Lost or stolen mobile phone

When your life is 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
  • 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.

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