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Help For Current Customers

If you have a ParentShield SIM and are experiencing any problems, we are here to help.

Call us on : 03301221180
email us :

How do I activate my SIM?

Your SIM will already be activated and be ready for you to use when it arrives. You will just need to break it down to the correct size and insert it into your child’s phone.
Your username & random, temporary password will be delivered with your SIM. We highly recommend that you change your password to something that you’ll easily remember, is a minimum of 15 characters long and is a mixture of letters, numbers & punctuation.
For help completing the security setup process see:

How do I change the portal password?

If you are logged into the portal click on “SETTINGS” in the green tab bar at the top. Then Edit Personal Info under the Personal Information section.
Just under the form you will see the reset link.

Alternatively, if you are unable to log in. you can use the “Forgot Password?” link on the login form. You will need the email address provided at registration.


For the moment – please just drop us an email, or call, or use the web chat. We’ll get around to making this a self-service thing before long. We also have higher data tariffs available for existing customers so let us know if that’s what you need.

The SIM is connecting on a different network to what I was expecting.

We prioritise connectivity, so if it’s possible to get a connection, we’ll always make sure it will connect. This is a normal situation.

I need a ‘PUK’

If your phone is asking for a PUK it’s because the user has probably turned on ‘SIM PIN‘ on the phone ( or tried to and guessed the PIN number a few times incorrectly. )

If you try and guess a PUK the phone will permanently lock the SIM card

Just drop us an email to and we’ll email the PUK over to you for your SIM card straight away. Alternatively give us a call on 03301221180 and say you need your PUK.
The PUK is unique for each SIM card so don’t try guessing it or googling for answers – it won’t work.

We have a page explaining PUK in more detail here


When you call ParentShield to talk about your account we may need to ensure it’s you we are talking to. To do this we may ask you to supply the secret answer to the question you provide in your Portal under Settings –> Personal Information. Please ensure this is completed as soon as possible, just in case.
All calls may be recorded for security purposes

I need a replacement SIM!

In the hands of young people, mobile phones can get lost or damaged beyond repair. It happens!

If you need a replacement SIM – call or email us and we’ll have one on its way straight away after copying the number and call history over to it.

We don’t charge for replacements. Unless your child is on their 5th replacement in as many weeks, when we might.

How can I upgrade/downgrade my bundle?

To alter your tariff online – log into your portal and head to the Billing tab. Change it there and it’ll just update from the next bill date. To get new allowances straight away, give us a call on 0330 122 1180 or send an email to
After upgrading you will be charged the higher amount from your next bill date.

I’m not sure I know how to use the portal correctly.

If you’re unsure about how your portal works, take a look at our Portal Guide
If you have any further questions, please Contact Us

Is Mobile Tethering (personal hotspot) supported.

The ParentShield SIM is set with the mobile tethering instruction turned off. Many phones will obey that instruction, but others may not. There are a variety of apps that will share a mobile connection with others so it’s impossible to enforce.

My child’s number is withheld when they make a call. Can I change this?

This behaviour can be changed in your call settings on the phone itself, as this is not a feature or problem with our network.
You can also override the setting on the phone using the switch in your Portal to always display outgoing Caller-ID if appropriate.
If caller ID is still not showing then the issue should be followed up with the network receiving the call. It’s impossible for us to send calls without Caller-ID.

What should I do if I’m concerned about what the SIM has recorded?

If you find any of the calls or SMS records concerning, there are various ways in which you can react. If you believe that your findings indicate that the phone user may be in danger of being abused, bullied, radicalised or harassed we advise that you report the suspected danger to the relevant authorities. We suggest that you report your suspicions to the Police, NSPCC or ChildLine.

What do I do if my SIM gets stolen or broken?

If your SIM is stolen, you will need to let us know as soon as possible, so that we can disable it, transfer your balance over to a new account and send you a new SIM. We don’t charge for SIM replacements.
If your SIM breaks, let us know and we will send you a SIM free of charge and ensure that the broken SIM is disabled. A broken SIM is really quite rare but can happen if it’s handled more than normal or suffers water damage.

