User support

PIN and PUK number

Each SIM card mandatorily has its own PIN number which is required to be entered upon card activation. It can be found on the plasticized card.

The PIN can be changed in phone’s menu, by following the user instructions. The PIN cannot be changed in any other system except in user’s phone menu.

If the PIN code is entered incorrectly 3 times, the card will be blocked and PUK code will be required in such case, which can be obtained as follows:

  1. It can be found on the SIM card
  2. By calling the A1 Contact Center
  3. In the My A1 app, in the section My Profile à Settings 
  4. The PUK number is required to unblock the card and to enter a new PIN (or turn off the PIN prompt) and you will be required to show a personal identification document to confirm the owner of the Prepaid/Postpaid card, or simply, call the A1 Contact Center.

Blocked SIM card with PUK number (10 times incorrect code entered)

In this case, you will need to have your SIM card replaced at the closest A1 store.

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