It’s a really frustrating situation having your mobile phone or tablet go missing; it can feel like you’ve lost part of yourself. Fortunately, there are a few ways you can locate your missing device. If you are sure that it hasn’t been stolen, then the first thing to do is see if you can track it down. If you suspect it has been stolen, find out what to do when your mobile device has been lost or stolen.
Before anything else though, give it a call - you might be able to hear it ring or vibrate and you’ll have it back before you know it. If you’ve dropped/left it somewhere, a good samaritan might answer and let you know where you can pick it up. However, if you are going to meet someone who has your phone, remember your own safety and take someone with you, have them drop it off at a police station, or meet in a busy public location.
If you haven’t been able to locate your phone this way, it’s time to try and locate it using it’s GPS signal. This will only work if the device is still turned on.
Another option is Telstra Device Locator on the Telstra 24x7 App, which allows Telstra customers to locate Telstra Post-Paid and Pre-Paid SIM-enabled devices under their Telstra account using GPS and the Telstra Mobile Network. Telstra Device Locator gives you the ability to:
Locate your Pre-Paid and Post-Paid devices on a map
Send tailored messages to a lost device
Make a lost device play a sound (when device has mobile coverage or is connected to Wi-Fi)
View all the devices on your account, both Android and iOS, on the same map.
If you don’t have StayConnected or Telstra Device Locator, there's no need to despair! Most manufacturers offer a way to locate your device, so as long as you’ve turned on the functionality on your phone or tablet, it’s time to use your phone manufacturer’s software to locate it.
Below are the links for various manufacturers “Find My Phone” pages (they also work for some tablets).
Please note these websites are not run by Telstra and as such Telstra isn’t responsible for the management of these pages, functionality or any issues that arise in using these sites to locate your device.
If you have a device that uses the Android Operating System, you also have the option of using the Google Device Manager.
Just sign in with the email address and password of the Google account attached to your phone, and hopefully you’ll get the location of your device.
By now, if you haven’t found your missing device, you’ll need to decide what to do next. If you think your device is in your possession and just misplaced, you may like to leave everything as it is and continue the hunt, however we wouldn’t recommend this.
If you don’t know where your device is, but you don’t think it’s been stolen, you can arrange a Temporary Suspension. This will stop anyone being able to use the network features of the device such as calls and SMS (except calls to 13 22 00 - Telstra’s number - and 000). It will also suspend network data use, so you won’t need to worry about incurring charges, or having your friends and family contacted from your number. We can arrange this for you at no charge either over the phone on 13 22 00, or via Live Chat 24x7.
We can also arrange a Call Diversion to another number (SMS cannot be forwarded to another number) so you can still receive your calls whilst you wait for your device to re-appear.
If you then locate your device, you simply need to contact us again on one of the above options and we’ll remove the suspension and/or call diversion and get you back up and running.
Important Information: Your monthly plan fees and other recurring charges (such as Handset Mobile Repayment Option and Data Packs etc.) will continue to apply while usage is suspended.
You must be the Account Holder, or an Authorized Representative to request the suspension, or to remove the suspension.