Lost or stolen mobile devices

If you suspect your mobile device has been lost or stolen, take action as soon as possible.

In rare cases, you may still have your device but you can’t use it because your mobile number has been stolen through an unauthorised port.

 

How to report a lost or stolen mobile device/number

You can report a missing device or unauthorised port by giving us a call on 1300 997 273, or +61 2 9007 3023 if you are overseas.

Once you contact us, we can bar your SIM to prevent any unauthorised charges to your account. We can also block your device’s IMEI so it cannot be used with another SIM.

If your mobile number was ported or SIM swapped without your consent, we can reverse the port (and provide a new SIM if necessary).

 

More info

What should I do before reporting a lost or stolen device? 

Before reporting a device as lost or stolen, try calling it. Someone may answer or you might hear it ringing. You should also check whether it’s been handed into your local police station.

You could also try to track the location of the device with:

 

What happens when you bar my service?

When we bar your service, your phone will be unable to make calls except to emergency services. If someone tries to make a call, a recording will advise them that call barring is active on the phone.

Barring your service doesn’t terminate your monthly plan. You can get a replacement SIM card to use with another device.

 

What if I find the device after you bar my service/block my IMEI?

If you find your device, give us a call on 1300 997 273 and we’ll unbar the service and remove the IMEI block. This can take up to 24 hours to come into effect.

 

How do I check if a phone has been reported lost or stolen?

You can check if it has been reported lost or stolen through the Australian Mobile Telecommunications Association website and entering the IMEI of the device.

 

What can I do to deter mobile thieves?

  • Keep your mobile out of sight when you're out and about. 
  • Never leave your mobile unattended.
  • Keep a note of your 15-digit IMEI number.
  • Use your mobile’s security features such as an unlock PIN, security pattern or thumbprint scanner.

 

How can someone steal my mobile number in an unauthorised port?

Multi-factor authentication methods protect mobile users from most unauthorised ports. For example, a unique verification code is sent to the affected mobile number before it is allowed to be ported to a new telco or swapped to a new SIM.

A criminal typically needs access to your unlocked mobile phone or other identity documents to complete an unauthorised port. Today, it happens in rare cases of identity theft or fraud.

 

What else should I do if my mobile number had an unauthorised port?

  • Contact your bank or financial institution ASAP and tell them someone might be committing fraud using your details;
  • Change your passwords for important accounts like your bank, email and social media;
  • Report any fraud to local police or the Australian Federal Police;
  • Report any cybercrime involving identity theft or online fraud to the Australian Cyber Security Centre;
  • Contact IDCARE on 1300 432 273 if you want help with identity crime or cyber security;
  • Report the activity to Scamwatch.

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