Lost & Stolen

If your phone’s gone missing or your SIM’s lost or damaged, it’s a pretty big upheaval. Let your phone provider know as soon as possible so they can take steps to protect your account. Double check your contract T&Cs to make sure you know what to expect if the worst should happen.

Report a lost or stolen SIM

Call your network provider and they’ll send a replacement SIM, so you can get back on track before you know it.

Helpful hints if your phone’s lost or stolen

Lock your phone remotely

This will stop anyone from using your data or accessing your personal info by stopping them from gaining access.

Even if the phone’s turned off, the lock will activate when it reconnects.

Track your phone

If you’ve got it set up in advance, you can use Find My iPhone or Find My Device to see its last location. And if it seems like theft, your safety’s important, so don’t go to the location yourself. The police will be best placed to handle it.

Delete your data (if you don’t expect to get it back)

If sensitive info is on your phone and you’ve got it set up in Find Devices (iPhone) or Find Hub (Android), you can wipe it remotely:

iPhone Erase This Device
Go to iCloud.com/find → Find Devices
Sign in (it might ask for a code sent to a trusted device) → choose your phone → Erase This Device

Android Erase Device
Go to google.com/android/find → choose your phone → Settings → Tap factory reset (device name)

This deletes your data but keeps the device tracked on iCloud/Google until it’s manually removed.

Block your SIM

This stops anyone from:

• Making calls using your number
• Accessing your texts
• Getting 2FA codes to access things like email and online banking

If you have a SIM with AO you can call us on 0161 470 1200 to get your SIM blocked instantly.

Change important passwords

Start with:

• Email
• Banking apps
• Social media
• Shopping apps
• Anything with saved payment details

If your phone has a password manager (e.g., LastPass, 1Password), change that password first.

Remotely log out of your phone

Report the theft

Block the phone’s IMEI

If you’ve got your phone’s IMEI code, ask your network to blacklist the device. This makes the phone useless on any UK network - even if someone replaces the SIM.

An IMEI is a unique 15-digit code that identifies your phone. It’s worth noting this down whenever you have a minute, before anything can happen to your phone.

You can find it by:

• Typing *#06# into your phone keypad. This will display a series of numbers and you’re after the one labelled IMEI.
• Another way is to go into your settings.
• iPhone: Settings → General → About (it’ll be in the Physical SIM section).
• Android: Settings → More → About device (it’ll be listed with all your other info).

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