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What to do if my device is lost or stolen?

What do I do if my device is lost or stolen?

Don't panic, we are here to help and guide you.

Block your SIM card immediately.

If your device is lost or stolen, we recommend that you immediately suspend your mobile line to protect it from misuse by a third party and report the theft to the nearest police station, even abroad. 

How do I block my SIM card?

Online, by phone or in a shop, we are at your side to quickly register your request. We will assist you in deactivating your SIM card and your subscription will remain active.

  • Online
    Go to your Customer Area on www.orange.lu
    Identify yourself in your Customer Area with your Orange login and your associated password, then:
    On the home page, click on "Block my SIM" and follow the procedure.

    If you have found your phone in the meantime, you can reactivate your SIM card in your Customer Area by going to the home page, clicking on the "More" button in the box associated with your line and then clicking on the "Reactivate SIM card" link in the alert box at the top of the page.  
  • Contact your Orange Customer Service
    Suspend your SIM card as soon as possible by calling Orange customer service.
    with the free number 606 from the Orange network nationwide
    with the free number 800 61 606 from any national telephone
    with the number +352 661 061 606 if you are abroad
  • In shop
    Go to an Orange shop to block your card and renew your SIM card and why not take advantage of the latest Orange promotions to buy a new mobile. 

Good to know: When you report a theft or loss to the police, don't forget to take the IMEI number of your mobile phone. This is an identification number specific to each smartphone. This will make it easier to report the theft or loss and may also help us find your smartphone.

Where can I find the serial number or IMEI number of my mobile phone?

The IMEI number of your mobile phone is a 15-digit code that you can find:

  • on your purchase bill
  • on the back of your device (except for Apple smartphones).
  • on the back of the box of your device
  • or by dialling *#06# on your device, then the call key

Block your mobile

Blocking a mobile phone makes it unusable, secures your data and prevents fraudulent use.

To block your Apple smartphone, go to https://support.apple.com/fr-be/guide/icloud/mmfc0f0165/icloud

Do you have a Samsung smartphone? Go to https://findmymobile.samsung.com/

For all other questions, our shops advisors are at your disposal.

Order a new SIM card

There are several options for ordering a new SIM card. Whether you are an Orange customer with a mobile subscription or a prepaid card, you will keep your number and your benefits, your package or your prepaid balance with this new card.

  • Online
    Go to your Customer Area on www.orange.lu

    Identify yourself in your Customer Area with your Orange login and your associated password, then:
    On the home page, click on "Order my SIM" and follow the procedure. Your new multi-format Sim card will be sent to you by post. You can then activate it online via your Customer Area. 
  • Contact your Orange customer service
    Make a SIM card renewal request by phone with your Orange customer service. Our advisors will guide you through the steps to take.
  • In shop
    By going to one of our Orange shops with your theft report and your identity card, you can immediately take your new SIM card with you. This will be activated within a few hours so that you can be connected as soon as possible.

Good to know: