Lost or stolen phone FAQs - Report unauthorized charges

General Information

  1. What do I do if my phone is lost or stolen?

    Our How to replace a lost, stolen or broken phone, tablet or other device page has instructions for what to do if your device is lost or stolen.

  2. Is there a way to find my phone or lost device?

    Refer to our How to Find Your Phone page for possible ways to locate your lost or stolen device.

Unauthorized Charges

  1. What if my bill shows unauthorized charges because my device was lost or stolen?

    If your bill shows charges to your device after it was lost but before you reported it, and you want a credit for those charges, contact us and we'll investigate your account activity.

    You don't have to pay the charges in question while they're being investigated. Also, we'll give you a courtesy suspension of recurring monthly fees for up to 30 days, if you haven't received one within the prior year.

    Further information regarding the theft or loss may be required.

  2. If my phone is missing for several days before I notice it's missing, how will I be able to show that the person using it wasn't authorized to do so?

    We'll take all facts and circumstances into consideration. In addition, we'll review your account, and compare the usage during the time that the phone was missing to the time when the phone was in your possession. If the phone was used to contact entirely different phone numbers, this may indicate to us that the phone was being used by someone not authorized to do so.

    We'll consider all relevant information when deciding your claim, including any documentation you can provide that shows the phone wasn't in your possession at the time of the calls.

  3. I reported unauthorized charges made on my account. How long will it take for you to complete your investigation and resolve the issue?

    We'll try to resolve any dispute regarding unauthorized charges within 30 days. You're not required to pay the disputed amount while our investigation is pending.

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