HOW TO: Un-PUK your mobile phone
Filed under: consumer, customer service, how to, mobile phone, PIN, PUK
These days we have a Personal Identification Number (PIN) for this, a PIN for that, a PIN for everything, including your mobile phone. How on earth do we all keep up with our PINs? Well as it turns out at times we don’t.
Just recently I took a flight from Adelaide and being the good passenger that I am, I turned my mobile phone off as instructed.
Upon return to Melbourne I fired the phone back on only to have to enter my PIN to activate the SIM card.
“Oh that’s easy” I say to myself and enter 1234 & OK.
My phone beeps and pops up with “incorrect PIN, you have 2 more attempts”.
I re-enter 1234 & OK. BEEP, “incorrect PIN, you have 1 more attempt”.
I am certain this is my PIN and yet according to my phone it clearly is not.
Ok I will try another and after thinking long and hard I enter a different one and this time it’s a triple BEEP BEEP BEEP and the phone displays “ENTER YOUR PUK CODE”.
All of a sudden a wave of panic rushes from the top of my head to the tips of my toes, I’ve PUK’d my phone.
I don’t know my PUK code, what is a PUK code? Where do I get my PUK from? What do I do?
Panic panic panic.
As it turns out, retrieving a PUK code it is a very simple process. No need for panic.
Firstly, what is a PUK code and why does my mobile device have one?
Your Personal Unlocking Key (PUK) code is an 8 digit number that is unique to your SIM card to reset your PIN and unlock your mobile. It is incorporated into your SIM to protect any unwanted usage of your device. After the third failed attempt the SIM senses the wrong person is attempting to access the phone and will display ENTER YOUR PUK CODE.
How do I get my PUK?
Personal customers: get your PUK code online or you can call 125111. When asked for the reason for your call say: I WANT MY PUK CODE.
If you are calling from outside of Australia, call +61 4 3912 5111. Call charges apply. If you are calling from a non-Telstra phone and cannot connect on this number, call 13 2200 and when prompted say Pre-paid.
Business customers: please visit The Business Help Centre to find out how to obtain your PUK code.
Enterprise and Government customers: please contact your Service Delivery team on 1800 730 053.
Please remember you must enter your PUK code correctly. If you are still experiencing difficulties please call 125111 or visit your nearest Telstra Shop.
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- HOW TO: Un-PUK your mobile phone
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- HOW TO: Extend the Ring Time for MessageBank on my mobile
Thanks for this information. I have my old mobile that is with Optus and have given that to my friend………. who is a Telstra client. We have wondered about this, whether we would have to run around and what was required. Now I understand, I guess we just need to have it “unpuked” by Optus showing my I.D. and then simply Turn up at the nearest Telstra Shop to get a replacement sim card that perhaps she may have to pre-order, then get it put in. Am I correct with this ?? If not by all means let me know.
Hi Greg,
The PIN/PUK is unique to the SIM card, which is tied to the phone number you have. If she is changing phone number she will put her own SIM card in, negating any PIN/PUK issues on your behalf. If she is using your number, be very wary of giving away your SIM card which is registered with your details. Once you “Un-PUK” you will not need to replace the SIM card, it will prompt you for a new PIN code and you can continue to use the existing SIM.
Hi Greg,
The PUK code is for the sim card only. As your friend is connecting with Telstra, you do not have to UN-PUK the old sim card. If the handset is locked to Optus you will need to have them un-lock the phone.
Glad to help.
Larry
Sorry this is a bit off track but..
I have an HTC Desire S on Freedom Connect Plan. Do I have to get it unlocked if I want to travel overseas (for an extended period) and use another providers SIM card.
I know this is the case for prepaid but I am hearing this is not the case for Cap Plan phones.
Hey Simon,
The HTC Desire S is already unlocked. Feel free to give it a try before hand by placing a friend’s sim card (on a different network) inside.
Cheers,
SJ
Thank you all …….. you have been most helpful. Special thanks to Larry Sixsmith, yes that is the exact answer I was looking for.
