Emergency guide
I lost my wallet, phone or ID, or it was stolen
Losing a wallet or phone starts several deadlines at once. This page lists what to do today, the deadlines that may have started, who to call and words you can use.
General information, not legal advice. Rules depend on where you live. If you have a letter, notice or form with a date on it, get advice before that date passes.
Checked 9 October 2026 · re-check due 15 December 2026 · To keep a copy, use your browser’s print or share menu.
First: are you safe?
If anyone took your things by force or threat, or you are in danger now, call 911 in the US or 999 in the UK. If this has you thinking about ending your life, call or text 988 in the US, or call Samaritans on 116 123 in the UK, at any hour. Without your own phone, borrow one: Samaritans is free from any phone, and in the US you can also chat with 988 online at 988lifeline.org. If there is no money for food tonight, call 211 in the US; in the UK, find your nearest food bank through Trussell, below.
Today
- Call your bank and card companies now. Use the number on your statement, on a card you still have, or in your banking app. Never use a number from a text or from someone who calls you. Ask them to cancel the lost cards and watch the account. In the UK, 159 connects you to your bank if it uses that service.
- If your phone was taken and it has banking or payment apps on it, tell your bank that too, even if no card is missing. Write down the time you noticed the cards were gone, the time you reported them, and who you spoke to.
- If your phone is gone, lock it from a borrowed phone or a computer: iCloud.com/find for an iPhone, Find Hub for Android. Then call your phone company to suspend the line and block the phone.
- If the phone was stolen, do not go after it yourself, even if a map shows where it is: give the place to the police. Do not put your own number on the lock screen. Treat any message that says your phone was found with care: Apple says it never sends one. Do not reply to it or click its link.
- If you think it was stolen and you will not get it back, erase it from the same page you locked it on: the FTC says these tools are for erasing a phone you think someone stole. Apple says erasing cannot be undone, and says not to remove a stolen iPhone from Find My, because that makes it easier to resell.
- From another device, change your email password first: the UK's National Cyber Security Centre says anyone who gets into your email can reset your other passwords. Then change your bank logins and other main accounts. Check that the recovery phone number and email on each are ones you can still reach, and turn on two-step sign-in where you can.
- If anything was stolen, report it to the police and ask for a crime or report number: banks, insurers and phone companies may ask for it. Give the make, model and serial number or IMEI of the phone (the IMEI is the phone's own identity number; your phone company has it), and say which cards and papers were taken.
- In the UK, report a theft by calling 101, online, or in person. In Northern Ireland, if you are on Tesco Mobile or giffgaff, 101 may not connect: call 028 9065 0222 instead.
- If a SNAP EBT card (your food benefits card) was lost, report it to your local SNAP office or your state's EBT card line and ask for a new card. Federal money to replace stolen SNAP benefits stopped for thefts after 20 December 2024, so ask whether your state will replace anything.
- In the US, protect your identity: freeze your credit at all three credit bureaus (free, and it stays until you lift it). Report a lost driver's license to your state motor vehicle agency. Get a new Medicare card from your Medicare account or 1-800-MEDICARE (1-800-633-4227).
- If you think someone is using your Social Security number, report it at IdentityTheft.gov. You may not need a new Social Security card: knowing the number is usually enough, and a replacement is free.
- In the UK, check your credit file at the three credit reference agencies. Ask each to add a free Notice of Correction password: the agency then asks for it when anyone applies for credit in your name. Your National Insurance number is on a payslip, a P60 or in the HMRC app. Replace a driving licence through DVLA (GOV.UK) in Great Britain, or DVA (nidirect) in Northern Ireland.
The clocks that have started
Deadlines that can start when this happens, soonest first. Your own letters give your dates; when two dates could apply, count from the earlier one. The details of each are on the page online; its address is at the bottom.
Deadlines that can start when this happens, soonest first. Tap one to see when it starts and what happens if you miss it. Your own letters give your dates; when two dates could apply, count from the earlier one.
Jump to: United States · United Kingdom
In the United States
Tell your bank or payment app about money taken from your account (the federal rule called Regulation E)2 business days from finding out, to keep your loss to $50 at most if your card, PIN or login was used.United States (federal rule)
- How long
- 2 business days from finding out, to keep your loss to $50 at most if your card, PIN or login was used. In any case, 60 days. You can tell the bank by phone, in person or in writing; a letter must reach it within the 60 days. If you phone, ask whether the bank needs it in writing. If it does, send it within 10 business days, or the bank does not have to put the money back in your account while it looks into it
- Starts
- the day you learn your card was lost or stolen, or that a scammer got your card number, PIN, login or a security code from you, or the day you first see a transfer you did not make, whichever is earliest. The law counts the 60 days from the day the bank sent the statement that first shows the transfer; count from the day of the transfer to be safe
- If missed
- you may be held responsible for more of the money. The bank must give you more time if something like a stay in hospital or long travel caused the delay, so tell it what happened and ask anyway
- It lets you
- have the bank or app investigate and treat the transfer as unauthorized. If a scammer tricked you into giving them a code, login or card number and then moved the money, the CFPB says that counts as unauthorized, and the bank cannot refuse because you shared it. Tell the bank within 2 business days and your loss cannot be more than $50; after that it can be up to $500. If you wait past the 60 days, you may not be protected for transfers made after that
For a lost or stolen debit or ATM card, the 2 business days count from the day you learn the card is gone, not from the day you see a payment. Report it today: if you report it before anyone uses the card, you owe nothing.
