Help For Current Customers

ParentShield Support for Users

1How 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.

2I 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 hello@parentshield.co.uk 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

3Authentication

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

4How can I upgrade my bundle?

To upgrade your bundle, you will need to call us on 0330 122 1180 or send an email to hello@engine-mobile.co.uk

After upgrading you will be charged the higher amount from your next bill date.

5I'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

6My SIM will only connect to one Network? I thought it was meant to connect to them all?

To get your SIM to roam, you will need to go into the settings on your phone, find phone settings and then find "Network Selection" and choose the automatic network selection button. This will now allow your phone to roam over the major networks.

If your SIM can only find one Network to connect to, it will be due to your area, as not all of the networks have full UK coverage, which is why you have the power to connect to them all, so that your child can always contact Home.

It will take 48-72 hours for all the Networks to learn that the SIM is in use, so it's not unusual to find that roaming activity increases after the first couple of days.

7My number is withheld when I make a call. Can I change this?

This can be changed in your call settings on the phone itself, as this is not a feature or problem with our network.

You will need to find the phone settings on your mobile and then find either "caller id" or "display my phone number” and turn it on. This should now display your phone number on the device that you are calling.

8What 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.
9What 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 charge £5 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.

10How do I enable Mobile Data on my phone?
Discover the step by step guide Here

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

11Why 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.

12I 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 or just place an order through this website using the same email address as you use to log into the portal.

13My caller ID is being hidden, how do I fix this?

Your phone will have a setting to enable/disable caller ID. Check that it is set to enable caller id, as this setting sometimes changes when you switch SIM cards

14Recording 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 hello@parentshield.co.uk with details so we can have a discussion about how, when and to whom the notice will be played.
15I see some strange text messages starting REG-RESP or REG-REQ
These are special 'hidden' messages that Apple uses to identify the phone for the purposes of iMessage.
When a SIM is inserted into an iPhone, the phone sends an SMS to Apple with a REG-REQ header. Apple replies with a REG-RESP.
We display all hidden messages so you can see if a SIM has been changed or of the phone is being targetted by malware.
16How can I terminate my contract?
To cancel your contract, you can do this by

Contacting us


We'll get back in touch very quickly to let you know what the earliest termination date will be.
17Something Doesn't Work

If there is an issue ( which could be something outside of our control - such as a network issue or a problem with a mobile carrier that you're connected to ), we'll update our system status page here: https://parentshield.co.uk/system-status/

To contact support please email: support@parentshield.co.uk

18PDP Authentication Error

If you're trying to connect to mobile data and receive a "PDP Authentication Error", check:

  • There is sufficient credit on the account
  • The data APN in the phone is set to "mobiledata"
19Delayed SMS or failed calls

The ParentShield roaming network provides outstanding coverage. But there are times when you may want to turn it off and change the phone's settings from "Automatic" to "Manual" - selecting whichever network you prefer.

In well-populated areas, using a single network will prevent the phone roaming unnecessarily, improving SMS and call performance in some circumstances.

20I 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

21iMessage won't activate

ParentShield is fully compatible with iMessage and FaceTime. Occasionally though, iPhones may have difficulties registering a new number because its Apple ID is associated with another number.

The best solution is to fully restore the iPhone to factory settings and set it up as a new iPhone with a new Apple ID. If you want to retain an existing Apple ID, make sure all other devices are signed out of iCloud, back the phone up, restore it completely and then reload the backup.

If you have any more questions, please contact us. 0330 122 1180 hello@parentshield.co.uk

No Surprise Bills - Ever.