What you're seeing

Your phone says one of:

  • SIM locked
  • Enter PUK
  • PUK required
  • SIM locked — Enter PUK code

This means your SIM PIN was entered incorrectly three times in a row. The only way to unlock the SIM is with the PUK (Personal Unblocking Key).

How to get your PUK code

Contact Thrive Mobile support. Each SIM has its own PUK — we'll need to look it up for your line. For your security, we'll verify your identity before sharing it.

Have ready:

  • Your Thrive Mobile number
  • The name on the account
  • Your date of birth or address on file

Enter the PUK

  1. When your phone shows Enter PUK, type the 8-digit PUK code we give you.
  2. Tap OK or Enter.
  3. Your phone asks you to set a new SIM PIN — type a new 4- to 8-digit PIN, or use 0000 if you don't want one. Confirm.
  4. Your SIM unlocks and reconnects to the network.

Important warnings

  • Do not guess your PUK. Each guess is permanent.
  • After 10 wrong PUK attempts, the SIM is permanently disabled and we'll need to ship you a new one.
  • A new PUK can't be generated — each SIM has only one.

Turn off SIM PIN protection (optional)

If you'd rather not use a SIM PIN at all, you can turn it off after your SIM unlocks:

  1. Settings → Security → SIM card lock.
  2. Turn Lock SIM card off.
  3. Enter your current SIM PIN to confirm.

FAQ

Q: What is a PUK?

A: A unique unlock code tied to your SIM. It lets you unlock the SIM after too many wrong PIN attempts.

Q: Will unlocking the SIM erase my photos or apps?

A: No. Only your SIM unlocks. Your phone's data isn't touched.

Q: My SIM is permanently disabled — what now?

A: Contact support. We'll ship you a replacement SIM. Your phone number stays the same.

When to contact support

  • You need your PUK code
  • You've used all your PUK attempts and the SIM is disabled
  • You'd like us to ship a replacement SIM