Policies

Device Unlock Policy

Unlock your mobile device

Most mobile devices are programmed to prevent the device from operating with other wireless carriers’ networks without first being unlocked. We're committed to providing you with clear information about unlocking your mobile device. 

If you purchased your device from T-Mobile or if you have a T-Mobile authorized device, please follow the steps outlined below to determine your eligibility for device unlocking.  In order to unlock a mobile device that is not sold or authorized by T-Mobile, you need to contact the mobile carrier or manufacturer who sold you the device.

T-Mobile’s approach to device unlocking

Once a device becomes eligible for unlocking (eligibility criteria are described below), T-Mobile will automatically and remotely unlock the device within two business days if device supports remote unlock. You can check your device’s unlock status in your my T-Mobile account.

Some devices cannot be remotely unlocked by T-Mobile.  In these cases, T-Mobile will send a notification to the device within two business days of it becoming eligible, with next steps to complete the unlock process.

 

Unlock eligibility requirements

We unlock mobile devices that meet the following eligibility criteria free of charge.

Device eligibility is determined as follows:

  • The device must be sold by T-Mobile.
  • The device must not be reported as lost, stolen or blocked.
  • The account associated with the device must be in good standing.
  • The device must also satisfy all the Postpaid or Prepaid unlocking requirements outlined below.

Unlock eligibility for mobile devices on Postpaid plans

  • The device must have been active on the T‑Mobile network for at least 40 days on the requesting line.
  • If the device was financed or leased through T‑Mobile then all payments must be satisfied and the device must be paid in full.
  • If the device is associated with a canceled account, then the account balance must be zero.
  • T‑Mobile may request proof of purchase or additional information in its discretion and certain other exceptions may apply.

Unlock eligibility for mobile devices on Prepaid plans

  • At least  365 days  must have passed since the device was activated on the T Mobile network.
  • If the device was activated less than 365 days ago, then the   Prepaid account associated with the device must have had more than $100 in refills during that period for each line active on the account.  In   addition, more than 14 days must have passed since the device was purchased.
  • No more than 2 mobile device unlocks have been complete per line of service in the last 12 months.
  • T‑Mobile may request proof of purchase or additional information in its discretion and certain other exceptions may apply.

Military and other exceptions
Deployed military personnel who are customers in good standing are eligible to have their devices unlocked upon provision of deployment papers. Please contact us for more details.

 

Getting Help

If you have a question about your device’s eligibility to be unlocked, or you need help completing the unlock process, see Support or contact T‑Mobile Customer Service. Mobile Customer Service.

 

Important

This policy is subject to T‑Mobile’s Terms and Conditions of service and may change without notice. T‑Mobile may deny any request for mobile device unlocking in our sole discretion if the request is an effort to defraud the company.