What to do when your phone is missing

If your phone was lost or stolen, as a Fido customer, you may benefit from various phone replacement options such as phone upgrade with agreement or replacing your phone if you are enrolled in the Fido Device Protection program.

Things to Know

  • Once you report your phone lost or stolen, we will restrict your services. During this period of time, you are still responsible for your monthly charges.
  • The information contained on your SIM card (contacts, text messages) is not stored anywhere else and will be permanently lost if your SIM card is lost.
  • If you have a smartphone, try locating your phone through Find my iPhone or Find my Android.

Report your phone lost or stolen

If any message is sent from Canada to an international phone number, standard international text messaging charges will apply. If any message is sent while roaming, standard roaming text messaging charges will apply. Save with Text Messaging add-ons.

The first step is to report the situation to us. Here's how:

My Account

  • Once you have logged in to your account, click on Lost or Stolen Fido under My Fido Service section and follow the instructions.
  • Once you have logged in to your account, click on View usage & Manage for your lost or stolen device.
  • Scroll down to the QUICK ACTIONS section and click on Report lost or stolen device.
  • Confirm the phone number and click on CONTINUE.
  • Proceed by click on SUSPEND.

For additional support

 

What to do if you find your phone

If you have reported your phone lost or stolen, you can reactivate by logging into My Account.

  • Once you have logged in to your account, scroll to the phone that was reported lost or stolen and click on Reactivate Service.
  • Then Click on Reactive My Device.
  • But don’t forget, you’ll be responsible for all charges moving forward
  • Once you’ve submitted this request, shut off and turn on your device to register it to the network.

For additional support

 

What to do if you don’t find your phone

You might want to look for a phone replacement. Click here to see your phone upgrade options.