{"solutions":[{"name":"The entered PIN is incorrect","description":"If you key in an incorrect PIN, your phone can't start.","guide":null,"content":"Check that the PIN is correct."},{"name":"You're asked to key in the PUK","description":"If you've keyed in an incorrect PIN three times in a row, you need to key in the PUK.","guide":null,"content":"Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to get the PUK."},{"name":"Your phone is locked to EE","description":"If your phone is locked to EE and you try to use a SIM from another operator, the display will tell that your SIM is invalid.","guide":null,"content":"Call customer services on 150 (from an EE phone), 07953 966 250 (from other phones) or visit My EE to have your phone unlocked."},{"name":"Your phone is locked to another operator","description":"If your phone is SIM locked, it needs to unlocked in order to use it with a SIM from another operator.","guide":null,"content":"To get the unlock procedure, contact the operator."},{"name":"The phone lock code is turned on","description":"When the phone lock code is turned on, it needs to be keyed in every time you turn on your phone.","guide":{"blocks":[{"title":"Find "Face ID & Passcode"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Face ID & Passcode."}],"content":"

• Press Settings.
• Press Face ID & Passcode.

","info":""},{"title":"Turn on use of phone lock code","steps":[{"note":null,"overlay":null,"text":"Press Turn Passcode On and key in a phone lock code of your own choice twice."}],"content":"

• Press Turn Passcode On and key in a phone lock code of your own choice twice.

","info":""},{"title":"Turn deletion of data on or off","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "Erase Data" to turn the function on or off."},{"note":null,"overlay":null,"text":"If you turn on the function, press Enable."}],"content":"

• Press the indicator next to "Erase Data" to turn the function on or off.
• If you turn on the function, press Enable.

","info":""},{"title":"Turn off use of phone lock code","steps":[{"note":null,"overlay":null,"text":"Press Turn Passcode Off and key in the phone lock code."}],"content":"

• Press Turn Passcode Off and key in the phone lock code.

","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Slide your finger upwards starting from the bottom of the screen to return to the home screen."}],"content":"

• Slide your finger upwards starting from the bottom of the screen to return to the home screen.

","info":""}],"name":"Turning use of phone lock code on or off","description":"The phone lock code prevents others from accessing the contents of your phone (such as pictures and messages). When the phone lock code is turned on, it needs to be used every time you turn on your phone and when it has been in sleep mode.","id":26,"deviceId":13556},"content":"Turn off phone lock code."},{"name":"Your SIM has been permanently blocked","description":"If your SIM has been permanently blocked, you'll need a new SIM.","guide":null,"content":"Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to have a new SIM sent to you. You can also visit your nearest EE store to order a new SIM. Remember to bring valid picture ID."},{"name":"Your SIM is faulty","description":"You can check if your SIM is faulty by inserting it in another phone.","guide":null,"content":"Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to have a new SIM sent to you. You can also visit your nearest EE store to order a new SIM. Remember to bring valid picture ID."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/apple/iphone-xs-ios-12-0#getting-started/troubleshooting/it-s-not-possible-to-turn-on-my-phone","relatedProblemId":1,"condition":"Can you turn on your phone?","question":"It's important to find out if you can turn on your phone. If you can't turn on your phone, you need to solve this problem first. When the problem is solved, you will most likely also be able to start your phone."},"name":"It's not possible to start my phone","description":"If you can't start your phone, after having turned it on, there may be several causes of the problem.","textWhenNotSolved":"Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.","id":2}