What to do if you’ve lost your phone

Losing your phone can send you into a frenzy of panic and worry - most of us have been there. However, panicking can make it harder to think and focus. The first step is to recover your phone quickly and think back to when you last had it to see if it is still there. You need a clear head to find your phone, so try not to panic excessively.

• 10 steps to take if you’ve lost your phone?
• What happens if you have an online or mobile-only bank account?
• How to avoid losing your phone in the future

While trying to recover your phone is a priority, you should also secure any accounts and apps you have installed. This is especially important if you use mobile banking or have a banking app on your mobile.

Here’s what to do if you’ve lost your phone …

10 steps to take if you’ve lost your phone

Steps you can take include:

1. Borrow another phone to call your lost phone. 
   Calling your phone may help you find it, or if someone answers your phone, you may be able to organise a way to have it returned. If you’re prone to leaving your phone on silent/do not disturb, move on to step 2.
   
   
   
2. Try to locate it. 
   Apple users: If you have another Apple device, use the Find My iPhone app. This sends a message to the missing phone. If somebody finds your phone, they’ll see a contact number appear on the screen to get in touch. They won’t be able to unlock your phone. You can also head to iCloud to find your device by logging in.  You can get more information on Apple: Find My Support.
   
   Android users: You can use the ‘Find my phone with Google’ feature. Head to Google Find My Device and log in with your Google account. Select your device. You’ll be presented with a dashboard containing its exact location, plus the ability to turn it off or ring it. It will switch to loud mode if it is on silent.
   
   
   
3. If you can’t find your phone or have no way to locate it. 
   Contact your network provider immediately to lock it down. It would be best if you did this as soon as possible to avoid high costs, from calls and texts to data usage. You need to make sure no one is running up a bill.
   
   Ask your network provider for the phone's identification number (IMEI). They can also lock your SIM card. You'll get another when you get your new phone.
   
   
   
4. Contact your bank if you access your account via your phone. 
   If you have a mobile bank, jump to "What happens if you have an online or mobile-only bank account?”.
   
   
   
5. Cancel or freeze any cards connected to your mobile.
   This includes debit cards, credit cards, prepaid cards and business accounts linked to your Apple Wallet, Apple Pay or Google Pay accounts. We have created a Lost and Stolen Card Directory for most of the UK's debit and credit card providers. Use the search bar to find and contact your provider quickly. You may also be able to block or freeze your bank or credit card online by logging in to your bank account.
   
   
   
6. Report your phone lost (or stolen) to the police. 
   You can call 101 in the UK. You will need your IMEI number – this is normally on the packaging. Or you can also ask your network provider for it if you purchased the phone from them. Get a crime number (or a police report if overseas), which you’ll need to make an insurance claim.
   
   
   
7. Log in to your accounts and apps to change passwords. 
   For example, Facebook, Instagram, Skype, etc. Select the option to log out of all sessions to force out any other devices connected to your accounts. Many other online accounts let you do the same, such as Google and Twitter.
   
   
   
8. Blacklisting.
   If your phone is still not recovered, consider blacklisting the device via your network provider and wiping data. This will stop others from being able to use it.
   
   
   
9. Check if you are insured. 
   This is sometimes included in bank account fees or other insurance policies, such as travel or home insurance. Remember, you’ll need to contact your insurance and network provider as soon as possible. Otherwise, you may not be covered for any bills if your phone is used. Many banking apps will need a fingerprint ID to access them, but this does not mean you should not notify your bank immediately.
   
   
   
10. Keep an eye on your credit report
    If your lost phone is accessed or hacked, there is a chance fraudsters may try to use your details to access money or take out credit in your name. Make sure you view your credit report regularly, monitor any changes or searches for credit applications made on your credit report and report these immediately - this can include credit card, personal loan and short term loan applications.

What happens if you have an online or mobile-only bank account?

If your phone is lost or stolen and your phone is not locked, a passcode or fingerprint is usually required to access your online or mobile-only bank account app. Even so, with the rise in mobile phone fraud, you should contact your bank immediately if your phone is stolen with a banking app installed. Your bank may also provide you with additional steps you can take or log you out of accounts. And remember to contact your network provider to lock down your phone so it cannot be used.

How to avoid losing your phone in the future

No matter how careful we are, we can all make mistakes. By taking these steps before you lose your phone, you can save time and keep your phone/accounts secure.

• Make sure your device is set to be visible if lost – for example, set yourself up on the Find My iPhone app. 
• Keep your phone's identification number (IMEI) somewhere safe.
• Ensure the phone is password-locked or protected by thumbprint lock or face recognition.
• Check if you have any insurance coverage for phone loss or theft. This is sometimes available via your bank or even home insurance. Some insurers require you to register the phone with them first.
• Consider allowing a family member to track your phone.

Concluding

Mobile banking and online bank accounts are becoming increasingly popular. But that can make losing your mobile phone more stressful. It does help to have an idea of the steps you need to take to recover it. And if that is not possible, take the necessary precautions to protect yourself, your personal information and your finances by getting it blocked immediately through your network provider and contacting your bank.

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