topic Re: Need PUK code? in Get Support

Need PUK code?

Rylandw — Tue, 05 Aug 2025 18:20:10 GMT

Hey,

I was testing a new device I got so I moved my SIM card over to that device.

Then when I returned it back to the original device, an iPhone I have been using the SIM card in for over two years now it’s saying I need a PUK code.

For some reason, the SIM card is only working in the new phone I tested it in and not the original phone its been working in fine for years.

Help please, such an unnecessary headache.

Re: Need PUK code?

hTideGnow — Tue, 05 Aug 2025 18:22:48 GMT

hi @Rylandw from what you said , it. sounds like the original iPhone was back to carrier locked

May I know what the error message you see?

Re: Need PUK code?

softech — Tue, 05 Aug 2025 18:23:53 GMT

Hi @Rylandw

what was the exact error message? Depends on the message, you have to ask the PUK code from different places

If the message is “PIN unlock key (PUK)” or "Enter PUK Your SIM Card, SIM cannot be accessed" or on an iPhone's status bar showing "Locked SIM"
open message support here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
or use this direct link to open Chatbot ticket: https://urlshortner.tiia.ai/xYpc_I
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there.

If the message is "SIM network unlock PIN" or "SIM ME lock code NP" or "SIM not Supported" or on an iPhone's About->Carrier Lock showing "SIM locked"
You have to ask the carrier where you got the phone from for the carrier help unlocking it.
(Sorry, for this particular issue, PM support would not be able to help)

Re: Need PUK code?

Rylandw — Tue, 05 Aug 2025 18:25:51 GMT

Yeah, its the first one - PUK

It’s definitely not carrier lot because it’s the same iPhone. I’ve been using for two years with the exact same SIM card with public mobile. I purchased this iPhone brand new directly from Apple unlocked so that’s not the case.

Re: Need PUK code?

CSA_PM — Tue, 05 Aug 2025 19:49:08 GMT

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.