Security Features:
If your phone is asking for a PIN or password it could be for one of the following reasons:
“Network Lock“: If a “Network Lock” is in place then you may be asked to enter “Network Unlock Code” or a “Subsidy Password” (please note that the message may vary depending on your device). If you are prompted to enter a code of this type after installing our SIM card, this would indicate that your device has not been fully unlocked to accept SIM cards from alternative service providers. If you are using an iPhone handset and you receive a message such as “The SIM card is not supported under the activation policy…” this would also indicate that your phone is not fully unlocked. To resolve the issue, you will need to contact the original retailer / service provider the device was linked to so that the device can be unlocked.
“Phone Lock“: This is widely used on smartphones as a screen lock. Typically this can be in the form of a PIN, Password or Pattern Lock. As this is a lock that you would manually activate (and that we would have no access to) please be advised that we would not be able to assist you with this type of lock as this is in no relation to the Mobal SIM card
“SIM Pin Lock“: This is not active by default and so unless you have previously enabled this feature then your phone should not ask you for it. When active, it will become blocked if you enter an incorrect SIM pin three times in a row. In this case you will then be prompted for a PUK code. If you need a PUK code and it’s not on your SIM Card User Guide then please contact us for assistance.
Tip: If you are unsure what code is active due to a generic prompt (i.e. “Enter PIN“) then test as follows;
Switch the phone off and remove the Mobal SIM. Switch the phone on without a SIM inserted. If you are still prompted to enter PIN/Password/Pattern, this would confirm that a “Phone Lock” is active.
If you are no longer asked to enter a pin after removing the SIM card, this would confirm that there is an active “SIM Pin Lock” on the SIM card.
If a “Phone Lock” is not active and you have not enabled the “SIM PIN Lock” then switch the phone off and remove the Mobal SIM. Insert the SIM previously used in the phone and switch the phone on. If you are no longer prompted to enter a code then your phone has a “Network Lock”.
If you require further assistance, please send an email to: support@mobal.com