If you've blocked your phone by entering an incorrect PIN too many times, you'll need a PUK (Personal Unblocking Key) code to unblock your device. If you require a PUK code, please get in touch with us via web chat.

Once you've entered your PUK code, you'll be asked to choose a new 4-digit PIN of your choice. You’ll then be unblocked and good to go again.

What if I enter the wrong PUK code too?

You have 10 chances to enter a correct PUK code. After that, your SIM will be blocked. 

If your PUK code hasn't worked after the second attempt and you're convinced that you've entered it correctly, it's probably best to contact us via web chat so that we can help you.

Make sure you're requesting the right kind of code

It’s easy to confuse a PUK code and a PAC code.

A PUK code unblocks a phone when a PIN has been entered incorrectly too many times.

A PAC code is obtained when you want to leave us and move to another network. We hope you’ll never need this, now you’re with us 😊 

Need more help?

You can contact us via web chat – we love to chat! Web chat is available 8am-8pm, 7 days a week (excluding Bank Holidays).

If you need help outside of these times, you can still submit your question via web chat and leave your email address or mobile number. We’ll reply as soon as possible.

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