Immediately call your mobile operator to suspend the SIM, ask them to place an IMEI block and trigger a remote locate or wipe via the device tracking service (Apple’s Find My or Google Find My Device). Have the device’s IMEI or serial ready – locate it on the original box, purchase receipt, or your carrier/account dashboard.
Notify local police where the item was taken, make a formal statement and obtain an official police case number along with the officer’s name and station address. Provide exact time, street intersection or GPS coordinates, witness names and the device identifiers; request a written copy of the official record for insurers and your carrier.
Change passwords for primary email, cloud, banking and social accounts immediately and revoke device access from account security pages (appleid.apple.com, myaccount.google.com/security). Contact card issuers to freeze or replace payment instruments used on the device and ensure two-factor authentication is moved to a trusted device or authenticator app.
Ask the operator to add the IMEI to international blocklists (GSMA/blacklist) and get written confirmation of the suspension. Assemble documentation for claims: purchase receipt, serial/IMEI, carrier suspension confirmation, tracking screenshots and the police record; submit these materials to your travel insurer or card benefits unit with a clear chronological timeline of events.
Securing your device remotely using Find My iPhone or Find My Device
Immediately activate Lost Mode (Apple) or Secure Device (Google) at iCloud.com/find or google.com/android/find to block access and display a contact number and custom message on the lock screen.
Apple (Find My): Sign in with your Apple ID at iCloud.com/find or open the Find My app on another Apple device → select the missing device → choose Lost Mode. Enter a reachable phone number and short message; Lost Mode locks the screen with your passcode, suspends Apple Pay, enables location reporting (including via the Find My network when offline), and retains Activation Lock tied to your Apple ID. Use Erase iPhone only if recovery is unlikely–erasure removes personal data but stops further tracking.
Google (Find My Device): Sign in at google.com/android/find or use the Find My Device app → choose the device → tap Secure Device. Set or confirm a lock-screen PIN and add a recovery message plus phone number. The console shows the last known location and timestamp; commands queued while the device is offline execute once it reconnects. Use Erase Device when necessary, understanding that erasing removes account access and location capability.
Prerequisites: device must be signed into the corresponding Apple ID or Google Account, location services and remote-find features enabled beforehand, and the battery must allow connectivity; offline devices will process commands when they next connect to the internet.
Immediate follow-ups: change the Apple ID or Google account password, revoke third‑party app access from account security pages, disable payment methods via Apple ID or Google Pay portals, notify your mobile carrier to suspend the line, and enable two‑factor authentication if not already active. Preserve the option to remotely erase until you exhaust recovery attempts, since erasure terminates future location updates.
Contact your mobile carrier to suspend service and request an IMEI block
Call your carrier immediately from an alternate line or use their international support channel to suspend the SIM and request that the device IMEI be blacklisted.
Have these ready on the call: account number, account holder name, account PIN/PUK, the device IMEI (retrieve via Settings → About or by dialing *#06#), and the last bill date or invoice number.
If located outside your home network area, use the carrier’s roaming/emergency number or online account dashboard to trigger a remote SIM suspension to stop further charges.
Ask the agent to add the IMEI to both the national operator blacklist and the GSMA/central IMEI database if available; confirm whether the block will apply only to domestic networks or also to roaming partner networks.
If the operator requires a police case, supply the police reference number plus proof of ownership: sales receipt, original box with IMEI label, or photos showing the IMEI and serial.
Request written confirmation containing agent name, reference ID, timestamp, and exact actions taken (SIM suspended, IMEI blacklisted) and save screenshots, emails, or chat transcripts for insurance and follow-up.
Verify status within 24–72 hours: check the carrier portal or GSMA IMEI checker and test the device with an alternate SIM to confirm network refusal; escalate to regulatory authority or consumer protection if no action is recorded.
File a police complaint locally: required information and documents to bring
Go to the nearest police station immediately with your passport (original + copy), proof of local address, the device’s IMEI/serial and exact model, the date/time and precise location of the incident, and proof of ownership (receipt, invoice or order confirmation).
