What to do first
Even if you’re not insured, it’s important to act fast:
Try to track your device using Find My (Apple), Find My Device (Google), or SmartThings Find (Samsung)
Lock your device remotely (by putting it in Lost Mode) to protect your data
Report it to the police and ask for a crime reference number
Tell your network provider to block the SIM and stop any misuse
Tell us what’s happened
Once you’ve done the steps above, let us know through Messenger in your Raylo account. We’ll talk you through your options and help where we can.
Log in to your Raylo account
Tap the Messenger icon → Ask a question → Wait for the team → My device is lost or stolen
What happens next
If you don’t have Raylo Insurance or another policy to cover the loss, here are your options:
Get a replacement: Pay a one-off replacement fee and we’ll send you a new device. Your monthly payments will continue.
Keep your subscription going: Carry on with monthly payments and pay a non-return fee at the end of your lease. To do this, log in to your Raylo account, go to ‘End Lease’ and follow the steps.
Cancel your subscription: You can end your lease early by paying an early cancellation charge and a non-return fee.
We know it’s not a great situation, but you’re not on your own. If you need help or just want to talk through your options, our team’s here for you.