What do I do if my device or SIM card is lost, stolen or faulty?

Contact us as soon as possible and 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 a month-to-month plan (13-digit account numbers), 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.

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.

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:

1. Go to iTunes
2. Go to the Preferences tab if you’re using a Mac, or to the Edit > Preferences tab on the PC version of iTunes
3. Now, select Devices
4. Go to the Summary tab
5. 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:

1. Sign in to the Microsoft account you used on your Windows phone
2. Go to Phones and select the mobile that’s lost or stolen
3. Select Find it, get support, and more
4. 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

We can send all your incoming calls to another number. SMS can’t be redirected. To arrange a call diversion to another number, please contact us. 

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.

To request a replacement SIM online, you have to meet certain criteria.
 

In the last three months, have you:

• Signed up as a new Telstra customer?
• Changed your billing or email address?
• Requested two or more replacement SIMs for this number?
   

If you answered “yes” to one or more of the above, contact us to discuss your options.

If you answered “no” to all, you can request a replacement SIM in My Telstra. When it’s approved, we'll send the replacement SIM to your current billing address.
 

If you're on an Upfront Mobile plan and pay using AutoPay

In the My Telstra app:

1. Sign in to the My Telstra app
2. Go to Get help
3. Choose your mobile service
4. Select Manage your SIM, eSIM or device
5. Select Order replacement SIM
6. When it arrives, activate your new SIM.
    

In My Telstra in a browser:

1. Sign in to My Telstra in a browser
2. Go to Get help
3. Select Mobiles & tablets
4. Select Manage your SIM or device
5. Select Order replacement SIM
6. When it arrives, activate your new SIM.
    

If you're on a month-to-month plan and receive a bill at the end of the month

In the My Telstra app:

1. Sign in to the My Telstra app
   
2. Go to Service
3. Choose your mobile service
4. In the top right, select the ‘three dots’
5. Select Request a replacement SIM
6. When it arrives, activate your new SIM.
    

In My Telstra in a browser:

1. Sign in to My Telstra in a browser
   
2. Choose your mobile service
3. Select Request a replacement SIM
4. When it arrives, activate your new SIM.
    

If you're on a Pre-Paid plan

In the My Telstra app:

1. Sign in to the My Telstra app
2. Go to Services
3. Choose your mobile service
4. Select Order replacement SIM
5. When it arrives, activate your new SIM.

If you’re a StayConnected or Mobile Assure 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.

Contact us to resume your service and/or unblock your handset. 

If your cellular-enabled smart watch is lost or stolen, you can help stop unauthorised access to your account: 

• Mark your watch as ‘lost’
• 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 via the My Telstra app or My Telstra in a browser. This also cancels your $5 per month 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. 
 

Good to know:

• If you’ve installed the Find my iPhone/Find my Watch app, you can track its location
• You can also use the Find my iPhone/Find my Watch app to put your device in ‘lost’ mode. This sends the device a message with your contact details so anyone who finds it can contact you
• If you’ve installed Find My Mobile on your Samsung phone, you can track its location
• This is currently unavailable for customers on a Telstra Upfront Mobile Plan.
   

If you get a new phone with a replacement SIM card, this won’t affect your Telstra One Number subscription. However, you’ll need to go through the Telstra One Number activation steps again, but you won’t need to purchase a new subscription.