Information to provide
IMEI or serial number (dial *#06# or check device box/email), device make and model, SIM number and mobile carrier, last known GPS coordinates or address with timestamp, concise description of events, any suspect details, related phone numbers or account identifiers, screenshots from tracking services and evidence of remote disable or access attempts, names and contact details of witnesses.
Documents to bring
Passport or national ID, visa/entry stamp if applicable, hotel booking or temporary address confirmation, original purchase receipt or bank/credit-card transaction showing purchase, SIM packaging or account statement, printouts/screenshots from Android Find My Device or Apple Find My, insurance policy and claim contact, photos of the device or original box if available.
Obtain a written case/incident number, the investigating officer’s name and contact details, and request an English translation or bilingual summary when the report is issued in another language; keep multiple copies for your carrier, insurer and embassy.
Official travel and consular guidance: https://travel.state.gov/
Use manufacturer portals; carrier portals to erase data, revoke device access
Sign into the device maker’s remote-management portal immediately: Apple – icloud.com/find; Google – google.com/android/find; Samsung – findmymobile.samsung.com. From each interface choose the Erase/Wipe command; enable the platform-specific reactivation protection where available (Apple: Activation Lock remains after erase; Google: Factory Reset Protection if PIN or lock screen was set; Samsung: Reactivation Lock must be active to block post-reset use).
Collect these items before contacting your mobile operator: IMEI (found on original box, receipt, Google Play device list, or via account settings), device serial number, account number, last payment date, government ID, local police reference number when available. Provide the IMEI to the operator to request a network blacklist entry; ask for a written case reference and an expected completion time.
Expect behaviour differences by vendor: erase commands execute immediately when the device is online; if offline the instruction queues until the next connection. Erase removes user files but may not remove carrier-side provisioning; deactivate SIM association through the carrier portal to stop voice, SMS, data billing. Retain screenshots or confirmation emails from every portal action; these are required by some carriers when escalating to a national blacklist or the GSMA database.
Revoke account access from web consoles after issuing an erase: reset the account password for the device maker account, revoke app-specific passwords, remove device from the account list. For Google accounts use myaccount.google.com/security to sign out devices and revoke OAuth tokens; for Apple use appleid.apple.com to change Apple ID password and remove the device from the list of trusted devices.
| Portal | Primary action | Required data | Expected result | Notes |
|---|---|---|---|---|
| Apple iCloud (icloud.com/find) | Mark as Lost; Erase Device | Apple ID, device serial or IMEI | Remote wipe when online; Activation Lock persists | After erase require Apple ID to reactivate; request proof from carrier if needed |
| Google Find My Device (google.com/android/find) | Secure Device; Erase Device | Google account credentials, IMEI if available | Queued wipe until next connection; FRP may prevent reuse | Change Google password immediately to revoke sessions |
| Samsung Find My Mobile (findmymobile.samsung.com) | Locate; Lock; Erase; Reactivation Lock | Samsung account credentials, IMEI | Remote erase possible; Reactivation Lock blocks re-use | Remote unlock option exists if you regain control |
| Mobile operator portal | Suspend service; Request IMEI blacklist | Account number, IMEI, ID proof, police reference when required | Local network blocked quickly; international blocks require GSMA submission | Ask for written confirmation; escalate to international support if roaming is a concern |
When contacting the operator use secure channels inside your account portal where possible; obtain a case number for follow-up. If the local operator refuses a blacklist without a police reference submit whatever documentation you have; maintain copies for embassy contact or insurer claims. If the device is recovered later do not accept reactivation without the original account credentials; request operator removal from blacklist only after safe return.
Notify embassy or consulate; request guidance on local procedures
Call the nearest embassy or consulate immediately using the emergency contact from the official website; give your full name, passport number, exact location, incident date and time, short description of the missing device, IMEI or serial if known, local police reference if already obtained, request consular assistance contacting local authorities.
