SIM cards and Security

1. My phone is requesting a PIN | PIN2 | PUK | PUK2 code.

Your phone is equipped with one or more codes to protect it against unauthorised use. The PIN and PUK codes actually protect the SIM card, a small card inside your phone that establishes the network connection.

In most cases, your operator or service provider is the best source of assistance with PIN and PUK codes.

  • The most common code is the PIN (Personal Identification Number) code, which you set yourself and can activate and deactivate by following the instructions in your user guide
  • The PIN2 code is a PIN code which acts as a second layer of protection for certain features of your phone. It functions in the same way as the PIN code, and more information is available in your user guide
  • If the PIN code is entered incorrectly multiple times, your phone may request a PUK (Personal Unblocking Key) code. The PUK code is an 8-digit code provided by your operator or service provider
  • If the PIN2 code is entered incorrectly multiple times, your phone may request a PUK2 code

Please contact your operator or service provider for assistance with your PIN and/or PUK codes. If you have already contacted your service provider and the code provided did not work, you will have to obtain a new SIM card from your operator or service provider.

2. My phone is requesting a security code.

Your phone is equipped with one or more codes to protect it against unauthorised use. Please note that the security code, which protects the phone itself, differs from the PIN code, which protects the SIM card.

If your phone is prompting you for a security code and you have not activated one, please try the following:

  • Enter the default security code: 12345. Only try this once
  • If your phone still requests a security code, please contact your nearest authorised Vertu dealer who will arrange for it to be returned to one of our specialist Service Centres for inspection.

3. My phone displays "SIM card rejected"or "SIM card unaccepted".

The SIM (Subscriber Identity Module) card is a small card inside your phone that establishes a network connection. The SIM card is provided by your operator or service provider. In most cases, they are the best source of assistance with SIM card problems. Your phone may display a SIM card error message if:

  • The SIM card is out of alignment.
  • If the phone has recently been dropped, bumped, or opened, the SIM card may need adjusting. Follow the SIM card installation instructions in your user guide.
  • The PUK (Personal Unblocking Key) code is entered incorrectly multiple times. This can deactivate the SIM card. If deactivation appears to be permanent, contact your operator or service provider for a new SIM card.
  • You have recently changed service providers. In this case, either your SIM card or your phone may be configured for your previous operator and may require reconfiguring. Please order these connection settings from our website.
  • If none of the situations above apply and you continue to receive this error message, your SIM card may be damaged. Please contact your operator or service provider to have the SIM card tested and/or replaced. Alternatively, please contact your nearest, authorised Vertu dealer who will arrange for the card to be returned to one of our specialist Service Centres for inspection.
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