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Lost or Stolen Device

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Last updated by Isabel M

I lost my phone, what should I do?

First things first, try calling it from another phone and see if you can hear it ring, or vibrate. If you're sure it's nowhere to be found, you can try locating it by way of the Android Device Manager as long as your phone is running 2.2 or higher.

If you're running 2.0 or 2.1 you can also try an app like Plan B, which you can download to your phone after it's lost.

Of course data has to be enabled on both the phone and the account for most lost device apps to work optimally. If the device is able to connect to a recognized Wi-Fi network then it may work without data being enabled, but if the device is unable to make an Internet connection, then the app won't work.

I don't want anyone using my phone, what do I do?

Go to your Ting account online and suspend your number. You'll find this option in the Actions section listed beneath the picture of your phone in the phone's Device Settings. When your phone number is suspended you're still billed the $6 monthly active line fee, but if someone has your phone they won't be able to use any services that cost you money.

This is also a good thing to do if you want to keep the phone number that's on the phone and transfer it to another device at some point. You'll have to un-suspend the number briefly to move it to another phone, but until you have that new device you don't have to worry about charges being racked up.

Just remember, most phone location services will not work once the line is suspended because they require a data connection.  However, you can suspend and un-suspend your device as needed.

If you're not able to do this on your own, give us a call at 1-855-846-4389, so we can help you out.

I'm sure my device was stolen, what do I do?

If you're sure your device was stolen and there's no chance of getting it back, go to your account online, click on the Device Settings for that phone and suspend or deactivate the number. If you're hoping to move the phone number to a new device, then suspending the number gives you that option (you'll have to un-suspend the number briefly to swap it to another phone). Just an FYI, the $6 monthly active line fee still applies to a suspended line.

If you don't care about keeping the number and you feel certain you won't be able to get the phone back, then you can deactivate the phone number entirely. If you aren't able to do this on your own, give us a call at 1-855-846-4389 so we can do it for you.

Can I buy insurance for my device?

We don't offer insurance for devices at this time, although some Ting customers have mentioned a number of 3rd party insurance products in the comments of this thread.

Have more questions? Submit a request

Comments

  • Avatar
    randy Davis

    can I buy insurance for the four phones I just bought?

  • Avatar
    Ben Lucier

    Hi Randy, I've added your question above. We don't currently offer insurance for devices. Sorry about that.

  • Avatar
    Joe McCarron

    Ben, under "my device was stolen..." you say that Ting will "also help get you a replacement device".  What do you mean by this? 

  • Avatar
    Ben Lucier

    Hey Joe,

    Sometimes we're able to offer a device that's been returned to our warehouse at a lower cost than buying a brand new phone. 

  • Avatar
    Janice Pappo

    i have lost my phone please help

  • Avatar
    Rob Lake

    Jance, I'm so sorry you've lost your phone! I can see you spoke with Allistair today, and he was able to get the service suspended for you so it can' be used by anyone who's maybe picked it up.

    Good luck - I wish you the best in tracking it down!

  • Avatar
    Emma Branson

    I just got back from a trip to paris. Unfortunately, on the train to the airport, a man cornered me away from my luggage and took my phone out. He had been following me the whole day to take my phone. I believe service has already been suspended, but I was wondering what the next step should be.

  • Avatar
    Andrew Costen

    Are you saying he added some sort of tracking software to your phone, or he's physically stalking you? If the latter, you might want to consider contacting the authorities. Actually, even if it's the former you may want to do that. Either way though, I don't see a Ting account in your name, so please give us a call at 1-855-846-4389 and we can discuss it further.

  • Avatar
    Emma Branson

    Its a family account, I just made this one to see what I should do about it. He stole my phone from me, but prior to taking it he had been stalking the group I was with for an entire week. Now I'm back in the states, and I'm wondering what kind of device protection ting might offer for stolen phone situations.

     

  • Avatar
    Andrew Costen

    I'm very sorry to hear that happened. Ting doesn't provide any form of device protection at the moment, although I know there are people who use third-party services (such as SquareTrade for instance) for insuring their devices.

