Lost, stolen or faulty device or SIM card
What do I do if my device or SIM card is lost, stolen or faulty?
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 my iPhone or Find my Android, you can use this to track your phone’s location. If it shows your mobile in an unfamiliar place, contact the police rather than trying to retrieve it yourself.
Good to know: If mobile data is switched off, you’ll be unable to use a Find my Device app.
- Check lost property and the local police station if you think you left it in a public place or building.
You may also be able to locate your device using its GPS signal. This will only work if the device is still turned on. If you have the Telstra StayConnected service and have previously set up the app on your device, you’ll be able to attempt to locate your device using the StayConnected dashboard. Find out how to locate/protect a missing mobile using StayConnected.
Alternatively, many manufacturers offer a way to locate your device, as long as you’ve previously enabled the functionality. If you have a device that uses the Android operating system, you also have the option of using the Google Device Manager.
Important legal rights called consumer guarantees
For products you buy from us, you have legal rights known as consumer guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended.
You’re entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is 'major' or 'minor'. For more information about what constitutes a 'major' or 'minor' fault, consumer guarantees and your return rights, please visit our page on faulty products – know your rights.
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