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Lost or Stolen Phone or SIM

It can be worrying when you lose your phone, or it gets stolen. And the same goes for if you've misplaced your SIM. If any of these have happened to you recently, it's important that you let us know as soon as possible. That way, we can protect your account from any misuse.

You may be liable for any usage that happens on your SIM before a block is placed. Blocking your SIM will stop this. Blacklisting your phone targets the phone's IMEI (International Mobile Equipment Identity), so when someone goes to insert a SIM card to use it, the phone won't be able to connect to a network.

You can block your SIM card and blacklist your handset in just a few minutes with our step-by-step guide:

Using your My Account:

  1. Log in to My Account online (or the iD Mobile app if available).
  2. Go to My services and then Lost or Stolen.
  3. Tap Prevent your phone or SIM from being used and then Block SIM.
  4. Click Confirm.
  5. If you want to blacklist your phone, speak to one of our Live Chat agents.

Calling the IVR:

  1. Call 0333 003 7777
  2. Enter your iD Mobile number.
  3. Choose option 3 to register the phone as lost or stolen.
  4. Re-confirm the number you want to block.
  5. Once confirmed, the SIM will be suspended, and the last handset associated with the SIM will be blacklisted.

If you can't log into your account or call our IVR, you can also speak to one of our Live Chat agents. They can help you to block your SIM and blacklist your phone.

Our Live Chat team are available 9am-8pm Monday to Friday and 9am-6pm Saturday, Sunday and bank holidays.

FAQs.

If you've lost your SIM card and don't know your mobile phone number, you'll need to contact us via Live Chat. One of our assistants will then be able to look into this for you.

If your phone is insured, you'll need to get in contact with your insurance provider to get a replacement. Most insurers will need you to let them and the network know within 24 hours of it being lost or stolen. You might have to notify the police too in order to make a claim. The police may provide you with an incident reference number - which you'll need when making a claim.

If your phone isn't insured, you'll have to cover the cost of a replacement phone yourself.

If you need a replacement SIM, chat to us and one of our Live Chat agents will arrange for a replacement SIM to be sent to you within 2-3 days. Or, if you need a new SIM straight away, you can visit your nearest Currys store and get a free a replacement SIM.

Once you've got your replacement SIM, you can activate it easily through the iD Mobile App or My Account online:

  1. Log in to the iD Mobile App or My Account online.
  2. Go to My services and tap Activate my SIM.
  3. Scan your SIM card barcode or enter the 19-digit number printed on the SIM cardholder*.
  4. Click Activate your SIM.

Your new SIM will be activated within an hour. (Please note: If your SIM isn't activated after an hour, restart your handset.)

*If you don't have the cardholder anymore, don't worry - the number is also printed on the back of the SIM card. It's an 11-digit number, and you just need to add '89442001' to the start of it.

Alternatively, you can activate your SIM online.

If your phone has been lost or stolen, you'll still need to complete your contract. We'll need 30-days' notice to cancel your contract.

If you decide to leave before your minimum contract period, you might be charged an early cancellation fee. This'll be equivalent to the total of the monthly charges remaining in the minimum term of your agreement. You can view your early cancellation fee in the iD Mobile App or My Account online, just follow the steps below:

  1. Go to My Account.
  2. Tap Manage my plan and click End my plan.
  3. You'll be able to see your estimated cost of cancellation figure.

To reactivate your returned phone and SIM card, you'll need to get in contact with us via the Live Chat. One of our agents can give you a helping hand.

If we put a block on your phone when it was first reported stolen or lost, we'll remove it so you can access your phone. The block should be lifted in the first 24 hours of it being removed by our agent.

To reactivate your SIM, simply follow the steps below:

  1. Log in to the iD Mobile App or My Account online.
  2. Go to My Services.
  3. Click Activate my SIM.
  4. Scan in your SIM card barcode or enter the 19-digit number printed on the SIM card holder.

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

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