# 60620: Lookup SIM Swap Information is Incomplete From Carrier

Log Type: CARRIER

Log Level: ERROR

## Description

This error means the carrier returned an incomplete SIM Swap response for the requested phone number. Twilio could not determine whether a SIM swap occurred during your configured `swapped_period`. As of January 21, 2025, this error is billable for approved SIM Swap requests.

### Possible causes

* The carrier was billed for the SIM Swap transaction but did not provide enough information for Twilio to determine whether a SIM swap occurred in the requested time period.
* SIM Swap data availability and returned fields vary by carrier and country. During the beta phase, coverage may not include all major carriers in an otherwise supported country.
* Your SIM Swap workflow depends on the `last_sim_swap` result, including `swapped_period` and `swapped_in_period`, but the carrier response did not include enough data to evaluate that result for this end user.

### Possible solutions

* Do not retry the same SIM Swap request for this end user. The carrier did not return enough data to produce a complete result.
* Treat the SIM Swap result as unavailable and fall back to another fraud check or verification step. Depending on your workflow, use step-up authentication through a different channel, withhold the transaction, place the account on hold, or require the user to speak with an agent.
* Review how your application handles incomplete SIM Swap results so the request can continue safely when `error_code` is returned in the `sim_swap` object. Test that path with SIM Swap Magic Numbers and your test credentials, including `+12345678916` to simulate 60620.
* If your use case depends on a different time threshold, review your configured `swapped_period`. For countries that do not return `last_sim_swap_date`, Twilio sets `swapped_in_period` based on the onboarding configuration, and you can update that setting through Support.

#### Additional resources

* [SIM Swap](/docs/lookup/v2-api/sim-swap)
* [Lookup SIM Swap Overview](/docs/lookup/lookup-sim-swap)
* [Testing SIM Swap with Magic Numbers](/docs/lookup/magic-numbers-for-lookup/testing-sim-swap-with-magic-numbers)