Once again…. thanks fellow Telstra users, I am now better informed than 24 hrs ago.
I was going to say … “have a great weekend” but I live in Sydney and I think that would be a bit laughable as we baton down the hatches for an Antarctic Weekend.
Well……….. enjoy your weekends where ever you are and I thank you all again.
Cheers
Greg
HI I have a Testra Smart Touch phone T3020, my daugher was playing with the password when on the screen in the right hand says, enter PUK Code..
I have the PUK code but I dont know how to enter it on the Phone..Tried to read the manual but no joy
Any Assistance is appreciated..
Hi Peter, if you call 13 2200 for post and 125 111 for pre-paid. You can also ask on the
CrowdSupport community.
Hi,
Thanks for the perfectly detailed & informed step by step process to unlock my iphone, long story short dont play with the phone when your drunk.. IF A DUMSKI LIKE MYSELF CAN USE YOUR INFORMATION ANYONE WILL…
Have a great life mate..
Hey, can you please tell me what to do if I have already used all my 9 attempts at unlocking my Puk code. It popped up on the screen of my phone and I just kept doing random codes until I ran out and now all that is on my screen is “PUK Blocked. Emergency calls only.” So even if I were to ring up telstra and retrieve my PUK code, I won’t even be able to do it anyway, coz it wont even give me the option. I can’t even UN PUK my phone even if I did have the code. Help me out?
Hi Corbhan,
I’m afraid to say you may have PUKED your PUK code. If this is the case you will need to replace the SIM. Go to your nearest Telstra Store http://www.store-locator.telstra.com.au/ to have this done or call 132200 from another phone and one may be delivered to you. (charges may apply)
can you get rid of the pin altogether? I never had one on my previous Optus postpaid, vodafone prepaid or Telstra prepaid. it’s really annoying because the pin is such a random number I am eventually going to forget it.
I bought my son a Samsung Preston and it has a Phone Lock on how do we retreive the correct password so he can use it.
Hi Jodie, Could be a pattern lock or SIM lock? Can really tell by your description. I suggest you call up 13 2200 or if it’s prepaid call 125 8880.
The link for getting your PUK code online is broken, can you repost? Thanks.
Hi Emma, We had a few sitewide issues on the weekend, perhaps that’s why you couldn’t access. Try now here.
When will the PUK form be working? It hasn’t been working for at least the 2 days I have been trying.
Hi JoAnne. It is possible that some customers may experience isolated issues with PIN and PUK retrieval – If you are experiencing difficulties should contact us on 125 111 or +61 2 9242 0570 from outside Australia. I’ve asked a local team to give you a call JoAnne, just to make sure everything is working for you.
I received the PUK code from the 125111 number. That was fine…but i didnt see any instructions for the ‘enter new sim’ (this step requires you to enter a new 4-digit pin, twice) I found this on a UK vodaphone site lol
This process was the Samsung Galaxy SII.
My daughter has locked her HTC phone, can i get a puk code online without ringing my service provider
i forgot my pattern for my phone what do i do ?
Hi Taela. What make of phone do you have?
My daughter has also forgotten the pattern of her phone. It is a HTC.
Hi Mary, I’ve asked for you and hope to get an answer soon. Brendan
Thankyouuuuu so much! I was freaking out but you’ve saved my life. I PUKed my phone and thought I’d have to wait till I got to work to fix it – I never knew you could get the code online!
Hi,
I was mucking about with my settings trying to get it to lock so my friends wouldn’t go through my messgaes at school, but I didn’t know there was 2 different PINS now it has please enter PUK code, but I’m still a little unsure how to get this….some help would be awesome thanks…
i was messing with my lock codes and messsed up my phone its a samsung touch and i need a puk code to use it now i can only dial sos plz help tjanks jim
hey my phone is a telstra next generation i just found the charger for it and i lost it 3 years ago and i wanted to see what was on it but it keeps coming up with, (enter handset unlock code) what do i do !!!!!
