The Aftermath of Losing a Smartphone. How you should protect yourself?

Updated on July 19, 2023

By Karen G. Supapo

As we are living in a digital era, we all know that smartphones are not just for calls. People access their emails through their phones, perform financial transactions through mobile banking applications, and store sensitive information especially if you automated your log-ins in all your website and mobile apps accounts. As such, it is critical that the smartphone is secured against unauthorized access by any third person especially against the hackers and fraudsters. For this reason, in the event that you lost your phone and you can no longer locate or find it, it is of utmost importance to block immediately your phone’s International Mobile Equipment Identification (IMEI) Number and your Subscriber Identity Module (SIM) card.

IMEI is a unique identification number programmed into GSM and UMTS mobile devices.[1] To picture it out, it is like an identification card of your mobile phone. You can find the IMEI of your phone in its box or in your Official Receipt as shops are required to indicate it. By blocking the IMEI of your lost phone, your phone can no longer connect to the internet via wireless networking technology.

SIM card is a smart card chip specialized for use in GSM equipment.[2] This is the chip you install in your smartphones in order to connect your phone with the cellular communication network of your service provider (i.e. Globe Telecom, Inc., Smart Communications, PLDT, among others). By blocking the SIM, the access to cellular network connection is halted.

By successfully blocking these two connections, you can minimize your risk for unauthorized access of your online accounts. Accordingly, here are your steps on what to do after losing your smartphone:

STEP 1: Report immediately the incident to your Cellular Network Service Provider to temporarily deactivate your SIM. Although the access over your phone is secured by your passcode, biometrics, face detection and other security features, it would be prudent to still deactivate your SIM the soonest possible. Time is of the essence to immediately block your SIM as you will never know who have found your phone or who is in possession of your phone. For Globe subscribers, you can message them through its official Facebook Page at @facebook.com/globeph and select Report Lost Phone/SIM; or call its hotline at 0277301000. For Smart subscribers, you can message them through its official Facebook Page at @facebook.com/SmartCommunications/; or through its Twitter account at @SmartCares; or call its hotline at *888 using a Smart number or (02) 8888-1111 via landline.

You will be required by your Cellular Network Service Provider to visit in-person their service center to formally apply for deactivation and apply for a new SIM. Noteworthy, you will be required to submit an Affidavit of Loss duly Notarized together with a photocopy of your government issued identification cards.

STEP 2: Erase your device in your Google Account and/or Apple Account using a remote device, and change your password. Your Google and/or Apple Account is/are the first thing you need to secure especially if you use these accounts with almost everything. In this step, it is important that you have a trusted device apart from your lost phone to which you can access your Google, Apple Account, and other accounts you are maintaining in the internet. Moreso, it is crucial that you have a copy of all your passwords for these accounts. Immediately, change the password of your Google Account and/or Apple Account and remove your lost phone as one of your trusted devices. 

STEP 3: Execute a Notarized Affidavit of Ownership and Loss with Undertaking. The execution of an Affidavit of Loss is the legal procedure on how to declare that you have lost your phone. This legal document is required to be submitted to your Cellular Network Service Provider to block the SIM and to the National Telecommunications Commission (NTC) to block the IMEI. The Affidavit must contain the following information:

1.) your declaration that you own the phone as well as the SIM indicating the IMEI number and your mobile phone number (include the SIM card number if you have a record); 

2.) your proof that you own the phone by attaching the Official Receipt or a photograph of the box with IMEI on it; 

3.) your narration of the date, time, place, and how did you lost your phone; 

4.) you, likewise, need to indicate that you made diligent efforts to locate it, however such effort was proved futile and such phone was considered lost beyond recovery; 

5.) it is advised to indicate in your Affidavit that you are requesting the NTC and your Cellular Network Service Provider to block the IMEI and SIM of your lost phone, respectively; 

6.) Lastly, as a requirement by the NTC,  you should also make an undertaking in your Affidavit that you will hold NTC free from any responsibility or shall not hold NTC and your  Cellular Network Service Provider liable for whatever claims, loss or damages that any party may institute by reason of NTC’s action to permanently block the mobile unit from usage.

STEP 4: Complete your application for deactivation of your SIM with your Cellular Network Service Provider. The processing of your application depends on your service provider. It would take three (3) days at most before you can get your new SIM.

STEP 5: Send an email message to the NTC for your request to block the IMEI of your lost phone. You can process your request to block the IMEI of your phone to the NTC by sending an email message to its official email address at consumer@ntc.gov.ph. Ensure that you attached in your email the documents below as NTC will not process your request due to incomplete document submitted:

1.) Affidavit of Ownership and Loss with Undertaking;

2.) Official Receipt or photo of the box with IMEI indicated therein; and

3.) Two (2) scanned valid Identification Cards

In the event you cannot find your Official Receipt and the box of your phone, you will need to secure a Police Report. Accordingly, you need to visit the Police Station who has jurisdiction over the place where you lost your phone, report the lost phone, and secure a copy of the Police Report.

NTC will respond to your email request wiithin within seven (7) working days. They will inform you if your request is granted or denied. If granted, they will process your request and immediately block the IMEI of your phone permanently.

STEP 6: Update your mobile banking accounts by registering your new mobile device and removing the access of your old device in all your online account. Do not stop by just reporting your lost phone! You need to protect all your online accounts especially your online banking accounts. For this step, you need your new phone and your new SIM for the One-Time Password (OTP). Register your new device by accessing your online account via website or through your new phone, and delete or remove the access of your old phone.

STEP 7: Change all your passwords in all your online accounts. It is better to change all your passwords in all your online accounts such as but not limited to your email accounts, social media accounts, online shopping platforms, online booking platforms, among others.

These seven (7) steps are your preventive measures in order to minimize your risk and protect yourself from any unauthorize access of any of your online accounts considering that your security access is already compromised. 

While these procedures do not include securing your sensitive information stored in your phone (i.e. contacts, pictures, messages, videos, notes, files), it is still important to protect yourself from those fraudsters and/or hackers by successfully deactivating your lost phone and SIM.

Indeed, there are lots of consequences when you lose your smartphone; more so, when your smartphone falls into the hands of fraudsters and/or hackers, as it entails greater risk. Thus, in the event you are caught in that situation, act fast and protect yourself by blocking your SIM and the IMEI of your smartphone. 

[1] Source: https://csrc.nist.gov/glossary/term/international_mobile_equipment_identity last accessed 05 July 2023.

[2] Source: https://csrc.nist.gov/glossary/term/subscriber_identity_module last accessed 05 July 2023.