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Help | UZO

UZO helps you whenever you have doubts or questions.

PIN, PUK, and SIM Card

  • How to find your card PIN, PUK, and SIM Number

    O card SIM It is a chip card that is inserted into the mobile phone and to which the 19-digit number is associated. To find out your card number, go to SIM and enter 8935106 followed by the 12 digits printed on the card at SIM UZO.


    The PIN is a 4-digit access code to mobile phone and the PUK is an 8-digit code to unlock the card.

    You can check your mobile number ( SIM), your original PIN, and your PUK in the my UZO app:

    • Select the card to view the details
    • View your card information, such as your SIM card number, PIN, and PUK


    You can also access customer through the UZO customer area" web customer byselecting "mobile phone" > "SIM Card" > "Original PIN" and "Original PUK."


    To change your PIN, enter mobile phone following code on your mobile phone :**04*oldPIN*newPIN*newPIN#**

    It is important to save the new code in a safe place. In case you need to retrieve the code, please note that UZO does not have access to the codes after the change.

  • How to order and activate aduplicate SIM Card

    How to order:
    You can request a duplicate SIM Card the Customer Support Lines (see the rate schedule).

    The new card will be mailed to the address you provided within 2 business days of your request. You will then need to activate it.
    A duplicate SIM Card incur an additional charge.


    NOTE: At the UZO Kiosk , you can only request one duplicate SIM Card SIM in the case of postpaid mobile number portability to UZO.



    How to activate:

    You can activate the duplicate SIM Card my UZO app:
    • Select Services
    • Select the card to activate
    • Go to SIM CARD in the CARDS section
    • Select the " Enable duplicate SIM Card" option
    • Enter the LAST 10 DIGITS OF SIM NEW SIM


    Through the customer 's my UZO > selectSERVICES from the menu > choose the mobile phone > in the“ SIM Card” section, select“ACTIVATE DUPLICATE CARD”> enter the last digits of the card>“ACTIVATE CARD.”


    You can also activate your " SIM " card by calling thecustomer service hotlines(see the rate schedule).

  • The card is blocked

    Access to the card is blocked after three incorrect attempts to enter the PIN.

    To unlock, follow the instructions on the display or enter one of the following sequences:

    - If the display shows “Card blocked” orSIM ,” enter: **5*PUK*PIN*PIN#, then press the call button

    - If "PUK" appears on the display, dial: PUK (OK key) NovoPIN (OK key) NovoPIN (OK key) or PUK # Novo PIN # Novo PIN #.


    Find out how to check your mobile phone's Original PIN and PUK.


  • What is " eSIM"?

    eSIM is a small chip built into the device (mobile phone, tablet, PC, or smartwatch) that allows the device to connect to the mobile network by downloading a profile eSIM, eliminating the need for a physical SIM card. It is the evolution of the physical SIM card SIM that we have known for decades.

    An eSIM profile eSIM a virtual profile that stores the settings needed to use the device for communications (voice, text data), with the 
    the same security as traditional SIM .

    The eSIM profile eSIM unique and contains the credentials that allow the device and the network to authenticate each other and ensure the encryption and confidentiality of communications.



  • How to have a eSIM

    To get an eSIM, you must:
    • Have a device with eSIM technology;
    • Purchase a " eSIM " card through theCustomer Service Lines(see the rate schedule) or at a UZO kiosk. 

    Once you receive your replacement eSIM need to install and activate it. This information will be included in the email along with the QR code for your new SIM card.
    A replacement eSIM free for postpaid plans and costs 10€ for prepaid plans.

  • How do I install " eSIM"?

    Before downloading the eSIM your device, make sure you have an internet connection, either via Wi-Fi or mobile data. The eSIM installed by scanning the QR code.

    To scan the QR code, open the eSIM menu eSIM device where you want to install the eSIM, as follows:
    • iOS Devices: Settings> Cellular > Add eSIM Use QR Code > Scan
    • Android Devices: Settings> Connections > SIM Manager SIM Add eSIM Scan QR Code

    If you ordered aeSIM card, you’ll see a notification on your mobile phone the necessary steps. Open the notification, follow the instructions provided, and at the end, simply make a call to complete the activation. This is the fastest way to start using the service.


    Note:
    - If you scan the QR code from an email received on your device, you should save the QR code attachment to your photo gallery. Then, in the “Scan/Use QR Code” step, open the gallery, select the QR code from the gallery, and complete the activation of your eSIM.
    - If you have an Apple device, you can use thetransfer/conversion options in your iPhone or iPad's menuto send files to eSIM quickly and easily on your own.

  • When I installed eSIM, I received an error message during installation. What caused this?

    If you have followed the entire installation process and receive the installation error message, before repeating the installation process again, check that:
    • The device ran out of battery, turned off, or lost its internet connection during the eSIM installation process;
    • The specifications state that your device supports the installation of one additional eSIM. Remove any eSIM you no longer need, or check the number of eSIMs allowed for your device's make and model.

  • Is my profile blocked? Why?

    When there are more than two profiles eSIM, some are disabled and one is active. The last one installed disables the previously installed ones by default. Learn how to install it at eSIM. 

  • I switched from mobile phone. Can I install my eSIM on a new device?

    If you’re replacing a device, always be sure to first remove or delete the eSIM from the old device before scanning the QR code on the new device. Always ensure that both devices are connected to the Internet (via Wi-Fi) throughout the entire process. You can perform up to 6 installations using the same eSIM QR code available in the my UZO app. Learnhow to install it at eSIM. 


    If you're switching between iPhones or iPads, you cantransfer the eSIM the two deviceswithout having to scan a QR code. Just follow these steps on your device:
    1. “Definitions” 
    2. “Mobile Network”
    3. “Add eSIM
    4. “Set Up Mobile Service”

  • My profile has been removed. What should I do?

    If you have un eSIM d the app from your device, you can simply reinstall it by scanning the QR code—either from the same device or from another compatible device. You can install eSIM up to 6 times. Learn how to install eSIM.

  • Can I have a physical card and a eSIM under the same mobile phone account?

    Yes, as long as the device is dual- SIM , and supports eSIM technology.
    Please make sure your device is not locked to other carriers.

  • How many times can I install " eSIM"?

    You can install " eSIM " up to 6 times by scanning the QR code you received via email. Learn how to install " eSIM." 

  • Can I get a eSIM just to use or share the internet?

    Yes, you can have a eSIM profile with an active mobile data plan, or if you already have an internet-sharing card, you can request a replacement at eSIM.