Hello I am Samuel and I would like to help. Is the screen asking for a passcode or user name and passcode?
If at any point you would prefer me to call you directly I can. Other wise I am glad to try and help via chat!
Sue the phone thinks you are not authorized to use it there is no simple route around this. Typically a PUK is used to stop an unauthorized user (meaning someone with out the PUK code).
What carrier are you through?
HTC can not override it because the carrier is responsible for the sim which is what is locked by PUK code. Also TPG is not a company easy to call into. If you have entered it more than 3 times they will probably have you get a new sim sent or if you want I can use my TPG contact to try and reset it for you?
Can I call and get your personal info?
I cant just call Sue I have to have you accept through the system unfortunately.
Ok I am sorry I was not able to call. I hope you found me to be helpful. If you don't mind I would like you to rate my personal service to you Sue thanks and best of luck!!
Is there any other help you need? If not please rate so I can close this request! Thanks so much!