Where this differs: This covers bank and credit union accounts, debit cards and payment-app balances such as Venmo, Cash App or PayPal. If you pressed send yourself because you were tricked, the rule may not cover it, because it is about transfers someone else started. Do not decide that yourself: tell the bank in writing what happened, within the same 60 days, and ask it to investigate. Credit cards follow a different rule: see the next clock. Your state or your account agreement may give you more protection, never less
Checked 9 October 2026 at Consumer Financial Protection Bureau (Regulation E, 12 CFR 1005.6)
Report a lost or stolen credit cardNo number of days is set for reporting the loss: the FTC says to report it as soon as possible.United States (federal rule)
- How long
- No number of days is set for reporting the loss: the FTC says to report it as soon as possible. What you can lose depends on when you report. Nothing, if you report before anyone uses the card. At most $50, if someone used it first
- Starts
- the moment you notice the card is missing, even if you are not sure it was stolen. Write down the date and time you noticed, and the date and time you reported it
- If missed
- if someone uses the card before you report it, you may be asked to pay up to $50 of the charges. If you miss the 60 days for the written billing dispute, you lose that dispute process for the charge, but the federal $50 limit on charges you did not make still applies: tell the card company in writing anyway
- It lets you
- stop charges you did not make from becoming yours: federal law says you are not responsible for charges made after you report the loss. You can also dispute a charge you did not make that is already on a bill: send a letter to the address for billing disputes so that it reaches the card company within 60 days after the first bill that shows the charge was sent to you
Where this differs: This is for credit cards. Debit and ATM cards follow different rules: see the debit card clock. If only your account number was used and the card itself is not lost, the FTC says you are not responsible for charges you did not authorize. The $50 is the most a card company can ask, and only if it has met the conditions in the law; your card agreement may give you more protection, never less. Check your bills for charges you do not recognize and call the card company about each one
Checked 9 October 2026 at US Federal Trade Commission
Tell your phone company the phone is lost or stolenNo number of days is set.United States (set by each state)
- How long
- No number of days is set. The FCC says to report the theft or loss to your service provider immediately: you may be responsible for charges made before you report
- Starts
- the moment you notice the phone is gone. Even if you think you may only have lost it, the FCC says to lock it remotely to be safe
- If missed
- you may be responsible for charges to your account made before you report. Lock the phone remotely as soon as you can; the FCC says the same tools can wipe it, which you can do if you think it was stolen
- It lets you
- ask your provider to disable your phone and block access to the information it carries, and to give you written confirmation that you reported it missing and that it was disabled. If the phone was stolen, report it to the police too and give them the make, model, serial number and IMEI, MEID or ESN. Some providers require proof the phone was stolen, and a police report gives you that
Where this differs: This is the FCC's advice, not a federal deadline: what your provider charges, blocks and replaces depends on your provider and your plan. The FCC says to read your warranty or service agreement to learn what happens if a phone is stolen or lost. Ask your provider what limits apply to you. The steps to lock an iPhone or Android phone from another device are in the checklist above
Checked 9 October 2026 at Federal Communications Commission (FCC)
Report a lost or stolen U.S. passportThe State Department says to report it immediately, and reporting cannot be undone: the passport is no longer valid for travel even if you find it later.United States (federal rule)
- How long
- The State Department says to report it immediately, and reporting cannot be undone: the passport is no longer valid for travel even if you find it later. Reported online, it is cancelled within 1 business day and you get a confirmation email. Reported by mail, or on a new application (Form DS-11), it can take several weeks to cancel
- Starts
- the moment you know your valid passport is lost or stolen. Do not report an expired passport as lost or stolen
- If missed
- until it is cancelled, someone holding the passport may be able to use it or your details to pretend to be you. The State Department says to report it immediately. A report by mail can leave it uncancelled for several weeks: use the online form to cancel it at once. Reporting cannot be undone: the passport is no longer valid for travel even if you find it later, and you will need to apply for a new one in person. If you have to travel soon, call the National Passport Information Center (below) about an urgent appointment
- It lets you
- protect yourself from identity theft. Report online with the Online Form Filler, by phone on 1-877-487-2778 (TTY 1-888-874-7793), or by mail with Form DS-64 and a photocopy of the front and back of a photo ID. Reporting does not replace the passport: to get a new one you must apply in person with Form DS-11. Say where and when it was lost or stolen and, if you filed a police report, give a copy
Where this differs: If you are outside the United States, contact the nearest U.S. embassy or consulate to replace it; you may be able to get a limited-validity passport. The State Department's page has separate steps if the passport was lost in the mail or in a natural disaster. This clock is for U.S. passports: for a passport from any other country, contact that country's embassy or consulate
Checked 9 October 2026 at US Department of State (travel.state.gov)
In the United Kingdom
Tell your bank the moment a card is lost or stolenTell your bank the same day.Whole UK
- How long
- Tell your bank the same day. The law says you must tell it without undue delay on becoming aware of the loss or theft, and gives no number of days
- Starts
- the moment you notice the card is missing, even if you are not sure it was stolen. Note the time you noticed and the time you told your bank
