Suspend your business line due to a lost or stolen device

If your device was recently lost or stolen, we're here to help. You can suspend your line and block the device from being used on any network by contacting Business Customer Service or accessing My T-Mobile (accounts with 21+ lines only). Once your device is blocked and your line is suspended, you don't have to worry about someone having access to anything on your phone or using your service.

 

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

 

 

Suspend your line

You may suspend your line for a maximum of 30 days. After 30 days, the line is automatically canceled.

 

  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 the T-Mobile FamilyWhere app, you 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. Call Business Customer Service by dialing 1-800-375-1126 or 611 from your device to suspend your line or go to My T-Mobile (accounts with 21+ lines only) 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 JUMP! or Device Protection claim if you have handset protection.
    • Upgrade your device.
    • 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 Business Customer Service.
  7. Call Business Customer Service by dialing 1-800-375-1126 or 611 from your device to restore your line or go to My T-Mobile (accounts with 21+ lines only) to log in to your account and restore your line. Once you have your new device and 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 phone after the loss, but before you suspended service and reported it stolen, you can dispute those charges. We will investigate your line 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 line 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 has been found, contact Business 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 device to the nearest T-Mobile Retail Store so it can be returned to the owner.