What do I do if my phone or SIM card is stolen?

To prevent identity theft or any fraudulent use, you must absolutely block your SIM card (access to your plan and phone number) and your phone.  

To do so, log into your Fizz account. Under My phones you’ll see an option to report your phone as lost/stolen. 

But before doing that, did you think about using the function to locate your phone? 
How to find an iPhone phone (iCloud account) 
How to find an Android phone (Google account) 

 

  1. Block your SIM card.

    Blocking a SIM card allows to block any fraudulent use of your plan, as well as access to your phone number. The block is effective immediately. You’ll nonetheless be able to access your voicemail from another phone. See how 

     

    When your SIM card is blocked, your mobile plan remains active. 
    - Best is for you to activate a new SIM card as soon as possible (with another phone if yours is also lost/stolen). 
    - You may also unsubscribe from your mobile plan. This would come into effect at the end of your payment cycle.  

     

    If you find your SIM card, you can unblock it by going back into your account.  

     

  1. Block your phone.

    Blocking a phone puts it on the National Stolen Device Blacklist. Fizz contributes to maintaining this blacklist in an effort to reduce the number of mobile device thefts. When a device is registered in this registry, its access to the networks of participating wireless service providers is blocked.  

    To block your phone, you’ll need its IMEI. That number is written on the original packaging, as well as in the documentation included at the time of purchase. 

    Know that only the last phone used on our network with your Fizz plan can be put on the blacklist and be blocked by Fizz.  

     

    Blocking your phone does not block your SIM card (access to your plan and phone number). If your SIM card is also lost/stolen (which, let’s face it, is highly probable), you must block it as well via your account.  

     

    If you find your phone: 
    • Expect a 48-hour delay (once you unblock it via your Fizz account) before being able to use it again. This delay is necessary for your phone to be removed from the National Stolen Device Blacklist. In the meantime, you can use your SIM card with another phone.  
    • Only a phone blocked via Fizz can be unblocked via Fizz.  

     

  1. Report the lost of your iCloud (Apple) or Google (Android) account.

    By reporting your phone lost/stolen in your iCloud (Apple) or Google (Android) account, the data that’s on your phone and associated with your account cannot be used.  

    You’ll also have the opportunity to access your data (contacts, photos, notes, etc.) or even erase them from your phone from a distance.

    How to find an iPhone phone (iCloud account) 
    How to find an Android phone (Google account) 

     

  1. Declare the loss or theft of your phone to your insurer.

    If your phone is insured, you can declare the theft to your local police station and send the report to your insurer. Check your insurance policy, however, to make sure you follow the correct procedure. 

     

  1. Replace your phone.

    Fizz sells new and Preloved phones that suit every taste and every budget.
    Shop for a phone

     

    If you buy a phone from an individual and want to know whether it’s on the National Stolen Device Blacklist, ask the seller for the IMEI and check on the site DeviceCheckCanada.ca:  
    https://www.devicecheck.ca/check-status-device-canada/

     

    To use Fizz again: 
    • Order a new Fizz SIM card. see how
    • Once you have your new phone and new SIM card, you’ll have to replace and delete your old SIM card that’s associated with your plan, and activate the new one. Replace my SIM card ((My plans > Manage > Change SIM card). 

     

    If you find your phone: 
    • Expect a 48-hour delay (once you unblock it via your Fizz account) before being able to use it again. This delay is necessary for your phone to be removed from the National Stolen Device Blacklist. In the meantime, you can use your SIM card with another phone.  
    • Only a phone blocked via Fizz can be unblocked via Fizz. 
    • You can unblock your original SIM card via your Fizz account.