My mom's Samsung S25 5G was stolen a couple of days ago in Morocco, and the last known location was updated on Sunday at 12:38. Since then, the phone has been turned off. We attempted to use SmartThings Find to lock it, but it's offline, so that's not an option. We have the IMEI number, a police report, and proof of purchase, but the Samsung agency in Spain said they can't block it, and the one in Morocco said the same. Is there an official Samsung contact online, either global or regional, that can help us block the phone using its IMEI number? We just want to ensure it can't be reused.
2 Answers
Unfortunately, you can’t block the phone yourself with the IMEI. Instead, you should report it to Samsung along with your carrier. They usually handle these requests.
You can check the Samsung website's support section to find the right contacts. They might have specific channels for handling stolen devices, but you'll need to clarify which region to contact based on where the theft happened.
It’s a bit tricky, though. Do you think contacting Samsung Morocco would be better since that’s where the phone got stolen?
I’ve already reported it to the police, and they're supposed to contact the carrier, but they said they can't block it, only locate it. Samsung support was not much help either.