Lost, stolen or found your mobile device?

This article outlines the steps to take if you have lost your mobile phone or tablet, or suspect it may have been stolen. Contact us below to report the lost device for help

If your still need some assistance, follow the steps below:

1. Determine if your device has been lost or stolen?

To determine whether your device has been stolen, or is simply lost, try the following steps:

Try calling your mobile phone number from another phone. Listen if you can hear the device ringing.
If your device has a 'location feature' (e.g. Find My iPhone or Find My Device) or use it to locate your device.
Check for any calls, messages of data usage since your device went missing.

2. Block your device and SIM card

We recommend blocking your device and your SIM card. Blocking your SIM will prevent any unauthorised usage and additional charges on your account. Blocking your device ensures your mobile phone can't be used on any Australian mobile network with another SIM card.

Note: It may take up to 24 hours to block your mobile phone and SIM card. If you have AutoRecharge active, you'll need to cancel it manually. Check out how to do that here.

Here's how to block your device and/or SIM card:

Log in to My Account
Select your service
Select Settings
Select Show all settings
Select Lost or stolen phone (block/unblock)
Select the appropriate option:
- Block my phone and SIM: this will block your phone handset and the SIM (Recommended)
- Block my phone only: this will only block your phone handset
Select Save

3. Contact the police

4. Protect your personal data

5. Make a claim (Insurance claims only)

6. Replace your SIM and device

SIM Replacement You can pick up a new SIM at your nearest Optus store. Remember to bring 100 points of ID and to ask for your service to be unblocked (remove service restrictions). If you can't get to a store or you're living in a rural area, call us to organise a replacement SIM card. Device Replacement You can pick up a replacement device at your nearest Optus store. Remember to bring 100 points of ID. Alternatively, you can buy a new device online. Important: if you choose to buy a second-hand device, check the IMEI number to ensure it hasn't been barred or blocked. Optus can only unblock a device with the original Account Holder's permission.

I replaced my SIM but I can’t make calls, use data or send texts

I found my device but I can’t make calls, use data or send texts

If your device was previously blocked, then this will need to be removed.

Log in to My Account
Select your service
Select Settings
Select Show all settings
Select Lost or stolen phone (block/unblock)
Select the appropriate option:
- Block my phone and SIM: this will block your phone handset and the SIM (Recommended)
- Block my phone only: this will only block your phone handset
Select Save