RECOVERY & PROTECTION

Emergency Response Guide

If your device was just stolen or lost in Kenya, follow these immediate steps to protect your M-Pesa, bank accounts, and personal data.

TABLE OF CONTENTS
Report to Our RegistrySearch Database

1. How to block your SIM card in Kenya

Blocking your line is the **first thing** you must do to protect your M-Pesa and mobile banking apps.

  1. Call **100** from another Safaricom line or **0722 000 100** from any network.
  2. Provide your ID number and full name for verification.
  3. Ask the agent to block your line and M-Pesa.
  4. You can also visit any Safaricom Shop with your original ID for a replacement.

  1. Call **100** or **0733 100 100**.
  2. Verify your details (ID and recent transactions).
  3. Visit an Airtel shop to get a new SIM with the same number.

  1. Call **100** or **020 222 1100**.
  2. Inform the agent about the theft immediately.
  3. Telkom agents will require your ID and most recent top-up details.

2. Getting a Police Abstract (OB Number)

Visit the nearest police station to report the theft. You will be issued an **OB (Occurrence Book) Number**.

A Police Abstract is required by insurance companies and mobile service providers if you want to track the device officially through the DCI.

3. How to track a lost phone in Kenya via IMEI

Contrary to popular belief, tracking a phone is not something individuals can do easily via websites.

Official Path:

Provide your IMEI number and Police Abstract to the **Directorate of Criminal Investigations (DCI)**. They work with Safaricom/Airtel to triangulate the device location when a new SIM card is inserted.

Registry Path:

List your IMEI on **LostPhoneKE**. This doesn't track GPS, but it makes the phone "unsellable" in the second-hand market, as buyers will see it's flagged as stolen.

4. What do thieves do with stolen laptops/phones?

Understanding their tactics helps you recover your property:

  • **Hard Drive Wipe:** They usually format the device immediately to clear your password.
  • **Component Stripping:** If they can't sell it whole, they strip it for parts (RAM, Screens, Keyboards).
  • **Second-hand Dealers:** Many stolen electronics end up in small repair shops or online marketplaces like Jiji or Facebook.

**Pro Tip:** Always have a BIOS password on your laptop. It makes it much harder for thieves to format the device.