Losing one's SIM card or phone is a distressing experience but we created solutions to help our members protect their phone number and credits, block their phone and get the appropriate documentation for their insurer.
As soon as you notice that your phone or SIM card has disappeared from view, you can come to the website to let us know.
There you'll have two choices:
Bar your SIM and phone or
Bar your SIM only
We advise you to let us know as soon as possible so we can block your phone and/or SIM to prevent any fraudulent usage. Blocking your SIM card or phone will take a few minutes and will make it impossible for anybody to use.
SIM Swap is the quickest way to block your SIM and get the control of your phone number again, but it does not block your phone. If you have an unactivated SIM card at hand you'll be able to use your number again in a few minutes.
If you feel that the best option is to SIM Swap, then head over to our dedicated SIM Swap guide.
If you have selected to block your phone it will be put on a national blacklist and no one will be able to use it.
Once your phone has been blocked, we advise you to change the passwords for the different applications you may have been running on your phone (email, instant messaging etc.).
If you need to unbar your phone you can do it by contacting an agent and providing us with your IMEI number. You can find your IMEI number by dialling *#06# from your phone, or on the phone's original box. It will take around 5 working days to unbar your phone.
A safe place for you to store your IMEI number is in the Private notes section of this website. This information is for your eyes only. It will not be publicly displayed.
We know that you will want to get up and running as soon as possible and you may consider buying a new phone through giffgaff if your lost phone is unrecoverable. The giffgaff system currently allows you to buy a new phone even when your phone and SIM card has been reported as lost or stolen.
However, if you decide to buy a new phone and you have already reported your phone and SIM card as lost or stolen using the barring process then you will be asked to buy a new goodybag with your new phone order even if you currently have an active or queued goodybag.
Unfortunately, at this time we are unable to change this process and this is the only way to buy a new phone from us if your phone and SIM card have already been deactivated.
If you do not wish to buy this goodybag then you should wait for your replacement SIM to arrive and then order a phone once you have activated the replacement SIM.
If you choose to proceed with the purchase of the phone then please Contact an agent to have this goodybag refunded.
IMPORTANT: Under no circumstances should the SIM that arrives with the new phone be activated on your account, doing so will place a new number on the account and your old number will be lost.
If you reported your phone or SIM as lost, you will automatically receive a replacement SIM which is the only SIM that you can use to recover your number. The SIM It will arrive in this envelope which contains 'Oops, don't worry we'll get you back on track' on a blue background.
You can use the Immobilise websiteto report the loss or theft of your phone. It's a national database and totally free of charge. The police can also use this database to return it to you if it is later recovered.
If your phone was insured then your insurer will ask you for proof of usage. Contact an agent with your claim number and insurer's email address and we will send a statement to your insurer for you.
We can only provide them with this document once your phone has been registered as lost and stolen on this website.
If you think your number has been used without your consent, please contact us after having blocked the phone and/or SIM card. The agents will then check your recent usage for abuses and will refund your goodybag allowance or balance appropriately.
iOS, Android, Windows Phone and BlackBerry OS-based phones all have methods which in the event of losing your phone enable you to keep tabs on where your smartphone is via a computer and in some cases, what state it's in.
Note that you need to have subscribed to these services and applications before losing your phone as it requires a set-up step.
Phones are expensive items and we advise to insure yours. It will not only cover you if it is lost or stolen, but can also cover accidental damages depending on the policy you subscribed to.