Loss of mobile phone

Verified 28 February 2024 - 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 don't have to file a complaint with the police or the gendarmerie. You can have your device replaced if you have insurance. We present you with the information you need to know.

Step-by-step approach

To protect your sensitive data from the loss of your phone, you can try to locate and lock your device remotely.

To do this, you can use a location app or built-in tools like "Locate my iPhone" or "Locate my Android device".

FYI  

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

If your phone contains apps such as your mailbox, bank account, social networks, it is recommended to quickly change your passwords in each of them.

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

Reach your operator

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

Suspending your line means disabling 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.

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).

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

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.

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. You need to ask your operator.

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

Warning  

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 a offense punishable by 6 months' imprisonment and €7,500 of fine.

Provident advice

Published on 28 February 2024

You can take proactive measures to minimize the negative consequences of a lost or stolen phone and the risks of fraud (e.g. the use of your personal data).

These actions include:

  • Avoid exposing your phone (example: don't leave it unattended on a coffee table or in front of passers-by in an unlocked car or on public transport)
  • Store the phone in a secure space
  • Secure your phone with a password, facial recognition or fingerprint to limit unauthorized access to your personal information
  • Often back up the data contained in your phone (on a computer, database, external hard drive, etc.)
  • Rate your IMEI: titleContent outside 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)
  • Download an anti-theft app that can help locate, lock and clear remote your phone data in case of theft.

Who can help me?

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