I have a galaxy S10 that I bought from pre-order on the samsung website. At the time I was unable to click the unlocked option and chose t-mobile since we would use it on the network anyways. Now we are moving overseas and will need to use it on other networks. The phone has no contract, no debt owed, nothing. Account is clean and has been for years. I have now contacted your phone support 3 times and talked to 2 supervisors. You submit for an unlock code and what comes back? Your department replies in email with this:
"There is no unlock code provided by the manufacturer to unlock this device. This specific model uses an app setting that is designed in the device itself. "
I have told you repeatedly that the phone states it shows network locked and attempting to select "permanent unlock" in that settings menu ends up with an error (code 540380) that the device is not eligible to be unlocked. This phone has NEVER had a contract nor has there been payments. In fact our account has been out of contract for years. We pay cash for devices and by refusing to unlock this phone you are violating the FCC law passed in 2015 requiring providers to unlock devices.
How will you fix this? We are running out of time before we leave. I cant be the only one with this issue.
Do NOT tell me as you have others to post up for help on your twitter feed or social media pages. This is a support forum.
Best answer by syaoran
You purchased the device from Samsung. You need to contact Samsung to help you unlock the device. T-Mobile devices use the T-Mobile Unlock app to unlock the device. There is no need for an unlock code because it is done through the app.
As an alternative, you could also pay for a third party unlocking service to unlock the device.