Replace a lost or stolen device

We all know how terrible it feels to reach for our device and it's not there.

 

If you recently lost your device or it was stolen, you can suspend your account and block the device from being used on any network by contacting Customer Service, or accessing my T-mobile.com to suspend / block the device. Once T-Mobile has been notified we will block your device and SIM card, so you don't have to worry about having access to anything on your phone or be able to use your service.

 

If you believe your device is incorrectly listed as lost or stolen, contact Customer Service for assistance.

 

For postpaid accounts

  1. Before you do anything else, try to call your lost device and listen for its ring tone.
  2. If your device has anti-theft features, use them to secure and find your lost device.
  3. If you subscribe to FamilyWhere, you or a family member can use it locate your device.
    Note: Location data for iOS devices is limited. FamilyWhere displays only an approximate location (i.e., the nearest cell tower) of iOS devices on your account.
  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 device.
  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 can no longer check your voicemail from another line.
  6. Replace your device and restore service:
    • File a claim if you have handset protection.
    • Upgrade your device at a retail store.
    • Use another device you may already have with a new T-Mobile SIM card.
      • If you need a new SIM card, you can purchase one at a retail store.
      • If you have an unused SIM card, you can update your SIM number by contacting Customer Service.
  7. Go to My T-Mobile and log in to your account and restore your line. Once you have your new device and restored your service, you can set up your new phone to transfer contacts and other personal information.

 

 

For prepaid accounts

  1. Try to call your device and listen for its ring tone.
  2. If your device has anti-theft features, use to secure and find your lost phone.
  3. Contact T-Mobile Customer Service to suspend your line.
  4. Replace your device by purchasing one at a retail store. Until you get a new device, you can use another device 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 device to transfer contacts and other personal information.

 

 

Unauthorized Charges

If your bill shows charges to your phone after the loss, but before you suspended service and reported it stolen, you can dispute those charges. We will investigate your account activity, and you may need to provide further information regarding the theft or loss as part of our investigation.

 

We take all facts and circumstances into consideration as part of our investigation including reviewing your account to compare the usage during the time that the phone was missing until the time when the phone was in your possession. We consider all relevant information, including any documentation you can provide demonstrating that the phone wasn't in your possession at the time of the charges.

 

 

Found Devices

If you reported your device lost or stolen and the device is found contact Customer Service for an unblock request. Expected processing time is 24 hours.

 

If you find a lost T-Mobile device, 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.