Phone lost or stolen? What to do first (UK)
In short
- Call your network straight away to block the SIM. Some networks cap your charges at £100 if you report it within 24 hours.
- Ask for a replacement SIM on the same number, so your verification codes keep coming.
- Report a theft to the police with the IMEI, and ask your bank to suspend mobile payments.
Losing a phone means losing the device that receives your codes. Work through these in order.
Block the SIM
Tell your network as soon as you can, so it can block the SIM and stop anyone using it. Citizens Advice says some networks only charge you a maximum of £100 if you report a lost or stolen phone within 24 hours.
Keep your number
Ask your network for a replacement SIM on the same number. Your apps text that number, so getting it back is what brings your codes back.
Lock or erase the phone
Use Find My on an iPhone, or Google’s Find Hub (once called Find My Device) on Android, to lock or erase it. Don’t use tracking to confront a thief: Vodafone warns it could put you in danger.
Block the handset
If it was stolen, ask your network to block the phone’s IMEI, so it won’t work on any UK network, even with another SIM. The IMEI is on the box and often on your bill; dial *#06# to see it on a phone you still have.
Report it
Report a theft to the police on 101, or 999 if you’re in danger, and quote the IMEI. Registering your phone on Immobilise, the free UK property register, helps the police return it if it’s found.
Protect your money and accounts
- Ask your bank to suspend mobile payments such as Apple Pay or Google Pay.
- Change the passwords for your email, banking and social media, starting with email.
- Sign the lost phone out of your accounts where you can.
- Watch for codes you didn’t ask for: see codes you didn’t ask for.
Insurance
If you have phone insurance, tell your insurer.
Next time
Save backup codes and use an authenticator app with a backup, so a lost phone doesn’t mean lost accounts. See moving your authenticator app.
Common questions
What should I do first if my phone is stolen?
Call your network to block the SIM. Some networks cap your charges at £100 if you report it within 24 hours.
Can I keep my number if my phone is lost?
Yes. Ask your network for a replacement SIM on the same number.
How do I find my phone’s IMEI?
It’s on the box and often on your bill, or dial *#06# on the phone.