If your phone is lost or stolen, the first 30 minutes determine how much damage is done. Act in this order: attempt to locate the device, lock or erase it remotely, suspend the line with your carrier, freeze any mobile payment services, and change passwords for accounts that were accessible on the phone. File a police report regardless of whether you expect to recover the device.
This guide walks through each step in sequence, explains what each action does, and covers the SIM swap protection dimension that a phone theft can trigger.
Step 1 — Attempt to Locate the Device
Before locking or erasing, try to locate the device. Location data is destroyed by a remote erase and unavailable after a lock in some configurations.
Apple Find My (iPhone, iPad, Apple Watch, Mac)
Apple Find My requires that the device was signed in to an Apple ID with Find My enabled before it was lost. Access it at icloud.com/find from any browser, or through the Find My app on another Apple device signed in to the same Apple ID.
Find My shows the device’s last known location on a map. If the device is online and location services are active, the position updates in near real time. If the device is offline, Find My displays the last recorded location with the time it was recorded.
From Find My you can:
- Play Sound — causes the device to emit an alert tone even if it is on silent, useful if the device is nearby.
- Mark as Lost — activates Lost Mode, which locks the device with your passcode, displays a custom message and contact number on the lock screen, and suspends Apple Pay. The device continues to report its location to Find My while Lost Mode is active.
- Erase This Device — remotely wipes all data. After an erase, the device can no longer be tracked through Find My.
Apple Activation Lock, which is part of Find My, ties the device to your Apple ID. A device with Activation Lock enabled cannot be set up or reactivated without your Apple ID credentials, even after a factory reset.
Google Find My Device (Android)
Google Find My Device requires that the device was signed in to a Google account with Find My Device enabled before it was lost. Access it at google.com/android/find from any browser, or through the Find My Device app on another Android device.
From Find My Device you can:
- Play Sound — plays an alert at full volume for five minutes even if the device is on silent.
- Secure Device — locks the device with your screen lock PIN, pattern, or password. You can optionally set a recovery message and phone number displayed on the lock screen. The device can no longer be used to make Google Pay purchases in stores.
- Erase Device — remotely wipes all data. Once erased, the device can no longer be tracked.
If the device is offline at the time you issue a command, the command queues and executes the next time the device connects to the internet.
What to Do If You Did Not Enable Find My or Find My Device
Remote location, lock, and erase functions require the tracking service to have been enabled before the loss occurred. If it was not enabled, these options are not available. In this case:
- Proceed directly to suspending your line (Step 2).
- Provide your IMEI to your carrier to request device blacklisting.
- File a police report with the IMEI (Step 6).
Step 2 — Contact Your Carrier to Suspend the Line
Once you have attempted to locate the device (or confirmed location is not possible), contact your carrier immediately to suspend the line.
What a Line Suspension Does
A temporary suspension stops your SIM from making or receiving calls, sending or receiving texts, and using mobile data. It also prevents anyone who has the device — or has removed the SIM — from racking up charges on your account.
Importantly, a suspension is different from cancelling your contract. Your phone number is preserved during a suspension, and you can reactivate the line when you recover the device or obtain a replacement. For strategies to hold a number long-term during a replacement period, see How to Keep a Phone Number You’re Not Using.
How to Request a Suspension
Contact your carrier through one of the following channels from a device other than the lost phone:
- Carrier app or website. Most major carriers provide a self-service option to suspend a line through their account portal. This is typically the fastest method.
- Carrier customer service phone line. Use the number on your carrier’s website. Do not rely on a number stored only in the lost device.
- Carrier retail store. Bring a government-issued photo ID and any account information you have access to.
You will need to verify your identity. Carriers typically require your account number, account PIN, or answers to security questions. The specific requirements vary by carrier and country.
Billing During Suspension
Carrier policies on billing during a suspension differ. Some carriers suspend all billing for the duration; others continue charging a reduced plan fee or the full monthly plan cost. Ask your carrier explicitly what charges, if any, continue during the suspension period.
Step 3 — Request a SIM Reissue
Once the line is suspended, the existing SIM (whether physical or eSIM) linked to your number is deactivated. To restore service on a new or replacement device, you will need a new SIM.
Physical SIM Replacement
Visit a carrier store or, in some cases, request a replacement SIM by post through the carrier’s website. Bring government-issued photo ID and your account credentials. The carrier issues a new physical SIM linked to your existing phone number and account. The deactivated SIM — including any SIM that may remain in the lost or stolen device — becomes permanently inactive.
eSIM Reissue
For eSIM accounts, the carrier issues a new eSIM profile. This is typically done through the carrier’s app or website. The process generates a new QR code or activation code that you install on the replacement device. The previous eSIM profile is deactivated.
Because eSIM transfer does not require a physical card, the reissue can often be completed entirely online. The specific steps depend on your carrier and the device you are transferring to.