- If missed
- payments made before you tell your bank can be partly or wholly your loss, and nothing protects you from the next one until you report. From the moment you tell your bank you are not liable for any payment made after that, unless you acted fraudulently, so report it now even if you think you were careless. The law makes you liable for all the losses only where you 'acted fraudulently' or 'with intent or gross negligence failed to comply' with your duty to report the loss without undue delay and keep your security details safe. Citizens Advice gives sharing your PIN or password with someone as an example of gross negligence
- It lets you
- stop anyone using the card from then on: you are not liable for payments made after you tell your bank, unless you acted fraudulently. For payments made before you tell it, your bank can ask you to pay up to £35 of the losses from a lost or stolen card, but not for most online and phone payments, and not if it did not give you a way to report a loss. Citizens Advice says your bank should refund money stolen by fraud, ideally by the end of the next working day after you report it
Where this differs: These are the Payment Services Regulations 2017, which apply across the UK. Many banks refund more than the minimum: ask yours. For payments you notice later that you did not make, tell your bank at once and see the 13-month clock. Citizens Advice's England page was read; Scotland, Wales and Northern Ireland have their own Citizens Advice pages, and Advice NI covers Northern Ireland
Checked 9 October 2026 at legislation.gov.uk (Payment Services Regulations 2017, regulation 77)
Tell your mobile provider the phone is lost or stolenOfcom says you may be liable for all charges run up until you report it.Whole UK
- How long
- Ofcom says you may be liable for all charges run up until you report it. If you are with Three, Virgin Mobile, Vodafone, EE or O2, you should only have to pay up to £100 for unauthorised use outside your allowance if you report within 24 hours. With Vodafone, if you miss 24 hours but report within five days, up to £500
- Starts
- the moment you notice the phone is gone. Ofcom says to contact your provider as soon as possible, ideally within 24 hours
- If missed
- you may have to pay for the calls and charges up to the time you report it. On pay as you go, you might not get a refund for credit used before you report. If your provider charges you for use after you reported the phone missing, dispute the bill
- It lets you
- have your provider bar your SIM to stop calls being made on your account, and block the handset by its IMEI so nobody else can use it. You can also ask for a replacement SIM with your number on it, usually free or low cost. If you find the phone, your provider can normally reactivate it. If it was stolen, report it to the police by calling 101 or going in person: your provider can give you the IMEI to pass on. Keep the crime reference number for insurance
Where this differs: Ofcom's £100 and £500 limits are for the networks it names and for unauthorised use outside your allowance; Citizens Advice says some networks only do this for monthly contracts. Other providers may differ: ask yours. Your provider will not usually replace the phone free, and you keep paying line rental until the contract ends. If the phone is insured, tell your insurer as soon as possible. Citizens Advice England and Scotland give the same steps; in Northern Ireland, nidirect says providers can block both the handset and the SIM so neither can be used again. Ofcom's page dates from January 2024: check the limit with your provider.
Checked 9 October 2026 at Ofcom
Cancel a lost or stolen British passportGOV.UK says to cancel it as soon as possible, and a cancelled passport can never be used again, even if you find it.Whole UK
- How long
- GOV.UK says to cancel it as soon as possible, and a cancelled passport can never be used again, even if you find it. It gives no number of days
- Starts
- the moment you know the passport is gone. You must cancel it before you can apply for a replacement
- If missed
- GOV.UK says cancelling reduces the risk of anyone else using your passport or your identity, and you cannot apply for a replacement until you cancel. HM Passport Office's own form says a cancelled passport must never be used again and, if found, should be returned to HM Passport Office. For help, call the Passport Adviceline on 0300 222 0000
- It lets you
- cancel it online: you need a phone number, and a photocopy or photo of the passport helps you answer the questions. You can report it for someone else if they cannot do it themselves. After you cancel, you can apply to replace it, online or on paper, and you will need someone to confirm your identity. The new passport will not have the same number, so do not book travel until you have a valid passport
Where this differs: This is for British passports and covers the whole UK. If you are abroad and need to travel urgently, you may be able to apply for an emergency travel document and pay a fee; you then cancel the passport as part of that application. If the passport was stolen, also report it to the police and ask for a crime reference number. The fee for a replacement is on GOV.UK's replace page. For a passport from any other country, contact that country's embassy or consulate
Checked 9 October 2026 at GOV.UK (HM Passport Office)
Report a lost or stolen UK residence permit (BRP)GOV.UK gives no number of days: it says you must report it.Whole UK
- How long
- GOV.UK gives no number of days: it says you must report it. The Home Office will contact you within one working day of your report
- Starts
- the moment you know your biometric residence permit (BRP) is lost or stolen, even though it has expired
- If missed
- GOV.UK says you can be fined up to £1,000 and made to leave the UK if you do not report a lost or stolen BRP. If you find the card after you report it, you cannot use it: cut it up
- It lets you
- report it yourself, or have someone report it for you, for example a legal representative, a charity, a family member, an employer, a college or a university. Your immigration status is now held as an eVisa, and GOV.UK says you can use your eVisa to prove your status
Where this differs: This is for UK biometric residence permits only. All BRPs have now expired and been replaced by eVisas; if you cannot get into your eVisa, GOV.UK says to create a UK Visas and Immigration account. If your right to stay or work is in question, get advice from an immigration lawyer or an accredited adviser
