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What to do if the PIN code is entered incorrectly three times?
1. Your phone will ask you to enter the PUK code.
2. Find the PUK code on the plastic SIM card holder and enter it.
3. Set a new PIN code - and the SIM card will be unlocked.
How to restore the PUK code if the plastic holder is lost?
For users in Ukraine:
1. Call one of the contact center numbers from another phone:
For users abroad:
1. Call the number from another phone:
2. Answer one of the following questions:
How to restore the PUK code for contract numbers or registered to passport data?
Provide the data of your document registered with your mobile number and
indicate your contact mobile number. Our specialist will call you at the contact mobile number (up to 4 working hours from 09:00 to 20:00. If you submitted a request at another time, it will be processed after 09:00). Be sure to answer the phone call and additional questions.
What to do if all attempts to enter the PUK code have ended?
1. Replace the SIM card according to the instructions for further use of the number.
To change the SIM card format without the number change, to restore the lost or damaged SIM card, please follow the guidelines.
To change the eSIM, get acquainted with the guidelines.
If within the first 30 days after activation of a new starter pack or last replacement, the SIM card stops working, please contact the Vodafone store to replace the SIM card with a new one for free.
The warranty replacement of the SIM card is not performed in the following cases:
To block your SIM card, call:
To confirm that you are the number holder, please answer one of the following questions:
If your number is registered with the passport details, please provide the full name and details of the document linked to the registered number for further identification.
Having completed the request, you can replace the SIM card in 3 simple steps at any convenient time.
“Limit on remote SIM-card change” – is a service that will additionally protect your number from fraudsters.
You can be sure with it that the SIM card replacement will be possible only at your personal request:
If your mobile number is serviced as prepaid, it is not registered with passport data and the “Limit on remote SIM-card change” service – is activated under the number, to replace a lost or damaged SIM card, it will be necessary to register your number at the Vodafone store (link to “How to register your card”?).
The service deactivation is available:
Each SIM card has a number validity. To check this period, dial *101# and make a request.
If the SIM/USIM card has expired, it can be blocked by the operator, the customer number, tariff plan, account balance and the ability to receive incoming calls will remain within 60 days.
After this period, the service of the customer number will be completely stopped, but the customer can renew the number by contacting the Vodafone store within 30 days.
When the number validity expires and the card is registered in the Vodafone network, the incoming calls are received, but you cannot make outgoing events, to extend the number validity, it will be enough to top up the account for at least 5 UAH. The top-ups can be made in any way, except for the “Money Transfer” service. After each subsequent account top-up for at least 5 UAH (except for the “Money Transfer” service), the validity period will be extended by 370 days.
If the card cannot be registered in the network, please contact the Call Centre to clarify the possibility of restoring the number:
The card unlocking in the absence of outgoing events:
If the card is blocked in the absence of outgoing events (calls, SMS, use of mobile Internet) for more than 180 days, to extend the number validity, it will be enough to top up the account for at least 5 UAH. The top-ups can be made in any way, except for the “Money Transfer” service. After each subsequent account top-up for at least 5 UAH (except for the “Money Transfer” service), the validity period will be extended by 370 days.
All information on registering a prepaid number with your personal data is here
A Prepaid customer can switch to the Contract service for free and keep his/her phone number and SIM card.
To-do steps:
When applying, you can choose any available tariff plan for Contract customers..
Note!
A switch to the Contract service form is possible not earlier than 30 days from the activation of the Prepaid number.
To activate the number under the Contract service terms, top up your account for an advance payment depending on your tariff plan. If there are funds left on your Prepaid account, they will be transferred to the personal account of the Contract service after signing the Agreement.
Before applying, we recommend you to read the Agreement.
The number can be re-registered only with the consent of the current and new owners when contacting the Vodafone store.
If the number is registered to an individual:
Contact the Vodafone store together with the current owner of the number.
The current and new owners should provide the original passport of a citizen of Ukraine or ID card and Taxpayer Identification Number (TIN) or a digital ID card in “Дія” app.
If the number is registered to a legal entity:
To obtain a permit to re-register a number, please contact the employee responsible for mobile communications in your company.
After obtaining a permit, contact the Vodafone store.
You should have a request for number re-registration or a power of attorney from the company, the original passport or ID card and Taxpayer Identification Number (TIN) or a digital ID card in “Дія” app.
Note:
The service cost is 34.74 UAH, the amount is charged from the account of the customer whom the number is re-registered to.
The balance and bonuses are not transferred.
If the number has a valid Supplementary Agreement, all conditions and obligations are transferred to the new owner.
Under no circumstances should you pass the below-mentioned information about your number to third parties:
This information can be used by fraudsters to get access to your SIM card.
Note:
Vodafone employees never call to clarify this information. Please provide this information to our employee only while contacting in person.
For security of the PrP number, it is recommended to register your number with passport details (link to “How to register my card?”) or switch to the contract service.