What Happens to the Lost Device
After a SIM replacement or reissue, the SIM linked to the lost device is no longer active. If the device was locked remotely or wiped, it cannot be accessed without your credentials. Your phone number is preserved on the new SIM.
Step 4 — Stop Carrier Billing and Freeze Mobile Payments
Mobile Payment Services (Apple Pay, Google Pay)
Remote lock via Find My (Lost Mode) or Find My Device (Secure Device) suspends Apple Pay and Google Pay on the device immediately. If you have not been able to issue a remote lock, you can also suspend these services through the respective account portals:
- Apple Pay: Log in to icloud.com → Account Settings → your device → Remove. This removes all cards from Apple Pay on that device.
- Google Pay: Log in to pay.google.com → Payment methods, and remove cards associated with the lost device or contact your bank to freeze any cards linked to Google Pay.
Contact your bank or card issuer directly if you suspect any fraudulent charges have already occurred.
Carrier Billing and Premium Services
Some carriers allow you to add charges to your phone bill — for app purchases, premium SMS services, or carrier-billed subscriptions. If your account was accessible on the lost device, contact your carrier to review recent charges and request a billing freeze or investigation if unauthorised charges appear.
Step 5 — Change Passwords for Apps Accessible on the Device
A stolen unlocked device — or a device where someone has bypassed the screen lock — gives access to every app that was logged in. Act quickly on accounts in this priority order:
Priority 1: Email Accounts
Your email account controls password recovery for almost every other service. If an attacker resets your email password, they can then reset passwords for banking, social media, and other accounts.
- Change your email password from a device or browser that was not the lost phone.
- Revoke all active sessions (most email providers have a “Sign out of all other sessions” or “Manage devices” option).
- Check that the recovery email address and phone number on the account have not been changed.
Priority 2: Banking and Financial Apps
- Change passwords for any banking, brokerage, or payment apps that were installed on the device.
- Review recent transaction history for unauthorised activity.
- Contact your bank’s fraud line if you see any suspicious transactions.
Priority 3: Social Media and Other Accounts
- Change passwords for social media accounts, especially any with payment methods attached or a large following.
- Review connected apps and third-party access grants, and revoke any you do not recognise.
Session Revocation
Most modern platforms allow you to sign out of all active sessions from an account settings page. Do this for any account that was logged in on the lost device, regardless of whether the account has a strong password, because the session token on the device may still be valid until explicitly revoked.
Step 6 — File a Police Report
File a report with your local police, even if you do not expect the device to be recovered. A police report serves several concrete functions:
- Insurance claims. Device insurance policies almost universally require a police report number before processing a theft claim.
- IMEI blacklisting. Carriers in many countries will add a device to the stolen device registry (Equipment Identity Register) only after a police report has been filed. An IMEI-blacklisted device cannot register on cooperating networks regardless of which SIM is inserted.
- Fraudulent account activity. Financial institutions often require a police report number to process fraud claims related to the loss of a device.
- Carrier investigation. If the theft results in SIM swap fraud or unauthorised port-out, the carrier’s security team will ask for a police report reference.
Provide the police with: the device make and model, the IMEI (if you recorded it in advance), the approximate time and location of the loss, and any serial number from the original packaging.
Record Your IMEI Before You Need It
The most effective preparation is to record your IMEI before a loss occurs, so it is available from another device when you need it.
Your IMEI can be found by dialling *#06# on any phone — the number appears on screen without placing a call. It is also in Settings (iPhone: Settings → General → About; Android: Settings → About Phone → Status → IMEI Information) and printed on the original device box.
Store the IMEI in at least one location that is not on the phone itself: a password manager, a cloud document, or on the original device box in a safe place. On a dual-SIM device, record both IMEI numbers.
For a full explanation of how the IMEI is structured and how stolen device blacklisting works, see IMEI, PIN, and PUK Codes Explained.
Step 7 — Check for SIM Swap Fraud
Phone theft is sometimes accompanied by a SIM swap attempt. An attacker who physically possesses your phone may be able to extract your account details (from stored emails, messages, or account apps) and use those details to impersonate you to your carrier and request a SIM swap — transferring your number to a SIM they control.
Signs that a SIM swap has occurred alongside the theft:
- Your line shows “No Service” not because of the suspension you requested, but before you had a chance to contact the carrier.
- You receive notifications that account passwords have been changed for services you did not touch.
- Your email or banking login is rejected despite the correct credentials.
If you suspect a SIM swap occurred, contact your carrier immediately and ask whether any SIM swap or port-out request was made on your account in the past 24 to 72 hours.
After recovering your line, take these steps to prevent future SIM swap attacks:
- Enable your carrier’s account lock or SIM lock feature (called Wireless Lock at AT&T, Number Lock at Verizon, SIM lock at T-Mobile, or an equivalent at your carrier).
- Set a carrier account PIN that is not derived from your date of birth, address, or account number digits.