Checked 10 October 2026 at GOV.UK (Home Office)
Tell your bank about a payment you did not make or agree toTell your bank as soon as you can, and in any event within 13 months of the day the money left your account.Whole UK
- How long
- Tell your bank as soon as you can, and in any event within 13 months of the day the money left your account. In practice, contact your bank the day you notice
- Starts
- the day the money left your account (the debit date). If several payments left your account, count from the earliest
- If missed
- after 13 months you can lose your right to a refund under these rules. If your bank did not give you the information about the payment that the rules require, the 13 months does not apply: ask Citizens Advice before you give up
- It lets you
- ask for a refund of a payment from your account that you do not recognise, or when more was taken from your debit card than you expected. Explain what happened and ask if you can get a refund. If you are not happy with how the bank deals with your claim, you can complain to it
The outer limit for a payment you did not make, if you only notice it later. If a card is lost or stolen, do not wait for it: tell your bank today. If your bank refuses, see the Ombudsman clock below; the bank transfer clock it mentions is on the scam guide.
Where this differs: This is for a payment you did not make or agree to, for example someone used your card or login. If you made the payment yourself while being tricked, use the bank transfer clock. If your bank refuses or does not answer, see the Financial Ombudsman clock
Checked 9 October 2026 at legislation.gov.uk (Payment Services Regulations 2017, regulation 74)
Take a complaint your bank turned down to the Financial Ombudsman6 months.Whole UK
- How long
- 6 months. You must complain to the bank, building society or payment firm first. It has up to 8 weeks to deal with your complaint, then you can go to the Ombudsman. The Ombudsman is free: call 0800 023 4567, Monday to Friday, 8am to 5pm
- Starts
- the date on your bank's final response letter. If the bank has not answered after 8 weeks, count from the end of those 8 weeks. If both dates apply, count from the earlier one
- If missed
- the Ombudsman may not be able to look at it. It still can if the bank agrees, or if something exceptional, such as being too ill to act, caused the delay; the bank's letter should say whether it agrees. Contact the Ombudsman even if you are late. Do not go to court first: if you do, the Ombudsman cannot look at it later
- It lets you
- ask the Financial Ombudsman to look at your case if the bank says no, says it will take no action, or has not sorted your complaint in 8 weeks. If the Ombudsman decides you have been treated unfairly, it has legal powers to put things right. You do not need to pay anyone to complain for you
Where this differs: The Ombudsman covers England, Scotland, Wales and Northern Ireland. There is also an outer limit of 6 years from the problem, or 3 years from when you knew about it if that is later
Checked 9 October 2026 at Citizens Advice
Who to call
Jump to: United States · United Kingdom
In the United States
if someone has used your details: a personal recovery plan, sample letters and contact details for the credit bureaus
identitytheft.gov · Online
Before you call: what to have ready
Have ready
- your name and a telephone number: without them the site cannot take your identity theft report
They may ask
- questions about your situation, so it can build your plan: tell it as much as you can
They can
- give you a personal recovery plan with the steps to take
- if you make an account, walk you through each step, track your progress, and fill in forms and letters for you
- give you sample letters and contact details for the credit bureaus
- work in many languages, listed on the site
They cannot
- resolve your individual report: the FTC does not resolve individual consumer reports
- keep your report from the person or company you report: the FTC says it may share what you give with them, so give only what you are comfortable with
The site ends your session after five minutes of no activity. With an account you can log in and continue your recovery plan
Social Security Administration
ask about a replacement Social Security card, or do it on their website
Call 1-800-772-1213 · 8:00 a.m. to 7:00 p.m. local time, Monday through Friday; automated phone services 24 hours a day
Before you call: what to have ready
Have ready
- your Social Security number, and the letter or notice you are calling about, with the date on it
- if someone died: their name, Social Security number, date of birth and date of death; if you do not have the number, Social Security will ask for other details such as their date of birth and their parents' names
- if you are applying for survivors benefits: your own Social Security number, where you were born, the date and place of your marriage (and any earlier marriages), your bank routing and account number for direct deposit, and your children's names
They may ask
- what you are calling about: for example, that you want to submit a request for reconsideration of a decision, or to apply for survivors benefits or the one-time death payment
They can
- help you submit a written request for reconsideration (form SSA-561) when you call: tell the representative that is what you want. The request itself has to be in writing
- take a request to waive an overpayment, or to pay it back at a lower rate; for an SSI overpayment of $2,000 or less that you think was not your fault, the waiver request can be made by phone
- take a report of a death, if no funeral home reported it, and take your request for survivors benefits or the one-time death payment
- help you through a free interpreter
They cannot
- answer outside Monday to Friday, 8 a.m. to 7 p.m. local time; automated phone services run 24 hours
- keep disability payments going on a phone call alone: when a notice says your disability has ended, the request to continue payments has to be in writing
Waits are usually shorter in the morning, later in the week and later in the month. If you are appealing a decision and its deadline is close, do not wait on hold: send or upload your written request for reconsideration (form SSA-561) the same day.
