App requirements

An Android device that supports the Mobile Device Unlock app.
An active data connection via 3G/4G/LTE or Wi-Fi that has strong signal.

Download

Only supported devices may download the app or have it pre-installed Supported devices may download the app from: Device Unlock - Android Apps on Google Play.

How to complete device unlock after we process your order.

1) From the Application list, tap Device Unlock.

2) Tap Continue.
Choose the desired device unlock type:
Permanent Unlock

3) If successful, restart the device to apply the settings.
Note: If you do not restart the device, you will have a persistent alert in the notification tray.


Troubleshooting

1) Check that you have an active data connection.
Note: For temporary unlocks, you must be connected to the T-Mobile network. The unlock will not work over Wi-Fi.

2) Check that the requirements are met for:

i) The device must not be reported lost or stolen, blocked, or restricted to T-Mobile

ii) The device must use the Device Unlock Application [Does not prompt for code with different sim]

iii) Your account must be in good standing and not be suspended or cancelled

3) Clear the application cache. See your device > How tos > Apps > Clear & uninstall app.

4) Check that the device memory is properly managed.

5) Restart the device and try again.

If you receive an error, review the following table for troubleshooting:

Error Message

Device not recognized by your service provider. Please call customer care.

Data corrupted during transfer. Please try again.

Error during data transfer. Please try again.

Server not responding. Please try again later.

Failure in processing the request. Please reboot device and try again.

No internet connection available. Please try again when internet connection is available.

Unable to connect to the server at this time. Please try back again later.

Unlock Failed: This mobile wireless device is not eligible for unlock. For Device Unlock eligibility details, please go online or contact Customer Care.

Unlock Failed : System maintenance error, try again later.

Failure in applying the unlock settings. Please try again.


Information / Troubleshooting

Rooting your device will disable the unlock application

Download the latest T-Mobile software to continue

Ensure the device has stable mobile signal

Restart the device and try again

No response is received from the server

Try using an alternate internet connection

Ensure that your device has sufficient memory

Restart the device and try again

No internet connection is available:
Device is not connected to 3G/4G LTE
A non T-Mobile SIM card is being used on a device that is locked to T-Mobile

Update the app using the Play Store

Attempt the unlock using the mobile network.

The device is not eligible for unlock.

See Unlock your mobile wireless device to determine what eligibility requirements are needed.

System Maintenance is currently underway

Wait and try again later

The device must be connected to the mobile network (including domestic and international roaming)

Disconnect from Wi-Fi and try again.