Lost or Stolen Phone or SIM

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

  If your phone is lost or stolen, you should:

  1. Contact Maxis immediately to suspend your mobile service.
  2. Request to block your device under the Public Cellular Blocking Service (PCBS)*, where applicable.
  3. File a police report if theft or a crime is involved. Include your device IMEI number in the report if available.
  4. Lock your device remotely using:
     • Find My for Apple devices
     • Find My Device for Android devices
  5. Submit an insurance or protection claim if your device is covered under Maxis Device Care or SafeDevice Protection.

• What should I do if my SIM card is lost or stolen?

  Please contact Maxis immediately to suspend your service and prevent unauthorised usage.

  To continue using your mobile service, visit a Maxis Store to replace your SIM card.

  Bring your MyKad or passport for identity verification. Biometric verification may be required.

  A SIM replacement fee of RM10 applies.

  Find your nearest Maxis Store here.

• How can I track my lost or stolen phone?

  You may be able to locate your device using the built-in tracking features available on your smartphone.

  Examples include:

  • Find My for Apple devices
  • Find My Device for Android devices

  If your device location is shown and you suspect it has been stolen, do not attempt to recover the device yourself. Please contact the authorities and provide them with the relevant information.

• How can I protect my personal information if my phone is lost or stolen?

  To help protect your personal information:

  • Suspend your mobile service immediately.
  • Change passwords for accounts accessible from your device, including email, banking and social media accounts.
  • Remotely lock your device where available.
  • Remotely erase device data where available.
  • Monitor your accounts for any suspicious activity or unauthorised transactions.

  You may also request device blocking under the Public Cellular Blocking Service (PCBS), where applicable.

• How do I block my lost or stolen phone from being used?

  If you are a Maxis customer and the device was used on the Maxis network, you may request for the device to be blocked under the Public Cellular Blocking Service (PCBS).

  For more information on the Public Cellular Blocking Service (PCBS), please visit:

  https://www.maxis.com.my/en/faq/manage-account/my-account/public-cellular-blocking-service/

• I purchased my phone through Zerolution. Do I still need to continue my payments if my phone is lost or stolen?

  Yes. Any existing contractual commitments will remain in effect.

  If your device is covered under Maxis Device Care or SafeDevice Protection, you may submit a claim in accordance with the applicable terms and conditions.

  Please refer to the relevant protection plan FAQs for more information.

• How do I reactivate my service after it was suspended due to a lost or stolen phone or SIM card?

  If your SIM card was lost or stolen with your phone, you will need to replace the SIM and request service resumption.

  The registered owner must visit a Maxis Store and bring their original identification card or passport for identity verification. Our team will assist with the SIM replacement and resume your service.

  If your identification document was also lost or stolen, you must obtain a replacement before visiting the store. A police report is not accepted as a substitute for your identification card or passport.

  Please ensure your account remains in good standing, and your service is reactivated within 90 days from the date of suspension.

• What should I do if I find my phone or SIM card after reporting it lost or stolen?

  If you recover your phone or SIM card after reporting it lost or stolen, please contact Maxis or visit a Maxis Store for assistance.

  If your SIM card has already been replaced, continue using the replacement SIM card issued to you.

  If your device was blocked under the Public Cellular Blocking Service (PCBS), additional verification may be required before the block can be removed.