Lost or stolen Phone? What to Do and How IMEI Blocking Helps

If your phone is lost or stolen, you can take immediate steps to protect yourself. Blocking your device stops anyone else from using it, prevents unexpected charges, and makes the handset unusable across all Australian mobile networks. This helps keep your personal information safe and reduces the risk of misuse.

AMTA operates Australia’s world‑leading IMEI blocking system, which allows mobile network operators to disable reported lost or stolen devices at no cost to you.

What should I do if my phone is lost or stolen?

1. Contact your mobile service provider immediately
   Ask them to block your device using its IMEI number.
   Once blocked, your phone will not work on any Australian network.
2. Report the theft to the police
3. Secure your personal information
   1. Change passwords for key accounts (email, banking, social apps).
   2. If you use cloud backup or device‑finding apps, attempt to erase or lock the device remotely.
4. Back up your data regularly
   This will help reduce the impact if your phone is ever lost or stolen.

Contact your provider to request an IMEI block

You must contact your mobile service provider directly to block or unblock a phone.

Customer service numbers:

• Telstra: 125 111
• Optus: 13 39 37
• Vodafone: 1555 (mobile) or 1300 650 410
• Virgin Mobile: 1300 555 100
• Lycamobile: 122 (mobile) or 1300 854 607
• Lebara: 1300 126 122

How IMEI blocking works

Every mobile device has a unique 15‑digit serial number known as an IMEI. Your IMEI number can be found by dialling *#06# on most devices, settings, or on the phone’s box or purchase receipt.

 When a device is reported lost or stolen:

1. Your provider adds the IMEI to a national blocking list managed in partnership with AMTA.
2. All Australian mobile networks receive the block.
3. The phone becomes unusable in Australia, even with a new SIM card.

This helps deter theft and reduces fraud. Around 150,000 devices are blocked each year in Australia, and 50,000 are later unblocked when returned to their owners.

Important: IMEI blocking cannot locate or track your phone. It only prevents it from being used on Australian networks.

Why block your device quickly?

• Prevents unauthorised calls or data use
• Protects your personal accounts
• Makes the phone worthless to thieves
• Helps reduce mobile theft in Australia

What you’ll need to request a block

To request IMEI blocking, you must:

• Have an active mobile service with an Australian provider
• Have used the device on that service
• Be able to contact your provider directly

What blocking does — and doesn’t — do

✔ What IMEI blocking does

• Makes the phone inoperable on all Australian networks
• Helps prevent unauthorised use
• Protects you from unexpected call or data charges
• Can be reversed by your provider if the phone is found

✘ What IMEI blocking doesn’t do

• It does not track or locate the phone
• It does not apply overseas (blocking only works within Australia)
• It does not block access to apps or accounts already logged in—so secure your accounts immediately

Important:
IMEI blocking is different from SIM blocking.
Your SIM can be cancelled or replaced by your provider, but this does not disable the device itself.

Tips to prevent mobile loss or theft

1. Treat your mobile like any valuable device

Phones can cost more than $1,000. Keep them secure, avoid leaving them unattended, and be discreet when using them in public.

2. Use your phone’s security features

Enable a PIN, passcode, or biometric lock.
Protect your voicemail with a secure PIN.

3. Keep your data backed up

Regular backups ensure your important contacts, photos, and files aren’t lost.

4. Know your IMEI number

Record your IMEI somewhere safe in case your phone goes missing.

Buying a second‑hand phone? Check its status first

Second‑hand phones may be blocked if previously reported lost or stolen.
Check the IMEI here.

Note: There may be a delay of up to 72 hours between a device being reported lost/stolen and appearing as blocked.

If you purchase a phone that has been blocked, carriers cannot unblock it.

Need help?

For general enquiries:
[email protected]