How do I enable Mobile Data on my phone?

Discover the step by step guide Here

For the technical people: APN: dataconnect , No Username or Password Required.

Why won’t the buttons on my portal work?

If the buttons in your portal’s data or settings tab won’t work, you will need to ensure that your device’s cookies are enabled.
If they are disabled, they will need to be enabled in order for your buttons to work. You may need to reload the page if you’ve been logged in for a while.

I would like to add a new SIM card to my account for another child.

If you have another child or vulnerable person you would like a SIM for, you can add a new SIM to your account by Contacting Us by email, telephone or live chat or just place an order through this website using the same email address as you use to log into the portal.

Recording and Privacy

Callers using a mobile telephone network have a right to expect privacy.

By default third parties calling into the Engine Mobile Network will be presented with an unobtrusive message before the call is connected.

“All calls to this number are recorded, Securely”

Where the Privacy Notice may cause safeguarding issues, please email with details so we can have a discussion about how, when and to whom the notice will be played.

WhatsApp won’t activate.

WhatsApp is fully compatible with ParentShield.
As WhatsApp relies on sending a standard SMS message to the phone for the verification handshake – do ensure that Ultra Secure mode is off during the setup process.
Also make sure the time controls on the phone will allow SMS and check the Portal on case the message has been blocked.
To use WhatsApp away from Wifi – Mobile data will be required.

Data doesn’t work on the phone after being blocked in the portal and then re-allowed.

The way Mobile networks work means there may be a timeout period before data will work again.

You can usually force the data session to refresh by turning Airplane mode on and off again. Or alternatively turning mobile data off and then on again.

Delayed SMS or failed calls

There are a few potential causes for delayed SMS or failing calls. if the SIM is in an iPhone check out the blog post here that explains the most likely cause:

I have set time restrictions. What happens to calls at the ‘off’ time?

We add a few minutes, for safety purposes, but at the ‘off’ time, calls to non-homenumbers will be terminated to enforce your chosen bedtime

Blocking Withheld Numbers

If I add a number to the block list, can’t the caller just withhold their caller ID and call again?

No. by some Network Magic we will know it’s the blocked caller who is calling and block the call still. Under the block list settings there is an option to block all withheld numbers and this will block any caller who cannot be identified. Most Communications Providers are now properly communicating Caller Identity so this is becoming a rarer situation.

SMS not sending – says failed on the phone

The most common reason for SMS not sending, is parental controls being set such as Ultra Secure Mode, School Block or Time Controls – so check this first.

Check that the Phone has a good mobile signal also.

It is also possible that the SMSC or SMS Message Centre address in the phone settings having been changed by the user.

The Setting is hard-coded onto the SIM but needs to be: +447797704709 for SIMS supplied before July 2021, or +336110000312100
for most SIMS provided after then. If in doubt – call us!

When a text message is blocked what happens?

When a message is blocked by the Portal Settings, the blocked message will appear in the Portal still with a message to say it has been blocked and why.
The sending phone will report that the message has not been sent.

How can my child check their own remaining Minutes and Texts?

Tell your users that they can text balance to any of your Home mobile numbers, and they will receive a text straight back with this information as well as the number of days to go until the account resets.

This is a ‘free’ text as it’s to a Home Number and will work at any time. You will receive the text too – so you know that they have asked. The reply will be in the Portal as normal.

The text will also say how much data remains or is available if the account has been topped-up with cash for data.

Call Recording and Privacy

The Law regarding call recording and privacy is quite complicated.

Callers using a mobile network have the right to expect privacy and ParentShield must juggle this requirement while providing the level of protection that our customers and users require.

For more detailed information please contact or call 0330 122 1180

The Account Holder has passed away – how do we proceed.

Please complete the Bereavement form here: We appreciate this is a difficult time and we are here to help and will do everything that we can.

I’m trying to change a Home Number but I can’t.

For security reasons, Home Numbers can only be changed once per month. If you have made a mistake and need to delete a home number that’s there and replace it with another – please contact the support team on 03301221180 and we can sort that out.

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