What to do if your phone is lost, stolen, or not working
We know how stressful it can be when something goes wrong with your phone. Whether it’s lost, stolen, faulty, or you’re waiting on an upgrade or delivery, this guide explains the steps you can take to get things sorted quickly.
Lost, stolen, or damaged phone
If your phone is lost or stolen, we recommend blocking the SIM straight away to stop unauthorised use:
- Log in to your my.plan account.
- Go to Controls > Device Setup > Lost or Stolen.
- Select the user from the left menu.
- Toggle the Lost or Stolen switch to activate a service bar.
If your phone has been stolen, you may also need to request an IMEI bar. This prevents the device itself from being used on any network.
Need a replacement SIM?
If you need a new SIM card, see our SIM card guide for details on ordering, setup, and activation.
The guide also includes information on how to check or update your APN settings if required.
Phone faults, upgrades, or delivery issues
All queries relating to your phone itself – including faults, upgrades, delivery delays, missing accessories, or technical problems – are handled by your Account Manager (the partner who sold you your contract and provided your hardware).
They can help with:
- Contract terms and upgrade options
- Order tracking and replacements
- Troubleshooting hardware issues
- Missing or damaged accessories
If you’re not sure who your Account Manager is, just reach out to our support team and we’ll point you in the right direction.