Here's what you need to know to stay connected and keep your device running smoothly.
Cinch devices are protected by Samsung KnoxGuard, which may lock your device if certain SIM-related conditions are met. This is a security feature to prevent unauthorized access but can also cause unexpected lockouts if users aren’t aware of how it works.
This guide explains:
- Why your device may lock
- How to avoid SIM-related lock issues
- What to do if your device locks
Why does my device lock?
To prevent theft or unauthorised use, your device will lock when certain conditions are met.
- SIM 1 is removed from Tray 1 – If you take out your SG SIM or swap it with another SIM, your device may lock.
- SIM 1 is not a local (SG) SIM card – The system requires an SG SIM in Tray 1. If a foreign SIM is inserted without an active SG SIM, the device may lock.
- SIM 1 is deactivated – If your primary SG SIM is disconnected from the network, the device may lock.
- Geofencing restrictions – If your device is detected in an unauthorized location without an active SG SIM, KnoxGuard may trigger a lock.
How to prevent your device from locking?
- Make sure your payments are up to date: Late payments trigger a device lock
- When travelling, your SG SIM must remain inserted & active to prevent a lock. Enable international roaming on your SG SIM before travelling.
Will my device lock if I travel overseas?
If you want to ensure smooth uninterrupted access to your device, your SG SIM must remain inserted & active and enable international roaming before travelling.
If you want to use a foreign SIM without keeping your SG SIM active or using international roaming, contact Cinch before traveling to discuss possible solutions.
| Scenario | Will My Device Lock? |
|---|---|
| SG SIM active in Slot 1, international roaming enabled | No, the device should not lock |
| SG SIM in Slot 1, no roaming, foreign SIM in Slot 2 | Yes, your device will lock. |
| Foreign SIM in Slot 1, no SG SIM | Yes, your device will lock. The system requires an SG SIM as the primary SIM. |
| SG SIM in Slot 1, foreign SIM in Slot 2, with foreign SIM set as default for calls & data | Yes, unless SG SIM has roaming enabled. |
What to Do If Your Device Locks
If your device locks:
- Ensure your subscription payment is up to date.
- Reinsert your original SG SIM in tray 1 and restart the device.
Still locked? Contact Cinch Support for assistance.
💡 In some cases, we may be able to unlock your device using a PIN or escalate your request for SIM policy removal (approval required based on account status).