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Lost or stolen phone or SIM

Lost your phone or SIM? Let us know as soon as you can so we can help protect your account from any misuse.

You may be liable for any usage before your SIM is blocked. Once you block your SIM, any call, texts and data usage will stop straight away. If you also blacklist your phone, it will be blocked from connecting to any network, even if someone tries to use a different SIM.

Follow the steps below to block your SIM and blacklist your handset in minutes.

Using the iD App or MyAccount:

  1. Log in to the iD Mobile app or my.idmobile.co.uk
  2. Go to Plan, then select Lost or stolen.
  3. Scroll to Your SIM/eSIM.
  4. Turn on Block your SIM or eSIM.
  5. Select Save - changes can take up to 10 minutes to apply.

Need 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 in to your account or call our automated phone line, you can chat with our Live Chat team. They’ll help you block your SIM and blacklist your phone.

Our Live Chat opening hours:

  • Monday to Friday: 9am to 8pm
  • Saturday, Sunday and bank holidays: 9am to 6pm

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.

To get a replacement eSIM, follow these steps:

  1. Log in to the iD Mobile app or my.idmobile.co.uk and click on Plan.
  2. Go to SIM & Phone Management > Request a replacement SIM or eSIM.
  3. Select Get a replacement eSIM, confirm your email, and choose Yes, I want a new eSIM.

If you need a replacement physical SIM card, chat to us and get a replacement SIM sent to you within 2-3 days. Alternatively, you can visit your nearest Currys store and get a free 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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