Help with Kanguru Livre Xl?

Hello there @Lynn Rohlfs, welcome to Forum NOS.

Could you gently identify the sim card you bought?

Thank you

Thanks for your fast reply. 

It's the blue one (1 Dia de net) 

At the store I asked for the one that I could use for 30 days and I was told I can just recharge the one that I got, what I did directly in the store. I can also sent the identificationnumber, if that helps? 

It's a prepaid card with no balance. Did you already pay for credit? If so there is one issue.

Please translate the website on this link.

Thank you

Yes, I already payed for credit at the store. And in the app I can see my credit. So it worked.

Unfortunately the link you sent doesn't help at all. 

I am not from Portugal, so I don't have nif. 

Good morning @Lynn Rohlfs,

You should have hidden your private data because this is a public forum.

Did you try turning the phone off and on?

Thank you

Yes, it also didn't help. And as it seems, this forum can't help either. This is really sad. 

Hold on, lets ask @João H. or @Mário P. help on these matter, they work for NOS so they must solve it.

Please wait for their reply.

Thank you

Hello @Lynn Rohlfs,

Thank you for reaching out to us.

In which device are you using the SIM CARD? 

Please try inserting the card in a smartphone, digit the 4 digit pin on the card and then try accessing the web through that device first. 

Tell us if that helped on solving this issue.

Thank you 

Hello @João H.

I have a Huawei P30. I already tried that a few times but I don't get the possibility to insert a pin. 

I tested this again. The SIM card was not locked. I now had to manually set up a SIM lock (is such a thing common?), restarted the phone, the problem is not solved.

Hello @Lynn Rohlfs,

Thank you for your feedback regarding this matter.

As we can understand you’re now using the SIM CARD with PIN Protection right? 

Can you try removing the PIN Protection through the setting and confirm if its still working? 

Thank you