Lost or Stolen Phone or SIM

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• What should I do if my phone is stolen/lost with my SIM inside? 

  1. Contact us — please call us immediately when you know the theft to suspend the service and request to block your phone under Public Cellular Blocking Service (PCBS)*.
  2. File a police report — If a crime is involved, file a police report immediately. Please provide any information you have, i.e., model, serial number, etc. Ensure that the IMEI number is included in the police report to help the authorities to track your device. Ensure that reactivation of your account is done within 90 days after suspension.
  3. Replace your SIM Card — Walk in personally to any Maxis Store to replace your SIM card. SIM replacement is an important change. Please bring your MyKad, as we will conduct biometric verification before making amendments. For foreigners, please walk in personally with your passport. A replacement fee of RM10 is applicable.
  4. Lock the device — If you have the option to lock the device, do so immediately. Both Apple and Android devices can be remotely locked using their respective “Find My” apps. This will prevent anyone from accessing your personal information.
  5. File for a claim — If you are under our Maxis Device Care, you can make a claim if your device is stolen. Head on to Maxis Device Care – FAQs | Maxis for more information. If you are under our SafeDevice protection, you can make a claim if your device is stolen. Head on to SafeDevice - FAQs | Maxis for more information.
     

• What should I do if my SIM Card is stolen/lost? 

  1. Contact us — When you know about the theft, please call us immediately to suspend the service.
  2. Replace your SIM Card — Walk into any Maxis Store to replace your SIM card.

  SIM replacement is an important change. Please bring your MyKad, as we will conduct biometric verification before making the replacement.  For foreigners, please walk in personally with your passport. A replacement fee of RM10 is applicable.

• How can I track my lost/stolen phone? 

  You can use the built-in tracking feature to locate your smartphone if you have a smartphone. You can also use a tracking app or service, such as Find My iPhone (for iOS devices) or Find My Device (for Android devices). Please do not attempt to recover the device alone, as this could endanger you.

• How can I protect my personal data if my phone is stolen?  

  If your phone is stolen, immediately change the passwords to any accounts accessible from your device, including email, social media, and banking apps. You may also remotely wipe your phone to erase all your personal data through Find my iPhone (for IOS devices) or Find My Device (for Android devices). If you’re unsure, please don’t hesitate to contact us immediately to block your phone under Public Cellular Blocking Service (PCBS)*. 

  Keep an eye on and monitor your accounts and credit reports for any suspicious activity or unauthorised transactions. If you notice anything unusual, report it immediately.

• How to block my lost phone from being used by others? 

  Under Public Cellular Blocking Service, you may request Maxis to block your lost phone in case of theft or loss if you are a Maxis subscriber and the particular phone was used on Maxis Mobile. Please refer to Public Cellular Blocking Service (PCBS)* for more information.

• I have purchased a phone through the Zerolution offer. Someone snatched my phone. Do I still need to pay?  

  Please call us to suspend the service and we will help you to block the stolen device. If you have Maxis Device Care or Maxis SafeDevice, we’ve got you covered. You can request a replacement with a police report, just call our Hotline at 1800-88-6888 (Mon-Sun 9:00 am-6:30 pm) or email to safedevice@maxis.com.my.  

• How do I reactivate my Maxis service after it has been suspended due to my phone or SIM being lost or stolen?

  To reactivate your service, visit any Maxis Centre to replace your SIM card. Your mobile service will be reactivated immediately after the replacement. For added convenience, you can also purchase a new phone during your visit—this allows you to resolve both your SIM and device needs in one trip.

  Pro tip: Bring a valid ID for verification. If your SIM was lost or stolen, report it to Maxis immediately to block unauthorized usage and protect against identity theft.

• What should I do if I find my phone or SIM card after I have reported it lost or stolen and had my service suspended or the phone blocked?

  If you recover your device or SIM card, contact us or visit your nearest Maxis Centre to reactivate your service. A reactivation fee of RM10 will apply to resume your mobile service securely.