• Security
  • What to do in case of loss or theft of your cell phone or ID card
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What to do if your mobile phone is lost or stolen?

The mobile phone has currently become just another work tool and also another way to store all our information (photographs, notes, etc.), make payments or access our bank accounts. The theft or loss of your smartphone can cause negative consequences, due to material loss and misuse that thieves can make if the device has not been properly protected.

For this reason, it is vitally important that, as soon as you detect the theft or loss of your mobile device, you notify the bank so that it can take the necessary preventive measures, such as blocking access to the online banking or bank cards. If your bank is CaixaBank, you can contact us by phone 24 hours a day at 900 40 40 90 or +34 93 887 25 25.

Check out these tips to improve the security of your smartphone.

What are the risks of losing your mobile phone?

Attempts to blackmail or extortion

If the mobile phone is unprotected or has very weak protection, thieves will have access to all the data stored on it, such as photos, emails, text messages, access to social media accounts or any other important information stored on it. With all this information, criminals can carry out identity theft or ask for financial compensation so that this data is not exposed publicly.

Attempts to access information and apps on your mobile phone

If they have access to your mobile phone, they may also try to access the information or apps on it, including your online banking. Although to access your online banking they will need the pattern, PIN or biometrics to unlock your device, as well as the access credentials to your banking app.

If your bank is CaixaBank, you can also do this:

Download and configure the CaixaBank Sign app

Download and configure the CaixaBank Sign app on your new mobile phone to authorise all your banking transactions.
(CaixaBank Sign can only be configured on a single mobile device).

See more

Access CaixaBankNow from another device and check your linked devices

You will be able to unlink the device you have lost and review those that may have become obsolete.

See more



* If after this loss or theft you change your mobile number, it is important that you update it from CaixaBankNow or by visiting a branch.

What are the risks of losing your ID card?

Identity documents (passports, ID cards or residence cards) are official documents containing personal identification data of their holders.

The loss or theft of these documents entails a high risk, since the person who gets hold of them could use them maliciously, impersonating the identity of the holder and acting in their name, for example, to obtain confidential information, withdraw amounts from bank accounts, contract loans, and more.

It is therefore vital to act quickly in the event of loss or left.

What to do if your ID card is lost or stolen?

File a police report

If your ID has been lost or stolen, the most important step is to file a police report, which will help protect you from identity theft.

Notify your bank

Banks should be aware of the loss or theft of ID cards so that they can take appropriate measures to protect their customers. If your bank is CaixaBank, you can contact them by calling 900 40 40 90 or +34 93 887 25 25, 24 hours a day.