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Need to unlock a device? Here's some information to get you started.

  • 20 February 2023
  • 67 replies
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H
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The magic of cell phones is that they are our companion wherever we go. They connect us to friends and family, work, entertainment, and everything in between. Cell phones have also been a convenient place for us to store our treasures like pictures and music. Changing phones can be a headache, which is why unlocking our devices is so important if we are traveling to other countries or changing wireless providers.

Let's take a look at the requirements and processes for unlocking your phone.

Eligibility requirements

To network unlock your device, you must first meet certain eligibility requirements. Some of the requirements are different based on your account type, but some things don't change. The device must be sold by T-Mobile. It mustn't be reported as lost, stolen, or broken. The account associated to the device must be in good standing. T-Mobile may need proof of purchase or some additional information, but most of the time the unlock process is seamless and easy.

If you are on a postpaid account, the unlock requirements are pretty straightforward. Make sure the device is paid off and it was used on your account for a minimum of 40 days. How easy is that?! :D

If you have a prepaid plan, your device will be eligible for unlock 365 days after the day it was initially activated on the account. One year can be a very long time to wait, but don't fret — there's another option available. Prepaid accounts that activated the device at least 14 days ago and placed $100 in refills per line are also eligible for unlock. Each line can only have two unlocks per year, though, so keep that in mind if you are trying to unlock a third device on the same phone number.

Process to unlock

So how does the unlock happen? As soon as your device is eligible, you will receive a text message notification letting you know that you can go through the unlock process. It only takes a couple of minutes as long as you are connected to the T-Mobile data network or reliable Wi-Fi.

Android devices are diverse, so the exact steps vary. Basically, you can go into settings and then to Network, Connections, or About Phone. You want to find the option for Network Unlock or Device Unlock. Finally, select Permanent Unlock and let it load. It may restart itself, but if it doesn't, you'll want to restart the phone and then you are ready to roll.

If you use iPhone, you just insert the new SIM card and restart the phone. You can also follow the normal steps to activate the eSIM with the other service provider like normal. Easy peasy!

To sum it up

I love that we have reduced the effort that it takes to unlock devices by sending notifications proactively when the eligibility requirements are met and empowered device owners with the ability to complete the steps easily right from the phone. It saves so much time because there is no need to contact customer support or wait for a ticket to be filed to gain approval.

I hope this helps answer any questions about our unlock process. You can find more information about our unlocking devices on our Support page. I would love to hear any thoughts or other questions that y’all have about unlocking devices.

67 replies

H
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Do you only have one line on your account? The $100 refill amount has to be fulfilled per line. If you have 4 lines, you have to refill $400 even if you are not trying to unlock all 4 phones. 

How many devices have you unlocked in the last 12 months? Each phone number can only unlock 2 devices within 12 months, so you will need to wait if you have exceeded that already. This is a rolling timeline, not calendar year, so if you unlocked devices late last year, they still count towards this limit. 

When and where was the device purchased? If it was purchased through a third party retailer like BestBuy or Ebay, the unlock process is a bit different. 

H
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I don’t see the date that you received that email. It says specifically to wait 48 hours and then to follow the unlock steps. Now that it has been longer than 48 hours, have you master reset your device and set it up with your non T-Mobile SIM card in it again?

H
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I was given an iPad Pro 3rd gen as a birthday gift, and I activated it on an old ex’s iCloud acct because I didn’t have one and we are no longer together so to be spiteful she reported it lost on find my app can I bypass the activation unlock somehow?

The unlock that you are talking about is a bit different. iPads do not have a network unlock and one cannot be requested. If the owner of the iCloud account reported a device lost through their iCloud account, that is something that you would have to discuss with that person. You may get some help or options if you contact Apple directly, but T-Mobile wouldn’t have any way to help out with that situation. 

Sorry and I wish you luck. 

J

I could not find the device unlock command on my Galaxy S21. This is a device that is an insurance replacement for the one I damaged, and on the T Mobile web site it tells me that it is eligible for unlock.

I have replaced the phone with an S23, so have no service to call 611

 

gramps28
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You need to contact Tmobile support using messenger on one of tmobile's social media platforms like Twitter or Facebook so they can assist you with unlocking the phone.

J

You need to contact Tmobile support using messenger on one of tmobile's social media platforms like Twitter or Facebook so they can assist you with unlocking the phone.

I did this and they helped me out. It was a little slow going, but got it done. Thanks

J

I have an old iPhone 11 and I need it to be unlock and the phone is paid off since 3 years old. I called customer service and they are giving me a hard time to unlock it. They say it will take up to 24-72 hours to unlock it. Well it's over that time frame. I am still a customer with them but I want to give this phone to a family member. When I go on the site to check to see if my iPhone can be unlock its saying invaild IMEI number. What can I do to get unlock?

Y

My mobile phone is a second-hand mobile phone. I'm on a business trip abroad and can't use the Internet. I'm very anxious. How can I unlock my device?

F
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contact BB. they for sure gave you the incorrect phone. TMO wont be able to unlock it due to their rules..this is by far on BB to fix.

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~
H
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contact BB. they for sure gave you the incorrect phone. TMO wont be able to unlock it due to their rules..this is by far on BB to fix.

I agree with you 100% it is BB that should fix. I am twying T Mobile to help as the easy fix would be on their hands.

 

Mailing the phone to USA for a refund with BB would be expensive and I would be without phone. Unlocking the phone by software would be easier.  The phone was paid full, no montly payment or discount.

 

It was never activated on T Mobile, only tried to activate when I was already in Brazil

If you are not able to call T-Mobile, you can message us from Facebook or Twitter. If you click the icon for Facebook or Twitter at the bottom of this page, you will get to a page that allows you to direct message us. That team has the ability to further review unlock options just like they would if you called in. 