Documents to have ready
- Passport photocopy and original when visiting the mission
- Local address or hotel booking confirmation
- Proof of ownership: purchase receipt, retailer account screenshot, device IMEI listed on account page
- Screenshot of device listing from manufacturer account (Apple ID, Google)
- Photo of the device or protective case, last known photos taken with the device
- Any SMS or email evidence related to the incident
Practical requests to make to consular staff
- Ask for the exact phone number, email and office hours of the local police station that handles loss or theft cases
- Request consular liaison to call local police on your behalf if language or security concerns exist
- Request a stamped, written police incident reference; insist on official stamp or reference code for insurance claims
- Ask for a list of local lawyers who handle personal property matters, including contact details and fee structure
- Request assistance contacting your mobile carrier to block service using IMEI; obtain carrier contact information useful for follow-up
- Ask whether the mission can issue an emergency travel document or temporary passport, list required items and processing time
- Request translator or interpreter referrals if police statements must be given in the local language
Sample phone script to the consulate:
- “My name is [Full Name], citizen of [Country], passport number [####]. I am at [address]. On [date] my device was taken. I need consular help to obtain a police incident reference and to contact my carrier.”
- “I have the following documents: passport copy, proof of purchase, IMEI [#####]. Please confirm what I must bring to the office and whether you can contact local police on my behalf.”
- “If an emergency travel document is needed, please advise required documents, fees, and expected processing time.”
Quick in-person checklist for a consular visit: passport, printed police incident reference if available, copies of ownership proof, screenshots of account pages showing IMEI, one passport photo, payment method for consular fees, written list of questions for local police and carrier contacts.
Replace your SIM and recover accounts: password resets, 2FA, and backup restoration
Contact your mobile carrier immediately to request a SIM replacement that preserves your original number and ask them to add a fraud/port freeze on the line; provide passport, account PIN, and IMEI or device serial (found on purchase receipt, device box, or provider account pages).
Carrier actions and documentation
Call the operator’s international support if you’re away from your billing country and insist on same-number reissue; request expedited courier delivery if available. Ask the agent to: deactivate the old SIM, flag the account against unauthorized porting, record an incident note, and provide a reference number. If the carrier requires in-person ID to issue a duplicate, confirm which documents (passport, local visa, proof of address) they accept.
Account recovery: passwords, sessions, 2FA migration, backups
Use a trusted device or a temporary secure machine to change credentials before re-adding any authentication methods. For each major provider visit the account security page and perform these actions: change the primary password (use a unique passphrase of ≥12 characters), review active sessions and remove any unknown devices, revoke third-party app access, and regenerate application-specific passwords where used. Relevant links: Google – https://myaccount.google.com/security; Apple – https://appleid.apple.com; Microsoft – https://account.microsoft.com/security; Facebook – https://www.facebook.com/settings?tab=security.
Replace SMS-based verification with an authenticator app or a FIDO2 hardware key as soon as you regain the phone number on a new SIM. Recommended sequence: install Authenticator (Authy for multi-device backup or Google Authenticator for local-only), set it up by scanning each service’s QR code under 2‑Step/Two-Factor settings, save freshly generated backup codes to an encrypted password manager and to an offline printout. For accounts that support security keys, register at least one hardware key (YubiKey, Feitian) via the provider’s 2FA settings and store it separately.
For providers using OAuth tokens (Google, Apple, Microsoft), go to the “Apps with account access” or “Third-party access” section and revoke tokens issued to unknown apps; then sign back into trusted apps only. For email and cloud services enable account recovery options (secondary email, recovery codes) but remove phone-based recovery if you cannot secure the number yet.
Restore service-specific backups: WhatsApp requires the same phone number and the same Google Account (Android) or iCloud account (iOS) – reinstall the app, verify the number on the new SIM, and follow the restore prompt to pull the chat backup. Signal (Android) needs a locally created encrypted backup file and the backup passphrase; Signal (iOS) uses transfer via the in-app migration with both devices present. Telegram is cloud-based – sign in with the code received on the new number. For iCloud and Google Drive device backups sign into Apple ID or Google Account, and follow the standard device-restore procedures; expect encrypted backups (iCloud, Android full-device backups) to require the account password and sometimes the 2FA code.
