Replace a lost or stolen device

If your phone, tablet, or wearable was recently lost or stolen, we're here to help. You can suspend your account and block the device from being used on any network by contacting Customer Service or accessing My T-mobile. As soon as your device is blocked and your account is suspended, you don't have to worry about someone having access to your device or using your service.

 

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

 

 

 

Postpaid accounts

Postpaid accounts bill you at the end of the month and you may be paying for your device via EIP or another device program such as JUMP!.

 

  1. Before you do anything else, try to call your lost device and listen for its ringtone.
  2. If your device has anti-theft features, use them to secure and find your lost device.
  3. If you subscribe to the T-Mobile FamilyWhere app, you or a family member can use it to locate your device. 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:
  7. Go to My T-Mobile to log in to your account and restore your line. Once you have your new device and restore your service, you can set up a new mobile device to transfer contacts and other personal information.

 

Prepaid accounts

With prepaid you typically bring your own device and pay for the minutes/data you use ahead of time.

 

  1. Try to call your device and listen for its ringtone.
  2. If your device has anti-theft features, use to secure and find your lost device.
  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 a new mobile device to transfer contacts and other personal information.

 

Unauthorized charges

If your bill shows charges to your device 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 device 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 device 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.