Bought a phone that won’t connect?
A second-hand phone that won’t connect to any network is worrying. Sometimes it’s just locked to another network, which is easy to sort out. Sometimes it has been reported lost or stolen. Our diagnosis tells you which, so you know where you stand.
On an iPhone
- On the “iPhone Locked to Owner” or Activation Lock screen, tap the small ⓘ button. The IMEI is shown there.
- Or pull out the SIM tray. On most iPhones the IMEI is printed on it in tiny writing.
- Or look on the barcode sticker on the box it came in.
On an Android phone
- Tap Emergency call on the lock screen and type *#06#. On most phones the IMEI pops up straight away. Nothing is actually dialled.
- Or look on the sticker under the battery or on the back of the phone.
- Or check the barcode sticker on the original box.
Two problems that look the same
On the screen, a network-locked phone and a blocked phone can behave in exactly the same way: no signal, or a message about the SIM. Underneath, they’re very different.
Locked to a network
The phone only accepts SIMs from the network that sold it. It can be released, often for free, and then it works anywhere.
Reported lost or stolen
The phone is on a blocked list. Only the network that added it can take it off, normally at the request of whoever reported it.
Being straight with you
We don’t offer, and won’t offer, any service that claims to remove a phone from a lost or stolen list. Those reports protect people whose phones were taken, and any website promising to “clean” an IMEI is either taking your money for nothing or doing something you don’t want to be part of.
What we can do is tell you clearly what’s on record, so you can get your money back from the seller, make a claim, or, if it turns out to be a simple network lock after all, get it unlocked.
Know where you stand
Our diagnosis checks whether your phone is reported lost, stolen or blocked, which network it’s tied to, and which model it really is. You’ll get the results by email, in plain English, to keep or to show the seller.
Common questions
What does “blacklisted” or “blocked” actually mean?
When a phone is reported lost or stolen, the network adds its IMEI to a shared list. Networks that check that list will refuse to connect the phone, whichever SIM card is put in it. The phone works otherwise, but it can’t make calls or use mobile data.
Can you remove a phone from the blacklist?
No, and you should be wary of anyone who says they can. Only the network that added the report can lift it, and it will normally only do that for the person who reported the phone. We won’t offer a service that pretends otherwise.
I reported my own phone stolen, and now I’ve found it. What do I do?
Contact the network you reported it to. Because you made the report, they can usually remove it once you show them you have the phone back.
I bought it second-hand and it turns out to be blocked. What are my options?
Go back to the seller and ask for a refund. If you paid through a marketplace or by card, their buyer protection may cover you. If you think the phone was stolen, report it to the police. Your diagnosis report gives you something in writing to show them.
Could it be something other than a blacklist?
Yes. A phone with no service is often just locked to a different network, which is easy to fix. That’s exactly why it’s worth diagnosing before assuming the worst.
Find out what’s on record for your phone
Start with the IMEI. We’ll do the checking and explain everything we find.
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