T mobile customer service from my phone

Let T-Mobile help you through the difficult process of losing your device or having it stolen.

Protect your account

• Call us at 1-800-937-8997 as soon as possible to lock your device and service. Roaming internationally? Call 1-505-998-3793​.
• Log in to your T-Mobile account. In 'I want to...' section select Report a lost or stolen device.
• Visit a T-Mobile store.
• Message us on Twitter or Facebook.

Locate or lock your device

If you use any of the services below, you may be able to find or secure your device. T-Mobile can also block your IMEI to prevent your device from being used.

Find My on iPhone / iPad / Watch

For additional information, see the Locate a lost or stolen device - Apple Support page.

1. On an iPhone or iPad, open the Find My app.
2. If it's not your iPhone/iPad, select the Me tab and choose Help A Friend. Then, sign in with your Apple ID.
3. Select your device and choose from an option:
   • Play Sound: Plays a loud sound on your device, even if it's set to silent.
   • Directions: Get directions to your device's current location.
   • Mark As Lost
     • Remotely lock your missing device with a passcode and display a custom message with your phone number on the Lock screen.
     • If you have Apple Pay set up on the device, it is disabled.
     • A confirmation email is sent to the primary email address associated with your Apple ID.
     • When you recover your device, you will need to unlock it with your passcode.
   • Erase This Device
     • Erases all of your information (including credit, debit, or prepaid cards for Apple Pay) from the device.
     • After you erase a device, you can't track it using the Find My app.
     • If you remove the device from your account after you erase it, Activation Lock will be turned off.

Find My Device on Android

To use Find My Device, your lost device must:

• Be turned on
• Be signed in to a Google Account
• Be connected to mobile data or Wi-Fi
• Be visible on Google Play
• Have Location turned on
• Have Find My Device turned on

Use these steps to find, lock, or erase your device. For additional information, see Find a lost Android device - Android Help for support.

1. Visit android.com/find and sign in with your google account.
2. If you have more than one device, choose your device at the top left of the screen.
3. You'll see a map with your device's location, if it's available. Choose from the following option:
   • Play sound: Device will ring for 5 minutes, even if set to silent.
   • Secure device
     • Lock the device and sign out of your Google account.
     • You can also display a message or phone number on the lock screen.
     • You can still locate the device after it's locked.
   • Erase device
     • Erase all content from the device.
     • After your device is erased, you can't locate it.

For additional information and app features, see Lookout Mobile Security app.

Find your device

1. Go to Lookout.com and sign in with your Lookout account.
2. Select the Find My Device tab. If your device can be found, the location appears on the screen.
3. Select Scream to sound a loud alarm, even if your device is in silent mode.
   • The scream feature is VERY LOUD.
   • The device will also vibrate and the screen will flash.
   • Select Stop Screaming to turn it off.

Turn on Signal Flare

Signal Flare automatically saves your device's last known location when the battery gets low, significantly improving your chances of finding the device.

1. Open the Lookout app on your device.
2. Select the Menu icon with three dots, then select Settings.
3. In the MISSING DEVICE section, select the box next to Signal Flare.
4. Log in to your Lookout.com account to see your latest Signal Flare locations.

For additional information, see Find My Mobile on Samsung support.

1. Go to //findmymobile.samsung.com/ and log in to your Samsung account.
2. If you have more than one device, choose your device on the left of the screen.
3. You'll see a map with your device's location, if it's available. Choose from the following options:
   • Ring: Make the device ring, even if it's on silent.
   • Lock: Show a message / contact info, lock your Samsung Pay account, and stop others from turning off your device.
   • Track location: Check where your missing device is every 15 minutes.
   • Erase data: Erases all data on the tablet. You can't control it from Samsung Find My Mobile anymore.
   • Back up: Remotely initiate a backup to the Samsung cloud.
   • Unlock: Unlock your tablet remotely when you forget your unlock method. Deletes all saved unlock methods.
   • Extend battery life: Turns on the maximum level of battery saving mode on your device.

For additional information, see BlackBerry Protect on BlackBerry support.

1. Go to //protect.blackberry.com and log in with your BlackBerry ID.
2. If you have multiple BlackBerry devices, select the Model menu to choose your device.
3. Choose from the following options:
   • View location: Map the current location of your device.
   • Play a sound: Make your device ring loudly to help you find it even if sound is currently turned off.
   • Display a message: Show a customized message on your Home screen, even if your device is locked.
   • Lock the device: Lock your device and optionally set a new password.
     
   • Wipe the device: Permanently delete all data from your device.
   • Flag as stolen: Mark this device as stolen and permanently delete all the data from the device.

Get a replacement device

• If you have device protection, ​get a replacement.
• If you do not have device protection:
  • You can use an extra T-Mobile phone or other compatible device with your service.
  • We can help you replace your device with a new one. See your device purchase options.

Restore service

• When you're ready to restore service or if you believe your device is incorrectly listed as lost or stolen, give us a call at 1-800-937-8997.
• Check your next bill and report any suspicious charges so we can investigate.
• If the device is found, contact us for an unblock request.

FAQs

Why should I report my device as lost or stolen?

T-Mobile works with government agencies and other major wireless carriers throughout the world to block stolen devices. When you report a device as lost or stolen, T-Mobile reports the International Mobile Equipment Identity (IMEI) number, a serial number that identifies your wireless device, to an international database. This prevents the device from being used on most carrier networks, including T-Mobile's, even if another SIM card is inserted. If you happen to find the device later, unblocking is fast and easy.

Why should I suspend my line?

If your device is lost or stolen, suspending your service will help prevent additional charges from unauthorized users. Once you suspend your line, it will be inactive and unavailable for use. If you find your device, you can restore service to the line by returning to My T-Mobile.

Does my bill change when my phone is lost or stolen?

Your bill is still due as usual when your phone is lost or stolen, including your monthly plan/service costs as well as any applicable device payments and device protection charges.

I found the device I reported as lost or stolen. What should I do?

If you find your device, log into My T-Mobile or the T-Mobile App and select the device, then select "I found my device." We'll walk you through the process of unblocking the device and restoring your service (if applicable).

What should I do if there are unauthorized charges on my account?

If you haven't already reported your device as stolen and suspended the line, please do so immediately. This will block the device and the line from further unauthorized use. If your bill shows charges to your device after the loss, but before you suspended service and reported it stolen, you can dispute those charges. We will investigate your account activity, and you may need to provide further information regarding the theft or loss as part of our investigation. We take all facts and circumstances into consideration as part of our investigation, including reviewing your account to compare the usage during the time that the device was missing until the time when the phone was in your possession. We consider all relevant information, including any documentation you can provide demonstrating that the device wasn't in your possession when the charges were made.

I found a lost T-Mobile phone. What should I do with it?

First of all, thank you! Please visit T-Mobile.com to find the nearest T-Mobile store and bring the device there. We'll reunite it with its owner.