What should I do if my phone is lost or stolen?
|Step||Contract Customers||No Annual Contract Customers |
|1. Find or secure your phone|
If you have Premium Handset Protection or Mobile Security on your line, use Mobile Security to:
This service is not currently available for Monthly4G No Annual Contract customers.
|2. Suspend your line||To suspend your service until you can find your handset or replace it, you must call Monthly4G Customer Care at 1-877-778-2106.|
|3. File an insurance claim|
If you have Premium Handset Protection on your line, file a claim to have your phone replaced.
|This service is not currently available for Monthly4G No Annual Contract customers.|
|4. Replace your phone|
If you do not have Premium Handset Protection or wish to upgrade your phone, you have the ability to order a phone through My T-Mobile
Once you have another handset to use, call Monthly4G Customer Care at 1-877-778-2106 to have the SIM and IME numbers added to your existing account. This allows you to use the same account and keep your account balance without needing to transfer the funds to a new account.
Other Security Features
Setting up your device’s PIN or lock code is an excellent way to reduce the risk of unauthorized calls and charges, particularly if your phone is stolen. For information on setting up your device’s PIN or lock code, go to Phones and Devices.
What should I do if I find a lost phone?
If you find a lost handset, use T-Mobile.com to locate the nearest direct T-Mobile location if needed and then bring the lost handset to the nearest T-Mobile Retail Store so it can be returned to the owner.