MDU: Ineligibility codes
Use this page to understand ineligibility reason codes found on the "View Unlock Eligibility" screen in Atlas or reason descriptions in the unlock app.
T-Mobile reason codes in Atlas
| Code | Reason & Description | Resolution |
|---|---|---|
| 2 | Buyer's remorse This line is within the remorse period. | The device must be outside buyer’s remorse period to meet eligibility requirements. |
| 5 | IMEI Blocked This device is blocked in our system. | The IMEI may be fraudulent, suspended, in collection or write-off. The IMEI must be un-blocked to meet eligibility requirements. |
| 6 | Account Status Account status not in good standing. | Account is fraudulent, suspended, in collection or write-off. Account must be in good standing to meet eligibility requirements. |
| 7 | Past due balance Past due balance. | The account associated with IMEI shows payment past due delinquent. Account must be in good standing to meet eligibility requirements. |
| 8 | EIP Balance EIP device balance. | EIP has not been paid in full. EIP balances must be paid in full to meet eligibility requirements. |
| 9 | Min Days Usage Device must be active for 40 days since first use. | Device must be active a minimum number of days on the T-Mobile’s network to meet eligibility requirements. |
| 11 | Refill balance Refill amount has not been met. | Refill amount on the device since first use must meet policy guidelines. |
| 12 | Perm Unlock Max (Prepaid only) Line exceeded the 2 number of unlocks in 12 months. | T-Mobile provides a maximum of 2 permanent unlocks per line of service per year. |
| 13 | No MSISDN MSISDN not found. | Provide a T-Mobile MSISDN to meet eligibility requirements. |
| 14 | BAN to BAN transfer with balance Phone & MSISDN transferred from another BAN. | The device and MSISDN transferred from another account that still has an outstanding balance attached to it. Previous balance needs to be resolved before requesting an unlock. |
| 15 | Temp Unlock Max Device exceeded number of allowed temporary unlocks. | T-Mobile provides a maximum of 5 temporary unlocks per line every 12-month period. |
| 16 | EIP flag Temporary Unlock restricted due to EIP status. | Device may be fraudulent or stolen, since the order was canceled, closed, or completed. This device is not eligible for unlock. |
| 17 | Device usage This account must have H days of usage. | The account does not show usage of the device on this line of service. The device must show usage on the line of service requesting the unlock. |
| 18 | Canceled MSIDIN (Prepaid only) Prepaid Canceled lines without a MSISDN. | The prepaid account has been canceled. Check eligibility manually and have a coach or above complete an MDU override, if eligible. |
| 19 | Account Mode Device is not associated with T-Mobile subscription. | This error typically happens when device has never been used on the T-Mobile network. If this response is believed to be reached in error, check eligibility manually. |
| 1007 | Invalid account number System unable to find account associated with the device | Check eligibility manually and have a coach or above complete an MDU override, if eligible. |
| 1019 | Invalid subscriber number System unable to find MSISDN associated with the device | Check eligibility manually and have a coach or above complete an MDU override, if eligible. |
| 9001 | Service Backend Failure There is a system issue | Follow the steps to report an issue in Atlas. |
T-Mobile reason codes on device only
| Code | Reason & Description | Resolution |
|---|---|---|
| 1 | Not sold by TMO This device was not sold by T-Mobile. | For Android devices sold by a 3rd party, coaches and above can file an escalation. |
| 116 or 132 | Your phone isn't eligible to be unlocked. | This displays on the device when it is not eligible for unlock. Check Atlas for specific ineligibility reasons and help customers meet eligibility requirements. |
Other reason codes
If a caller reports a different reason code in the on-device unlock option (such as Code 37), verify their device is T-Mobile branded and on a T-Mobile account.
Customers of Metro by T-Mobile may receive other reason codes and mistakenly call us. T-Mobile cannot unlock Metro devices. Have the customer call Metro by T-Mobile.