Protect your account if your phone is lost or stolen

Loss or theft of your phone is stressful, and it’s important to act quickly to protect your account and personal information.

N26 has security measures in place to help protect your account: Logins are protected by multi-factor authentication (MFA), using a combination of your paired device, password and/or biometric authentication, while your PIN is required to confirm transactions. However, these protections don’t replace the steps you need to take if your phone is lost or stolen. Acting quickly can help prevent unauthorized access and reduce the risk of financial loss.

If you are unable to log in to the N26 app or WebApp, you should immediately dial either of our emergency lines below to block your card or account via phone:

• +44 2035 107126
• +49 303 6428 6881 

Both lines are available in English.

Then follow the steps below. 

Remotely lock your device as soon as you can. This helps prevent someone who has your phone from accessing your emails, banking apps, social media accounts, photos, and other personal information. 

You may also consider remotely erasing its contents to delete sensitive information stored on the device. Keep in mind that erasing your device may mean you can no longer track its location, and that information may be lost.

1. Go to Google Find My Device:  https://www.google.com/android/find (new tab)

2. Log in with the Google account linked to your device.

3. If your phone is lost or stolen, select Secure Device. This locks the phone, signs you out of your Google account, and shows a message or phone number on the lock screen. You may also wish to select Erase Device to delete all data. Remember that this also stops you from tracking the device.

1. Go to iCloud Find My iPhone: https://www.icloud.com/find (new tab)

2. Select **All Devices** and choose your iPhone.

3. Select Lost Mode or Lock to secure the device. You can also choose to show a contact message on the lock screen.

If your device has been stolen, you also need to contact your mobile service provider to block the SIM and prevent calls, messages, or mobile data use to prevent misuse of your contract that may entail extra charges.

Change your email password from a trusted device, sign out of other active sessions, and remove the lost device from your account where possible. Check that your recovery details haven’t been changed. 

Acting quickly is crucial, as access to your email may allow someone to reset passwords or initiate account recovery processes for other services. 

If you’re concerned that someone may have gained access to your N26 account or card, block the affected card or account immediately. 

Use the N26 app or WebApp from a trusted device where possible. If you can’t access either, call us at one of the numbers below to do so via phone:

• +44 2035 107126
• +49 303 6428 6881

Both lines are available in English.

You can also unpair the lost or stolen phone from your N26 account the moment you have a new device, by following these instructions (new tab).

Change the passwords for important accounts, especially banking, shopping, and social media apps. Where possible, check active sessions, connected devices, and recent activity for anything you don’t recognize. 

Report the loss or theft to the local authorities as soon as possible. Make sure you provide the IMEI belonging to the lost or stolen phone, which you can find on its original packaging, purchase documentation, or ask your mobile provider whether they can provide it.

Always retain a copy of the police report as a proof of the loss or theft, which will be required when filing any related insurance claims.

A few good habits now can limit the impact if your phone is lost or stolen:

• Always keep your device locked. Use a strong PIN, password or biometric screen lock and configure your device to lock automatically when not in use.
• Protect your email account. Use a strong, unique password and enable two-factor or biometric authentication to access your emails on your phone, as unrestricted access to your inbox may allow someone to reset passwords or recover access to other accounts.
• Add extra protection to sensitive apps. Where available, use Face ID, fingerprint authentication or another additional layer for banking, email, shopping, social media and other sensitive apps.
• Keep passwords and PINs secure. Use strong, unique passwords and don't store credentials in unprotected notes, messages or files on your phone.
• Protect sensitive personal information. Avoid storing ID documents or other sensitive data where they can be accessed without additional authentication.
• Enable remote locking and location services. Set these up in advance so you can secure or locate your device if it is lost or stolen.
• Back up your data regularly. This makes it easier to remotely erase a lost or stolen device without losing important information.
• Keep a record of your IMEI number. Store it somewhere other than on your phone.

For more on keeping your N26 account secure, see how to protect your account (new tab).

If you notice suspicious activity on your account, see what to do if your account was hacked (new tab).

To manage which devices are connected to your account, see how to pair or unpair your smartphone (new tab).