Lost or stolen device help (2024)

Let T-Mobile help you through the difficult process of losing your device or having it stolen. Get help with a Prepaid account.

Protect your account

Contact us online or over the phone.
Log in to yourT-Mobile account. In 'I want to...' section selectReport a lost or stolen device.
Visit aT-Mobile store.

Locate or lock your device

If you use any of these services, you may be able to find or secure your device. T-Mobile can also block your IMEI to prevent your device from being used.

Find My on iPhone / iPad / Watch

For additional information, check theLocate a lost or stolen device - Apple Supportpage.

On an iPhone or iPad, open the Find My app.
If it's not your iPhone/iPad, select the Me tab and choose Help A Friend. Then, sign in with your Apple ID.
Select your device and choose from an option:
- Play Sound: Plays a loud sound on your device, even if it's set to silent.
- Directions: Get directions to your device's current location.
- Mark As Lost
  - Remotely lock your missing device with a passcode and display a custom message with your phone number on the Lock screen.
  - If you have Apple Pay set up on the device, it is disabled.
  - A confirmation email is sent to the primary email address associated with your Apple ID.
  - When you recover your device, you will need to unlock it with your passcode.
- Erase This Device
  - Erases all of your information (including credit, debit, or prepaid cards for Apple Pay) from the device.
  - After you erase a device, you can't track it using the Find My app.
  - If you remove the device from your account after you erase it, Activation Lock will be turned off.

Find My Device on Android

To use Find My Device, your lost device must:

Be turned on
Be signed in to a Google Account
Be connected to mobile data or Wi-Fi
Be visible on Google Play
Have Location turned on
Have Find My Device turned on

Use these steps to find, lock, or erase your device. For additional information, see Find a lost Android device - Android Helpfor support.

Visit android.com/find and sign in with your google account.
If you have more than one device, choose your device.
A map with your device's location will display if it's available. Choose from the following options:
- Play sound: Device will ring for 5 minutes, even if set to silent.
- Secure device
  - Lock the device and sign out of your Google account.
  - You can also display a message or phone number on the lock screen.
  - You can still locate the device after it's locked.
- Erase device
  - Erase all content from the device.
  - After your device is erased, you can't locate it.

Lookout Mobile Security

For additional information and app features, see Lookout Mobile Security app.

If you need to find your device:

Go to Lookout.com and sign in with your Lookout account.
Select the Find My Device tab. If your device can be found, the location appears on the screen.
Select Scream to sound a loud alarm, even if your device is in silent mode.
- The scream feature is VERY LOUD.
- The device will also vibrate and the screen will flash.
- Select Stop Screaming to turn it off.

If you need to turn on Signal Flare:

Open the Lookout app on your device.
Select the Menu icon with three dots, then select Settings.
In the MISSING DEVICE section, select the box next to Signal Flare.
Log in to yourLookout.com account to see your latest Signal Flare locations.

Get a replacement device

If you have device protection, get a replacement.
If you do not have device protection:
- You can use an extra T-Mobile phone or other compatible device with your service.
- We can help you replace your device with a new one. See your device purchase options.

Restore service

When you're ready to restore service or if you believe your device is incorrectly listed as lost or stolen,give us a call at 1-800-937-8997.
Check your next bill and report any suspicious charges so we can investigate.
If the device is found, contact us for an unblock request.

FAQs

Why should I report my device as lost or stolen?

T-Mobile works with government agencies and other major wireless carriers throughout the world to block stolen devices. When you report a device as lost or stolen, T-Mobile reports the International Mobile Equipment Identity (IMEI) number, a serial number that identifies your wireless device, to an international database. This prevents the device from being used on most carrier networks, including T-Mobile's, even if another SIM card is inserted. If you happen to find the device later, unblocking is fast and easy.

Why should I suspend my line?

If your device is lost or stolen, suspending your service will help prevent additional charges from unauthorized users. Once you suspend your line, it will be inactive and unavailable for use. If you find your device, you can restore service to the line by logging into your T-Mobile Account.

Does my bill change when my phone is lost or stolen?

Your bill is still due as usual when your phone is lost or stolen, including your monthly plan/service costs as well as any applicable device payments and device protection charges.

I found the device I reported as lost or stolen. What should I do?

If you find your device, log into My T-Mobile or the T-Mobile App and select the device, then select "I found my device." We'll walk you through the process of unblocking the device and restoring your service (if applicable).

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

If you haven't already reported your device as stolen and suspended the line, please do so immediately. This will block the device and the line from further unauthorized use. If your bill shows charges to your device 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 take all facts and circ*mstances into consideration as part of our investigation, including reviewing your account to compare the usage during the time that the device 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 device wasn't in your possession when the charges were made.

I found a lost T-Mobile phone. What should I do with it?

First of all, thank you! Please bring the device to the nearest T-Mobile store. We'll reunite it with its owner.