Can you fix your phone after 10 attempts. I didn’t know what it meant.
I have a telstra next G sim card that I forgot the code for… I later found it with my PUK code….so I entered my PUK code and it prompted me for a new PIN code.
On every occassion, regardless of the PIN code I select, it tells me CODE ERROR.
Whats going on guys ?
Hi Jase, if your scroll to the top right you can click to ‘Ask the Crowd’ in a forum or you can go through to our ’24/7 Facebook page’.
There are two options to contact us here as these links get you straight through to people who can help – you’ve come through to our corporate blog site here and I’d highly recommend using one of these new avenues to get directly in touch with Telstra about this specific issue.
Cheers,
Sunil
Hi,
I have also just discovered the joys of PUK!! I have my PUK number, but I don’t actually know how to enter it. I cannot find where it is supposed to go on the phone – its an iphone? I have looked in Settings, clicked on Phone which takes me to a page that has SIM PIN, but when I click on that the next page says SIM PIN on & Change PIN, but they are greyed out! Am I in the wrong place??
Please help. Thnak you. Rosemary
Hello Rosemary. Best thing to do is to click onto the ‘Ask the Crowd’ or go to our 24/7 Facebook page on the top right hand side of our blog where you’ll be directly linked to one of our online customer support consultants. This is the most efficient way to get an answer. Brendan.
Hi.
have just picked up phone a samsung galaxys11. it asked for pin no which i entered i know it was correct .it locked me out and asked for PUK code after entering it asked for pin no again.which i did still no success . Frustraded please help
Hi David. Bummer about the problem with the pin/PUK. The best way to contact Telstra for a service/product query is to click onto the ‘Ask the Crowd’ or go to our 24/7 Facebook page on the top right hand side of our blog where you’ll be directly linked to one of our online customer support consultants.
hi there i just bought a I phone 4s and had to do a sim replacement over the phone i got a micro sim from the telstra shop and was told to ring the number to get them to activate the new micro sim card & the phone comes up with a pin but i tried to put in the pin i got from the micro sim and it is now up to the last try out of 3 can anyone help me as i need this phone for work asap
Howdy Adam. May I suggest you ask over here on CrowdSupport. They have dedicated support people to answer. I’ve included a link to the SIM questions.
Hey my phone is a nokia BL-4CT…and im from malaysia..and i dont have any idea how to unlock my PUK code…
Hi, i have an iphone 4 from work which is asking for a sim lock everytime i reboot my phone which is really annoying, does anyone know how to remove it completely and just use the iphone passcode for security.
How do I enter my PUK on a HTC One XL. All I have read say enter the PUK in the Phone Dialler and tap Next, but there is no Next to tap, just call.
Hi Marty
We did a blog post on how to get your PUK code, I am not sure if it is exactly the same for the HTC One XL, but it should help you out: http://exchange.telstra.com.au/2011/08/18/how-to-un-puk-your-mobile-phone/
Otherwise, have a chat with the customer service guys on Live Chat 24×7 http://tinyurl.com/24×7-service
i can not unlock my iphone because it got a puk code on it
Hi Marquisa. If your iPhone was purchased from Telstra, you can un-PUK your phone here.
i lost my info
Hi I locked myself out of my phone because I didn’t know my puk code and now its saying to call my servise provider but I cant find the number on the net what do I do? Please help asap!????
Hi Misha,
We’ve got a dedicated customer service team who can help you out with this (see the links above) or feel free to call our support team on 125 111.
need puk number because it close.
yes i mean it blocked so i want you to give me my new puk number so can reset it okay.
thanks. stephanie durilla
Hi Stephanie,
You can retrieve your PUK code online here: https://service.telstra.com.au/general/pinpuk/pukCodeRetrieval.html
If you have any problems, have a chat to our LiveChat team here: http://tinyurl.com/24×7-service and I’m sure they will be able to assist you.
Az
is the puk and pin wanht open