Protecting Your Mobile Money If Your Phone Is Lost or Stolen
A lost phone can mean a lost wallet. What to do in the first hour: block the SIM, freeze mobile money and banking apps, and get your number back safely.
Your phone is often your wallet, your bank and the place your security codes arrive. If it is lost or stolen, act quickly: the first hour matters most.
The first hour
- Block the SIM. Call your mobile network from another phone. This stops codes and calls reaching the thief.
- Freeze mobile money. Call your provider on its official number and ask them to block the wallet.
- Call your bank to block banking apps and cards linked to the phone. See blocking wallets, cards and SIMs.
- Lock or erase the phone remotely using its find-my-device service. See find my device.
- Check recent transactions once you have access again.
Getting back up and running
- Get a replacement SIM with your number from an official shop.
- Reinstall apps from official stores and set new PINs.
- Re-secure WhatsApp and email. See stolen phone: protecting your accounts.
Prepare now: save your network's, provider's and bank's official numbers somewhere other than your phone, set a screen lock and a SIM PIN.
Beware follow-up scams. Thieves sometimes call pretending to be your provider to "help" and ask for your PIN. See fake customer care.
For more, see our guide to mobile money and banking scams.
Frequently asked questions
What should I do first?
Call your mobile network from another phone to block the SIM, then call your mobile money provider and bank to freeze your accounts.
Can a thief use my wallet without my PIN?
Not easily, but they may try to reset it using your SIM, or may have seen your PIN. Blocking quickly removes that risk.
Will I get my number back?
Usually, yes. Your network can issue a replacement SIM with the same number after checking your identity.
Sources
- Lost or Stolen Credit, ATM, and Debit Cards, US Federal Trade Commission
- Find, secure, or erase a lost Android device, Android Help
- Use Find My to locate your lost Apple device or AirTag, Apple Support
