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

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.

101 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?

tidbits
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Good luck with the BBB and even the FTC won't help you. It's because you are going after the wrong people. Carrier with the way Apple or any OEM doesn't do affects the unlock process

 

Carriers can't unlock devices that they don't have in their database. The only way to put IMEIs into the database is from the manufacturer. This is to prevent fraud and theft. Since your device was sold by Apple and locked to T-Mobile 100% Apple didn't give the new IMEI to T-Mobile and that's where the disconnect is. This has been happening since the Apple Reseller Flex Policy, and how OEMs in generally rarely give IMEI of devices OEMs sell on their own without giving those IMEIs to Carriers. 

 

With the current process I will always tell people buy unlocked especially for iPhone as there is no difference between unlocked and a carrier branded one. Android devices mat has slight differences in carrier aggregation but it's all marketing as most servers top out way less than the bandwidth you can get. You will always get the fastest the slowest speed is willing to give you. You can have 1 gb speeds but the server is only able to give you 50mb well you only getting 50mb. Speed tests are fun and all but not realistic in real world usage. 

F
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interesting information, thank you

I laugh when our internet offers faster speeds, never had the faster speed be faster than the slower speed, told a lot of stories about that, but, never worth the difference in cost 

 

Sounds like I should have told them I wanted an unlocked phone?

apple told me they don’t sell locked phones because, they are not the carrier

att told me they phones are not locked by apple

 

the issue is, as long and people don’t complain, we get scammed

 

nothing changes until we demand better service

 

and, more issues with t-mob than the locked phone, they LIED about local towers, I’d never seen the “sos” on a phone before unless I was really out in the wild but had  happen several times in los angeles with t mob, lied about the “fastest connection ever” “oh, you have the slower plan, do you want to upgrade for $$ more? “

 

a half hour at t-mobile today to return the cell spot 

they say there is a lock on the account… 

wanting to make sure I will never consider them anywhere, any time… 

 

funny, I never had a problem switching a phone between verizon to att

really scammed by the att>cingular fraud though and you are right, the bbb and ftc did nothing to help millions of customers then… people are so willing to be fleeced now 

 

actually the phones get locked to the first carrier they get added onto..most carriers lock it to their network for a certain amount of days to insure they dont just up and bounce and once said days are met then its unlocked… postpaid accounts its 40 days...prepaid is one year or $100 worth of refills.

 

Verizon is pretty much the same..i think theirs is 50 days..might have changed..

***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)**~~~~
L

Followed directions, didn’t work. 

B
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Well here is something for everyone to ponder on. Why in the hell do we as consumers are imposed on a set of rules that force us to wait so many days, or meet this requirement, or to simple be in good standing to unlock a phone. It shouldn't even be a issue. If myself(not speaking for the masses) spend my own money to outright buy the phone then I should be able to do whatever I want I want to. So what is con side of this idealogy. I bought and paid for right. This is just like everything else that we out up with on a daily basis but has come to be norm for us. Just another way to control. In short why should anyone care if you want to unlock your phone. I say stop regulating so stupid and find something more important to regulate. Here is one for them. Regulate the A.I. programs. That's more important and not me unlocking phone. This is strictly my opinion and not meant to offend anyone. Everyone is entitled to their own opinions. Replys are welcomed let's hear from y'all.

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?

gramps28
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You would still need to meet the usage requirements even if you paid in full. The only place you can buy a new Apple phone truly unlocked is at an Apple store.

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.

W
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Trying to switch carries from T-Mobile, unfortunately, poor reception here

tm told me, phone is unlocked 

called other carrier (oc), they said it isn’t

called tm, told me phone is unlocked, called oc they said it isn’t

called tm and merged the calls, tm said ”oh, it can take 24- 48 hours to unlock phone” since I paid the balance of the monthly billing 

why not tell me that upfront? 

called me today to say “the phone is unlocked”

called the oc, they said it isn’t 

called tm again with oc on the call, tm said they show the phone is unlocked

but….. it can take apple a couple days to unlock the phone

 

???

the other reason I am leaving tm, the run around

what do I have to do and who do I need to talk to get the truth on this issue?

