Lost, Stolen or Found Your Mobile Device?
If your mobile device or tablet has been lost or stolen, we recommend that you follow these steps to try and recover your device, protect your private info or to make an insurance claim.
- Step 1: Phone your number / Locate your device
- Step 2: Contact Optus to bar & block the device
- Step 3: Protect your personal data
- Step 4: Report the device lost/stolen to the police
- Step 5: If you have Optus insurance and want to claim
Found your device?
Not sure if it has been lost or stolen?
- If you have access to another phone, try calling your mobile number or send an SMS to see if you can hear your device ringing or if someone answers
- Check if there has been calls, messages or usage since you've noticed it was missing. See this article for assistance.
- If your device features a locator function (e.g. Find my iPhone) use it to locate your device. If it's shown to be in an unfamiliar place contact the police rather than recovering it yourself
Call Mobile Customer Service immediately on:
- 133 937 if in Australia
- +61 2 8082 5678 if you're overseas (free call from a roaming Optus mobile phone)
We will offer to:
Bar the service ~ required for insurance claims
This will prevent unauthorised outgoing calls and messages. Barring will also deactivate other services, such as cellular internet access on your device.
We will give you the option of IMEI (International Mobile Equipment Identity) blocking. IMEI blocking prevents another SIM card being used in your cellular device. This block applies to all carriers in Australia. It takes up to 24 hours to bar & block your SIM card and device. IMEI block will bar call/SMS and data from your handset/tablet device. More information on locating your IMEI number can be found here.
If you're not the account holder...
If you're not the account holder of the service you can request us to bar the service. However, the account holder must contact Optus within 24 hours to confirm that the barring is to remain active.
If you have mobile banking, social media, email and/or utility applications that hold or access personal data on your device, immediately change your usernames and/or passwords via an alternative mobile device or computer or contact your provider.
If your mobile device features a remote wipe function, you should consider using it to protect your personal data.
We recommend that you contact your local police station and file a police report for all lost or stolen cellular devices. The police will need to know your IMEI number to make a report.
Should you want to make a 'Device Protect' or 'Yes Cover' Insurance claim for your lost or stolen handset you must have filed a police report prior to making the claim. You're also required to block your IMEI (unique handset identifier) if making an insurance claim.
See this article for further details on Optus Device Insurance and how to make a claim.
If you want to replace your lost or stolen device, you can;
- Buy a new device online
- Get a Prepaid starter kit or Postpaid SIM card from an Optus Authorised Retailer or 'yes' Optus Shop for use in a spare Mobile Phone, Tablet or Modem. Once you have your new SIM card, all you need to do it activate it.
- Get a second-hand mobile device. When buying a used mobile device/tablet always check its IMEI number through the AMTA website to ensure that it's not barred/blocked. Optus can only unblock a device if the original account holder gives us permission to do so
Should you recover your lost or stolen phone, contact us to take off the bar and unblock your IMEI. Unblocking or unbarring your device can take up to 24 hours. We also recommend notifying the police if you've already filed a report with them.
You can call Mobile or Mobile Broadband Customer Service on:
- 133 937 from Australia
- +61 2 8082 5678 from overseas (this is a free call number from a roaming Optus mobile phone)