Lost or stolen mobile phone

When your life is all on your phone, it can be really upsetting to lose it.
But don't panic - just let us know straight away, so that you won't be liable for any calls made after it disappeared.
We'll immediately bar your connection to stop further use and prevent your mobile from getting incoming calls.

Call us immediately.

  • In New Zealand: call 0800 800 021 or 777 from another One NZ mobile phone.
  • From another country: call us on (+) 64 9 355 2007.
  • Select the option to speak to a customer service representative.
  • We'll need you to confirm your 4 digit Security PIN, the date the device was lost or stolen and the IMEI number.

Losing your phone doesn't mean losing your number.

To help get you up and running again quickly, our friendly One NZ retail store staff can help transfer your number onto a new SIM card.
When you visit the store, please bring some photo ID.

Your old SIM then becomes completely inactive. Keep this in mind if you recover your phone later.

Phone locator apps

To use a phone locator app, you'll need to use a computer or another phone, of course.
If you haven't already tried a phone-locator app, use Apple's Find My app for an iPhone, or use Google's Find My Device to find an Android phone.

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