Lost or Stolen Credit Cards and Mobile Phones in Portugal

What to do and where to call if your credit cards or telephones are lost or stolen in Portugal...

Note: a lost or stolen bank card, credit card or cheque book should be reported to the nearest Police Station to the place in which the theft happened. The Police will provide a certificate for the issuing authority (bank, etc.) and insurance company. It is called the Auto de Denúncia de Furto.

Lost or Stolen Credit Cards

For all lost or stolen credit cards in Portugal contact the SIBS (Sociedade Interbancaria de Servicos)

  • Tel: 808 201 251 or 217 813 080
  • From abroad Tel: +351 217 813 080

It would be preferable to have the information on the lost or stolen card number and it's issuer available at the time of contact, so that cancellation can be prompt.

For cards issued outside of Portugal

  • American Express Lisbon - Tel:  214 270 400
  • Mastercard - Tel: 800 811 272
  • Visa - Tel: 800 811 107

Lost or Stolen Cheque Books

For lost or stolen cheque books contact the issuing bank.

Lost or Stolen Mobile Telephone

Any new mobile cellular telephone in Portugal comes with:

  • a SIM Card with number. This is the telephone number. Access can be protected by personalising the card with a four digit PIN number
  • an IMEI number (International Mobile Equipment Identity). This is the mobile's unique identification number

The IMEI number provides protection if a phone is lost or stolen. Note it down and keep it separate from the mobile.

  • To find IMEI number, enter: * # 0 6 # on the keypad

If a mobile is lost or stolen, call the service provider and give them the IMEI number. Service will be suspended and the phone may be traced. If the theft is to be reported, supply the police with the IMEI number.

TMN

In case of lost or stolen mobile phone contact the TMN client help line - Tel: 1696
Call from abroad - Tel: +351 961 696 000

To ask for TMN service cancellation, send by post or hand-in at any TMN store the following documents:

  • Proof of purchase of goods (receipt)
  • TMN Customer Contract with mobile phone identification (IMEI)
  • Passport or proof of identity
  • Certificate Auto de Denúncia de Furto issued by the Police

Optimus

To ask for NOS service cancellation, call the 24 hour client help line - Tel: 1693 
Call from abroad - Tel: +351 931 693 000 
Send documents by - Fax: +351 217 547 000

Send by post the following documents:

  • Proof of purchase of goods (receipt)
  • Certificate Auto de Denúncia de Furto issued by the Police
  • Letter of request of service cancellation signed and posted to:
    • Optimus Comunicações, Apartado 52121, 1700 Lisboa Codex or
    • Quinta do Lambert, Rua Amilcar Cabral nº1, 1750 Lisboa

Note: Documentation must be forwarded by post, by the client or agent because the service to the mobile phones will not be blocked without the original documents.

Vodaphone

In case of loss or stolen of mobile phone, contact client help line - Tel: 16912
Call from elsewhere in Europe - Tel: +351 16912
Call from outside Europe - Tel: +351 911 691 200

Send by post or hand-in at any Vodafone store the following documents:

  • Proof of purchase of goods (receipt)
  • Certificate Auto de Denúncia de Furto issued by the Police
  • Vodafone Customer Contract with mobile phone identification (IMEI)