Help & Support

Lost or stolen phone?

If your device or SIM card is stolen or lost, please call us on 0345 301 4455 as soon as possible. If you don’t have access to another phone, you can contact us online.

We’ll block the device and SIM card to stop anyone else from using it.

We’ll transfer your number to a new SIM card and send it to you in 3 days. Once you get your new SIM you’ll need to contact us to remove a security bar.

If you’re a pay as you go customer and had top-up credit on your device when you reported it lost/stolen, we’ll also transfer this to your new SIM card.

You can make a claim for your lost or stolen phone if you have insurance with us. If you bought your insurance after 15 November 2017 then you’ll be on Tesco Mobile Protect. If you bought it before that date then you’ll be on Tesco Phone Insurance. For either type of insurance you can claim by calling us on 0345 030 3290.

Lost or stolen abroad

If your device has been lost or stolen abroad, then please call our Customer Care team as soon as possible on 00 44345 301 4455 from abroad. If you have access to a Tesco Mobile phone, you can also call us by dialling 4455.

Our Customer Care team will then bar your connection.

If you don’t have access to another phone, you can contact us online via webchat or our social media channels.

If your device has been lost or stolen, it’s important that you contact us as soon as possible. The longer it takes to report may affect how much it could cost you. We’ll bar your service from misuse within 24hrs.

If you request a new SIM card we can transfer your number over to it then send it to the address registered on your Tesco Mobile account.

If you have insurance you can make a claim whilst abroad.

Claiming on insurance whilst abroad

Our insurance covers you for travel in every country around the world for the duration of your policy.

If your device or SIM card is lost or stolen while you’re abroad, please call us on 00 44345 301 4455 as soon as possible. If you don’t have access to another phone, you can contact us online via webchat or our social media channels.

We’ll block the device and SIM card to stop anyone else from using it. You’ll need to request a new SIM card which will be sent to the address registered on your Tesco Mobile account.

You can contact our insurance team on 0345 030 3290. If you’re abroad, remember to dial +44 345 030 3290, replacing the + with the country’s international dialling code.

If you’ve damaged your device it needs to be returned within 15 days of you receiving your new replacement device. If timing allows then the damaged device can be sent back to us once you’ve returned to the UK.