PUK and SIM errors can keep you from making calls or sending messages.
'PUK Lock' or 'SIM Lock' errors
If a SIM PIN security code has been entered incorrectly multiple times, the SIM will lock and require you to enter a PUK code to use your device again.
- Be careful!
- If you incorrectly enter your PUK code 10 times, your SIM will need to be replaced.
- Moving your SIM to another device will not fix this error.
- The PUK is unique to your SIM card. To get the code, you need to either:
- Contact us online or with another phone. For your security, you must be the account holder or authorized user to verify.
- Use the PUK Code printed on the card your SIM came in. Make sure the SIM card number matches the card.
- Once you have the PUK code, follow the unlock instructions to enter it.
Other SIM errors
- 'Contact your service provider'
- 'Insert SIM' or 'Invalid SIM'
- 'Unregistered SIM'
If you receive any of these errors, follow these steps:
- If using a non-T-Mobile device, make sure the device is unlocked. Contact the original provider if you need help.
- Turn off the device and remove the SIM. For steps to remove the SIM, check the Device page for steps.
- Re-insert the SIM card snugly in the SIM slot, then turn on the device. If you're able to register on our network, the error should no longer appear.
- Perform a manual network selection and try to register on the T-Mobile network.
- If available, move the SIM card to another T-Mobile device and test to check if it works. This test will help us diagnose the problem.
- If the error continues, use another device or online option to contact us.
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