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. See Prevent unauthorized use of your phone to learn about easy-to-setup security features that can help protect your account information before your phone is lost or stolen.
If you believe your device is incorrectly listed as lost or stolen, contact Customer Service for assistance.
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.
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.
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