How to report the loss/theft of an Android phone?
Reporting a lost or stolen phone first allows you to render unusable the transport tickets it contains. Once the phone is blocked, some tickets can then be recovered on a new Android phone. The recoverable tickets are the Navigo Day, Week, Month, Anti-pollution, Music Festival, and Liberté+ passes.
Attention: in the event of blocking a phone, some tickets cannot be recovered and will then be lost. The non-recoverable tickets are Metro-Train-RER, Bus-Tram, as well as old t+ tickets. These tickets are recoverable only when a prior backup has been made. For more information, please consult: How to transfer my tickets from one Android phone to another?
Please also note that after performing a backup and restoration of your tickets and passes, it is then impossible to get them refunded. This is a technical limitation of Île-de-France Mobilités (IDFM).
Good to know: to perform these actions, an IDFM Connect account is required. During the backup/recovery procedure, you will automatically be asked to associate your new Android phone with your IDFM Connect account.
To report the loss/theft of an Android phone:
- Go to the "Tickets" tab of the Bonjour RATP app (located at the bottom right of the screen).
- Click on "?" located at the top right of the screen, then on "Customer service".
- Log in to your IDFM Connect account.
- Click on "My phone".
- Click on "I would like to recover the tickets from a lost/stolen phone".
- If necessary, accept the association of your new Android phone with your IDFM Connect account that is proposed to you.
The information related to the tickets present on your old phone will be displayed on the screen. Note that there may be several detected phones.
- Select the phone you wish to block and click on "Block the phone", then on "Confirm".
- To recover the transferable tickets on your new Android phone, click on "Recover".
Are you experiencing a problem? Please contact IDFM customer service only via the Bonjour RATP app by clicking the button below, then on "Customer Service". Contacting IDFM customer service requires having or creating an IDFM Connect account.
Contact IDFM from the Bonjour application
Click on "?" located at the top right of the screen.
Click on "Customer service".
Click on "My phone".
Click on "I would like to recover the tickets from a lost/stolen phone".
Accept the association of your new Android phone with your IDFM account.
Select the phone you wish to block and click on "Block the phone".
Please confirm the blocking of your lost/stolen phone by clicking on "Confirm".
Click on "Recover" to transfer the transferable tickets to your new Android phone.
The transferable tickets have been successfully recovered on your new Android phone.
You can now make your journeys by validating your tickets from your new phone.