Skip to Primary NavigationSkip to ContentSkip to Footer
Search suggestions will appear below the field as you type

Device guides for

Apple iPhone 14 Pro Max

Most searched guides

Turn vibration on or offChoose lock screen settingsWrite and send iMessageActivate mobile phone

I can't access my mobile phone

If you can't access your mobile phone, after having turned it on, there may be several causes of the problem.

When the phone lock code is turned on, it needs to be entered every time you turn on your mobile phone.

Solution: Turn use of phone lock code on or off

If your mobile phone is network locked to Optus and you try to use a SIM from another operator, the screen will tell that your SIM is invalid.

Solution: To use a SIM from another service provider, you'll need to unlock your mobile phone by visiting the Optus Unlock Your Device page.

You can check if your SIM is faulty by inserting it in another mobile phone.

Solution: Contact customer service or find an Optus dealer using our Store Locator.

If your SIM has been permanently blocked, you'll need a new SIM.

Solution: Contact customer service or find an Optus dealer using our Store Locator.

If you key in an incorrect PIN, your mobile phone can't start.

Solution: Check your PIN is correct.

If your mobile phone is SIM locked, it needs to unlocked in order to use it with a SIM from another service provider.

Solution: To get the unlock procedure, contact the service provider.

If you've keyed in an incorrect PIN three times in a row, you need to key in the PUK.

Solution: Please note: if you haven't received a PUK or don't know it, it can be obtained by logging on to Optus My Account.