If your device has been lost or stolen, there’s no need to worry. We’re here to help – and to keep you connected. The first thing you’ll need to do is to let us know within 24 hours – but ideally as soon as you know you no longer have your device. We can then send you a new SIM* with your existing number, while blocking your old device.
My phone or connected device was stolen
If your device has been stolen in addition to letting us know, you should contact the police within 24 hours the report the theft. You’ll be given a Crime Reference Number, which you’ll need to include in your insurance claim. This helps us process your claim quickly and ensure your information is protected.
My phone or connected device is lost
If you lose your device, tell us as soon as you can. We’ll cap your liability for any unauthorised calls or data usage up to £100.
You may also be able to get a loss reference number from the police or a relevant authority (such as Transport for London) – this can help support your insurance claim.
Finding your device
You may be able to locate and/or remotely lock your device if it’s lost or stolen using the Find My (iOS) or Find (Android) services. If you activate the service on your device, it can show you where your device is or show a message if someone finds it. You can also lock and/or erase your device remotely – depending on your device/operating system.
Use our device guides to see if you can activate the service(s) on your phone or tablet.
How to contact us if your device is lost or stolen
Our opening hours are:
• Monday - Friday 8am - 9pm
• Saturday 8am - 8pm
• Sunday 8am - 6pm
If you're a Pay Monthly customer, call 0344 809 0202.
If you're a Pay As You Go customer, call 0344 809 0222.
If you're a Business customer, call 0800 977 7337.
Had your device stolen or lost while abroad? Please call +44 7860 980 202.
Lost or stolen device – what next?
We’ve given our barring process a bit of a refresh, so you might now be able to use My O2 to apply a bar on your stolen device. Just sign in to My O2 to apply, view, or manage a bar on your service.
If you don’t have the option to apply a bar in My O2 just yet, no need to worry. This will be available to you soon.
Please note, you won’t be able to manage bars on incoming or outgoing text messages in My O2 – if you need help with this, please get in touch.
You should think about changing the passwords on important online accounts – like email, banking or social media. It’ll help stop any unauthorised use of your personal information.
If you need to make a claim (and you’re covered by O2 Insure), you can do this 24/7 by using our online claims portal.
You can also make a claim by calling us if you’d prefer.
If you need to replace your phone, one of the following options may work for you:
• Log in to My O2 to see your upgrade options
• Browse our shop for PAYG, contract and SIMO options
• Choose from our Like New range – complete with 12-month warranty
Got your lost or stolen device back? That’s great to hear. If that’s the case, there are a couple of things to think about once it’s returned.
• If we’ve sent you a new SIM, use that – your old one will no longer work
• Talk to us about removing any bars that may be on your account
• You’ll also need to call us because your device will be blacklisted and won’t be able to use our network any more.
• Get in touch with your insurance company if you’ve made a claim to find out if there’s anything you need to discuss. If you make a claim via O2 Insure, please call us to talk about next steps as you'll need to return the device to O2.
Last updated: 27/10/2025
