Forgotten PIN and PUK

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• What is a PIN and PUK?

  PIN (Personal Identification Number) is a 4-digit code that helps protect your SIM card from unauthorised use.

  PUK (PIN Unlock Key) is a unique code used to unlock your SIM card after too many incorrect PIN attempts.

  Please do not guess your PUK code. Entering the wrong PUK code multiple times may permanently block your SIM card.

• How do I change my SIM PIN?

  If you know your current PIN and would like to change it:

  1. Go to your phone's Settings.
  2. Select Security or SIM Card Lock settings.
  3. Choose Change SIM PIN.
  4. Enter your current PIN.
  5. Enter and confirm your new PIN.

  
  Your new PIN will take effect immediately.

• How many incorrect PIN attempts can I make before my SIM is locked?

  You can enter an incorrect PIN a maximum of 3 times.

  After the third incorrect attempt, your SIM card will be locked and you will need a PUK code to unlock it.

• How do I retrieve my PUK code?

  You can retrieve your PUK code through:

  • Maxis App
  • Maxis Care
  • Customer Service
    • Dial 123 from a Maxis line
    • Dial 1800-82-1123 from other lines

  Retrieve your PUK code through the Maxis App

  1. Log in to the Maxis App.
  2. Under All Services, select the service you want.
  3. Tap VIEW DETAILS.
  4. The PUK code will be displayed on the Service Details screen.

• How do I unlock my SIM using a PUK code?

  Once you have your PUK code:

  1. Insert the SIM card into your device.
  2. Enter the PUK code when prompted.
  3. Create a new PIN.
  4. Confirm the new PIN.

  
  Your SIM card will be unlocked and your new PIN will become active.

• How many incorrect PUK attempts can I make?

  You can enter an incorrect PUK code a maximum of 10 times.

  If the wrong PUK code is entered 10 times, your SIM card will be permanently blocked and must be replaced.

• What should I do if my SIM card is permanently blocked?

  Please visit a Maxis Store to replace your SIM card.

  Bring the following for identity verification:

  Malaysian Customers

  • MyKad

  Non-Malaysian Customers

  • Passport or the identification document used during registration

  Biometric verification may be required before the SIM replacement can be completed.

  A SIM replacement fee of RM10 applies.

  Find your nearest Maxis Store here.

• What's the difference between a SIM PIN and my phone passcode?

  SIM PIN

  • Protects your SIM card from unauthorised use.
  • Required when restarting your device or using the SIM card in another device.

  
  Phone Passcode or Pattern

  • Protects access to your device and its contents.
  • Does not prevent someone from using your SIM card in another device.

• How can I avoid PIN and PUK issues in the future?

  To avoid PIN and PUK issues:

  • Use a PIN that is easy for you to remember but difficult for others to guess.
  • Avoid repeated PIN attempts if you are unsure of the correct PIN.
  • Retrieve your PUK code through the Maxis App or Maxis Care whenever needed instead of guessing.