Phones, computers & home
My phone has been lost or stolen. What do I do?
Losing your phone is stressful, because so much of life is on it: banking, email, photos, work. Act in the right order and you can protect almost everything, even if the phone never comes back.
The short version
In the first hour
- Try to locate it with Find My or Find My Device.
- Mark it as lost to lock it and show a contact number.
- Call your telco to suspend the SIM.
- Change your email and banking passwords from another device.
Step 1: Try to find it
iPhone
Sign in at icloud.com/find on any browser, or use the Find My app on another Apple device. You’ll see its location if it’s on and connected, and you can make it play a sound.
Android
Go to google.com/android/find and sign in with your Google account. You can see its location, ring it, or secure it.
If you think it’s been stolen, don’t try to recover it yourself. Note the location and tell the police.
Step 2: Lock it and mark it as lost
- iPhone: in Find My, turn on Mark As Lost. This locks the phone, suspends Apple Pay, and lets you show a message and contact number on the screen.
- Android: use Secure device in Find My Device to lock it and display a message with a contact number.
If you’re sure it won’t come back, or it holds sensitive work data, you can choose to erase it remotely. Once erased, you can’t track it any more, so locate it first.
Step 3: Protect your number
Call your telco from another phone. Ask them to:
- Suspend your SIM so no one can use your number or receive your security codes
- Block the handset if it’s stolen, so it can’t be used on Australian networks
- Arrange a replacement SIM or eSIM
Step 4: Secure your accounts
From another device:
- Change your email password first, then banking, Apple ID or Google account, and anything else important.
- Sign out of the lost phone in your Google or Apple account settings.
- Tell your bank if your banking apps were on the phone, so they can watch for unusual activity. Mobile wallet cards are usually suspended when you mark the phone as lost, but check.
- Tell your workplace if work email or apps were on the phone. IT can remove work data remotely.
This is where a screen lock saves you
A phone with a strong PIN, fingerprint or face unlock, plus encryption (on by default on modern iPhones and Androids), keeps your data out of reach even if someone has the phone. If yours uses a simple PIN like 1234, change it on your next phone.
Step 5: Report it
- Report a stolen phone to the police and get a reference number for insurance.
- Tell your insurer if the phone is covered.
Step 6: Get set up again
- Restore from your iCloud or Google backup when setting up your new phone.
- Re-add your authenticator app accounts. If you didn’t have a backup, use your saved backup codes or account recovery.
- Check your banking apps and digital wallets are set up again.
Be ready next time
- Turn on Find My or Find My Device now.
- Turn on automatic backups. See backups that actually work.
- Use a six-digit or longer PIN.
- Keep backup codes for important accounts in your password manager.
- Write down your phone’s IMEI number (dial *#06#) and keep it somewhere safe.
Common questions
The phone is off. Can I still lock it?
Yes. Marking it as lost or locking it takes effect as soon as it comes back online.
Should I erase it straight away?
Only if you’re sure it won’t be recovered or it holds sensitive data. Erasing stops you tracking it.
Can a thief use my bank apps?
Not easily if your phone has a strong screen lock and your banking apps need biometrics or a PIN. Tell your bank anyway.
Sources
This guide is general information, not legal or financial advice. If you think you’ve lost money or personal information, contact your bank and the services named above straight away.
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