SIM card & security troubleshooting: Basic phones

Understanding the Issue

Symptoms
  • Error: 'Contact Service Provider'
  • Error: 'Insert SIM'
  • Error: 'Invalid SIM Card'
  • Error: 'Unregistered SIM'

 

Possible Causes

Possible causes can include the following:

 

  • Device problem
  • Known handset issue
  • Damaged SIM card

 

 

Help & How to

To start making your device work properly, follow these steps:

    1. Think about when the error messages started to appear. Do any of the following questions apply to your symptoms:
      • What is the exact error message displayed on the device?
      • Did you recently change your SIM card and do you have an IMS device? See Errors After SIM or MSISDN Change: IMS Wi-Fi Calling.
      • Did you change the settings on your device to enable a security password or PIN?
      • Did you try to enter a password into your phone? If so, how many attempts did you make?
    2. Based on your answers to the above questions, follow the steps outlined below:
Error: 'Contact Service Provider'
      1. Remove the SIM card from the device.
      2. Make sure the SIM card does not have any physical damage.
      3. Put the SIM back in the device, and battery if necessary, and the back cover.
      4. Turn on the handset.
      5. Check for the error. If the error message remains, the phone is not recognizing that the SIM card was inserted. If possible, test your SIM card in a known working device, and select the below result:

        IfThen
        SIM card works in another device
        1. Review documents and discussions for your device that relate to your issue.
        2. See Contact Us for options to contact Customer Care
        SIM card does not work in another device

        Replace the SIM card. See Replacing SIM Cards.

        No other handset available to test

        Replace the SIM card. See Replacing SIM Cards. If the SIM was already replaced, see Contact Us for options to contact Customer Care

 

Error: 'Insert SIM'
      1. If you're using a non-T-Mobile branded device, make sure your device is unlocked.
      2. Remove the SIM card from the device. See steps for your phone.
      3. Inspect the SIM card’s gold plating to see if it is partially removed or shows signs of discoloration.
      4. Insert the SIM card in the device.
      5. Power on the device.
      6. Review documents and discussions for your device that may relate to your issue.
      7. If possible, test your SIM card in a known working device, and select the below result:

        IfThen
        Different SIM card in their phone DOES NOT get error message

        Replace the SIM card. See Replacing SIM Cards.

        Different SIM card in their phone DOES get error message
        1. Perform a master reset. See steps for your device.
        2. If the error is still displaying, see Contact Us for options to contact Customer Care.
        SIM card gets an error message in another T-Mobile phone

        Replace the SIM card. See Replacing SIM Cards.

        SIM card DOES NOT get an error message in another T-Mobile phone
        1. Perform a master reset. See steps for your device.
        2. If the error is still displaying, see Contact Us for options to contact Customer Care.
        No other handset available to test

        Replace the SIM card. See Replacing SIM Cards.

Error: 'Invalid SIM Card'
      1. If you're using a non-T-Mobile branded device, make sure your device is unlocked.
      2. Remove the SIM card from the device. See steps for your phone.
      3. Inspect the SIM card’s gold plating to see if it is partially removed or shows signs of discoloration.
      4. Insert the SIM card in the device.
      5. Power on the device.
      6. Review documents and discussions for your device that may relate to your issue.
      7. If possible, test your SIM card in a known working device, and select the below result:

        IfThen
        Different SIM card in their phone DOES NOT get error message

        Replace the SIM card. See Replacing SIM Cards.

        Different SIM card in their phone DOES get error message
        1. Perform a master reset. See steps for your device.
        2. If the error is still displaying, see Contact Us for options to contact Customer Care.
        SIM card gets an error message in another T-Mobile phone

        Replace the SIM card. See Replacing SIM Cards.

        SIM card DOES NOT get an error message in another T-Mobile phone
        1. Perform a master reset. See steps for your device.
        2. If the error is still displaying, see Contact Us for options to contact Customer Care.
        No other handset available to test

        Replace the SIM card. See Replacing SIM Cards.

 

Error: 'Unregistered SIM'
      1. Turn off the device and remove the battery and SIM card.
      2. Wait 5 seconds, and reinsert the SIM card.
      3. Once the handset is on, perform a manual network selection. See steps for your device.
        • If the T-Mobile network is available, select it and test the issue.
        • If T-Mobile is not displayed and the location is a T-Mobile coverage area, troubleshoot the problem as a coverage issue.
      4. If possible, test your SIM card in a known working device, and select the below result:

        IfThen
        SIM card works in another device
        1. Perform a master reset. See steps for your device.
        2. If the error is still displaying, see Contact Us for options to contact Customer Care.
        SIM card does not work in another device

        If the error is still displaying, see Contact Us for options to contact Customer Care.

        No other handset available to test

        If the error is still displaying, see Contact Us for options to contact Customer Care.

 

Password / Phone Lock / Security Password
      1. Turn off the device.
      2. Wait for 10 seconds, then turn the device back on and test the issue.
      3. Attempt to use the device steps for your device and default security code to resolve the issue.
      4. Check the documents and discussions for your device for any issues that may impact the service. If an issue is listed, follow the steps included in that issue.
      5. See below:

 

PUK Related errors

See PUK & PIN Code Errors: Basic Phone.