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By , IT support technician

Quick Answer

Call the IT Helpdesk immediately. Do not wait to see if it turns up. Call them from your personal phone or ask a coworker to use theirs. Tell them your device is lost, and they will immediately initiate a remote wipe to protect the company data.

What to Do If You Lose Your Work Laptop or Phone ​

Applies to: Laptops (Windows/Mac), Phones (iOS/Android)
Article Type: Troubleshooting
Last Updated: 2026-07-10

Summary ​

Losing a device is stressful, but trying to hide the fact that you lost it is a catastrophic security risk. If you leave your work laptop in a coffee shop or drop your phone in a taxi, you must act immediately. Your IT department has tools to remotely track, lock, or completely destroy the data on the device before it falls into the wrong hands.

Prerequisites ​

  • You must have access to another computer or phone to report the loss.

Instructions ​

Step 1: Do Not Wait ​

The golden rule of lost devices: Do not wait 24 hours hoping it turns up. If your laptop is missing, report it immediately. IT would much rather lock a laptop that you later find in your trunk than leave a missing laptop unlocked overnight.

Step 2: Call the IT Helpdesk ​

Do not send an email (which might sit in a queue for hours). You must call the emergency support number.

When you call, tell them:

  1. Exactly what device is missing (e.g., "My Dell work laptop").
  2. When and where you last saw it (e.g., "I left it in an Uber 10 minutes ago").
  3. Whether the device was turned on and connected to the internet.

Step 3: What IT Will Do (The "Remote Lock") ​

Depending on the situation, IT will immediately execute one of two commands from their management portal:

  • Remote Lock: If there is a chance you will find the device, IT will send a command that instantly locks the screen and changes the password. Even if the person who found it opens the laptop, they cannot get in.
  • Remote Wipe (The Nuclear Option): If you are certain the device was stolen, IT will send a "Wipe" command. The next time that laptop connects to any Wi-Fi network, it will instantly erase its entire hard drive, destroying all company data.

Step 4: Self-Service (If You Cannot Reach IT) ​

If it is 3:00 AM on a Saturday and you cannot reach a human at the Helpdesk, you can often lock or wipe your own phone.

For Phones (via Microsoft Intune/Company Portal):

  1. Borrow a computer and go to portal.manage.microsoft.com.
  2. Sign in with your work email and password.
  3. Click on the icon for your missing phone.
  4. Click Remote Lock (to lock the screen) or Wipe (to factory reset it).

For Personal iPhones (iCloud): If you lost a personal iPhone that has work data on it:

  1. Go to icloud.com/find.
  2. Sign in with your Apple ID.
  3. Select your iPhone.
  4. Click Lost Mode. This locks the phone with a custom message and prevents anyone from accessing your apps.

Troubleshooting ​

Symptom / ErrorPotential CauseSolution
I found my laptop after IT locked itPasscode changedCall IT back. They can remove the Remote Lock and give you the temporary passcode to get back in
I lost the only phone that receives my MFA codesCannot log inYou must call the IT Helpdesk. They are the only ones who can bypass MFA to let you log in on a new device
IT says they cannot track the laptop's locationPrivacy laws / OfflineIT cannot always see a GPS dot on a map for laptops due to privacy laws or if the laptop is turned off