Mobile Guideline: Lost Devices, Infection Checks & Recovery

Smartphones contain our entire lives. This guide covers what to do if your Android or iPhone is lost, stolen, or behaving suspiciously.

Key Topics:

Lost/Stolen: Using "Find My" and avoiding follow-up scams.
Infection Check: How to check Android vs iOS (they are very different).
Recovery: Securing accounts and replacing SIM cards.

Click "1. Lost or Stolen" to begin.

Step 1: Lost or Stolen Device

Act quickly to locate or wipe your device.

⚠️ CRITICAL WARNING: The "SMS" Scam

If your phone is stolen, you may receive an SMS or Email later saying: "Apple/Google has found your device. Click here to view location."

DO NOT CLICK. This is a phishing scam by the thief to steal your password and unlock the phone for resale. Only trust the official websites listed below.

1. Locate & Lock (Official Sites Only)

iPhone/iPad: Go to icloud.com/find. Mark as "Lost".
Android: Go to android.com/find. Select "Secure Device".

2. Report to HK Police & Carrier

If stolen in Hong Kong, file a report for insurance.

*Note: The phone numbers below may change from time to time. Please check the official carrier websites for the updated numbers.

HK Police: Call 2860-2000 or use e-Report Centre.
Carriers (Call to suspend SIM):
- CSL/1O1O: 2512 3123
- China Mobile HK: 2945 8888
- SmarTone: 2880 2688
- 3 Hong Kong: 3166 8888

Step 2: Signs of Infection

Phones behave differently than computers. Know what to look for.

Common Symptoms

Battery/Heat: Phone gets hot or battery dies fast while in your pocket.
Data Spikes: Large data usage from unknown apps.
Pop-ups: Ads appearing on your home screen.

How to Check Your Device

🤖 For Android Users

Android is more open, so viruses are possible.

Run a Scan: Go to Play Store > Profile Icon > Play Protect > Scan.
Check Admin Apps: Settings > Security > Device Admin Apps. Uncheck anything suspicious.

🍎 For iPhone (iOS) Users

Correction: iPhones do not allow traditional antivirus scans. If an app claims to "scan for viruses," it is likely misleading.

Do this instead:

Check Profiles (Important): Go to Settings > General > VPN & Device Management. If you see a "Profile" you don't recognize, delete it immediately.
Fix Calendar Spam: If your calendar says "VIRUS DETECTED," it is just a spam subscription. Go to Calendar App > Calendars > Uncheck/Delete the weird calendar.
Update iOS: Settings > General > Software Update.

Step 3: Recovery Steps

If you confirmed a hack or lost your device, follow these steps to secure your digital life.

1. Secure Your Accounts

Change passwords for Email, Banking, and Social Media from a different, clean device.

⚠️ The 2FA "SIM Card" Problem

If your stolen phone was the only way you received SMS login codes, you cannot log in to change passwords.

Action: Go to your mobile carrier store (CSL, SmarTone, etc.) immediately with your ID to get a Replacement SIM Card. Put it in a backup phone to receive your OTP codes.

2. Android: Safe Mode

If your Android is acting crazy, boot into Safe Mode (Hold Power Off icon on screen). If the issue stops, a recently installed app is the cause. Uninstall recent apps.

3. Factory Reset (Last Resort)

If you cannot remove the malware or the device was stolen and recovered:

Android: Settings > System > Reset options > Erase all data.
iOS: Settings > General > Transfer or Reset > Erase All Content.

📝 Knowledge Quiz

Test your mobile security knowledge. Click the correct option.