Phone stolen or lost? How to protect your data and regain access

The problem continues after the phone goes missing

A report published by the International Telecommunication Union (ITU) in 2025 cites an estimate of 70 million smartphones lost or stolen worldwide each year: roughly 192,000 a day. The figure combines loss and theft; it is neither a theft-only count nor a count of incidents during 2025. [1]

You may suddenly be unable to call, pay or receive the code needed to open your email. Recovering the device, regaining account access and restoring files are separate processes.

First: lock the device and protect your accounts

Get somewhere safe and use another trusted device. If a map shows your phone at an unfamiliar location, share the information with the police rather than trying to retrieve it yourself. [3]

For iPhone, go directly to https://www.icloud.com/find and choose Mark as Lost. This function does not require a verification code, although you still need to sign in to your account. Find My must have been enabled beforehand. [2]

On Android, use Find Hub to try to locate and lock the phone. Remote Lock is also available at https://android.com/lock, provided the feature is enabled and its requirements are met. Availability and steps vary by device. [4] [5]

Ask your mobile provider to suspend the SIM or eSIM and explain how to recover your number. Notify your bank immediately, especially if the phone was unlocked or someone knows its passcode. Ask it to review access from that device and Wallet payments. These are separate actions: suspending the mobile service does not itself block payment cards or erase the phone. Report the theft and keep the reference number.

My cards were in Wallet. Can someone use them?

Do not assume it is impossible. Google Wallet uses authentication and a virtual number for contactless payments, so the merchant does not receive the actual card number. However, knowing the device passcode or accessing an already unlocked session changes the risk. [5]

On iPhone, Lost Mode suspends payment cards and passes used with Apple Pay. Do not assume a remote command has completed while the device is offline. [2]

Some functions have exceptions: Apple Express Mode lets certain travel cards, passes and keys work without unlocking the device. Contact the issuer and check transactions even if you used fingerprint or facial recognition. [6]

What if I cannot remember my account or password?

First check your own computer or tablet where you are already signed in. It may help you identify the account and use its official recovery options. Check your recovery email and any alternative methods you previously set up.

Apple lets you attempt account recovery when you no longer have your trusted devices or phone numbers. It can take several days or longer, and support cannot shorten the wait. Follow the instructions: using other devices signed in to that account during the wait can cancel recovery. [7] [8]

Google offers recovery contacts for eligible accounts, if you set them up beforehand. They help verify your identity without gaining access to your data. [9]

If you have no alternative methods and the provider cannot verify ownership, recovery may fail. Avoid anyone who promises to recover the account for a fee or asks for your codes.

My sign-in code went to the missing phone

Identify the method you used. For SMS codes, ask your provider how to obtain a replacement SIM or eSIM with your number after identity checks. This does not automatically restore an authenticator app.

If you used an app that generates codes, check whether you have a recoverable backup. Otherwise, use a backup code stored elsewhere, a security key or another registered method. Google supports several forms of two-step verification. For work accounts, contact your administrator. [10]

Passkeys also differ. Some sync between devices: Google Password Manager, for example, lets you recover them using the required factors, such as its PIN or the previous Android device’s screen lock. A passkey held only on the missing device requires another route into the account. Recovering your phone number alone does not replace it. [11]

Can I get my photos, contacts and documents back?

It depends on what was already saved elsewhere. An existing backup or synchronised content may let you recover files after regaining access to the relevant account. Apple supports restoration from iCloud or a computer; Android offers backups of different data and apps depending on settings. [12] [13]

Check the date and contents of the latest backup. Available cloud storage does not prove that your files were uploaded. A file held only on the missing device, with no other copy, may be lost permanently. Each app, including messaging apps, may have its own recovery process.

Should I erase the phone remotely?

If you cannot recover it and need to protect its contents, consider remote erasure through the official tool. Read the consequences first: erasure is irreversible, and whether you can keep locating the device depends on the system. A pending command needs the conditions specified by the service to run. [2] [5]

For iPhone, do not remove it from Find My after erasing it: this removes Activation Lock and makes the device easier to reuse. [3]

“We found your phone”: another scam can follow

The Metropolitan Police warns that criminals contact victims while impersonating familiar organisations to obtain passwords. A message showing a map, a brand or details of your device does not prove it is genuine. [14]

Do not give your device passcode or sign-in codes to someone who contacts you. Open the official app or address yourself. Apple says it will never contact you to announce that it has found your device. For a stolen phone, it recommends leaving contact details off the Lost Mode screen. [3]

If you spot unauthorised access, secure your main email account, change compromised passwords and revoke unfamiliar sessions through each service’s process. Warn your contacts if someone is impersonating you to request money.

What you can prepare today

Check your backups and set up a recovery route that does not depend solely on your phone. Keep backup codes somewhere safe away from the device and review your recovery numbers or contacts. Enable the available location and theft protection features. Store the device identifier and proof of purchase somewhere other than the phone. [7] [9] [10]

Ask yourself: if I did not have this phone tomorrow, how would I open my email and contact my bank?