iPhone Duo stolen? What to do, in order

iPhoneUpdated

If your iPhone Duo is stolen, mark it as lost in Find My straight away, then report it to the police and your network provider, and file an AppleCare+ Theft and Loss claim if you have one. Apple says Lost Mode locks the phone with your passcode and stops Touch ID being used to unlock it.

Quick answer

Sign in at icloud.com/find or open Find My on another Apple device and turn on Lost Mode. Report the theft to the police with the serial number or IMEI, and ask your network provider to disable your account. If you have AppleCare+ with Theft and Loss, start a claim and keep Find My on until it's approved.

What should you do first?

Lock it. Apple's lost or stolen iPhone page puts Find My first: from another Apple device signed in with your Apple Account, or at icloud.com/find, you can play a sound, mark the phone as lost or erase it. Marking it as lost turns on Lost Mode. Apple says that locks the phone with your passcode, suspends Apple Pay cards and passes, and lets you put a phone number and message on the screen.

To turn on Lost Mode from the Find My app:

  1. Open the Devices tab and select your iPhone Duo.
  2. Tap More, then scroll to Lost [Device].
  3. Turn on Lost Mode, add your contact details if you want them shown, then tap Activate.

Apple adds that if Find My wasn't on before the theft, you can't mark the phone as lost or erase it remotely.

If you've been hurt or the theft has only just happened, the Metropolitan Police says to call 999. Your safety comes before the phone.

What's different because iPhone Duo uses Touch ID?

iPhone Duo unlocks with Touch ID in the side button and has no Face ID. Apple's Touch ID security article says that if your device is lost or stolen, Find My Lost Mode can stop Touch ID being used to unlock it. So Lost Mode matters even if you think the thief can't get past your fingerprint.

With Stolen Device Protection on, Apple's support page says turning off Lost Mode needs Face ID or Touch ID, with no passcode alternative, when the phone is away from familiar places. On iPhone Duo that means your fingerprint. The full rules are in Stolen Device Protection on iPhone Duo.

If the thief may also know your passcode, our guide to a phone stolen with the passcode covers your Apple Account, banking apps and passwords in order, so we won't repeat it here.

What changes because iPhone Duo is eSIM only?

There's no SIM card in the phone. Apple's spec page says iPhone Duo is activated with an eSIM and does not support a physical SIM.

Apple's advice is to contact your wireless network provider to report the phone, ask them to disable your account, and file a claim if your plan covers it. The Metropolitan Police adds that you should give your provider the IMEI number so they can block the device.

Stolen Device Protection helps here too. Apple lists "Set up or transfer an eSIM" among the actions that need Face ID or Touch ID, with no passcode fallback, away from familiar locations.

When you get a replacement, Apple's eSIM page describes setting it up with your network provider's activation, a QR code from your provider, or Quick Transfer, which needs you to confirm on the old iPhone. Apple also says that when the mobile plan on a new iPhone activates, it deactivates your previous SIM.

Where do you find the serial number and IMEI?

The police and your network will ask for them. Apple says iPhone 14 models and later don't have an IMEI engraving.

Apple's ways to find them without the phone:

  1. Sign in at account.apple.com with the Apple Account used on the phone, open Devices and select it.
  2. On another device signed in to the same Apple Account, look under your name in Settings.
  3. Check the barcode label on the original box, which Apple says shows the serial number, EID and IMEI.

Before anything happens, note them down. Apple says both numbers are in Settings > General > About, and the Metropolitan Police suggests keeping the IMEI somewhere other than the phone.

How do you report a stolen iPhone Duo to the police?

Apple says to report it to your local police, who may ask for the serial number. In London, the Metropolitan Police says you can report online or call 101 for non-emergencies, and to include the device details, such as the IMEI, and any fraudulent transactions.

How does an AppleCare+ Theft and Loss claim work?

If your plan includes Theft and Loss, Apple says to file a claim for a replacement at support.apple.com/iphone/theft-loss-claims, and not to remove the iPhone from Find My or your Apple Account until the claim is fully approved. It isn't available in every country or region.

Apple's UK AppleCare page adds the conditions:

  • Find My must be enabled on the device when it's lost or stolen, and should stay enabled through the claim.
  • During the claim you'll be asked to erase your missing device, disable it and transfer ownership before a new device is issued.
  • In the UK, after starting the claim with Apple you finalise it on AIG's website, aigtheftandloss.uk.
  • Same-day replacement isn't available for theft and loss claims, and the replacement is sent to you rather than collected from a store.

Apple lists the theft or loss excess for iPhone as £109 in the UK and a $149 service fee in the US. AppleCare+ with Theft and Loss covers up to two claims every 12 months. Prices and cover are in AppleCare+ for iPhone Duo.

Should you erase a stolen iPhone Duo?

Only once you've tried everything else, Apple says, because erasing can't be undone. If the phone is offline, the erase starts the next time it connects. After erasing, don't remove it from Find My: Apple says that turns off Activation Lock and makes the phone easier to unlock and resell.

Where Failshot fits

Lost Mode and Activation Lock keep a stolen Duo locked to you. Your passcode is the first layer. Failshot is the second.

Failshot for iPhone is coming soon. When it's out, you'll turn it on, leave Failshot open on its own screen and lock your iPhone, and whoever unlocks it into Failshot will be photographed. Get early access and we'll email you when Failshot for iPhone is ready.

Failshot for Mac is out now, for macOS 14 or later.

More questions

Will Apple contact me if my stolen iPhone Duo is found?

No. Apple says it will never contact you to say your device has been found, and that you should never share your passcode, passwords or verification codes with anyone who asks. A message claiming to be Apple with news of your phone is a reason to be careful.

Can I take the SIM out of a stolen iPhone Duo?

There isn't one. Apple says iPhone Duo is activated with an eSIM and doesn't support a physical SIM card. Contact your network provider to report the theft and disable your account, and give them the IMEI so they can block the phone.

Does AppleCare+ replace a stolen iPhone Duo?

Only if your plan is AppleCare+ with Theft and Loss, and Find My was on when it was stolen. Apple says the plan covers up to two claims every 12 months, each with an excess of £109 in the UK or a $149 service fee in the US.

Should I remove my stolen iPhone Duo from my Apple Account?

No. Apple says removing it from Find My turns off Activation Lock, which makes it easier for someone to unlock and resell. If you're claiming on AppleCare+ with Theft and Loss, keep it on your account until the claim is fully approved.

Sources