Do not panic. If you think you have lost your phone or that it has been stolen, the first thing to do is block your SIM card to make it unusable. Evaluate which installed applications require a change of login / password (eg. Banxafe) to protect your data. In a second step, we encourage you to report, if applicable, the theft to the authorities by providing your IMEI number of your device.
In summary, here are the steps to perform:
1) Call our customer service at +352 671 009 009 (mobile) or +352 2889 9009 (fix) for Luxembourg or +32 46 710 9009 (mobile) for Belgium.
2) Declare the loss of your device and we will block your SIM card right away to prevent unauthorized use by a third party. Upon your request , we will send you a new SIM card . Depending on your rate plan , it will be free (X -Large and XX- Large) or you will be charged 10 €.
3) You will receive your new SIM card to activate and , of course, you keep the same mobile number.