Since BestBuy gave you the wrong model, returning it is probably the best bet.  It may be possible for you to reach BestBuy customer support on their website and speak to them about return options.

W

I followed the steps of unlocking. The phone still has a lock.

H
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I followed the steps of unlocking. The phone still has a lock.

I really appreciate you taking the time to let us know what you have done to try and unlock your device. Unfortunately, we don’t have access to account details on this forum so I can’t see any other reason that these steps would not be working for you. I know you have reached out to customer service before and you have the email saying it is unlocked. It seems like it is time to take the device into the nearest store to have someone take a look at the device and help push through the unlock. If they need any assistance while you are there, they can contact our care teams also, so you get all the support you need in order to walk out of the store with the device fully unlocked and ready to go. 

K

I bought a second hand iphone (advertised as unlocked) to use overseas. I’m a tmobile customer for years. I used the phone in the US for a short while with no problem. After I traveled , I bought a new sim card from the country I’m in now but it didn’t work . It appears that the phone is still locked to tmobile. I checked the eligibility to unlock it using its IMEI, and fortunately it is. I contacted tmobile customer service to unlock it remotely. They said they need the original owner to contact them to request the unlocking!!! Like how can I reach that person?! I bought it through a seller on Amazon( whom I will report for false info!) and this seller sells hundreds of them. It’s impossible to know who’s the original owner:(. 
the agent offered to escalate the matter for consideration, but that’s it. I’m pissed off as I cannot use the phone overseas even though it’s eligible to be unlocked . Anyone went through that? 

gramps28
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I bought a second hand iphone (advertised as unlocked) to use overseas. I’m a tmobile customer for years. I used the phone in the US for a short while with no problem. After I traveled , I bought a new sim card from the country I’m in now but it didn’t work . It appears that the phone is still locked to tmobile. I checked the eligibility to unlock it using its IMEI, and fortunately it is. I contacted tmobile customer service to unlock it remotely. They said they need the original owner to contact them to request the unlocking!!! Like how can I reach that person?! I bought it through a seller on Amazon( whom I will report for false info!) and this seller sells hundreds of them. It’s impossible to know who’s the original owner:(. 
the agent offered to escalate the matter for consideration, but that’s it. I’m pissed off as I cannot use the phone overseas even though it’s eligible to be unlocked . Anyone went through sth like that? 

How it sounds it happens quite a bit. Even though it was advertised as unlocked, in hindsight, you should of put a Verizon sim in it to check.

Good luck on the escalation, I bought a used HTC  on ebay a long time and was able to unlock it once I met the usage requirements.

L

Followed directions, didn’t work. 

H
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Followed directions, didn’t work. 

Hi @LB47 Did you already receive the text message letting you know that the device is eligible for unlock?

L

I called 611 finally and was told it had to be unlocked by calling them first. After two reboots it worked. Whew. 

D

I was given an iPad Pro 3rd gen as a birthday gift, and I activated it on an old ex’s iCloud acct because I didn’t have one and we are no longer together so to be spiteful she reported it lost on find my app can I bypass the activation unlock somehow?

H
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I called 611 finally and was told it had to be unlocked by calling them first. After two reboots it worked. Whew. 

Hmm Once you get the text message, the phone should be ready for those steps without having to call 611. Thanks for letting us know that they were able to help with that unlock for your device. 

S

I could not find the device unlock command on my Galaxy S21. This is a device that is an insurance replacement for the one I damaged, and on the T Mobile web site it tells me that it is eligible for unlock.

I have replaced the phone with an S23, so have no service to call 611

 

I have a similar situation where I no longer have access/data to my last phone (galaxy s20+ 5g) but it is available for unlock (paid it off a long time ago/ eligible for unlock/ believed I went through the unlock process/ sold it and apparently it's still locked? very frustrating) and chatting with tmobile support (many times) has gotten me no where. Is there no way to unlock it now that I no longer have access? Is contacting tmobile through socials the way to go? Thanks!!

J

I could not find the device unlock command on my Galaxy S21. This is a device that is an insurance replacement for the one I damaged, and on the T Mobile web site it tells me that it is eligible for unlock.

I have replaced the phone with an S23, so have no service to call 611

 

Is contacting tmobile through socials the way to go? Thanks!!

All I can say is that it worked for me.

H
Rank
Userlevel 6
Badge +10

I could not find the device unlock command on my Galaxy S21. This is a device that is an insurance replacement for the one I damaged, and on the T Mobile web site it tells me that it is eligible for unlock.

I have replaced the phone with an S23, so have no service to call 611

 

You no longer have to call care if you already see online or got the message saying that your device is eligible for the unlock. We show the unlock steps on our Device Unlock support page. T-Mobile device unlock | T-Mobile Support

To find the steps for your S21, use the plus sign next to Android. Newer Samsung devices all follow the same steps so it should be easy peasy. 

F
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I have an old iPhone 11 and I need it to be unlock and the phone is paid off since 3 years old. I called customer service and they are giving me a hard time to unlock it. They say it will take up to 24-72 hours to unlock it. Well it's over that time frame. I am still a customer with them but I want to give this phone to a family member. What can I do to get unlock?  

TMO must put in a request for unlock to Apple..they do whatever they need to do then accept the unlock request.

 

 

Android they just check to make sure everything has been met obligation wise then fire out the unlock.

 

for what its worth..is the old phone connected to at least wifi if its no longer on the TMO network?

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~
J

It’s connect to WIFI but not connected to TMO. Also Apple doesn’t unlock phone the carrier have to do it. 

H
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iPhones are also included in our proactive unlock process. The eligibility requirements must be met and then there are steps you complete on the device itself. Are you on a prepaid or postpaid account? 

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