Device lock and security troubleshooting

Get help if you're locked out of your device. If you are trying to unlock your device to use with other carriers, visit T-Mobile device unlock.

Can't unlock your device

1. If you are receiving SIM card or PUK errors, check PUK and SIM error troubleshooting.
2. Turn off Bluetooth. If you can't, turn off all connected Bluetooth devices.
3. Make sure your password or PIN locks are entered correctly. For example, make sure caps lock is off.
4. For fingerprint recognition:
   • Clean and dry the fingerprint scanner and your finger.
   • Use the same finger that you used during setup.
   • Touch and hold the sensor. If you do this too quickly, it may not have time to capture your finger.
5. Do not have any security features like Find my Device or Find my Mobile activated.
6. Enter your Backup PIN or choose Forgot Password if available.
7. Android devices:
   1. Log in to the device's connected Gmail on a computer to make sure you have the correct information.
   2. On your device, choose Forgot Pattern on the lock screen.
   3. Enter your Gmail username and password.
   4. Record your new pattern.
8. Apple devices check out Apple Support for additional support.
9. If your device is still locked, follow our tutorial to complete an external master reset​​ using the hardware keys.
10. For Android and Apple devices, try to sign in to your account again. If you still cannot sign in, create a new account or contact the provider.