Lost or stolen mobile device

Lost or stolen iPhone or Apple Watch

Have you tried to locate your Apple device, in vain? Prevent an ill-intentioned individual from accessing your personal data, generating charges, or reselling your device by following these steps:

1. Open the Find My app or go to iCloud.com/find.
2. Sign in with your iCloud or Apple username and password.
3. Click on the device you want to locate.
4. The device’s location is displayed on the map.
5. Click on Play Sound to locate the device by following the sound.
6. Swipe up from bottom to expand bottom menu.
7. In the Mark as Lost section, click on Enable and follow the steps.
8. Contact Customer Service to:
   • Block the use of the device
   • Blacklist it as a lost or stolen device
   • Ask for the brand name, model, serial number, and IMEI number
9. Report the lost or stolen device to the authorities by providing the following information: brand name, model, serial number, and IMEI number.

For more details, consult the Apple website.

Lost or stolen Android

Have you tried to locate your Android device, in vain? Avoid a malicious person from accessing your personal data, generating charges, or reselling your device by following these steps:

1. Open the Google Find My Device app or go to google.com/android/find.
2. Sign in with your Google username and password.
3. Click on the device you want to locate.
4. Click on Secure device.
5. Contact Customer Service to:
   • Block the use of the device
   • Blacklist it as a lost or stolen device
   • Ask for the brand name, model, serial number, and IMEI number. 
6. Report the lost or stolen device to the authorities by providing the following information: brand name, model, serial number, and IMEI number.

For more details, consult the Google website.

Preventing loss or theft

To prevent the loss or theft of your phone, and your personal information from being divulged, protect your device by following these steps:

iPhone or Apple Watch

1. Configure the phone’s settings so that the screen locks after a short period of inactivity.
2. Choose a strong password, a lock code, a biometric fingerprint or Face ID to secure the unlocking.
3. Turn on the different location features by tapping your name (iCloud) in the Settings app, then tap Locate. Consult the Apple website, if necessary.
4. Open the Find My app or go to iCloud.com/find.
5. Sign in with your iCloud or Apple username and password.
6. Test the localization options of the device and learn how to track it.

Android

1. From the Settings, access the Biometrics and security section.
2. Configure the phone’s settings so that the screen locks after a short period of inactivity.
3. Choose a strong password, a lock code, a biometric fingerprint or Face ID to secure the unlocking.
4. Open the Google Find My Device app or go to google.com/android/find.
5. Sign in with your Google username and password.
6. Test the localization options of the device and learn how to track your Android.

Verifying if the phone is lost or stolen

Upon purchasing a used cell phone, ask for the IMEI number and use the online tool to check whether the device has been reported as lost or stolen. If the device has been blacklisted, you will not be able to use it with any mobile service provider.

What to do if the purchased device has been blacklisted?

1. Gather all the information about the transaction: copies of emails or text messages, name and phone number of the seller, etc.
2. Forward fraud information to the nearest police station.
3. Report the fraudulent ad on the relevant website or shopping platform.

Are you subscribed to the Peace of Mind Protection Plan under the Mobile Device Protection Program?

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