If your phone is asking you for a pin or password when switching to a Mobal SIM / eSIM, it could be for one of the following reasons –

Network Lock (Locked Phone):

If you are being asked to enter a “Network Unlock Code”, a “Subsidy Password” or an “Operator Unlock Pin”, this would indicate that your device has not been fully unlocked to allow the use of other service providers.

If you are using an iPhone handset that has not been fully unlocked, this may also be displayed as a “SIM Not Supported” error message.

This is not something that we would be able to assist you with and so if you’re receiving one of the messages above (or a similar error message), you would be required to contact the original service provider your device is locked to.

You can then ask if the device can be unlocked or request a “Network Unlock Code” but if this will not be possible, the only solution would be to use an alternative handset.

SIM Pin Lock:

A “SIM Pin Lock” can be set up as added protection for your SIM / eSIM and this would take the form of a pin code (which can be 4-8 digits in length).

When you first activate the “SIM Pin Lock” feature, you would be required to enter the 4 digit default SIM pin.

You can locate the default SIM pin by logging in to your Mobal online account (MyAccount), visiting the Services section and then clicking on the More Information button next to the relevant product. The pin can then be found in the Default SIM Pin section.

Once you have activated this feature, you can then create a personal pin (which can be 4-8 digits in length) for use in the future.

If you forget your SIM pin and enter the incorrect pin three times, please be advised that your SIM card will become blocked and you will be asked to enter a “PUK Code”.

If you require a PUK code, please contact our customer support team directly support@mobal.com and we will able to assist you further! If you have already entered the incorrect PUK code 10 times however, your SIM card will become permanently locked and we would not be able to resolve the issue.

PassCode Requested (after installing APN profile on iPhone)

If you were only asked to enter a Pin / Passcode when installing an APN profile on your iPhone handset however, your device may just be asking you for the standard code you enter when unlocking your iPhone (or when making any changes that prompt a security check).

If your standard code is not accepted however, we would recommend confirming that your device has been fully unlocked to allow you to use other service providers.