• “Enter PUK” message
• “SIM card Rejected” message
• “Insert SIM” or “SIM error” message
• “Insert Correct SIM”, “SIM card is locked” or “Enter subsidy password” message

“Enter PUK” message

1. You SIM will lock if your PIN is entered wrong too many times. If you have a physical SIM, you’ll need to enter your PUK code.
   If you have an eSIM, you don’t have a PUK. Order an eSIM Swap to get a new eSIM.
2. To find your PUK code, log in to My Account.Important: Your one-time password to log into My Account is sent to the mobile number listed in the contact details for your 10mates account. If you can’t use this mobile number because the SIM is locked, use another phone to call us on 1300 993 019 or contact us on our Live Chat and we’ll help you out.
3. Hit Request PUK Code and enter the PUK on your phone.
   

“SIM card Rejected” message

Your SIM will be permanently wiped if the PUK is entered wrong more than 10 times. You’ll need to order a replacement SIM.

“Insert SIM” or “SIM error” message

1. Make sure that your SIM is the correct size for your phone, and inserted correctly.
   We don’t recommend using a SIM adaptor to change the size of your SIM.
2. Remove your SIM and check the shiny part for scratches.
   If your SIM is damaged or you need a different size, you’ll need to order a replacement SIM.

“Insert Correct SIM”, “SIM card is locked” or “Enter subsidy password” message

These messages mean that your phone is locked to a non-Vodafone carrier like Telstra or Optus. You’ll need to contact the seller to get your phone unlocked.

We can’t unlock phones for you.