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
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1. What to do in the first 24 hours after phone theft in Kenya

Speed matters. The first 24 hours determine whether you can protect your money and data. Follow this checklist immediately:

01
Call your network and block your SIM

Safaricom: 100 | Airtel: 100 | Telkom: 100. Block both your SIM and M-Pesa immediately.

02
Freeze or monitor your mobile banking

Call your bank or use their app to temporarily block mobile banking access. Equity, KCB, NCBA, Cooperative — all have 24hr helplines.

03
Get a Police Abstract (OB Number)

Visit the nearest police station. You need this document to report to the DCI, insurance, and for any official tracking request.

04
List your IMEI on LostPhoneKE

Register your device IMEI here so it shows as stolen in our public database — making it harder to resell in Kenya's second-hand market.

05
Change passwords on linked accounts

Google/Gmail, WhatsApp, Facebook, Instagram, banking apps. Change immediately from another device.

2. 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. Visit any Safaricom Shop with your original ID for a replacement SIM.

  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.

3. 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.

Some police stations in Kenya now allow you to report online at ecitizen.go.ke under the NPS (National Police Service) portal.

4. Can Safaricom track a stolen phone in Kenya?

Short Answer

Safaricom itself cannot directly track or locate your phone on your behalf as a member of the public. However, they can assist the DCI (Directorate of Criminal Investigations) when a formal request is made — but only with a valid OB Number and court order in some cases.

What Safaricom CAN do:
  • Block your SIM so the thief can't use your number or M-Pesa
  • Provide call records to police (with a court order)
  • Work with DCI to triangulate device location when a new SIM is inserted (only via official request)

5. DCI phone tracking Kenya — how it actually works

The DCI (Directorate of Criminal Investigations) is the only official authority that can request phone tracking from network providers.

Step 1: Get an OB Number

Visit the nearest police station (or eCitizen online). This is the entry point for any official tracking.

Step 2: Submit your IMEI to DCI

Provide your IMEI number (dial *#06# on your phone before it's stolen, or check the box/receipt). DCI then coordinates with Safaricom/Airtel.

Step 3: The network triangulates location

When a thief inserts a new SIM card into your phone, it registers on the network. DCI can request the location of that IMEI from the carrier.

Pro Tip

Note your IMEI before your phone is stolen. Dial *#06# and write down the 15-digit number. Without it, DCI tracking is nearly impossible.

6. How to blacklist a stolen phone using IMEI in Kenya

IMEI blacklisting means the device cannot connect to any Kenyan mobile network, making it useless as a phone.

  1. Get your OB Number from the police.
  2. Visit a Safaricom/Airtel customer care center with your ID, OB Number, and IMEI.
  3. Request an IMEI blacklisting. This is relayed to the Communications Authority of Kenya (CA).
  4. The CA coordinates with all Kenyan networks to block the device.

Also register your IMEI on LostPhoneKE — our public database alerts buyers in the second-hand market that your device is stolen.

7. What do thieves do with stolen laptops and 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 on Jiji or Facebook Marketplace.
  • Re-IMEI-ing: Some dealers use software to clone another device's IMEI onto your phone.

Pro Tips:

  • Set a BIOS password on your laptop — makes formatting very hard.
  • Enable Find My Device (Google/Windows) before theft.
  • Register your IMEI on LostPhoneKE — it appears in search results when buyers check the device.