  • Avatar
    John Colello

    I lost my phone it is no where to be found. Could u send me a replacement phone

  • Avatar
    Samantha C

    Hey John, We don't offer replacements for lost or stolen devices, we can help you order a new phone to take its place. I've sent you an email to go over details. 

    -Sam

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    The UltimateG

    Root your phones and install Free Avast Mobile Security. I have recovered 2 stolen phones with it so far and swear by it. The Anti-Theft feature requires root access though!

  • Avatar
    The UltimateG

    Also, if you have lost your phone and have not installed any anti-theft prior to losing it you may also want to try Plan-B. You can log into your Google Play account and force it to install and then ping your phone for it's location. Works for some phones, not all, but also worth a try.

  • Avatar
    Stephen Norman

    From what I'm reading, it's important once a phone is stolen or lost and truly gone to report the ESN number as bad/stolen/lost.  This way at least the stolen device can't be reactivated by the thief.  So, since these are all Sprint devices, do I call Sprint to do that?  It would really give me peace of mind at least to know that the worthless piece of crap that took my wife's S3 did it all for nothing.

  • Avatar
    The UltimateG

    Stephen,

    You cannot sell an old Ting phone back to a Sprint customer (like on Ebay for example) without first calling Ting to have them switch the ESN back to Sprint. With that in mind, I would imagine it is best to report the stolen phone to Ting who apparently takes possession of the ESN from Sprint.

    Also, I hate to burst your bubble, but there are plenty of repair shops that gladly buy used phones with BAD ESN's all the time to use for parts/repair and plenty more that used to flash phones with a new ESN using a donor ESN from a cheaper model. I do believe recent legislation makes flashing or cloning a new ESN illegal. That still doesn't stop your stolen phone from making it to a chop shop and a profit made from it unfortunately.

  • Avatar
    Stephen Norman

    Yeah, I know, I know.  I'm blowing off steam.  I want to do everything I possibly can to make it difficult for the thief.  I want to imagine a stupid kid that just thought he'd be able to use it after taking it.  You're ruining the fantasy.  Unfortunately, my first reaction to the phone being stolen was to deactivate it.  That's not left my wife and I with many options to track it, wipe it, etc.  

  • Avatar
    The UltimateG

    I feel your pain. My daughter lost her phone 2nd week she owned it. I never did recover it. Rooted her replacment phone and recovered it a second time it happened though using Avast!

  • Avatar
    Samantha C

    Hey there Stephen, I've sent you an email so we can get this sorted.

    -Sam

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    siguie shortstrider

    @ Stephen

    I am very sorry for your loss. Like you mention "deactivation" really shouldn't be the first step in many cases.

     

    @ Ting

    I think the first post should be edited to reflect the options that are now available to locate phones. The big one for android phones is googles Android Device Manager  https://www.google.com/android/devicemanager

    If you have an android phone that's linked to your google account in anyways and that phone is on you can find it anywhere in the world. This is a very cool recent development and should probably be the first step for any lost or stolen phone.

    If you have and older phone running android 2.0- to 2.3 Plan B from google play is worth a shot and works after your phone is lost or stolen.

     

    For those thinking ahead there are numerous anti-theft apps available but I would like to recommend "Prey Project" just google it I'm not entirely sure what links are ok to post on the forum. There is an app for phones as well as options for computers.

    Lastly if you have rooted your phone Avast gives you so many cool options you'll wonder why everyone doesn't do this.

    Also if you happen to have Automateit Pro or Tasker it's very simple to create a task that sends you the phones GPS coordinates when you send it a special text message. This isn't at the same level as the others BUT it's easy and handy.

     

    Nothing can guarantee you will get your phone back but in my opinion deactivation should be the last option and not the first.

