Loss of mobile phone

Verified 12 April 2021 - Directorate for Legal and Administrative Information (Prime Minister)

In case of loss of your mobile phone or smartphone, you must immediately contact your operator to have your line suspended. You can have your device replaced if you have insurance. You don't have to file a complaint with the police or the gendarmerie.

Reach your operator

You must report the loss of your phone to your operator to suspend your line.

Suspending your line means blocking your SIM card. No one will be able to make calls for you.

You must make this declaration either on your operator's website (from your customer area) or by calling your operator's emergency telephone number.

Prior to this declaration, you will be charged for communications made by a fraudulent user.

If you find your phone, your line (SIM card) can be reactivated.

FYI  

most recent telephones allow you to remotely erase the data (photos, SMS...) and disable access to emails and other applications.

IMEI Number

When you call your operator to have your line suspended, they must provide you with the number IMEI: titleContent (15 digits) from your phone. It's his ID.

This number can also identify your phone if the police or gendarmerie find it.

If you are insured for the theft of your mobile phone, you must communicate the number to your insurance.

FYI  

you can find your IMEI: titleContent in your customer area on your operator's website (in your account settings).

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General case

If you have lost your phone in an establishment or in a public transport (train, metro, bus...), you must contact the organization or business concerned as soon as possible.

If your search is not successful, you can contact the search department of your city hall.

Who shall I contact

FYI  

recent phones have a geolocation system that allows you to see where your phone is via an app or the website of the brand of the phone. Your phone's "location" feature must be enabled.

In Paris and small crown (92-93-94)

If you have lost your phone in an establishment or in a public transport (train, metro, bus...), you must contact the organization or business concerned as soon as possible.

If your search is not successful, you can contact the service of found objects of the Prefecture of Police of Paris.

Who shall I contact

FYI  

recent phones have a geolocation system that allows you to see where your phone is via an app or the website of the brand of the phone. Your phone's "location" feature must be enabled.

Attach your insurance

If you have a assurance for the loss of your phone, you can use it to replace it.

This can be insurance taken from your operator or that linked to your credit card, or travel insurance.

You need to contact your insurer soon after the loss.

The replacement depends on the insurance contract signed. For example, insurance can work in the event of theft, not in the event of loss. It is advisable to ask your operator.

The operator can ask you for more details before compensating you.

Misrepresentation

Making a false statement (such as claiming a violent assault when it's a pickpocket) to get your phone replaced is a case in pointswindle.

In addition, filing a false complaint with the police or gendarmerie is an offense punishable by 6 months in prison and €7,500 of fine.

Please note

the loss of a mobile phone may allow early termination of a subscription. You have to check whether your contract allows it.

If your phone contains apps such as your mailbox, bank account, social networks, it's a good idea to quickly change your passwords in each one.

Your passwords are stored in the memory of these applications. A thief can easily find them and use your confidential applications and data.

You can act early to minimize negative consequences and risks of fraud (e.g. use of your personal data).

These actions include:

  • Back Up often the data contained in your phone (on a computer, database, external hard drive, etc.)
  • Rate your IMEI: titleContentoutside of your phone. You can find it either in your customer area on your operator's website (your account settings), or in your phone's settings, or on its original packaging. You can also get it by tapping on your phone: *#06# and making the call.
  • Verify that the "location" of your phone is activated (it is in the confidential data of your settings)