Lost or stolen phone

Find out what you should do if your handset (or SIM card) is lost or stolen - from keeping your original number and credit, to blacklisting your phone.

Lost SIM Cards

If you’ve lost your SIM no problem, you can still keep your original number and any credit that you had on it. You'll just need to get yourself a blank SIM (not a standard 2degrees SIM), and we’ll move your old number onto it. Call us first on 0800 022 022 so we can make sure your number is suspended to stop anyone else from incurring additional charges under your account.

A blank SIM costs $5 and we can send one to you or you can pick one up from 2degrees stores, Warehouse Stationery and Harvey Norman. Find the store closest to you. Once you have this SIM, call us back to arrange moving your number and any remaining credit over.

Blacklisting your lost or stolen handset

If you’ve lost your handset and are worried someone else may use it on any network in New Zealand, we can have the handset blacklisted. This is known as ‘IMEI blocking’ and effectively blocks any device from accessing certain networks in New Zealand. To blacklist or un-blacklist your handset you must call Customer Care on 0800 022 022. Your identity and ownership of the handset will need to be verified and you will need to provide your IMEI code. You can usually find the IMEI displayed on the phone's original packaging box (if you still have it). Alternatively you can call us and we may be able to help you find your IMEI number.

You can check to see if any handset has been blacklisted by texting ‘check’ and the IMEI number to 255.

For more help and information with SIM cards, visit our All about SIM cards page.


Frequently Asked Questions

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