Lost or stolen phone

Lost or stolen mobile phone?

Immediate action

Block SIM

Block your SIM in the Customer Center. Then it is no longer possible to use your mobile to make calls via the mobile network and incur costs.

You can unblock the SIM again at any time in the Customer Center.

Are you a Prepaid customer? You can only block your SIM in the Customer Center if you have already registered your device in the Customer Center before the loss.

Report theft

Report the theft to the police. To do so, you need your device’s IMEI number. You can find it in the Customer Center under ‘Technical Support’ > ‘Display mobile/help’ > ‘All other faults or damage’.

Video: SIM sperren & Diebstahl melden


Order a new phone and SIM

You need a replacement SIM to use your Swisscom subscription on your new mobile phone.

Notify your insurance

Notify your insurer(s) of the damage incurred.

You can check in the Customer Centre under ‘Current use and costs’ whether the thief has incurred costs, for instance by making calls abroad. Please note that call charges are displayed with a time delay.

Is your mobile insured with AXA?

With an AXA insurance, for instance, costs of up to CHF 2,000.- incurred by call misuse are covered.