Phone lost or stolen?
If your phone has gone walkabout, and you think it's a little more sinister than it falling down the back of the couch - here’s what to do:
- Quickly bar your number (SIM suspension)
- Blocklist your phone from being used on any NZ network (this can be reversed if your phone is found)
- Request confirmation of barring and blocklisting for insurance claim/police records
- Report the incident to the police
Note that we take stolen phones seriously and may ask you to prove your identity before proceeding with any request.
Jump to section: Bar your number | Block your lost or stolen phone | Finding your IMEI code | How does this work for buddies? |
Barring your number (SIM suspension)
The first thing to do if your phone is missing and you want to make sure it can't be used is to bar your number.
This will restrict all services on that phone number, and ensure no one else has access to rack up charges on your account.
To do this, just contact the team on live chat.
What you should know about barring your number
If you don’t bar the SIM, you’re responsible for any usage from the phone even if you’ve notified us. If you choose not to bar your number, you will not be reimbursed for any misuse or credit used.
Plan fees and Add-ons (if you have them) will continue as normal while the SIM is suspended.
If your phone is found, it’s easy to remove the bar so you can continue to use your number. Just like adding the bar, this needs to be done via the team on live chat.
If your phone isn’t found and you need to get a new phone, let us know and we can order you a new Blank SIM, carry out a SIM swap and then remove the bar so you can keep your old number.
Block your lost or stolen phone from being used on any network in NZ
Blocklisting your phone prevents it from being used on any NZ network – even if a different SIM card is inserted. If you find the device later, we can easily remove the block.
To blocklist or un-blocklist your phone, contact the team on live chat. We'll just need to verify that you own the device and we'll ask for your IMEI code.
Finding your IMEI code
Every mobile phone has a unique serial number known as the IMEI. To blocklist your phone, we will need to know its IMEI number. Usually, you can find the IMEI displayed on the box the device originally came in (if you still have it). Otherwise to find your IMEI code on any phone, go to your keypad and dial *#06#. If in doubt, drop us a line and we may be able to help you find your IMEI.
Important: if it’s been longer than 30 days since you used your missing device with Kiwi Mobile, we’re unable to blocklist it.
We’ll ask on chat whether you want us to send you a confirmation of SIM suspension and phone blocklisting for insurance records.
You can report the incident to police either online, or in person - and remember to contact your insurance company if you need to.
How does this work for buddies?
Either a buddy or primary account holder can bar a buddy's number. However, only a buddy will be able to blocklist their own device. For more info on buddies, see electrickiwi.co.nz/mobile/buddies.