Blocking a lost or stolen phone and SIM in Spain

Terms used

• DNI — The DNI is the Spanish national identity card.
• NIE — The NIE is the identification number Spain gives to foreigners.
• IMEI — The IMEI is the unique serial number of a phone, used to block it.
• Denuncia — The denuncia is the police report you file after a theft.
• Duplicado — The duplicado is a replacement SIM card that keeps your phone number.

Key rules

• Two blocks: Suspending the SIM does not stop someone using the phone itself, so you also need the handset blocked.
• Cost: Suspending the line is free of charge.
• Your number: A replacement SIM keeps your number and cancels the old SIM once activated.
• SIM-swap: If your phone loses signal for no reason, call your operator and bank at once.

Do two things quickly: suspend the SIM and block the phone

Blocking the SIM and blocking the handset are separate jobs. You need both. Start with the SIM, because it stops anyone using your number and receiving your SMS codes.

Suspend the SIM

Call your operator's customer service line straight away. If you can still log in, the app or online area also works. Ask for the line to be suspended. This is free.

The operator will ask you to prove who you are. Have your DNI, NIE or passport ready. Sometimes they also ask for your phone number or account details.

Block the handset by its IMEI

The IMEI is the phone's unique serial number. Your operator can add it to a shared blacklist, so the phone stops working on Spanish networks and on those of partner operators. It then won't work with any SIM.

Find the IMEI in one of these places:

• the phone's box
• the invoice
• your Apple, Google or Samsung account
• the phone's settings, or by dialling *#06# on a phone you still have

If the phone was stolen, report it to the police and keep a copy of the denuncia. Operators often ask for it when blocking the handset. Requirements vary, so ask yours what it needs.

Blocking does not erase your data. If you get the phone back, the operator can lift the block.

Get a replacement SIM and keep your number

Ask for a duplicado in an operator shop, with ID. Some operators deliver it. The new SIM keeps your number, and the old one stops working once the new one is activated. Fees and delivery options vary by operator.

Guard against SIM-swap fraud

SIM-swap fraud is when criminals get a duplicate of your SIM, often by pretending to be you with the operator. They then receive your SMS codes and take over your bank and other accounts.

Watch for these signs:

• your phone suddenly loses signal for no reason
• an unexpected SMS about a SIM change
• unexpected bank alerts or logins

If you see any of them, contact your operator and your bank immediately, and report it to the police.

To protect yourself:

• Never share personal data or codes with anyone who contacts you.
• Use an authentication app instead of SMS codes where your bank allows it.
• Ask your operator to set a PIN or password on your line. Options vary by operator.

After a loss, contact your bank too, so it can watch for unusual activity.

The documents, checklist, warnings and FAQ below cover the details.

Documents you need

• Your DNI or NIE (or passport), as the holder of the line. The operator asks for it to confirm who you are before suspending the line or issuing a replacement SIM.

• Your phone number or account details, which the operator sometimes asks for as well.

• A copy of the police report (denuncia) if the phone was stolen. Operators often ask for it when blocking the handset by IMEI.

Checklist

• Call your operator's customer service line straight away, or use its app or online area if you can still log in, and ask for the line to be suspended. It is free.

• Have your DNI, NIE or passport ready, and your phone number or account details, when the operator asks you to identify yourself.

• Find your phone's IMEI on the box, on the invoice, or in your Apple, Google or Samsung account. On a phone you still have, dial *#06#.

• Ask your operator to block the handset by its IMEI and give them the IMEI and the police report if they ask for it.

• Ask for a replacement SIM (duplicado) in an operator shop with ID, or by delivery if offered, to keep your number.

What to watch out for

• Blocking the SIM does not block the phone: Suspending the SIM leaves the handset usable with another SIM, and the data on it stays on the phone. Ask your operator to block the handset by its IMEI too, so it will not work with any SIM on Spanish networks or those of partner operators.

• A blocked phone may still work abroad: The IMEI block may not work in countries that do not share the Spanish database. Change your account passwords and use your Apple, Google or Samsung account to lock the phone remotely.

• SIM-swap fraud: Criminals can get a duplicate of your SIM by impersonating you with the operator, then read your SMS codes and take over your bank accounts. Warning signs are sudden loss of signal, unexpected texts about a SIM change, and unexpected bank alerts. Call your operator and your bank at once, and report it to the police. Never share personal data or codes, and set a PIN or password with your operator.

• Relying on SMS codes: If your bank sends codes by text, whoever holds your number can receive them. Switch to app-based authentication where your bank offers it.

Frequently asked questions

Does blocking my SIM also stop someone using my stolen phone?

No, blocking the SIM only suspends your line, so the handset can still work with another SIM. To stop the phone itself, ask your operator to block it by its IMEI, the phone's serial number. That also keeps the phone off Spanish networks and those of partner operators.

Will blocking the handset by IMEI erase the data on it?

No, an IMEI block does not erase any data on the phone. It only stops the phone working with any SIM.

Can a blocked phone still be used abroad?

Yes, a blocked phone may still work in countries that do not share the Spanish blacklist database. The block covers Spanish networks and those of partner operators only.

How do I know if someone has swapped my SIM?

Warning signs are your phone suddenly losing signal for no reason, an unexpected text about a SIM change, or bank alerts and logins you did not make. If you see them, call your operator and your bank straight away and report it to the police.

Will I keep my number if I get a replacement SIM?

Yes, a replacement SIM (duplicado) keeps the same number. The old SIM stops working once the new one is activated. You can get it in an operator shop with ID, or sometimes by delivery.