National Passport Information Center (U.S. State Department)
report a lost or stolen passport by phone, or ask about an urgent appointment if you have to travel soon
Call 1-877-487-2778 · Monday to Friday 8:00 a.m. to 10:00 p.m. Eastern; Saturday and Sunday 10:00 a.m. to 3:00 p.m. Eastern; closed federal holidays
Before you call: what to have ready
Have ready
- where and when the passport was lost or stolen, and a copy of any police report
They can
- take a report of a lost or stolen passport by phone
- help with urgent travel, depending on your travel date and whether you have already applied
They cannot
- help by email with a travel emergency or a status update
- replace a passport abroad: that is the nearest U.S. embassy or consulate
if you are not sure which office replaces which document: a live agent answers or points you to the right agency
Call 1-844-872-4681 · Monday - Friday, 8:00 AM - 8:00 PM Eastern Time (except federal holidays)
Before you call: what to have ready
Have ready
- which document you lost, and what you want to know
They can
- talk with you live and answer your question about federal benefits, services and programs
- direct you to the agency that can help, if they cannot answer it themselves
They cannot
- take your personal details: the page says not to share personal information like phone or Social Security numbers
- answer outside Monday to Friday, 8:00 a.m. to 8:00 p.m. Eastern Time, or on federal holidays
The page gives no wait time. Calls may be monitored for quality assurance.
Consumer Financial Protection Bureau (complaints)
if your bank or card company will not sort out a refund you think it owes you: send a complaint and the CFPB passes it to the company for a response
Call (855) 411-2372 · 9 a.m. to 6 p.m. ET, Monday through Friday (except federal holidays)
Before you call: what to have ready
Have ready
- your name, email, phone number and address: the site needs them to make your account, and without an address the company cannot respond
- the key facts in your own words, with only the most important dates, amounts and messages with the company
- documents that back up the facts, such as account statements and messages with the company, up to 50 pages
They may ask
- which company you are complaining about: pick it from the list, or give its contact details
They can
- send your complaint to the company and ask for a response, which the site says is generally within 15 days and sometimes up to 60 days
- take your complaint by phone on (855) 411-2372, 9 a.m. to 6 p.m. ET, Monday to Friday except federal holidays, if you cannot use the online form
They cannot
- take a second complaint about the same problem, so put everything in the first one
- delete your personal information after you submit: it is kept under federal records rules, currently for 25 years
- report the scam itself: for that the CFPB says to contact your local police or sheriff, your state attorney general and the FTC
Online takes under 10 minutes; by phone it takes 25 to 30 minutes
National Domestic Violence Hotline
if someone you are close to has taken your phone, money or papers and you are afraid of them: confidential support and help planning for your safety, at any hour
Call 1-800-799-7233 · Text Text START to 88788 · 24/7
Before you call: what to have ready
They can
- put you through to a live advocate by phone (1-800-799-7233), chat, or text START to 88788; message and data rates may apply
- give support, crisis intervention, education about domestic violence, and community resources and referrals
- point you to local providers, including shelters and legal help, and to other lines: StrongHearts for Native Americans and Alaska Natives (844.762.8483) and a video phone line for people who are deaf or hard of hearing (855.812.1001)
They cannot
- give direct financial help such as cash support, hotel vouchers or transportation vouchers: the Hotline says it can connect you with community resources that may support these needs
National Human Trafficking Hotline
if an employer, or anyone controlling your work, is holding your passport or ID and will not give it back: the hotline says an employer has no right to hold your documents without your permission. Call, chat or text at any hour
Call 1-888-373-7888 · Text Text 233733 · 24/7
Before you call: what to have ready
They can
- answer live, 24 hours a day, 7 days a week, in more than 200 languages, on 1-888-373-7888; calls are confidential
- talk with you by live chat, take a tip online or by email (help@humantraffickinghotline.org), and take TTY calls on 711
- take text messages on 233733
They cannot
- replace 911: the Contact page says to contact 911 if you are in immediate danger
if the lost cash or cards leave you short of food, rent or bills: one free call to local help. Say what happened
Call 211 · 24/7 in most areas
Before you call: what to have ready
Have ready
- a few facts about your current living situation
- any income you have
- the children or other dependents who live with you
They may ask
- about your current living situation
- about any income you have
- about any children or other dependents who live with you
They can
- connect you to local help with rent, mortgage, utilities, food and health care
- talk to you by phone; some local 211s also offer text and web chat, so check yours
- use 180 languages on request
- keep the call confidential, and it can be anonymous
- give you other ideas if you do not qualify for one program: you can call again
They cannot
- give you money themselves: 211 is the number for information and referrals to services
- help in a life-threatening emergency: call 911 first if you or someone you love is in one or may be a danger to someone else
In the United Kingdom
if money was taken or someone used your details, report it if you live in England, Wales or Northern Ireland. In Scotland, call Police Scotland on 101 instead
Call 0300 123 2040 · Phone 24 hours a day, 7 days a week (reduced availability 8pm to 8am). Webchat 8am to 8pm, every day.
