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Lost or Stolen Phone

Lost or Stolen Phone

If your phone has been lost or stolen, you need to tell us right away so we can protect your account from misuse. To do this, log into your app or online account and follow these steps:

  1. Go to 'My Services'
  2. Scroll down to 'Lost or Stolen'
  3. Click 'Prevent your phone or SIM from being used'
  4. Click 'Block SIM'
  5. Click 'Confirm'

Alternatively, and one of our agents will assist you. If Live Chat is unavailable, call our automated telephone service on 0333 003 7777 from a landline or other mobile. (Charges may vary).

Phone insured

If your phone is insured you'll need to contact your insurance provider as soon as possible. Most insurers require you to notify them and your network within 24 hours of your phone being lost or stolen. Before you can submit a claim, they may also require you to contact the police and get an incident reference number - usually within 24 to 48 hours of your phone being lost or stolen.

When you contact your insurer and the police, have your phone's IMEI (serial number) to hand. If you don't know it, contact us and we'll tell you.

Phone's not insured

If your phone's not insured and you won't be covered for the cost of buying a new one, don't panic - Carephone Warehouse has a wide range of great value handsets that you can buy SIM-free.

Replacement SIM

To get a replacement SIM click 'Chat to us' at the bottom right-hand corner of the screen. One of our Live Chat agents will arrange for you to be sent one within 2-3 days. Or if you need a new SIM right away, visit your nearest Carphone Warehouse and buy a replacement SIM for £5.

Once you receive your replacement SIM, activate it in the iD Mobile App or My Account online by:

  1. Logging in to the app or online account
  2. Going to the 'My Services' page
  3. Clicking 'Activate my SIM'
  4. Scanning your SIM card barcode or entering the 19-digit number printed on the SIM cardholder

Once you click 'Activate your SIM', the new SIM will be activated within a few hours.