What do I do if my device or SIM card is lost, stolen or faulty?
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If you think you’ve lost your mobile or SIM, try these steps to see if you can locate it:
- Call or send an SMS from another phone to see if you can hear it.
- If you’ve previously activated a locator like Find Devices for Apple, Find Hub for Android, or SmartThingsFind for Samsung and your device has an active connection, you may be able to track its location. If it shows your mobile in an unfamiliar place, contact the police rather than trying to retrieve it yourself.
- Check lost property and the local police station if you think you left it in a public place or building.
Frequently asked questions
To temporarily suspend your service, contact us.
We’ll temporarily suspend your mobile service so it can’t:
- Receive or make calls
- Receive or send SMS
- Use mobile data.
For personal customers on an Upfront Plan, your monthly plan fees and other recurring charges will continue to apply while your service is suspended.
For business customers on a month-to-month plan (10-digit account numbers), you’ll be charged $5.50 for your service to be suspended for up to 28 days. At the end of the temporary suspension period, the mobile service will automatically be reconnected to your pricing plan but the suspension on your service will remain until you ask us to remove it.
You can block your mobile device so no one can use it even if they insert another SIM card from another carrier. To block your mobile device, you’ll need your device’s IMEI.
For month-to-month services using a device you received from Telstra, we’ll have your device’s IMEI listed.
For Pre-Paid services, or if you’re using a non-Telstra device or isn’t included with your current plan, you’ll need to supply your IMEI number and proof of purchase of your device.
Find your iPhone’s IMEI:
If you’ve ever synced your iPhone with iTunes, the IMEI should be in the iTunes settings:
- Go to iTunes
- Go to the Preferences tab if you’re using a Mac, or to the Edit > Preferences tab on the PC version of iTunes
- Now, select Devices
- Go to the Summary tab
- Click on your phone number twice. Your IMEI should be visible after the second time.
Find your Android’s IMEI:
Due to recent updates with the Android Device Manager, Android users are no longer able to find their IMEI remotely.
Find your Windows phone’s IMEI:
- Sign in to the Microsoft account you used on your Windows phone
- Go to Phones and select the mobile that’s lost or stolen
- Select Find it, get support, and more
- Scroll down to Support.
You’ll find your IMEI and current OS version details under Hardware/System Info.
Good to know:
- Providing your IMEI and device information to the authorities can assist in tracking down your lost or stolen device
- Filing a police report is required if you want to make an insurance claim
Incoming calls can be redirected, but SMS messages can’t.
Learn how to forward calls on your mobile.
If you’re an Upgrade & Protect customer, log a request and we’ll send you a swap or replacement mobile (or tablet) usually by the next business day. Charges apply.
If you’re near the end of your contract period, you can take the opportunity to upgrade your mobile or change your plan. You may incur Early Termination Charges if you’re still in contract, and you’ll need to pay any remaining handset or device payments. To find out if these charges will apply, check My Telstra.
To order a replacement physical SIM in My Telstra:
- Go to Help
- Choose your mobile service
- Select Manage your SIM, eSIM or device
- Select Order replacement SIM.
Note: SIM replacements can only be processed in My Telstra if, in the last three months you haven’t:
- signed up as a new Telstra customer
- changed your billing or email address
- requested two or more replacement SIMs for this number.
If you’ve done any of the three criteria above contact us to discuss your options.
If you have lost your phone but have purchased a new one, you can connect to eSIM by following these steps:
If you previously had a physical SIM, you can convert to an eSIM on your new device in My Telstra:
- Go to Help
- Choose your mobile service
- Select Setup or manage eSIM
- Select Convert to eSIM.
If you previously had an eSIM, you can transfer your eSIM to your new device in My Telstra:
- Go to Help
- Choose your mobile service
- Select Setup or manage eSIM
- Select Activate, transfer or restore eSIM.
Contact us to resume your service and/or unblock your handset.
If you’d like to cancel your service, please check your contract status and any upgrade offers or any Early Termination Charges you may incur, as well as any other amounts you’ll need to pay when cancelling your service, such as any remaining device, accessory or handset payments.
If you decide to disconnect your mobile service or end your Device Payment Contract (DPC), you’ll be required to pay the balance of your remaining device payments under your DPC in one final payment. You can check your remaining DPC balance.
Once you’ve done that and you still want to proceed with cancelling your service, you can contact us to discuss your next steps.
If your cellular-enabled smart watch is lost or stolen, you can help stop unauthorised access to your account:
- If you have an Apple Watch, open the Watch app on your iPhone and put your watch in to Lost mode
- If you have a Samsung account and you set the Reactivation Lock, your watch will be locked. To find it, open the Galaxy Wearables app, go to Settings and select Find My Watch.
If you don’t find or recover your watch, you can cancel the Telstra One Number subscription in My Telstra. This also cancels your subscription fee.
If you’ve lost both your smart watch and mobile phone, contact us immediately and we’ll block your phone. This block will only apply to your phone and SIM-related functions on your smart watch.
Change the usernames and passwords on your social media, banking, email, and any other apps with your personal information.
If your mobile can remotely wipe your information, consider doing this too.
If your device has been lost or stolen and you are currently overseas our team can support you to:
- Suspend your service
- Restore your service with an eSIM.
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