Need PUK and Can't get into account

[BrittanyJan]

My daughter needs a PUK to unlock her SIM card. However, I am not able to log into her account to contact customer service because when I enter her email and password it asks for a verification code that's been sent to her phone number. However, since her phone is locked I can't access the code and therefore can't log in. 

[BrittanyJan]

I was able to get into her account. Thanks for the email suggestion.

The phone says "Your SIM cannot be accessed. Please call your carrier to obtain you PUK code."

I sent a message as per the above replies and am waiting to hear back. Thank you!

[Phil_Adelphus]

@BrittanyJan  It only says resend as text or voice mail

I think, and @softech can confirm, that you can call her number from your phone and then tap * when the voicemail message starts and then you can get into her voicemail to get the code if you select to get it send by voicemail and she has the password.

[softech]

@BrittanyJan 

then just use direct message:

: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 
            **Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there.

[BrittanyJan]

There isn't an option for sending the code by email. It only says resend as text or voice mail. Neither will work as her phone is locked.

[Phil_Adelphus]

@BrittanyJan  If you try hitting Didn't Get the Code, or Resend Code a few times it may send it to email instead.  If you can't submit a ticket via the chat icon bottom right, send agents a private message using this link https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

You only need to be logged in to this community for that to work.  But can you give us the exact wording of the PUK message?

[softech]

@BrittanyJan 

you can try to get the code via email

On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email

For PUK error, what was the exact error message? Depends on the message, you have to ask the PUK code from different places.  You sure it was a Sim card PUK that it was asking for?

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/Oyn1L6
            **Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there.