the operator’s customer verification systems, particularly where subscribers have already presented their identification documents and completed the required procedures.
For customers with multiple SIM cards, the exercise could also involve additional time and inconvenience because each affected number must undergo verification.
No Charges for Re-registration
Another source of concern has been allegations that some agents are demanding money from customers to correct their registration details.
Several subscribers have complained that individuals claiming to facilitate the KYC exercise are asking them to pay for the service.
Lyca Mobile has rejected such charges, insisting that the re-registration exercise is entirely free at its authorised service centres and retail outlets.
“No customer should be asked to pay for this process,” the company emphasised.
The clarification is particularly important given the possibility of fraudsters exploiting the confusion surrounding the exercise to extort money from unsuspecting subscribers.
Customers have therefore been advised to use authorised Lyca Mobile service points rather than surrendering their identification documents or making payments to unverified individuals.
What Happens to Airtime and Unused Data?
Beyond the registration requirements, subscribers are also seeking assurances about what could happen to their existing airtime balances, data bundles and other services if their SIM cards are interrupted.
One customer raised concerns about being unable to access their national identity card until the middle of December, questioning whether they would lose access to their telephone services while waiting to obtain the document.
The concerns highlight the potential inconvenience of enforcing the directive without clearly communicating the consequences of non-compliance and the arrangements for customers who cannot immediately access their identification documents.
Lyca Mobile has urged affected subscribers to complete the exercise as soon as possible but has not provided detailed guidance on the fate of unused airtime and data in the event of service disruption.
A Test for Customer Confidence
The re-registration exercise comes at a time when mobile telephone services have become essential for communication, mobile money transactions, business operations and access to digital services.
Any disruption could therefore affect subscribers beyond their ability to make calls or send messages.
For small businesses, mobile telephone numbers are often connected to customers, suppliers and payment arrangements, making the prospect of losing access particularly concerning.
While Lyca Mobile maintains that the exercise is intended to address discrepancies in customer verification records, the lack of detailed explanations has left some subscribers uncertain about what is happening to their accounts.
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