  • Avatar
    Brennan V

    We just recently wrote a blog post on the Android Device Manager, which will allow you to locate and remotely erase info on your device. Here is the link:

    https://ting.com/blog/introducing-android-device-manager-the-easiest-way-to-track-your-device/

  • Avatar
    siguie shortstrider

    That's great! :thumbs:

    So shouldn't the first step if a device is lost or stolen be to check Android Device Manager and not to deactivate the device?

    It was Stephen's case that made me think that the first post really needed to be changed. Deactivating is about as close as you can get to just writing a device off as gone forever. If you are worried about calls/data/text being charged to your account you can just turn those parts off in your dash or set them to disable. Oh and changing your Ting password would be advisable too since the app has no built in security. I use Perfect App Protector to lock apps like that.

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    Lonni Olson

    I just used the "Plan B" Locating App and it worked great! It pinpointed my device to 5 meters of my house, which assured me it had not been stolen at least, and I finally found it in an obscure location (thank you, toddler). What a neat app, thanks for the tip on using it!

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    siguie shortstrider

    Yesss! I am so happy for you!!! You are now the 3rd person I know of who has successfully used that app and the 2nd one to have needed it due to mischievous mini-humans.

  • Avatar
    christine mclellan

    I lost my phone & by now it has no power, please tell me there's a way to track it, please HELP ME OUT I'M SOOOOO CONFUSED ON THE NEXT STEP.THNKX.

  • Avatar
    The UltimateG

    We just recently wrote a blog post on the Android Device Manager, which will allow you to locate and remotely erase info on your device. Here is the link:

    https://ting.com/blog/introducing-android-device-manager-the-easiest-way-to-track-your-device/

     

    Unfortunately you will need ithe phone to be charged and turned on and in some cases connected to data for it to work.  Also there is a app for android called PlanB you can go to the Play Store on your PC and remotely install it, That may also help locate your device. Speaking of devices what kind of phone did you lose? It may help narrow down ways to find it.... Pray someone finds and charges it up.

     

    In the mean time go to the Play Store on a PC and install PlanB. Keep checking your email for a location from PlanB and also trying the Google method above. Eventually someone will find it and juice it up. Keep in mind that if you cancel the line immediately and report it as lost, your chances of recovering the phone are ZERO.

     

    Reduce usage while you wait for someone to find and charge it.......Log into your TING account on your PC and go to device settings for that particular number and turn off all the call, text and data capabilities to temporarily disable service. Whenever you ping PlanB or the Google method above to try and locate the phone you will need to turn all the settings back on for a few minutes before you attempt to locate, this will allow you to ping the phone and stop any unauthorized usage.

     

    If you really want the phone back, you could purchase an older sprint flip phone and start a new line with TING for $6 while you play the hit and miss location game i mentioned above..... Just depends how hard up you are to get the phone back i guess.....i have a mint/refurbished Samsung M370 flip sent to me directly by Ting I used as a spare for a few weeks for the same purposes and eventually i recovered it from a coworker who found it, charged it and brought it back to work, where i located it by setting off an obnoxious alarm with a different app called Avast (Rooted Epic 4G Touch) I  had preiinstalled.

     

     

  • Avatar
    The UltimateG

    Damn, no edit.... I forgot to ay good luck on your quest to locate your missing phone and remember..... Never try and confront a stranger you may have located with your device, always call for police assistance.

  • Avatar
    The UltimateG

    Oh, damn, and DONT port your old number over to the new device.... Get a new number as a temp. If you port your old number the phone goes dead and you will never be able to locate it...

     

    Note to TING... Can we get a 5-10 minute timer for editing posts on the forums please?????

  • Avatar
    Renny M

    Hi Christine.  

    We are sorry to hear that you lost your phone!  If you haven't done so already, please follow the instructions in the original post to suspend service - and if it's really lost, please get in touch with us. Thanks to The UltimateG for posting some great info on the Android Device Manager!   (We appreciate the feedback for the edit function.)

  • Avatar
    nicholas cruz

    I let 2 months pile by and i have not payed my ting account, but i recently payed it last night andit says my account was reported as lost or stolen. WHAT DO I DO???

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