Before you call: what to have ready
They can
- take your report online at any time, or by phone on 0300 123 2040, available 24 hours a day with less cover from 8pm to 8am
- take reports by textphone on 0300 123 2050 if you are deaf or hard of hearing
- take your report in your own language through a separate service
- let you track your report online if you registered when you made it
They cannot
- take reports from people who live in Scotland: report via Police Scotland on 101
- take reports or supporting documents by post
- be free to call: it costs your standard rate, and from a mobile with no minutes left about 35p a minute, so report online if a call would cost you
- ask you for your bank details: the site says Report Fraud will never request them. If a caller who says they are Report Fraud makes you unsure, hang up and call 0300 123 2040 yourself
HM Passport Office (Passport Adviceline)
if you need help cancelling a British passport, or need to travel urgently
Call 0300 222 0000 · Monday to Friday, 8am to 8pm; Saturday, Sunday and UK bank holidays, 9am to 5:30pm
Before you call: what to have ready
Have ready
- a photocopy or photo of the lost passport, if you have one: GOV.UK says it helps you answer the questions
They can
- help you cancel a lost or stolen passport
- talk to you about urgent travel if you need medical treatment, a friend or family member is seriously ill or has died, or you work for or represent the government
They cannot
- answer questions about visas or immigration: that is UK Visas and Immigration
if it was taken from you by theft or force and you feel shaken: free, confidential support at any time (England and Wales)
Call 08 08 16 89 111 · 24/7, every day of the year
Before you call: what to have ready
They may ask
- on the online form: how you want help, what brought you to Victim Support (for example fraud, cyber crime or image based sexual abuse), and which country and county you live in
They can
- give free, confidential, independent advice by phone on 08 08 16 89 111, by live chat or through an online form, at any time
- call you back from your local area team within three working days if you use the online form
- take Relay UK calls or help in BSL
They cannot
- replace 999: in an emergency, always call 999
- help you if you live in Scotland: Victim Support Scotland is a separate service, and the form on this site is for England and Wales
- keep everything private in every case: it shares information without your consent only if it is worried about your safety or someone else's, or if the law requires it
Victim Support Scotland (helpline)
the same support in Scotland, free from 8am to 8pm on weekdays and 10am to 4pm at weekends
Call 0800 160 1985 · 8am to 8pm Monday to Friday, 10am to 4pm Saturday and Sunday
the same support in Northern Ireland, free from 9am to 5pm on weekdays
Call 028 9024 3133 · Monday to Friday, 9am to 5pm
Before you call: what to have ready
They can
- give free, confidential emotional and practical support after any type of crime, whether or not you reported it to the police
- help with tasks such as filling in forms for a criminal injury compensation claim
- help arrange counselling if they think you need it: what they do is similar to counselling, but it is not the same
- help relatives and friends too
They cannot
- keep everything confidential in every case: they may pass information on if someone is at risk of harm, if a child may be at risk, or if a judge directs it
Lines can be busy. If you cannot get through, wait on the line until the answer service starts and leave your name and number: a member of staff will call you back as soon as they can. You can also email your nearest hub.
Citizens Advice consumer service (energy and other consumer problems)
consumer advice if a company will not help, for example your phone provider (England and Wales)
Call 0808 223 1133 · Monday to Friday, 9am to 5pm. Closed on bank holidays.
Before you call: what to have ready
Have ready
- brief details of the problem and what you have done so far to try to solve it
- the name and address of the seller or trader, which for an energy problem is your supplier
- your reference number, if you have already contacted the helpline about the same problem
They may ask
- what you need advice about and your postcode, if you use chat
They can
- give you practical and impartial advice on how to resolve your problem, and tell you the law that applies to your situation
- pass a complaint to your energy supplier
- pass information about complaints on to Trading Standards, which you cannot do yourself
- talk to you in Welsh on 0808 223 1144, or take Relay UK calls: 18001 then 0808 223 1133
- take an online form about a gas or electricity problem every day, if the helpline and chat are closed
They cannot
- make a complaint for you or take legal action on your behalf
- answer on bank holidays: the lines are closed then
- help with a heat network problem by chat or online form: for that you need to call the helpline
An adviser will answer your call as soon as possible, usually within a few minutes. A call should take an average of 8 to 10 minutes.
