Replace a lost or stolen device

    If your phone is ever lost or stolen, we'll show you how to replace it. We'll also tell you about a few easy-to-setup security features that can help protect your account information.

     

     

    If you have a postpaid account

    1. Before you do anything else, try to call your lost phone from another phone and listen for its ring tone.
    2. Some phones, such as Android phones, contain anti-theft features you can use to secure and find your lost phone.
      Note: Location data for iOS devices is limited. Only the approximate location (i.e., the nearest cell tower) of iOS devices on your account will display in FamilyWhere.
    3. If you subscribe to FamilyWhere, you or a family member can use it locate your phone.
    4. If you subscribe to T-Mobile supported services such as Lookout Mobile Security Premium or BlackBerry Protect, you can follow steps to locate and secure your missing phone.
    5. Go to My T-Mobile and log in to your account to suspend your line. Keep in mind that once your line is suspended, you'll no longer be able to check your voicemail from another line.
    6. Replace your phone and restore service:
    7. Go to My T-Mobile and log in to your account and restore your line. Once you have your new phone and restored your service, you can set up your new phone to transfer contacts and other personal information.

     

     

    If you have a prepaid account

    1. Try to call it from another phone and listen for its ring tone.
    2. Some phones, such as Android phones, contain anti-theft features you can use to secure and find your lost phone.
    3. Contact T-Mobile Customer Service to suspend your line.
    4. Replace your phone by purchasing one at a retail store. Until you get a new phone, you can use another phone you may already have with a new T-Mobile SIM card.
    5. Once you get a new phone and SIM card, contact T-Mobile Customer Service to restore your service.
    6. After you have restored your service, you can set up your new phone to transfer contacts and other personal information.

     

    Related pages

     

    Lost or stolen phone FAQs

    Set up your new phone

    Tips to prevent phone theft