Report a lost or stolen phone

    What should I do if my phone is lost or stolen?

     

     

    Step
    Contract CustomersNo Annual Contract Customers
    Find or secure your phone.

    If you have Premium Handset Protection or Mobile Security on your line, use Mobile Security to:

    • Locate your phone.
    • Lock your phone to prevent unauthorized access.
    • Remove all data from your phone.

    Not currently available for No Annual Contract customers

    Suspend your line.
    • To help prevent any unauthorized usage, you should immediately log into My T-Mobile and suspend your line.
    • You are responsible for all calls made on your phone, so suspending your line with T-Mobile as soon as you realize your phone is missing helps prevent any unauthorized use and additional charges. There is no need to call and report a stolen phone.
    • If you discover that your phone was lost and then you find it, you can always restore service quickly.
    To suspend your service until you can find your handset or replace it, you must call Monthly4G Customer Care at 1-877-778-2106.
    File an insurance claim.

    If you have Premium Handset Protection on your line, file a claim to have your phone replaced.

    Not currently available for  No Annual Contract customers.
    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.