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If your phone has been lost or stolen, acting quickly is key to protecting your account and data. Follow these steps to secure your information and get back online.
Step 1: Locate and Lock your device.
Use built-in tools to secure your phone immediately. We recommend Locking your device rather than erasing it. Erasing it often stops tracking and can sometimes make it easier for thieves to reset and resell the phone.
- For iPhone: Log in to Find My iPhone. Enable Lost Mode. This locks the screen with a passcode, displays a custom message (like a contact number), and suspends Apple Pay.
- For Android: Log in to Find My Device. Select Secure Device. This locks the phone with your PIN, pattern, or password and signs you out of your Google Account.
Step 2: Report it to iD Mobile.
You must let us know as soon as possible. You are liable for any usage on your account until the SIM is blocked.
You can block your SIM (stopping calls/data) and Blacklist your phone (stopping the handset from working on any UK network) using the methods below:
- Via the App (SIM Block Only): Go to Plan > SIM and Phone Management > Block SIM.
- By Phone (SIM & IMEI Block): Call our automated service on 0333 003 7777 (available 24/7). This can process both the SIM suspension and the phone blacklisting.
- Live Chat (SIM & IMEI Block): Chat to our team via Live Chat.
Step 3: Secure your accounts.
Your phone is a gateway to your digital life. To prevent identity theft or financial loss:
- Change Passwords: Update passwords for your email, social media, and especially your banking apps.
- Banking: Contact your bank to let them know the device is lost, just in case your cards were stored in a digital wallet.
- Unlink Trusted Devices: Go to your Google or Apple ID account settings and remove the lost device from your list of "Trusted Devices" to prevent 2FA codes from being sent there.
Step 4: Get back online.
1. Get a Replacement SIM
To get a replacement Physical SIM or eSIM, you must contact us via Live Chat.
Please note: Since you cannot receive SMS verification codes on your lost phone, our agents will take you through a security check to verify your identity before issuing the replacement.
2. Replace your Phone
If you don't have insurance, you have a couple of options to get a new handset:
- Check for an Upgrade: You might be eligible to upgrade your plan and get a new phone. Check out our guide on how to upgrade.
- Buy SIM Free: You can purchase a SIM-free phone from iD Mobile and simply pop your replacement SIM in to get going.
Step 5: Insurance and Police.
If you have insurance, you'll need to contact your provider immediately. It's worth checking the small print, as most policies require you to report the loss to both the network (us) and the police within 24 hours.
If you believe your phone was stolen, you should also report it to the police by calling 101 or filing a report online. They will issue you a Crime Reference Number, which you'll need to pass on to your insurer to process your claim.
FAQs.
What if I don't know my phone number?
If you don't know your mobile number, please contact us via Live Chat. Our team can locate your account using your other details (such as your name, address, and payment method).
