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Lost or stolen phone/SIM

If you’ve lost your phone/SIM or it’s been stolen, it’s important to report this as soon as possible. Please follow the advice below.

You can report your phone/SIM as lost or stolen in My Account. Once you’ve logged in, just head to Manage account then select Lost or stolen phone and follow the instructions. We’ve made it easy for you to block your phone/SIM, so nobody else can use it. You’ll also be able to order a replacement SIM to your home address – and you’ll be able to keep your number.

Alternatively, you can give us a call on 0345 301 4455. If you’re abroad, you’ll need to call +44 345 301 4455, replacing the + with the country’s international calling code.

If you’re a business customer, you’ll need to call 0345 601 2448 (or +44 345 601 2448, if you’re abroad – replacing the + with the country’s international calling code).

You can also get in touch with us via web chat or social media (Facebook or X).

You can report your phone/SIM as lost or stolen by giving us a call on 0345 301 4455. If you’re abroad, you’ll need to call +44 345 301 4455, replacing the + with the country’s international calling code. You can also get in touch with us via web chat or social media (Facebook or X).

We’ll block your phone/SIM, so nobody else can use it. You’ll also be able to order a replacement SIM to your home address – and you’ll be able to keep your number.

If your SIM had credit on it when you reported it as lost or stolen, we’ll transfer this credit to your replacement SIM.

You can make a claim for your lost or stolen phone/SIM if you have insurance with us. If you took out your insurance from 15 November 2017, you’ll be on Tesco Mobile Protect. If you took out your insurance before 15 November 2017, you’ll be on Tesco Phone Insurance.

For either type of insurance, you can make a claim by giving us a call on 0345 030 3290. If you’re abroad, you’ll need to call +44 345 030 3290, replacing the + with the country’s international calling code.

Frequently asked questions

You can block any of the phones/SIMs on your account by selecting the number in the drop-down list. 

To unblock your phone/SIM, just log in to My Account and select Manage account, then follow the instructions. Please be aware, you won’t be able to use your original SIM if you’ve ordered a replacement SIM.

If you’ve ordered a replacement SIM and it’s already on its way to you, you won’t be able to use your original SIM.

If your SIM is still blocked, you can log in to My Account at a later date and order a replacement SIM. Once you’ve logged in, just select the Request replacement SIM here option.

Once you’ve ordered your replacement SIM, it should be with you within 3 days.

Unfortunately, if you’ve recently changed your address, you won’t be able to order a replacement SIM.

You're not able to do this in the app just yet.

If you’re a pay monthly customer, you can report your phone/SIM as lost or stolen in My Account. Alternatively, you can give us a call on 0345 301 4455 (or 0345 601 2448, if you’re a business customer). You can also get in touch with us via web chat or social media (Facebook or X).

If you’re a pay as you go customer, you can report your phone/SIM as lost or stolen by giving us a call on 0345 301 4455. You can also get in touch with us via web chat or social media (Facebook or X).

If your SIM was in your phone when you lost it, we recommend you block both as soon as possible, to stop anyone else from using them.

If you only block your phone, someone could remove your SIM and use it in another phone. Similarly, if you only block your SIM, someone could use your phone with another SIM.