Lost or stolen phone FAQs

    Find answers to commonly asked questions about lost or stolen phones.

     

     

     

    What should I do if my phone is lost or stolen?

    Try these steps, starting with the easiest:

    1. If your phone is lost, and you've already checked the creases of your couch, try to call it from another phone and listen for the ring tone.
    2. With Lookout Mobile, you can locate your phone using Google maps.
      Or if you subscribe to the FamilyWhere, you or a family member can locate your phone.
    3. If all the above fail, you can report a lost or stolen phone. With this option you can suspend your line.
    4. If you find your phone, you can log in to My T-Mobile and restore service for it.

     

     

    What should I do if there are unauthorized charges on my account?

    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 will 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 will consider all relevant information, including any documentation you may be able to provide demonstrating that the phone was not in your possession at the time of the charges.

     

     

    How can I protect my phone?

    Protecting your phone is the first line of defense against theft. There are many options such as PIN locks and security software available to keep your phone and data safe. To see what options are available to you and to get more information on protecting your phone, see Prevent unauthorized use of your phone.

     

     

    What should I do if I find a lost phone?

    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.

     

     

     

     

    Related pages

     

    Suspend your account

    Lookout Mobile Security

    Report a lost or stolen phone

    Tips to prevent phone theft