Errors on your phone

    Troubleshoot error messages on your phone, including app SIM errors, PUK errors, and more.

     

    If you need help performing any step, check the how-to guides for your device on the Phones page.

     

     

    Contact Service Provider error

    1. Remove the SIM card from the device. For steps on how to remove and insert the SIM, head over to the Phones page and select your device. You'll find steps in our how-to guides.
    2. Insert the SIM card, battery, and if necessary, place the cover on the back.
    3. Turn on the device.
    4. 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 contact us for additional support.

     

     

    Insert SIM or invalid SIM card error

    1. Remove the battery, SIM card, and back cover.
    2. Insert the SIM card, battery, and if necessary, place the cover on the back.
    3. 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 contact us for additional support.

     

     

    Unregistered SIM error

    1. Make sure your device has signal. If you don't have signal, check out Can't get signal.
    2. Do a manual network selection to try and register on the T-Mobile network. For steps on how to scan for networks, head over to the Phones page and select your device. You'll find steps in our how-to guides.
    3. Check for the error.If you're able to register on our network, the error should no longer appear.
    4. If possible, test your SIM card in a known working device, then contact us for additional support.

     

     

    Wrong password error

    1. Turn off the device.
    2. Wait 5 seconds and turn the device on.
    3. Check for the error.
    4. Try using the default security code.
      • For information on the code, head over to the Phones page and select your device. You'll find this information in our how-to guides.
      • Keep in mind, you will have 10 attempts to enter the correct password. Incorrectly entering the password 10 times will prompt you to type 'blackberry' then wipe the device.
    5. If the issue persists, contact us for additional support.

     

     

    PUK errors

    1. Remove the battery from the device.
    2. Wait 5 seconds and re-insert the battery.
    3. Turn on your device.
    4. Check for the error.
    5. If the issue persists, contact us for additional support.