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I am abroad, my smartphone has been lost or stolen. What should I do?

Here are the steps you must take if your phone has been lost or stolen.

1/3 Block your SIM card

1/3 Block your SIM card

  • Block your SIM card by calling Customer Services on +267 72000123

Once you have notified us of the loss or theft of your device, we will immediately block your SIM card to prevent fraudulent activity.

Note: your SIM card will be deactivated, but your subscription will remain active.

  • You can order a new SIM card and recover your call credits.

Note :  If you have activated the geolocation function on your phone or a geolocation app has been installed on your device, you can try to find it.

2/3 Order a new SIM card

2/3 Order a new SIM card

When you return from your trip, order a new SIM card. Go to the nearest Orange Shop or any Point of Sale to replace the SIM. The new multi-format SIM card will be activated immediately enabling you to use your new device without delay.

  • Do you have a postpaid contract?

This will simply continue and you will retain all the benefits of your payment plan.

 

  • Do you have a prepaid card?

You will retain your balance and it will be automatically transferred to your new SIM card.

Note : If your device is insured, everything will be paid directly by your Mobile Insurance. Don't forget to make a claim to your insurance to obtain a refund.

3/3 Find my serial number or IMEI number

3/3 Find my serial number or IMEI number

We recommend that you note down the number and keep it in a safe place as a precaution. This number contains 15 digits and can be found: on the back of your device, on your purchase invoice, underneath your device's battery or by entering *#06# into your device and pressing call/send.

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