If you lack access to SMS for account recovery during SIM reissue, use provider-specific account recovery forms and supply proof of ownership: purchase receipts, last successful login timestamps, device IMEI, and registered recovery emails. For financial institutions call the bank’s security line, request a temporary hold on transfers or card reissuance, and switch transaction alerts away from SMS to app-based notifications where supported.
Finalize by generating fresh backup codes for every service that provides them, exporting contacts from Google Contacts or iCloud to a local file, and adding at least two independent second-factor methods (authenticator app plus hardware key or backup phone number) so loss of one method won’t block future access.
Questions and Answers:
What are the first actions I should take immediately after my phone is stolen while traveling?
Put your personal safety first and move to a safe place. From another device or a hotel/business center, lock the phone with Apple’s Find My or Google’s Find My Device to display a contact message and prevent access to home screen data. Change passwords for email, cloud accounts, banking and social networks, and sign out active sessions where possible. Call your mobile operator to suspend the SIM and ask about blocking the device by IMEI; you will usually need the IMEI and a police report. Report the theft to local police and get a written report or case number to give to your carrier and insurer. Notify banks and payment apps to freeze transactions or de-register the device for mobile payments. Avoid confronting anyone who may have the phone; let law enforcement handle recovery attempts.
Can my home carrier stop a stolen phone from working in the country where it was taken?
Yes. Carriers can suspend the SIM so the thief cannot use your number, and they can add the device’s IMEI to a blacklist that prevents it from accessing mobile networks. Some countries share blacklist information through the GSMA IMEI service or regional agreements, so the block may apply across borders, but coverage varies by network and country. To request a block you will normally need to provide proof of ownership, the IMEI/serial number and a police report. Keep in mind a blocked phone may still work on Wi‑Fi, and there are illegal methods to alter IMEIs, so blocking reduces but does not eliminate misuse. Also notify your roaming provider if you were on roaming so they can flag suspicious activity on your account.
Should I lock the phone remotely or erase its data first?
Lock the device first so it becomes harder for anyone to open and use. Both Apple and Android services let you set a lock message and attempt to locate the device. Erasing the phone removes personal data but also stops remote tracking from that service, so you should only erase if recovery looks unlikely or if sensitive accounts cannot be secured by other means. If law enforcement asks you not to erase because they may be able to recover evidence, follow their guidance. For Apple devices, Lost Mode keeps Activation Lock active; for Android, locking can be followed by a remote erase if needed.
How do I file a police report abroad that will be accepted by my insurer and my phone company?
Go to the nearest police station as soon as possible with your passport, flight details, proof of phone purchase (receipt or serial/IMEI), and any account information. Provide a clear statement about where, when and how the phone was stolen. Ask the officer for a written report or case number and request a copy in English or a certified translation if one is not available. Many insurers require the official police report within a set period, so note their deadline and send them a copy quickly. Give the report to your carrier when requesting IMEI blocking; carriers generally require a police reference to process such requests. If you have trouble with language or local procedures, contact your embassy or consulate for advice and assistance.
My phone had my authenticator app and banking apps. What steps should I take to secure my accounts?
Act immediately from another trusted device. Change passwords on your email and accounts that use that email for recovery. Use account security pages to remove the lost device from the list of trusted devices and revoke app-specific passwords or tokens. Contact your bank and payment services to freeze or unlink the stolen device and to monitor or block transactions. If your phone held an authenticator app, restore 2FA using backup codes or account recovery flows; if those are not available, contact each service’s support to regain access. Request a replacement SIM from your carrier or suspend the number to stop SMS codes from being intercepted. Finally, set up a new authenticator or hardware 2FA on your replacement device and verify account access from that device.
