If your phone is lost or stolen

If your phone is lost or stolen and someone else runs up a big bill on it, you’ll likely have to pay for any use up until the time you report the phone missing.

Once you notify your provider that your device was lost or stolen, the provider must immediately suspend your service, at no charge. You can’t be billed for any use after that. (You can still be charged for your regular service.) 

If your provider charges you the full amount for any calls or texts before you report it lost or stolen, ask them if they’ll reduce the bill. Sometimes they’ll do this as a gesture of goodwill, but they don’t have to.

If your provider tries to charge you for calls or texts made after you reported the phone missing, you should dispute the bill.

Your contract continues to apply even after you’ve reported your phone lost or stolen. You’ll have to carry on paying your regular monthly payments, even while you are without a phone.

You'll have to decide whether to:

• buy a new phone and continue with your current contract,

• cancel your contract, or

• wait until your current contract ends and get a new one  that includes a discounted phone.

To reduce the risk of theft in the future and make the information on your phone more secure:

• Use the lock code or password feature on your phone at all times.

• If you have a smartphone, use apps for remotely tracking your phone and erasing its data.

• Keep information about your phone in a safe place. Note the phone make and model, colour and appearance, and the identification (IMEI) number.

You should immediately notify your service provider if your phone is lost or stolen, so they can block it and stop anyone else using it.

When a cellphone is reported to a Canadian service provider as lost or stolen, the phone’s IMEI number is added to a shared national blacklist. Any device listed on the blacklist is blocked, and service providers don’t allow it to be used on their networks.

If your phone was stolen, ask your service provider for the phone's IMEI number. You’ll need to give this number to the police.

You should report a stolen phone to your local police as soon as you can. You’ll need to give them the phone’s identification number (IMEI number).

Make a note of the police file or case number — you’ll need it if you want to make an insurance claim.

If your phone is insured you might be covered for the cost of unauthorized calls made between the time you lost your phone and reported it missing.

If your phone is insured or covered by your home insurance policy, you’ll usually be able to claim for a new phone. Contact your insurance provider to find out what coverage you have and how you can proceed with getting a replacement.

You might be surprised to learn that your credit card also has purchase insurance. If you bought the phone recently using a credit card (likely within six or 12 months; check with your credit card provider), you might be able to make a claim to get the amount paid back.

If your phone was stolen you’ll need to give your insurance provider the police file or case number.

No. If you find your phone, your service provider must restore your service at no charge.