- Move high-value accounts away from SMS-based two-factor authentication to authenticator apps or hardware security keys. See How to Receive SMS 2FA Codes Abroad for guidance on stronger alternatives to SMS 2FA.
- If your carrier’s SIM is not already SIM-locked to your device, enable SIM Lock features where available to reduce unauthorised port-out risk.
For the full SIM swap prevention guide, see SIM Swap Fraud: How It Works and How to Protect Yourself.
International Considerations
The steps above apply universally, but the specific procedures differ by carrier and country.
Carrier suspension. All major carriers in every market offer temporary line suspension, but the method (app, website, phone, or store) and the identity verification required vary. Some carriers require in-person verification with photo ID for a suspension; others allow it entirely online. Contact your carrier’s support channel directly.
IMEI blacklisting coverage. IMEI blacklisting is effective only if carriers in the country where the device is being used participate in the Equipment Identity Register and share data with the country where the theft occurred. International IMEI blacklist sharing exists between some countries (particularly within the EU and between the US, UK, Canada, and Australia) but is not universal. A device stolen in one country may still function on networks in another country that does not participate in the shared registry.
Police reporting. The process for filing a police report varies by country. In some countries this can be done online; in others you must attend a police station in person. If you were travelling when the device was lost or stolen, you may need to file a report in the country where the incident occurred in addition to (or instead of) your home country.
Mobile payment regulations. Regulations governing liability for fraudulent mobile payments differ by country. In the EU, EU payment services rules (PSD2 and its successors) provide consumer protections for unauthorised electronic payments. In the US, Regulation E covers unauthorised electronic fund transfers. Contact your card issuer or bank for specific guidance under the applicable rules in your jurisdiction.
Quick-Reference Checklist
| Action | When | Notes |
|---|---|---|
| Open Find My / Find My Device | Immediately | Lock (not erase) first if you may recover the device |
| Play sound | Immediately | Useful if the device is nearby |
| Issue remote lock | Within first minutes | Suspends Apple Pay / Google Pay |
| Call carrier to suspend line | Within first hour | Preserve phone number; confirm billing during suspension |
| Request SIM reissue | When you have a replacement device | Physical SIM or eSIM depending on your carrier |
| Remove cards from Apple Pay / Google Pay | Within first hour | Via icloud.com or pay.google.com from another device |
| Change email password and revoke sessions | Within first hour | Email controls recovery for all other accounts |
| Change banking passwords and check transactions | Within first hour | Contact fraud line if suspicious activity found |
| Change other account passwords | Same day | Prioritise accounts with payment methods attached |
| File police report | Same day | Required for insurance and IMEI blacklisting |
| Report IMEI to carrier | Same day | Enables device blacklisting across cooperating networks |
| Check for SIM swap on account | Same day | Ask carrier if any SIM swap or port-out was requested |
| Enable carrier account lock | After line is restored | Prevents future SIM swap attempts |
FAQ
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Can I track a phone that has been turned off? A device that is powered off cannot transmit its location in real time. Apple Find My can show the last location recorded before the device lost power. On supported Apple devices, the Find My network (which uses Bluetooth signals detected by other Apple devices nearby) can report an approximate location even when the device is powered off, though this depends on the device model and iOS version. Google Find My Device relies on an active internet connection and does not have an equivalent offline network.
What if I did not enable a screen lock on the lost phone? A device without a screen lock gives whoever has it immediate access to all installed apps and their stored sessions. If your phone was not screen-locked, treat every account that was installed on the device as potentially compromised. Prioritise changing email and banking passwords and revoking sessions before changing anything else.
My carrier is asking for a PIN or account number I do not remember — what can I do? Carriers have fallback identity verification procedures for customers who cannot recall their account PIN. You will typically be asked to verify with other account information: billing address, the last four digits of a national ID number, a recent invoice amount, or an email-based verification link sent to the address on the account. Visit a carrier store with government-issued photo ID as a last resort, as in-person verification typically has fewer restrictions.
Does a remote erase void my carrier contract or insurance? No. A remote erase deletes data from the device but has no effect on your carrier contract, insurance policy, or your phone number. Your contract obligations and insurance coverage remain unchanged after an erase. If you later recover the device, contact your carrier and Apple or Google support to determine whether data backed up to iCloud or Google One can be restored.
Related Guides
- SIM Swap Fraud: How It Works and How to Protect Yourself — How attackers hijack your phone number after a theft, and the carrier locks that prevent it
- IMEI, PIN, and PUK Codes Explained — How to find and record your IMEI, how SIM PIN protection works, and the 10-attempt PUK limit
- SIM Lock and SIM-Free Explained — How carrier locks differ from device locks, and how to check your phone’s lock status
- How to Keep a Phone Number You’re Not Using — Options for holding your phone number during a suspension or replacement period
- How to Receive SMS Two-Factor Authentication (2FA) Codes Abroad — Why SMS 2FA becomes a security risk when a SIM is compromised, and stronger alternatives