Please ensure your Flexiroam X App is up-to-date to proceed with a replacement. Then via the app, tap on Account > Support > Request Replacement. Fill out the form to get a replacement microchip/SIM card; the  Request Replacement button is available for App version 3.6.3, iOS and Android.

Please note that the replacement pack may involve delivery charges, and your account details, such as balance and validity, run as usual; there is no halting nor suspension and it comes without any data plan since it will follow the existing account information.