SIM & PUK lock errors

Errors from your SIM card can be confusing, and they prevent your phone from connecting to the network or unlocking.

 

 

'Contact Service Provider' error

  1. Turn off the device.
  2. Remove the SIM card from the device. For steps on how, visit the Devices page.
  3. Re-insert the SIM card snugly in the SIM slot. This error may have occurred if the SIM card moved in the slot.
  4. Turn on the device.
  5. Check for the error. If you're able to register on our network, the error should no longer appear.
  6. If available, move the SIM card to another T-Mobile device and test if it works or not. This test will help Customer Care diagnose the problem.
  7. If the error continues, contact us.

 

 

'Insert SIM' or 'Invalid SIM card' error

  1. If using a non-T-Mobile device, make sure it is unlocked for use on other carriers. Contact the carrier who sold the phone if you need help.
  2. Turn off the device.
  3. Remove the SIM card from the device. For steps on how, visit the Devices page.
  4. Check the SIM card gold plating. If it is chipped or discolored, you probably need to replace it.
  5. Re-insert the SIM card snugly in the SIM slot. This error may have occurred if the SIM card moved in the slot.
  6. Turn on the device.
  7. Check for the error. If you're able to register on our network, the error should no longer appear.
  8. If available, move the SIM card to another T-Mobile device and test if it works or not. This test will help Customer Care diagnose the problem.
  9. If the error continues, contact us.

 

 

'PUK lock' or 'SIM locked' errors

A PUK or "Personal Unlocking Key" is a security feature on most mobile devices. If a SIM PIN code has been entered incorrectly multiple times, the SIM card will lock and require a PUK code to unlock again. The PUK is unique to your SIM card and is available from the SIM provider.

 

Unlocking a SIM card with a PUK is completely different from Mobile Device Unlock, which allows a mobile device to be used on another mobile carrier.

 

Be careful! If you incorrectly enter your PUK code 10 times, your SIM card will be permanently locked and need to be replaced.

 

  1. Contact us to request your PUK code.
    • If you can't call us, you can still send messages through chat (message us), the T-Mobile app, or social (Facebook, Twitter, Google+).
    • Any of our contact options can connect you to someone to help.
    • This is required for the security of your account. Customer Care needs to verify you're an authorized user before issuing the unlock code.
  2. Enter the PUK code on your device.
  3. Enter a new PIN code.
  4. Enter the code again to confirm it.
  5. If you don't want to use a SIM PIN anymore, turn it off. You won't get PUK errors if the SIM PIN is off. Find how on your Devices page, under Storage & Hardware.

 

'Unregistered SIM' error

  1. If using a non-T-Mobile device, make sure it is unlocked for use on other carriers. Contact the carrier who sold the phone if you need help.
  2. Check your device shows any signal bars. If you do not, that may be the problem. Check out Signal issues.
  3. Restart the device.
  4. Perform a manual network selection, and try to register on the T-Mobile network. (Visit the Devices page for steps, and look in Connections & Network for the Network, APN, VoLTE page.)
  5. Check for the error. If you're able to register on our network, the error should no longer appear.
  6. If available, move the SIM card to another T-Mobile device and test if it works or not. This test will help Customer Care diagnose the problem.
  7. If the error continues, contact us.
    • If you can't call us, you can still send messages through chat (message us), the T-Mobile app, or social (Facebook, Twitter, Google+).
    • Any of our contact options can connect you to someone to look at how your account is set up and look at the network in your area.

 

 

Related pages

 

Unlock your mobile wireless device