Lost or stolen device report
How do we take a lost or stolen device report, block the device by its identifier, suspend or move the line, and keep the report?
Make the report an immediate protection with a record. When a customer reports a device lost or stolen, Callvu authenticates them through a channel other than the missing device, prefills the line and the device (the identifier, the model, the protection enrollment, the installment agreement), takes the report on a secure screen (the event, the date, the place, the police report number where one exists), blocks the device by its identifier on the industry blocklist and the carrier's network, suspends the line or moves it to a replacement or a spare device at the customer's choice with the SIM or eSIM handled through the activation process, chases the police report number and the protection claim where the customer wants one, keeps the report with its time and the actions taken, and writes the block, the line state and the report to the BSS, the system of record, with the unblock path if the device is found.
In scopeSimpleCallvu moves: chase and verify, write back
Last updated November 7, 2026.
The problem today
The stolen phone was used for two days of international calls because the report was taken as a note and the block was a ticket.
A lost or stolen device is an emergency for the customer and a liability for everyone: the device can be used, the line can be charged, the accounts on the device can be reached. The report lands with an agent who suspends the line but not the device, or blocks the device but leaves the line active, and the protection claim is a separate call. The customer, without a phone, cannot authenticate by the usual code.
The carrier's commitments under the industry's stolen phone initiatives require blocking the device's identifier on the shared blocklist; the CPNI rules require authentication before account changes, which has to work without the missing device; the line's state and the device's state are two separate controls; the report is the record the insurer, the police and a dispute will ask for. All of it is a process that should run in the minute after the report.
A report that blocks the device, protects the line and keeps the record in one pass is the response the customer expected.
How it runs
From the requestto the system of record.
A customer reports a device lost or stolen in the app on another device, on the web, in a store or on a call from another number. Callvu authenticates them and opens the report on the line.
- Customer
- Reports the event, chooses what happens to the line, provides the police report number, and decides on a protection claim.
- Agent
- Takes the report on a call with the same record and the authentication that works without the device.
- Fraud desk
- Decides reports with risk signals in the Decision Desk.
- Callvu
- Authenticates, prefills, takes the report, blocks, protects the line, chases, keeps the record and writes.
Authenticate and take the report
The customer is authenticated through a method that does not depend on the missing device (the account PIN, a one-time code to another contact on the account, an authenticated session on another device, an identity document in the store); the line, the device's identifier and model, the protection enrollment, the installment agreement and the recent activity are prefilled; the report is taken on a secure screen: lost or stolen, the date and the place, the circumstances, and the police report number where one exists.
Block and protect the line
The device is blocked by its identifier on the carrier's network and the shared industry blocklist at once; the line is suspended, or moved to a replacement device or a spare with the SIM or eSIM handled through the activation process at the customer's choice, so the number keeps working for them; the voicemail and the account PIN are protected as the policy sets, and the customer is told what has been done.
Chase and verify what follows
The police report number is chased where the customer did not have it at the report (and the insurer requires it), the protection claim is started through the claim process where the customer wants one, and a report with a risk signal (a recent SIM change or port-out request on the line, a device activated after the report, a pattern of reports on the account) goes to the fraud desk in the Decision Desk with the record and only the allowed outcomes: proceed, request verification, or hold the replacement activation.
Keep the record and write back
The report with its time, the actions taken (the block, the line state, the replacement), the police report number and the claim reference is kept on the line, written to the BSS, the system of record, and the unblock path is set: if the device is found, the customer requests the unblock with authentication and the device is removed from the blocklist and the line restored to it.
Where it ends: The device was blocked and the line protected in the minute after the report, authenticated without the missing device, the police report and the claim followed from the same record, and the BSS holds the report with the actions and the unblock path. The Decision Trace shows the authentication method, the actions and any decision; the Audit Trace shows the report, the block, the line change and the writes with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The app on another device, the web, the store or a call from another number; authentication without the missing device.
The back office
The fraud desk sees only reports with risk signals; the block, the line state and the record run from the report.
The Decision Desk
- A report with a risk signal (a recent SIM change or port-out request, a device activated after the report, a pattern of reports) goes to the fraud desk in the Decision Desk with the record and only proceed, request verification, or hold the replacement activation.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
How does the customer authenticate without the phone?
With the account PIN, a one-time code to another verified contact on the account, an authenticated session on another device, or an identity document in the store.
What happens to the device and the line?
The device is blocked by its identifier on the network and the shared blocklist at once, and the line is suspended or moved to a replacement or a spare at the customer's choice so the number keeps working.
What if the device is found?
The customer requests the unblock with authentication, the device is removed from the blocklist and the line is restored to it, with the record updated.
Related processes
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