Lost or stolen mobile device

What to do if your mobile phone is stolen or lost

Locating your missing device

If you’ve lost your Android or Apple device, you can use Apple’s Find My iPhone feature or Google’s Find My Device.

If you’re still unable to locate your device, you’ll want to consider suspending service to the missing device to prevent further usage.

Suspending service to your missing device

Log in to your My TELUS account and select Suspend service to a lost or stolen device on the Plans & Devices page.

We’ll suspend your service to prevent further unauthorized use – meaning extra charges for you.

What suspending service to a device means for you

Before you suspend service to a device, here’s what you should know.

  • You’ll still need to pay your regular monthly bill until your contract ends
  • You won’t be able to make calls, but you can receive calls straight to voicemail
  • You won’t be able to send or receive text messages, or use data and roaming
  • Services like Find My Device will only work when your device is on Wi-Fi

Note: Suspending service to your device does not blacklist it. If you would like to blacklist your device, please chat with us.

Replacing your device or swapping your SIM card

After suspending service to your missing device, you may want to replace it or get a new SIM card to continue using your plan.

Learn how to replace your device or swap your SIM card.

Restoring service to your device after finding it

If you find your missing device later on, you may want to restore its service. Restoring service to your suspended device means that you can make and receive calls, send messages and use data and roaming.

To restore service to a suspended device, log in to your My TELUS account and select Restore service on the Plans & Devices page.

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