Lost or stolen phone: what official guidance says to do

If a phone is lost or stolen, the official and industry sources describe locking and locating it from another device, asking the mobile provider to suspend the SIM and block the handset, reporting it to police, and securing the accounts on it. A lost or stolen phone can hold email, banking apps, photos, saved passwords and identity documents. Most phones have a built-in service that can lock the phone, show where it is and, if needed, wipe it from another device. This page explains what to do with a lost or stolen phone: how those services work, step by step, and how to block the phone, report it and protect accounts, as the phone makers, the mobile industry association, police and IDCARE describe. Each set of steps links to the official page, which has the latest version.

Why it matters

Speed makes a difference. A locked phone is much harder to get into, and a lock screen message can help an honest finder return it. Apple, for example, says to put a stolen device in Lost Mode “as quickly as possible”, because its extra theft protections only last for a set time.

There are three separate things to protect:

• The phone itself. Locking it, and blocking it by its IMEI number, makes it far less useful to a thief.
• The mobile service. Suspending the SIM stops calls, texts and data being used on the account.
• The accounts on it. Blocking the phone doesn’t log anyone out of apps. AMTA notes that IMEI blocking doesn’t stop access to apps or accounts that are already logged in, so passwords and bank access matter too.

How to lock and locate a lost iPhone

Based on Apple’s instructions (checked October 2026). Apple’s guide If your iPhone or iPad has been stolen has the latest steps.

1. On a computer or another device, go to iCloud.com/find and sign in with the Apple Account. Apple says no verification code is needed here, even if the missing phone was the trusted device that normally receives codes. The Find My app on another Apple device also works.
2. Under All Devices, select the missing iPhone.
3. Choose Mark as Lost and follow the prompts. This turns on Lost Mode, which locks the phone with its passcode.
4. Check the map. If the phone shows up somewhere unfamiliar, Apple says not to try to recover it yourself, and to contact local police instead.
5. Leave the phone in Find My. Apple warns, “Don’t remove the device from Find My,” because that removes Activation Lock, the feature that stops someone else setting the phone up as their own.

Apple says that if the phone was stolen, it’s better not to add contact details to the lock screen message, because a thief could use them to try to trick the owner. Lost Mode only works if Find My was turned on. If it wasn’t, the phone won’t appear, and Apple says to change the Apple Account password straight away.

How to lock and locate a lost Android phone

Based on Google’s instructions (checked October 2026). Google’s guide Find, secure or erase a lost Android device has the latest steps.

Google’s service is called Find Hub. Google says it’s turned on automatically when a Google Account is added to the phone. For it to work, the phone needs power, a mobile data or Wi-Fi connection, and to be signed in to that Google Account.

1. Open the Find Hub app on another Android phone or tablet, or go to the Find Hub website (android.com/find) in a browser. Someone helping a friend can tap Sign in as guest.
2. Sign in with the Google Account used on the lost phone, then select the phone from the list.
3. Look at the map. Google notes the location comes from GPS, Wi-Fi or mobile towers, so accuracy varies. If the current location isn’t available, the last known location may be shown.
4. If the phone might be nearby, choose Play sound. Google says it rings at full volume for five minutes, even on silent.
5. To lock it, choose Mark as lost, then Next. Add a contact number or email and a short message for the lock screen, then confirm with Mark as lost.

Google says a phone marked as lost locks with its PIN, pattern or password, and notifications and widgets are turned off.

How to lock a lost Samsung Galaxy phone with SmartThings Find

Based on Samsung Australia’s instructions (checked October 2026). Samsung’s page Using SmartThings Find has the latest steps.

Samsung says this works when the phone is signed in to a Samsung Account and Find My Mobile has been turned on.

1. In a web browser, go to smartthingsfind.samsung.com.
2. Sign in with the Samsung Account. Galaxy devices linked to the account appear.
3. Select the phone. Choose Ring to make it ring at full volume for up to a minute, even if it’s on mute.
4. Choose Lock to lock it remotely. Samsung says a message or emergency contact can be added to the lock screen, and that locking stops others turning the phone off.
5. Choose Track location to follow it. Samsung says the location updates every 15 minutes.

Google’s Find Hub page, described above, covers Android devices in general.

How to erase a phone that can’t be recovered

Erasing removes the owner’s data from the phone, but it’s a last step. Apple notes that “erasing your device can’t be undone,” so both Apple and Google describe trying everything else first.

iPhone. Based on Apple’s instructions (checked October 2026):

1. In Find My, or at iCloud.com/find, select the missing iPhone.
2. Choose the option to erase the device and follow the prompts.
3. Keep the phone in Find My afterwards, so Activation Lock stays on.

Apple says that on iOS 15 or later the phone can still be located after it has been erased, and that an offline phone starts erasing the next time it connects.

Android. Based on Google’s instructions (checked October 2026):

1. In Find Hub, select the lost phone.
2. Select Settings.
3. Select Factory reset for that device and confirm.

Google says this permanently deletes all data, but SD cards may not be erased. After the reset, the phone’s location is no longer available in Find Hub. If the phone turns up later, the Google Account password is needed to use it again.

How to block the phone and the SIM

There are two kinds of block, and they do different things.

Suspending the service. NSW Police and Victoria Police both say to “contact your service provider to stop or pause your service.” Apple also describes asking the carrier to suspend the account. This stops the SIM and the phone number being used.

