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What to do if…
a loved one’s phone is locked after they die and you need to contact people who do not have your number

Short answer

Keep the phone number active and avoid “guessing” or resetting the device, then use the mobile network’s bereavement route and Apple/Google’s official after-death processes to reach contacts without losing data.

Do not do these things

  • Don’t repeatedly guess the passcode (it can cause escalating lockouts and, if certain settings are enabled, the device may become disabled or erase data).
  • Don’t factory reset, restore, or erase the phone “to get in” (it often destroys the contacts/messages you need and can make recovery impossible).
  • Don’t use bypass tools/services or “phone unlocking” shops (high scam risk; high chance of data loss; may breach terms/rights).
  • Don’t cancel the mobile contract immediately (you may lose the number, voicemail, and incoming calls/texts that help you reach people).
  • Don’t post their number or personal details publicly to “find people” (it can invite fraud and impersonation).

What to do now

  1. Stabilise the device so you don’t accidentally lose information

    • Put the phone somewhere safe and keep it charged.
    • Often, it’s best not to power it off if it’s already on (restarting can sometimes increase security prompts or make access harder).
    • Gather anything that proves ownership/authority (device box/receipt, the SIM packaging, any bills, any written instructions).

  2. Use what you can access without unlocking

    • Check the lock screen for missed calls and notifications that show names/numbers. Don’t clear notifications—just note details on paper.
    • On many iPhones, tap Emergency and look for Medical ID / Emergency Contacts (if set up). Call one trusted contact and ask them to help relay news to others.

  3. Treat the phone number as your “inbox” (don’t disconnect it yet)

    • Keep the SIM/service active so friends/colleagues can call or text the existing number.
    • If you already know the voicemail PIN and can access voicemail legitimately from another phone, note down caller names/numbers and save key messages. If you don’t have the PIN, ask the provider’s bereavement team what options exist.

  4. Contact the mobile network’s bereavement team (practical next step in the UK)

    • Ask about: keeping the number active temporarily, transferring responsibility for the line, and (where available) moving/retaining the number (some providers may use processes such as a PAC or account transfer once they’ve verified the death and your authority).
    • Have ready: the account holder’s details (name, address, mobile number), your ID, and the death certificate (providers commonly ask for documentation).
    • If you don’t know the provider, check the SIM, any bill emails/letters, or the network name shown on the phone.

  5. Use the phone-maker’s official after-death route (don’t rely on “hacks”)

    • If it’s an iPhone: If a Legacy Contact was set up and you have the Access Key, Apple has a formal Digital Legacy request process using the access key plus a death certificate. If no Legacy Contact exists, Apple still provides a formal route to request access to or deletion of a deceased person’s Apple Account data in limited circumstances.
    • If it’s Android/Google: Use Google’s deceased-user request process. In some cases, content may be provided, but Google will not provide passwords or login details.

  6. Build a “notify people” workaround that doesn’t require unlocking

    • Look for offline lists: address book, diary, recent post, club letters, workplace paperwork.
    • If there’s a laptop/tablet already signed into their email, use it to message a few key people and ask them to pass the news on.
    • If a funeral director is involved, ask if they can help coordinate notifications to known contacts (many families use them as a relay point).

What can wait

  • You do not need to decide today about closing accounts, memorialising social media, or sorting their entire digital life.
  • You do not need full phone access immediately to notify people—use the number/voicemail (if legitimately accessible), emergency contacts, existing signed-in email, and paper trails first.
  • You can postpone legal/probate steps unless there’s an urgent safeguarding or fraud risk.

Important reassurance

It’s very common to hit a locked-phone barrier after someone dies. The urgency you feel is understandable, but the biggest irreversible mistakes come from rushing (guessing passcodes, resetting, or paying an “unlocker”). The official routes are slower, but they’re the ones most likely to preserve what you need.

Scope note

These are first steps to help you contact people and prevent accidental data loss. Later decisions (digital estate, probate, disputes, high-value accounts) may need specialist help.

Important note

This is general information, not legal advice. Networks and online services have their own rules and can require proof of identity and authority before they act. If you’re unsure you have the right to access something, use official bereavement/legacy processes rather than workarounds.

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