Help & Support

Lock/ Unlock your simcard

In case of lost PIN and PUK code, what should I do?

In case of lost or forgotten PIN, the mobile phone will ask you to enter the PUK code (after three incorrect PIN). Just enter the PUK code received with the SIM card. You can then choose a new PIN.

Please note that after 10 incorrect PUK codes throughout the life of the SIM card, the card will be out of order and will require replacement.

In case of loss of the PUK code, please contact our Call Center at +352 671 009 009 or visit one of our shop (find the list, schedules and contacts here).

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What are the PIN & PUK codes?

Your PIN (Personal Identification Number) code is an access code composed of 4 digits that you received with your SIM card. With this code, you have access to JOIN’s network. You must enter the PIN code each time you switch on your mobile.

The PUK (Personal Unblocking Key) code is a code consisting of 8 digits that you also received with your SIM card. It is used to unblock your SIM card when you entered 3 times a wrong PIN code.

These codes are provided with the SIM card in the Welcome Pack.They can be found on the plastic card that the SIM card is attached to. It is recommended to keep these secret codes in a safe place.

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How can I change my PIN code?

You can change the PIN code (4 digits) that you received with your SIM card. We advise you not to choose too simple combinations such as 1234 or 7777. You can change your PIN at any time by composing the following codes:

Change PIN **04*old PIN*new PIN*new PIN#

Change PIN2 **042*old PIN2*new PIN2*new PIN2#

If you have inserted three times the wrong PIN, you can unblock the SIM card by calling the following codes:

Unblock PIN **05*PUK*PIN*PIN#

Unblock PIN2 **052*PUK2*PIN2*PIN2#

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