 

you know the other carrier would like to add a customer...so, I doubt they are stalling 

I wanted to bill tm for the run around I had over glitches in the new iPhone 13, resolving that took me hours and hours… and four 2 hour round trips to the apple store 

 

now, even less happy with them

 

at it’s worst, the other carrier, never wasted my time like this 

 

 

 

 

 

F
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Userlevel 7
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Trying to switch carries from T-Mobile, unfortunately, poor reception here

tm told me, phone is unlocked 

called other carrier (oc), they said it isn’t

called tm, told me phone is unlocked, called oc they said it isn’t

called tm and merged the calls, tm said ”oh, it can take 24- 48 hours to unlock phone” since I paid the balance of the monthly billing 

why not tell me that upfront? 

called me today to say “the phone is unlocked”

called the oc, they said it isn’t 

called tm again with oc on the call, tm said they show the phone is unlocked

but….. it can take apple a couple days to unlock the phone

 

???

the other reason I am leaving tm, the run around

what do I have to do and who do I need to talk to get the truth on this issue?

 

you know the other carrier would like to add a customer...so, I doubt they are stalling 

I wanted to bill tm for the run around I had over glitches in the new iPhone 13, resolving that took me hours and hours… and four 2 hour round trips to the apple store 

 

now, even less happy with them

 

at it’s worst, the other carrier, never wasted my time like this 

 

 

 

 

 

do you meet all the requirements that are listed on the very first post?

***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)**~~~~
W
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….at it’s worst, the other carrier, never wasted my time like this 

 

 

 

 

 

do you meet all the requirements that are listed on the very first post?

met them all and, they told me it was unlocked

they have told me repeatedly it is unlocked even though my phone shows it is “carrier locked” 

the apple rep was able to share my phone and see that and told t-mob … 

 

hours today in the att store, hours of prevarication and manipulative sales dialogue still not solving the problem and, the same defections 

the only fun was I had t-mob on speaker phone so other customers got to hear it

you should have seen their expressions

 

the att reps pulled out the stops trying to assist 

even calling other specialists and talking to the tmob rep who was clearly not listening or, just falling back on his patter… 

 

I really resent the wasted hours and the money I lost on this

but, I even tried calling the corporate office and ended up talker to another blather artist

who told me tmob uses the latest software to see if the phone is unlocked and, blah blah blah, “the same software everyone else uses” yeah, and the apple rep and att rep used the same software and it shows them it is still locked

what a total snafu of a company 

 

haven’t been scammed like that for years

 

I will follow up with complaints to the utility commission and BBB 

 

 

 

 

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. 

W
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interesting information, thank you

I laugh when our internet offers faster speeds, never had the faster speed be faster than the slower speed, told a lot of stories about that, but, never worth the difference in cost 

 

Sounds like I should have told them I wanted an unlocked phone?

apple told me they don’t sell locked phones because, they are not the carrier

att told me they phones are not locked by apple

 

the issue is, as long and people don’t complain, we get scammed

 

nothing changes until we demand better service

 

and, more issues with t-mob than the locked phone, they LIED about local towers, I’d never seen the “sos” on a phone before unless I was really out in the wild but had  happen several times in los angeles with t mob, lied about the “fastest connection ever” “oh, you have the slower plan, do you want to upgrade for $$ more? “

 

a half hour at t-mobile today to return the cell spot 

they say there is a lock on the account… 

wanting to make sure I will never consider them anywhere, any time… 

 

funny, I never had a problem switching a phone between verizon to att

really scammed by the att>cingular fraud though and you are right, the bbb and ftc did nothing to help millions of customers then… people are so willing to be fleeced now 

L
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Google Pixel 7 was paid off and unlocked using T-Mobile’s Unlock (Pixel) app.  But I still cannot OEM unlock (bootloader unlock).  I want to flash a new ROM on my device.

L
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Google Pixel 7 was paid off and unlocked using T-Mobile’s Unlock (Pixel) app.  But I still cannot OEM unlock (bootloader unlock).  I want to flash a new ROM on my device.

 

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.

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