What to do if you’ve lost your phone

Fact Checked

Losing your mobile phone is no longer just losing a device – it’s the equivalent of losing your wallet, camera, notebook and, of course, the ability to communicate with people, all at once. 

A Canstar Blue survey of more than 3,000 Australians found if their phone was stolen, 33% would be worried about someone gaining access to their bank account, 20% concerned about losing photos, 19% would worry about having to buy a new phone; while 14% would worry about losing their contacts and phone numbers.

While the chances of having a phone stolen are slim, the unfortunate reality is it’s never zero. Keeping your phone secure and knowing what to do if it is lost could help you resolve a potentially stressful situation quickly and easily. 

Here are five things you can do now to be prepared and keep your phone secure:

1. Know your IMEI: All phones have a unique serial number, called the IMEI, which can be used by a service provider to block a phone remotely. Find it in your phone’s settings and have it written down in a safe place (that’s not in your phone!)
2. Turn on Find My Phone: Check you have this setting switched on, and make sure you know how to access it on another device if needed.
3. Put a passcode on, twice: Have a passcode for your phone, but also separate passcodes for the apps with sensitive information.
4. Back up your photos: Have your photos automatically backed up to the cloud, so you don’t lose anything if it’s lost.
5. Have different versions of MFA set up: Mulit-Factor Authentication, or MFA, is an added layer of security, but if you’re only having it send text messages to your phone, it might not be so helpful if that same phone is stolen. Consider adding MFA to other tools, such as Google Authenticator, for apps.

In the event that you do lose, or have your phone stolen, the most important thing you can do is ensure it’s locked, located, and listed as a stolen device. You can do this by:

• Checking for the device through Find My Phone: You can lock your phone remotely, or mark it as lost, which will block the use of critical features, such as your digital wallet.
• Reporting the theft: Let the relevant authorities know your device is stolen, and make sure to quote your IMEI. You may need a copy of this report if you’re planning to claim insurance.
• Contacting your bank(s): Call your bank to let them know your device is stolen. They can freeze your bank accounts, and suspend cards, including those in a digital wallet. 
  • Watch out – this also means you can’t access your own accounts, so make sure you have access to cash before doing this.

It’s vital you also change your passwords to critical accounts, and continue to monitor them to make sure there hasn’t been any further access. 

Checking your credit reports regularly can also be a helpful way to see if your details have been stolen and used. Tools like Canstar’s Free Credit Score Check allow you to check on your credit score every month.

While no-one wants to imagine any item of theirs will be stolen, taking ten minutes to prepare for the potential that it might, could save you in the long run.

If you need to make a report, check out the details for Crime Stoppers in your state:

• New South Wales
• Victoria
• Queensland
• Western Australia
• South Australia
• Tasmania
• Canberra
• Northern Territory