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Lost Phone - Need a new phone.

  • May 11, 2026
  • 1 reply
  • 2 views
H
Community Member
  • HTT
  • Community Member

Hi, 

 

I lost my phone whilst on holiday a few days ago and would like to know my options for getting a new handset. 

 

Thanks

Hope

    1 reply

    Gemma M
    iD Mobile Employee
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    • Gemma M
    • iD Mobile Employee
    • May 11, 2026

    Hi ​@HTT,

     

    I’m really sorry to hear that your phone was lost whilst you were away.

     

    Unfortunately, we’re unable to replace devices that have been lost or stolen, as iD Mobile can’t be held accountable for handsets once they’re no longer in our possession. If you took out insurance for the device, we’d recommend contacting your insurer directly to see what options are available to you.

     

    If you’re eligible for an upgrade on your account, you could also speak with our Sales Team about upgrading to a new handset.

     

    In the meantime, we’d strongly recommend getting in touch with our Customer Service Team via live chat as soon as possible, so they can mark the device as lost or stolen and help protect your account from any unauthorised usage.

     

    You can contact the team here: https://www.idmobile.co.uk/live-chat

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

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