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Welcome to Telgoo5 Support

SIM Lock

SIM Lock Overview

The SIM Lock is built to enhance security by preventing unauthorized SIM swaps. It applies to the following scenarios:

  • Changing from pSIM to eSIM
  • Changing from eSIM to pSIM
  • Changing from pSIM to pSIM
  • Changing from eSIM to eSIM

When the SIM Lock is activated on a customer's account, any requests to change the SIM or switch between SIM types will be automatically declined. This measure safeguards against unwanted SIM swaps and potential fraudulent activities.

Managing SIM Lock Settings

Customers can manage their SIM Lock settings through their account via the web or mobile application interfaces.

Activating and Deactivating SIM Lock

  • Activation/Deactivation: Customers have the ability to activate or deactivate the SIM Lock feature directly.
  • Removal Assistance: If a customer wishes to remove the SIM Lock, they will need to contact an agent for assistance.

Security Measures

For security purposes, removing the SIM Lock will require an authentication code sent to the customer’s registered mobile number or email address. This ensures that only authorized users can make changes to SIM settings.

 

Activating and Deactivating SIM Lock from Telgoo5

 

To enable or disable the SIM Lock feature from a customer's account in Telgoo5, follow these steps:

Step 1: Verify Permissions

  • Ensure you have the necessary permission PC1208 to access the SIM Lock settings.

Step 2: Access Customer Profile

  1. Log in to your Telgoo5 account.
  2. Navigate to the Customer Information section.
  3. Locate and select the specific Customer Profile you wish to modify.

Step 3: Manage SIM Lock Settings

  1. In the customer profile, find the SIM Lock option.
  2. You will see a toggle switch:
    • To Enable SIM Lock: Turn the toggle ON.
    • To Disable SIM Lock: Turn the toggle OFF.

 

You can also give access to your customer to enable or disable SIM lock from there my account on website or app. To enable this feature for the customers you need to head to CMS. Then from Settings >> Other Settings toggle ON the Display the SIM lock option

 

 

Enabling SIM Lock from My Account

  • Customers can activate the SIM Lock through their online account or mobile app under the account settings section under SIM Services section.
  • Once SIM Lock is enabled, any attempt to change the SIM (whether swapping between pSIM, eSIM, or between pSIMs or eSIMs) will be declined with the reason code SIM LOCK.

 

When SIM lock is enabled on the account any request for the SIM change will not go thorugh.

 

 

Disabling SIM Lock

  • To disable the SIM Lock, the customer must request the removal via their account settings in the app or website.

Authentication Requirement:

    • Before the SIM Lock is removed, the customer will receive a verification code sent to their registered mobile number or email.
    • The customer must enter the correct code to proceed with the SIM Lock removal.

 

Verification Process for SIM Lock Removal

  • When a customer requests to remove the SIM Lock, they will be prompted to choose their preferred method of receiving the verification code (SMS or email).

The system will generate a one-time verification code and send it to the customer's registered mobile number or email address

  • The customer must enter the correct verification code on the screen to confirm the removal of the SIM Lock.

  • Once the correct code is entered, the SIM Lock will be removed, and the customer will be able to proceed with SIM-related changes.