Reach verified support promptly
If your phone is missing or access credentials may be compromised, promptly notify the relevant financial service providers. Do not wait to finish this checklist.
General guidance source: BNR — Consumer Protection Booklet, section 2 ↗
- Use another trusted device or a verified service location.
- Contact your mobile provider about suspending and replacing the SIM.
- Ask the relevant providers how to secure access and review unfamiliar activity.
Watch for fake recovery offers
A message claiming your phone has been found may be an attempt to steal access. Avoid links requesting a PIN or OTP; find the official channel independently.
General guidance source: Bank of Kigali — Security guidance ↗
- Do not give anyone a sign-in or account-recovery code.
- On a trusted device, follow official instructions to change passwords and sign out unfamiliar devices.
- Avoid unknown people asking for payment to restore your access.
After access is secured
Record the actions reported to each provider and any tracking reference received. With a replacement SIM or phone, use the official service-recovery process.
- Review unfamiliar activity and report it to the provider.
- Confirm that the email and telephone used to contact you are still yours.
- Keep copies of correspondence and responses securely.
This website provides guidance only; it cannot suspend a SIM, an account or a transaction.