Citizens Advice Scotland (Scottish Citizens Advice Helpline)
free, confidential advice from your local bureau, including if your phone company will not help (Scotland)
Before you call: what to have ready
Have ready
- your postcode: the page finds your local Citizens Advice Bureau by postcode
They can
- put you through to an adviser at your local bureau by phone on 0800 028 1456, the Scottish Citizens Advice Helpline
- give free, confidential and impartial advice, and help you work out next steps
- raise a complaint with an energy supplier for you through its Extra Help Unit, if you may be considered vulnerable or at risk of disconnection
- give advice online, on its advice pages
Consumerline (Northern Ireland)
consumer advice if a company, such as your phone provider, will not help (Northern Ireland)
Call 0300 123 6262 · 9am to 5pm Monday to Thursday, 9am to 4pm Friday. Closed on bank and public holidays.
free advice on benefits, tax credits and debt if the loss leaves you short (Northern Ireland)
Before you call: what to have ready
They can
- give advice on benefits, personal debt and managing bills, through the freephone helpline on 0800 915 4604
- answer by email at advice@adviceni.net
- point you to an Advice NI member near you if you need face-to-face advice
They cannot
- see you in person themselves: for face-to-face advice you contact a local advice centre run by an Advice NI member
National Domestic Abuse Helpline (Refuge)
if someone you are close to has taken your phone, money or papers and you are afraid of them: free, confidential, 24 hours a day (England)
Call 0808 2000 247 · 24 hours a day
Before you call: what to have ready
Have ready
- if you think someone might be monitoring your devices, the site says to leave it and visit from a safe device
They can
- talk with you in confidence, 24 hours a day, 365 days a year, on 0808 2000 247, free, or through live chat
- talk about domestic abuse, safety planning, advice and support, in many different languages
- help you find a refuge place or other specialist services
- offer a British Sign Language service, 10am to 6pm Monday to Friday
They cannot
- help you directly to get a non-molestation order: the site says it offers signposting, and points to Rights of Women for advice and support on that
- replace 999: if you are in an emergency, call 999
if you are a man, or trans or non-binary, and someone close to you has taken your phone, money or papers and you are afraid of them: phone Monday to Friday 10am to 5pm, free. Friends and family can call too.
Call 0808 8010327 · Phone Monday to Friday, 10am to 5pm. Webchat Monday to Friday, 9am to 10am.
Before you call: what to have ready
Have ready
- nothing is needed: you do not have to give your name, date of birth or address, or prove anything
They may ask
- a few questions about your situation and your level of risk, so they can help with a safety plan. You can say you are not ready to answer.
- at the end, some optional monitoring questions for their funders, such as your age and which local authority you live in. You cannot be identified by your answers.
They can
- listen without judgement and give practical advice and information
- point you to services for legal advice, child contact, counselling and housing
- give you about 30 minutes, and more if you need it
- get you an interpreter by phone, or talk through Relay UK
- move your call to another adviser if you ask for an adviser of a different gender, if one is available
They cannot
- give legal advice: advisers can give legal information and point you to services that give advice
- take a call outside Monday to Friday, 10am to 5pm, or webchat outside Monday to Friday, 9am to 10am
You might wait in a queue and can stay on the line as long as you like. If you do not want to queue, the site says you can email the helpline or use webchat in its opening hours. On webchat, try to reply within 2 minutes.
Scotland's Domestic Abuse and Forced Marriage Helpline
the same help in Scotland
Call 0800 027 1234 · Text Text / WhatsApp: 07401288595 · 24 hours a day, 7 days a week
Before you call: what to have ready
They can
- talk with you in confidence, 24 hours a day, 7 days a week, on 0800 027 1234; you can also text or use WhatsApp on 07401288595, use online chat or email
- listen and believe you, give information, direct you to agencies that may help, give emotional support and offer crisis intervention in emergencies
- give practical support, including housing support, and information on accommodation and housing options and refuge
- use a confidential interpreting service: you may be asked to hold, or be called back, while an interpreter is arranged; Relay UK and British Sign Language through Contact Scotland BSL are also available
They cannot
- replace 999: the site says if you are in immediate danger, phone 999
the same help in Wales
Call 0808 80 10 800 · Text Text 07860077333 · 24 hours a day, 7 days a week
Before you call: what to have ready
They can
- give free advice and support, or talk through your options, 24 hours a day, 7 days a week, by phone on 0808 80 10 800 (calls are welcomed in Welsh), text on 07860077333, live chat or email
- help anyone who has experienced domestic abuse or sexual violence, and people who know someone who needs help
- keep your conversations confidential: the site says staff are highly experienced and fully trained
Domestic and Sexual Abuse Helpline (Northern Ireland)
the same help in Northern Ireland if you are 18 or over. If you are under 18, call Childline on 0800 1111, or 999 if you are in danger
Call 0808 802 1414 · 24/7, 365 days a year
Before you call: what to have ready
They can
- talk with trained helpline staff, free and confidential, 24/7, 365 days a year, on 0808 802 1414, or by email (help@dsahelpline.org) or live chat
- give you information and guidance that fits your own circumstances
They cannot
- help anyone under 18: the site says the helpline is for anyone aged 18 and over
- replace 999: the site says if you or someone else is in immediate danger, call 999
Modern Slavery & Exploitation Helpline (Unseen)
if an employer, or anyone controlling your work, is holding your passport or ID and will not give it back
Call 08000 121 700 · 8am to 6pm, Monday to Sunday (reduced hours until further notice)
Before you call: what to have ready
They may ask
- whether you are somewhere safe and can talk safely, and whether you are hurt
- what happened, when it happened and who is involved
They can
- talk with a trained adviser, and keep your details confidential or anonymous if you ask
- help with a referral to a support service, safety planning, or reporting it to the police if you want
- take no action if you do not want it, and talk again later
They cannot
- answer outside 8am to 6pm while its hours are reduced
- replace 999 if you are in immediate danger
if there is no food in the house: find your nearest food bank. You need a food voucher first, from a local organisation; the page says how to get one
Before you call: what to have ready
Have ready
- how many adults and children the parcel is for, and the ages of any children: volunteers check these from your voucher
- any dietary requirements: say so when you get your voucher so the food bank can prepare
They may ask
- the community organisation that gives you a voucher asks about your individual needs, so it can help you find the right support
They can
- help you find your nearest food bank
- give an emergency food parcel with at least three days of meals once you have a food voucher from a local community organisation
- sometimes provide pet food and essentials such as toiletries and period products, where they can
- sometimes offer extra support, such as debt advice or a trained Citizens Advice adviser
- sometimes deliver food parcels: ask when you get your voucher, or contact the food bank
They cannot
- give you a parcel without a food voucher: you need a referral first
- usually give you a voucher online: you will usually need to contact a community organisation by phone or in person, and in some cases the food bank directly
if your bank refuses to refund money taken after your cards or phone were stolen: complain to the bank first, then the ombudsman, free, within 6 months of the final response.
