{"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 to another operator and you try to use a SIM from your operator, the display will tell that your SIM is invalid.","guide":null,"content":"Before you can use a SIM from your operator, you need to unlock your phone using an unlock code. To get the unlock code, contact the operator that locked your phone."},{"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 "Security & privacy"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Security & privacy."}],"content":"
  • Press Settings.
  • Press Security & privacy.
","info":""},{"title":"Create phone lock code using a fingerprint","steps":[{"note":null,"overlay":null,"text":"Press Fingerprint ID."},{"note":null,"overlay":null,"text":"Press CHANGE UNLOCK METHOD."},{"note":null,"overlay":null,"text":"Press the required phone lock code and follow the instructions on the screen to create an additional phone lock code."},{"note":null,"overlay":null,"text":"Press DONE."},{"note":null,"overlay":null,"text":"Press New in-screen fingerprint."},{"note":null,"overlay":null,"text":"Press ENROL FINGERPRINT and follow the instructions on the screen to create the phone lock code using your fingerprint."},{"note":null,"overlay":null,"text":"Press OK."},{"note":null,"overlay":null,"text":"Press the indicator next to the required settings to turn them on or off."},{"note":null,"overlay":null,"text":"Press the Return key twice."}],"content":"
  • Press Fingerprint ID.
  • Press CHANGE UNLOCK METHOD.
  • Press the required phone lock code and follow the instructions on the screen to create an additional phone lock code.
  • Press DONE.
  • Press New in-screen fingerprint.
  • Press ENROL FINGERPRINT and follow the instructions on the screen to create the phone lock code using your fingerprint.
  • Press OK.
  • Press the indicator next to the required settings to turn them on or off.
  • Press the Return key twice.
","info":""},{"title":"Turn off use of phone lock code","steps":[{"note":null,"overlay":null,"text":"Press Lock screen password."},{"note":null,"overlay":null,"text":"Press Disable lock screen password."},{"note":null,"overlay":null,"text":"Key in the current phone lock code and press DISABLE."}],"content":"
  • Press Lock screen password.
  • Press Disable lock screen password.
  • Key in the current phone lock code and press DISABLE.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key 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":14156},"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/huawei/mate-20-pro#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}

It's not possible to start my phone

If you can't start your phone, after having turned it on, there may be several causes of the problem.

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.

Can you turn on your phone?

Yes No

We found 7 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 7: The entered PIN is incorrect
If you key in an incorrect PIN, your phone can't start.
Check that the PIN is correct.
Previous slide
Solution 2 of 7: You're asked to key in the PUK
If you've keyed in an incorrect PIN three times in a row, you need to key in the PUK.
Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to get the PUK.
Previous slide
Solution 3 of 7: Your phone is locked to EE
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.
Call customer services on 150 (from an EE phone), 07953 966 250 (from other phones) or visit My EE to have your phone unlocked.
Previous slide
Solution 4 of 7: Your phone is locked to another operator
If your phone is SIM locked to another operator and you try to use a SIM from your operator, the display will tell that your SIM is invalid.
Before you can use a SIM from your operator, you need to unlock your phone using an unlock code. To get the unlock code, contact the operator that locked your phone.
Previous slide
Solution 5 of 7: The phone lock code is turned on
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.
Previous slide
Step 1 of 15

Press Settings.

Step 2 of 15

Press Security & privacy.

Step 3 of 15

Press Fingerprint ID.

Step 4 of 15

Press CHANGE UNLOCK METHOD.

Step 5 of 15

Press the required phone lock code and follow the instructions on the screen to create an additional phone lock code.

Step 6 of 15

Press DONE.

Step 7 of 15

Press New in-screen fingerprint.

Step 8 of 15

Press ENROL FINGERPRINT and follow the instructions on the screen to create the phone lock code using your fingerprint.

Step 9 of 15

Press OK.

Step 10 of 15

Press the indicator next to the required settings to turn them on or off.

Step 11 of 15

Press the Return key twice.

Step 12 of 15

Press Lock screen password.

Step 13 of 15

Press Disable lock screen password.

Step 14 of 15

Key in the current phone lock code and press DISABLE.

Step 15 of 15

Press the Home key to return to the home screen.

Solution 6 of 7: Your SIM has been permanently blocked
If your SIM has been permanently blocked, you'll need a new SIM.
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.
Previous slide
Solution 7 of 7: Your SIM is faulty
You can check if your SIM is faulty by inserting it in another phone.
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.
Previous slide
Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.
We are pleased that the problem was solved.
Last updated: 8/4/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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