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.

Jump to:

Found your device?

Step 1: Phone your number / Locate device / Check usage

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

Step 2: Contact Optus

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.

Block the IMEI number ~ required for insurance claims

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.

Step 3: Protect your personal data

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.

Step 4: Contact the Police ~ required for insurance claims

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.

Step 5: If you have 'Device Protect' or 'Yes Cover' Insurance

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.

Want to replace your device?

If you want to replace your lost or stolen device, you can;

Device Recovered / Found?

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)