How can I get my lost cell phone and sim card back?

My cell phone was stolen. Now, I am trying to find it, but it's not easy to get back. Now, I bought a SIM card and a new cell phone. My new phone is arriving this afternoon.

Your customer service said to me that I should send my ID and the proof of address to use the same phone number. Where should I send it?


  • Jessy_ref_i88b6
    Jessy_ref_i88b6 ⭐ :REFERRAL CODE: ⭐ i88b6 ⭐ :CODE RÉFÉRENCE: ⭐ 🇺🇦 🇺🇦 🇺🇦Posts: 1,243
    edited May 6

    Hi @kyuhwashim

    This is the procedure ans suggestion from Fizz

    • Block the SIM
    • Block the phone
    • Report the lost of your iCloud (Apple) or Google (Android) account.
    • Declare the loss or theft of your phone to your insurer.
    • Replace your phone.

    To use Fizz again: 

    If you find your phone: 

    • Expect a 48-hour delay (once you unblock it via your Fizz account) before being able to use it again. This delay is necessary for your phone to be removed from the National Stolen Device Blacklist. In the meantime, you can use your SIM card with another phone. 
    • Only a phone blocked via Fizz can be unblocked via Fizz. 
    • You can unblock your original SIM card via your Fizz account. 

    Read all the detail here

  • Whizz
    Whizz Posts: 13,398

    Hi kyuwashim,

    In order to activate thew new SIM card under the same plan and number, please contact us on chat(our only secure communication channel) and provide us with a picture of an ID card where we can see your name and home address alongside the activation code for the new SIM/ a picture of the code so we would be able to activate the new SIM card on your account and under the same phone number.

    You can contact us on Live chat by using any of our FAQs in the Solutions Hub, such as this one:
    You just need to access an FAQ(link) like the one above, scroll through it and after 10-15 seconds the ? bubble will appear in the bottom right corner of the page.
    Clicking on it will reveal multiple contact options, including the Live chat which is at the very bottom.
    Here you can find more information about how you can do that:

    Thank you for your consideration and have a good one!