Call 0800 023 4567 · Monday to Friday, 8am to 5pm.
Before you call: what to have ready
Have ready
- the final response letter from the business, which you should keep: the ombudsman will ask to see it
- notes of any calls, emails and letters between you and the business
They may ask
- about your complaint, what has happened and which financial business you are complaining about
They can
- look into your complaint if you have had a final response you are not happy with, or the business has had its time and not replied
- talk to you by phone if you are severely ill or in financial difficulty and need to speak to someone urgently about your complaint
- take calls through Relay UK on (18002) 020 7964 1000
- tell you about other organisations that may help, if it cannot
They cannot
- help if it has already looked at the complaint, if the courts have made a decision about the case, or if it is outside the time limits
- see you in person: its offices are not set up for face-to-face help
The helpline gets busy sometimes, so you may need to wait to speak to someone.
Say it this way
Change anything to your own words.
I have lost my wallet and I need to report these cards lost or stolen: [card names and last four digits]. I noticed at [time] today. Please cancel them, send replacements, and tell me about any payments made since. Could I have a reference number, and could you confirm in writing that I reported it today?
My phone [number] was lost or stolen at [time] today. Please suspend the line and block the phone, using its IMEI or serial number [or please read it to me from my account]. Could you confirm in writing that I reported it today and that the phone was disabled?
I would like to report a theft. My [wallet or phone] was taken at [place] around [time]. It held [cards, ID, phone]. The phone is a [make and model], IMEI or serial number [number if you have it]. Could I have a crime or report number? My bank and phone company may ask for it.
Account [number]. I am writing to confirm that I reported my card ending [last four digits] lost or stolen by phone on [date] at [time], reference [number]. I noticed it was missing on [date] at [time]. Please tell me in writing about any payments made since then that I did not make, and what you will refund. Thank you.
Not for you if…
This guide is for someone whose wallet, phone, bank cards or ID papers are lost or have been stolen. If you paid someone yourself because you were tricked, the guide for paying a scammer fits better; if money left your account and you did not lose a card, tell your bank at once and use the bank steps here. If someone is keeping your passport, ID or phone from you on purpose, that is a different problem, and there is help for it. If it is a partner or family member, call the domestic abuse lines above. Your phone company can still bar the SIM and give you a new one with your number; a domestic abuse line can help you plan doing that safely. If it is an employer or someone controlling your work, call the National Human Trafficking Hotline in the US; in the UK, call the Modern Slavery & Exploitation Helpline, below. If you think someone has used your details to open accounts, claim benefits or file taxes, you need the IdentityTheft.gov steps in the US, or your bank, the credit agencies and the police in the UK, and possibly an adviser. The card clocks cover personal bank accounts and cards; for a business account, a prepaid card or a store card, ask the provider what applies. The passport clocks cover U.S. and British passports only: for any other passport, contact that country's embassy or consulate. If your lost papers are immigration papers, report and replace them through the office that issued them: in the UK a lost biometric residence permit must be reported even though it has expired (see the clock above); in the US a green card is replaced through USCIS. If your right to stay or work depends on them, also get advice from an immigration lawyer or an accredited adviser. If your bank or card company refuses a refund you think it owes you, make a complaint to it first, then ask the CFPB in the US, or in the UK take it to the Financial Ombudsman (see the clock above). Your bank's terms and your phone contract can change the answer.
A different emergency? Account frozen or closed · Benefits stopped · A car accident · Suspended or excluded from school · Debt collector or court papers · Eviction notice · Flood, fire or storm · Unsafe home · Hurt at work · Paid a scammer · Lost my job · A medical bill · Nowhere to sleep · Shutoff notice · Someone died · Someone is missing · A tax bill · Told to leave home
From the library
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