Hello there! Losing your phone can be a very stressful experience, especially when so much of our lives are on it. But please, do not panic. With a smart plan and quick action, you can protect your hard-earned money and your personal data. In this guide, we will go through simple steps on what to do and how to do it. No complicated technical terms, just easy-to-follow advice, tailored especially for us, for Indians.
Summary (2-Minute Read)
Lost your phone? Don’t panic! Every second is important. Follow these 5 steps immediately:
- Block SIM Card: Immediately call your telecom operator (Jio, Airtel, Vi) and block your SIM. This stops all calls and OTPs from reaching your stolen phone.
- Block Financial Accounts: Call all banks where you have net banking apps, and ask them to disable net-banking/mobile banking transactions on account including UPI. Call UPI providers (PhonePe, Google Pay, Paytm) to block all accounts linked to your number.
- Lock Your Phone Remotely: Use Google’s ‘Find My Device’ (for Android) or Apple’s ‘Find My’ (for iPhone) from another phone or computer to lock your device and display a message with an alternate contact number. Google link is https://www.google.com/android/find/ . Then, if you can’t get it back, consider ERASE DEVICE to wipe all data.
- File an FIR: Go to the nearest police station and file a First Information Report (FIR). This is crucial for insurance claims and legal records.
- Block IMEI Number: Use the government’s official Sanchar Saathi portal (CEIR www.ceir.gov.in ) to block your phone’s IMEI number, making it unusable on any network in India. This requires your FIR copy. But do this only if you are sure your phone is stolen and there is no scope of getting it back. If someone finds and returns it, your phone device will not work!
- If you see any alert on email (you wont get SMS/Whatsapp alerts). In case you get any suspicious alert, please do call 1930 (Cyber Crime Financial recovery call center)
Detailed Step-by-Step Guide
Part 1: IMMEDIATE ACTIONS (First 30 Minutes After Phone Loss)
When a phone is lost, cyber criminals get an opportunity to steal your personal data and money. So, the faster you act, the safer you are. Remember, as per RBI guidelines, you have zero liability for a fraudulent transaction if you report it within 3 days. So, every second counts!
1. Lock Your Financial Services
- UPI Apps (GPay, PhonePe, Paytm):
- Google Pay: Dial 1800-419-0157. Choose the ‘lost phone’ option and follow the steps to block your account.
- PhonePe: Log in to another device, go to ‘Help’, and report the issue. You can also call their helpline 080-68727374 to block your account.
- Paytm: Call 0120-4456-456. Select ‘lost phone’ and provide details to block the account.
- Net Banking Apps:
- Call your bank’s customer care number immediately.
- Tell them you lost your phone and want to suspend all mobile banking and UPI services linked to that device or if possible for that account. Cyber criminals may use net-banking/browser for transactions using OTPs.
- E-commerce & Digital Wallets:
- Log in to Amazon, Flipkart, Myntra, Swiggy, Zomato, etc., from a computer and sign out of all devices. Change your password immediately.
2. Track and Lock Your Phone
- For Android Users (Most in India):
- On a computer or another phone, go to android.com/find and log in with the Google Account that was on your lost phone.
- You will see your phone’s location on a map.
- Select ‘Secure Device’ to lock your phone and sign out of your Google Account. You can also display a message like, “Phone lost. Please call this number: [Your alternate number]”.
- If you have important personal data and cannot find your phone, choose ‘Erase Device’. This will factory reset your phone.
- For iPhone Users:
- On a computer or another Apple device, go to icloud.com/find or use the ‘Find My’ app.
- Select your iPhone from the list of devices.
- Choose ‘Mark As Lost’ to lock your iPhone with a passcode and display a custom message.
- If you are sure you will not get it back, select ‘Erase iPhone’.
Part 2: PREVENTIVE SETTINGS (What to Configure NOW)
A. Phone Security Settings:
- Screen Lock: Use a strong PIN, pattern, or biometric (fingerprint/face ID). Never use simple passwords like 1234 or your birthday.
- Remote Wipe & Tracking: Make sure ‘Find My Device’ (Android) or ‘Find My’ (iPhone) is always ON. It is your best friend in an emergency.
- SIM Card Lock: This is very important. Go to your phone’s settings and find ‘SIM lock’ or ‘SIM PIN’. Set a PIN for your SIM card. This way, if a thief removes your SIM and puts it in another phone, they cannot use it without the PIN.
- Note down your IMEI number- it is on box of phone. You can also get this by dialing *#06# . It will show your IMEI number. For double SIM phone, you will get two IMEI numbers.
B. Banking & Payment Security:
- Biometric Authentication: Enable biometric login for all your banking and payment apps. It is much safer than a PIN.
- Transaction Alerts: Make sure SMS alerts are enabled for every single transaction. This is your early warning system.
Part 3: RECOVERY STRATEGIES
1. Police Complaint (FIR)
- Visit the nearest police station immediately.
- File a First Information Report (FIR) for your lost phone.
- Provide your phone’s IMEI number (a unique 15-digit number, you can find it on your phone’s box).
- The police will give you a copy of the FIR. Keep it safe! This is crucial for insurance claims and for blocking the phone.
2. Use Sanchar Saathi (CEIR) Portal
- This is a government-backed initiative to block stolen phones.
- Go to www.ceir.gov.in.
- Click on ‘Block Stolen/Lost Mobile’.
- Fill in the form with your IMEI number, the FIR copy, and other details. Once submitted, your phone will be blocked on all networks in India.
3. Insurance Claim
- If your phone was insured, contact your insurance provider immediately.
- You will need the FIR copy and your phone’s purchase receipt to file the claim.
Scam Awareness Section
After losing your phone, scammers may try new tricks. Be aware of these common scams in India:
- SIM Swap Fraud: A more advanced scam where the thief gets a duplicate SIM issued in your name, hijacking your number. This is why blocking your original SIM is the first and most crucial step.
- Fake Customer Service Calls: You might get a call from someone pretending to be from your bank or a government agency, asking for details to “help” you. NEVER give out your personal details, passwords, or OTPs.
- Social Engineering: Scammers might call your family members, pretending to be you, asking for money because you are “in trouble.”
Important Indian Context
- Cyber Crime Cell: The national helpline number for cyber fraud is 1930. Call this number immediately if you have lost money! You should also report the crime on the official portal: www.cybercrime.gov.in.
- RBI Guidelines: The Reserve Bank of India (RBI) has very strict rules on digital payments. As a customer, you have limited liability in case of fraud if you report it immediately.
Emergency Contact Template
Save this template on your other phone or computer.
- Police Station Contact:
- Bank Customer Care:
- Bank Name: _________________ Number: __________________
- Bank Name: _________________ Number: __________________
- UPI App Helplines:
- GPay: 1800-419-0157
- PhonePe: Log in and use the ‘Help’ section
- Paytm: 0120-4456-456
- Telecom Operator Numbers:
- Jio: 198
- Airtel: 198
- Vi: 198
- Trusted Family/Friend Emergency Contacts:
- Name: _________________ Number: __________________
- Name: _________________ Number: __________________
Call-to-Action
Action 1: Set up these 5 security features right now! Remote lock, SIM PIN, biometric lock, transaction limits, and a password manager.
Action 2: Share this guide with your elderly family members and friends. Educate them on how to stay Cyber Smart. A little awareness can save a lot of pain and loss. You can also order my book, BE CYBER SMART – An Indian Family’s Guide to Outsmart Scammers from Amazon Link https://amzn.to/3V9nrZU .
