Report a lost or stolen phone

For postpaid subscribers:

To ensure that your postpaid line remains intact, please call our toll-free number *888 via cellphone or (02) 888–1111 via landline to report the loss of your cellphone.

Outgoing calls will immediately be barred upon report of loss to Smart. You may also request for barring of incoming calls.

Postpaid subscribers requesting for disconnection of line need to submit to Smart an affidavit of loss or police report if stolen, and signed Letter of Undertaking (LOU) within seven (7) days from report of loss.

For prepaid subscribers:

Please call our toll-free number *888 via cellphone or (02) 888–1111 via landline to report the loss of your cellphone.

Prepaid subscribers may visit a Smart Store to request for SIM replacement. Read more about SIM replacement requirements and availability.

Note that Smart will issue a new SIM but not replace the lost or stolen phone.

Requesting for IMEI Blocking

To block your cellphone from being used by an unauthorized user, please contact the National Telecommunications Commissions (NTC) at 0919–299 9999. NTC will require the following:

  • A properly accomplished Affidavit of Ownership and Loss with Undertaking (NTC form)
  • Proof of ownership of the unit (receipts, barcode sticker from the box)
  • Police report (in the absence of any proof of ownership)

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