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Wednesday, February 2nd, 2022 6:34 AM

Device switched without permission from Primary user on the account

My original iPhone 11 was switched out without my permission I’m the primary user by a family friend who is using it and I am unable to locate it or any information that has to do with it what should I do?

Community Support


232.9K Messages

2 years ago

We're here to help, @Batking84! If the bill is in your name and you're paying for the lines it is possible to make your phone number have primary online access again.


To switch the primary phone number, visit Manage secondary online access for your accounts. There, you will learn how to add or remove secondary online access or transfer primary online access to your accounts.

  1. Go to Profile > Account users.
  2. If you have more than one account, select the account you want to manage from the drop-down at the top.
  3. In the Secondary users section, select Manage secondary users
  4. Choose the desired action from the chart below.

Check out the section under Add or remove online access. You will find that only the primary line can add and remove secondary access as well as swap access to make the primary a secondary and vice versa.


After the transfer, only the new primary can control who has online access to the account. Also, for additional details about online access, see About primary and secondary online access :

  • One user ID will have primary online access to the account and can manage secondary access.
  • Secondary access users can co-manage the account online by doing most of the same functions as the person with primary access.
  • Multiple people can have secondary access.

Let us know if this helps.


Lar, AT&T Community Specialist

ACE - Expert


13.2K Messages

2 years ago


Are you a bot? Your answer has NOTHING to do with the question. The PHONE was swapped out without permission, NOT THE PRIMARY.


Was the family friend on your account? If not, they probably traded the phone in and that is why you can't find it.

If they were on your account, there may be ways to swap phones without your knowledge.

ACE - Sage


118.3K Messages

2 years ago

I have to admit that original post is worded in a very confusing way, so see how Help got it wrong 


If your name is on the bill you are the account owner and everything on the account belongs to you.

Are you saying this was your personal phone and someone took it and did something with it? Or are you saying this was just one of the phones on your account and the person either did something with the phone or took their number off of your account? 

Can you clarify what happened? 

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