Description:
Article on PIN and PUK codes, how to acquire and what to do.
PIN and PUK MUST NOT BE SHARED WITH THE CLIENT*
*Exceptions can only be authorised by Head of Support.
Required information:
Vodafone | SIMCARD IMSI |
Telia | SIMCARD IMSI or SIMCARD ICCID or SIMCARD MSISDN |
Tele2 | SIMCARD IMSI or SIMCARD ICCID or SIMCARD MSISDN |
Telefónica | SIMCARD IMSI or SIMCARD ICCID or SIMCARD MSISDN |
Why the PIN is requested?
Sometimes a SIMCARD has a PIN set and in order for the device to communicate with the SIMCARD, a PIN must be provided to "unlock" the SIMCARD. When this happens, a popup will be shown asking the client to enter the PIN, client has 3 tries before the SIMCARD is locked.
Why the PUK is requested?
In case the client has entered a wrong PIN code 3 times, the SIMCARD will request a PUK code, in order to unlock the SIMCARD and will also ask you to set a new PIN. You have 10 tries to enter the PUK code, please if you do not know the PUK code, do NOT try to guess, if the PUK is entered more than 10 times the SIMCARD will be locked for good, there will be no way to recover. If this happens, a new SIMCARD should be sent to the client.
How to acquire a PIN code
Gather device(s) IMEI(s)
Send an email to:
Martyna (Production Planner): [email protected]
if she is not available, try Sigitas (Eletronics Enginner): [email protected]
You will receive a response with the PIN code
Note: If either Martyna or Sigitas are not able to provide you with a PIN, you can reset it by yourself. Please, only proceed with this if they are unable to provide it. This is mentioned in Step 6 on: How to show the popup with PUK request on Advanced Configurator
How to acquire a PUK code
Vodafone
PUK code: 00000000
Telia
Go to: Telia Portal
Login with your credentials (if you don't have one, ask your direct manager)
Search by the SIMCARD IMSI or SIMCARD ICCID
Click on the IMSI found in purple
Scroll down to SIM information and copy the number under PUK 1
Note: PIN 1, PIN 2, and PUK 2 must not be used
Telefonica
Go to Telefónica Portal
Login with your credentials (if you don't have one, ask your direct manager)
Search by the SIMCARD IMSI or SIMCARD ICCID
Double click on the highlighted area
Click in SIM identification
Copy the number under PUK 1
Note: PIN 1, PIN 2, and PUK 2 must not be used
Telefonica
Login to Tele2 Portal
Login with your credentials (if you don't have one, ask your direct manager)
Search by the SIMCARD IMSI or SIMCARD ICCID
Click on the SIMCARD ICCID
Click in Additional Information
Copy the number under PUK 1
Note: PIN 1, PIN 2, and PUK 2 must not be used
How to show the popup with PIN request on Advanced Configurator
Note: This popup will only be shown if the SIMCARD has a PIN code and this PIN has not been entered before using Advanced Configurator
Connect the device to the computer USB
Open Advanced Configurator
Tick the checkbox SIM status on the bottom left panel
Click on the Connect button
Now the Device Center will try to acquire information from the SIMCARD through our FM device, if a PIN is set, a popup will be shown, asking you to enter the PIN, in order to "unlock" the SIMCARD and allow communication
Enter the same PIN code acquired from Martyna or Sigitas, and click OK
If you have entered the correct PIN code, it will save the PIN entered and the communication with the SIMCARD will be unlocked, our FM device will be able to access the SIMCARD.
If you have entered the wrong PIN code, the retries number will be decreased by 1 until it reaches 0 and the SIMCARD will be locked and request the PUK code.
How to show the popup with PUK request on Advanced Configurator
Note: This popup will only be shown if the PIN code has been entered 3 times and all of them failed.
Connect the device to the computer USB
Open Advanced Configurator
Tick the checkbox SIM status on the bottom left panel
Click on the Connect button
Now the Device Center will try to acquire information from the SIMCARD through our FM device, if a PIN is set, it will check if a PIN code has been saved, if not, it will check how many tries have been entered, if 3 is reached, a popup will be shown, asking you to enter the PUK, and to set a new PIN code.
Enter the PUK,
If you were able to acquire a PIN from Martyna or Sigitas, set the same PIN code acquired, repeat the PIN code, and click OK
If you have entered the correct PUK code, it will save the PIN entered and the communication with the SIMCARD will be unlocked, our FM device will be able to access the SIMCARD.
If you have entered the wrong PUK code, the retries number will be decreased by 1 until it reaches 0 and the SIMCARD will be locked forever.
If you were not able to acquire a PIN, type a random 4-digit code in your Zendesk's ticket internal note and save. Copy the same code and enter it as the PIN, repeat the PIN and click OK.