Blocking the handset (IMEI blocking). Every phone has an IMEI, a 15-digit number that identifies the handset itself. AMTA, the mobile industry’s association, explains how IMEI blocking works:

1. Find the IMEI. AMTA says it can be found by dialling *#06# on most phones, in the phone’s settings, or on the box or purchase receipt. Google says the IMEI of an Android phone is also shown in Find Hub, under the device’s Settings.
2. Contact the mobile provider and ask it to block the phone using its IMEI.
3. The provider adds the IMEI to a national blocking list. According to AMTA, “All Australian mobile networks receive the block” and “the phone becomes unusable in Australia, even with a new SIM card.”

AMTA notes that cancelling a SIM “does not disable the device itself”, and that IMEI blocking “does not track or locate the phone” and “does not apply overseas.” AMTA says the provider has to be contacted directly to block or unblock a phone, and that the block “Can be reversed by your provider if the phone is found.”

How to report it to police

The police pages describe these steps:

• NSW Police describes reporting a lost or stolen device through its Community Portal (portal.police.nsw.gov.au), as set out on its mobile devices page. The same page lists 131 444 for non-urgent police assistance and 000 for emergencies.
• Victoria Police lists the Police Assistance Line on 131 444, an online report, or a local police station. It says the report will need the phone’s model and serial number.
• Both police services say to tell them if tracking software such as Find My is installed.

Apple says police may ask for the serial number, and that it can be found without the phone. Other states and territories have their own police websites.

How to secure accounts and money

The official and industry sources describe these steps:

1. Change passwords for key accounts. AMTA describes changing passwords for email, banking and social apps. The guide to securing online accounts with passphrases and MFA explains how those settings work.
2. Review the main phone account. Apple describes using another trusted device or account.apple.com to check the list of devices, remove any that aren’t recognised, and review the email addresses, phone numbers and recovery methods under Sign-In & Security. Google suggests securing the Google Account if the phone can’t be recovered. An account recovery plan explains recovery details and backup codes for when the usual phone isn’t available.
3. Contact the bank. Victoria Police describes notifying the bank if there are “unusual transactions.” The guide to banking and shopping on your phone explains how banking apps and one-time codes work.
4. Watch for signs of account misuse. The guide on what to do if an account is hacked explains the ACSC’s recovery steps.

Things to watch for

• “Your phone has been found” messages. Apple says it will never contact people to say a device has been found, and never to share a passcode, password or verification code. Messages like this can be an attempt to get the phone unlocked or removed from Find My.
• Removing the phone from the account. Taking a stolen iPhone out of Find My turns off Activation Lock, which Apple says makes it easier for a thief to resell.
• Going after the phone in person. Apple says not to try to recover it yourself if it shows at an unfamiliar location, and to contact police.
• Erasing too early. Once an Android phone is reset, Find Hub can no longer show where it is.
• Memory cards. Google notes SD cards may not be erased by a remote reset.
• Waiting periods on a new phone. Apple says a new device may have a waiting period before some security settings can be changed.

Common questions

What do I do if my phone is lost or stolen?

The phone makers, AMTA and police describe four jobs: lock and locate the phone from another device (Find My for iPhone, Find Hub for Android, SmartThings Find for Galaxy), ask the mobile provider to suspend the service and block the IMEI, report it to police, and change passwords for key accounts. Apple says to put a stolen device in Lost Mode “as quickly as possible”. The steps start at how to lock and locate a lost iPhone.

How do I block a stolen phone in Australia?

Through the mobile provider, which can suspend the service and block the handset by its IMEI number. NSW Police and Victoria Police both say to “contact your service provider to stop or pause your service”, which stops the SIM being used. For an IMEI block, AMTA says “All Australian mobile networks receive the block” and “the phone becomes unusable in Australia, even with a new SIM card.” AMTA notes it “does not apply overseas.” See how to block the phone and the SIM.

How do I find my phone’s IMEI number?

The IMEI is a 15-digit number that identifies the handset itself, and it’s what the mobile provider uses to block a phone. AMTA says it can be found by dialling *#06# on most phones, in the phone’s settings, or on the box or purchase receipt. Google says an Android phone’s IMEI is also shown in Find Hub, under the device’s Settings. See how to block the phone and the SIM.

What can I do if Find My or Find Hub wasn’t turned on?

The phone won’t appear in the service, so it can’t be located, locked or erased remotely. Apple says to change the Apple Account password straight away in that case. The mobile provider can still suspend the service and block the IMEI, and police can still take a report. Reviewing the devices and recovery details on the main phone account is covered in how to secure accounts and money.

Can a lost phone still be tracked after it’s erased?

It depends on the phone. Apple says an iPhone on iOS 15 or later can still be located after it has been erased, and that an offline phone starts erasing the next time it connects. Google says an Android phone’s location is no longer available in Find Hub after a factory reset, and that SD cards may not be erased. Apple notes that “erasing your device can’t be undone.” See how to erase a phone that can’t be recovered.

Should I go and get my phone if I can see where it is?

Apple says not to try to recover it yourself if it shows up at an unfamiliar location, and to contact local police instead. NSW Police and Victoria Police both say to tell them if tracking software such as Find My is installed, and Victoria Police says a report will need the phone’s model and serial number. See how to report it to police for each service’s contact details.

Where to get official help

• Apple Support, Android Help and Samsung Australia for locking, locating and erasing a phone. Samsung Australia’s SmartThings Find page lists its technical support on 1300 362 603.
• The mobile provider, to suspend the service and block the IMEI.
• NSW Police, Victoria Police, or the police in other states and territories, to report it.
• IDCARE, on 1800 595 160, if personal information may be misused. The guide on identity theft warning signs and recovery explains more.

The ACSC’s mobile phone guidance describes remote tracking as a way to locate a phone or erase its contents. When it’s time for a replacement, see how to set up a new phone securely.