uk Technology & digital loss

What to do if…
you lose the phone or device holding your verification codes or passkeys and cannot sign in

Produced and maintained by PanicStation.org Published: 24 July 2026 Last reviewed: 16 August 2026 Editorial policy UK guide

Short answer

Use another trusted device to look for a synced passkey, backup code, security key, existing signed-in session or official account-recovery option. If the missing device may be accessible to someone else, secure your mobile service and highest-risk accounts promptly.

Do not do these things

Do not share passwords, verification codes, backup codes or recovery links with anyone who contacts you.
Do not approve a sign-in prompt you did not initiate.
Do not use account-recovery links from unsolicited emails, texts or messages.
Do not pay anyone who claims they can bypass the provider’s security checks.
Do not repeatedly guess passwords or recovery answers if the service warns that further attempts may restrict or delay access.
Do not create a replacement account before checking whether the original account can be recovered.
Do not remotely erase the device before considering whether you still need its location or other recovery options, unless leaving its data accessible creates a more urgent risk.

What to do now

Use a device and internet connection you trust. Open the service through its official app or by entering its usual website address yourself.
Look for sign-in choices such as “try another way”, “use another device”, “use a security key”, “enter a backup code” or “recover your account”. The available wording and methods depend on the provider.
Check other phones, tablets or computers you already use. A passkey may be available through the credential manager connected to your account, or an existing signed-in session may let you change security settings.
Look in the secure place where you keep backup codes or recovery details. Enter a backup code only into the provider’s genuine website or app.
If those methods do not work, start the provider’s official account-recovery process. Use contact details you can currently access and provide accurate information. Recovery checks and waiting periods vary between services.
Prioritise access to your main email account because it may be used to recover other accounts. Then deal with banking, work, government, cloud-storage and password-manager accounts.
Use the device manufacturer’s official find-device service where available. It may let you locate the device, mark it as lost, lock it or display contact information. Do not travel to an unfamiliar location to recover it yourself.
If the device contains a SIM or eSIM, contact your mobile provider promptly. Ask it to block or replace the SIM so the missing device cannot receive calls or texted verification codes. Confirm whether your existing number will be retained.
If the device was stolen, you can report the theft to the police. Call 999 if someone is in immediate danger or the crime is in progress; otherwise report it online or call 101.
After recovering an account, review its recent activity, recovery details and signed-in devices. Remove the missing device where possible, sign out unfamiliar sessions and replace backup codes that may have been exposed.
Contact the provider through its official support route if you find activity or security changes you do not recognise. Contact your bank immediately through a trusted number if banking access or financial information may be at risk.

What can wait

You do not need to recover every account at once. Buying a replacement device, redesigning your security setup, changing every password and deciding whether to change your phone number can usually wait until your email, mobile service and highest-risk accounts are stable.

Important reassurance

Losing the device does not necessarily mean losing the account. A synced passkey, another signed-in device, backup code, security key or the provider’s recovery process may still restore access. Work through one important account at a time.

Scope note

This guide covers immediate steps to protect the missing device and begin restoring account access. Rebuilding your authentication setup or challenging an unsuccessful recovery decision may require later help from the provider, your employer or a qualified specialist.

Important note

This is general digital-safety information, not legal, financial or professional cybersecurity advice. Recovery options, identity checks and waiting periods differ between providers, and only the relevant provider can confirm what applies to an individual account.

Additional Resources

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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