Lost or stolen devices.

This support article will give you key information about reporting a lost or stolen device.

How to report a lost or stolen device.

You can report a missing device by giving us a call on 1300 650 410. If you are overseas, call us on +61 426 320 000.

Once you contact us, we can bar your SIM to prevent any unauthorised charges to your account. We can also block your device’s IMEI so it cannot be used with another SIM.

Additional information.

What should I do before reporting a lost or stolen device?

Before reporting a device as lost or stolen, try calling it. Someone may answer or you might hear it ringing. You should also check whether it’s been handed into your local police station.

You could also try to track the location of the device with:

Will my insurance policy cover a lost or stolen device?

If you have Keep Talking Plus Insurance, you may be covered for a lost or stolen device. You’ll need to contact us to report the device missing, and notify the police within 48 hours to obtain a crime reference number. For more information, check out our support page on making an insurance claim.

What happens when you bar my service?

When we bar your service, your phone will be unable to make calls except to emergency services. If someone tries to make a call, a recording will advise them that call barring is active on the phone.

Barring your service doesn’t terminate your contract. You can get a replacement SIM Card to use with another device.

What if I find the device after you bar my service/block my IMEI?

If you find your device, give us a call on 1300 650 410 and we’ll unbar the service and remove the IMEI block. This can take up to 24 hours to come into effect.

How do I check if a phone has been reported lost or stolen?

If you’re using a second-hand device, you can check if it has been reported lost or stolen through the Australian Mobile Telecommunications Association website and entering the IMEI of the device.

What can I do to deter thieves?
  • • Keep your mobile out of sight when you're out and about
  • • Never leave your mobile unattended
  • • Keep a note of your 15 digit IMEI number
  • • Use your mobile’s security features such as having a pin number, security pattern or thumbprint scanner