MDU: Prepaid eligibility

Mobile Device Unlock (MDU) allows you to use other carriers' SIM cards in your T-Mobile device. Customers may also call this a SIM unlock. Check customers' eligibility for Mobile Device Unlock on Prepaid Rebellion and Prepaid Legacy accounts.

Beginning January 12, 2021 all T-Mobile brands proactively unlock devices once they meet eligibility.  If we are unable to the unlock the device on the customer’s behalf, we send a text message within 2 business days of meeting eligibility that includes the T-Mobile Support page with on device unlock steps.  Devices that require a PIN code, will still have to call care and a Rebellion form will be required. 

Check prepaid eligibility

All requirements must be met to provide a Mobile Device Unlock, including those using Android on-device unlock (app or setting).

  1. Follow your normal process to check eligibility before manually checking. This will determine if the device is already unlocked or if it is capable of unlock.
  2. There can't be an open EIP from a postpaid account.
  3. Check the IMEI, and make sure you are unlocking the correct device. Dial *#06# on the device to check.
  4. The account must be active.
  5. The device must be a model sold by T-Mobile. It can't be from another carrier.
  6. The IMEI must not be blocked​.
    • Dial *#06# on the device to make sure you're checking the correct IMEI.
    • If the IMEI is blocked, you must unblock it before we can unlock their device. See IMEI blocking and unblocking.
    • Customers can use the IMEI Status Check on T-Mobile.com to check.
  7. The device IMEI must show network usage on the line of service requesting the unlock.
  8. Each active line can only receive two device unlocks within a 12 month period. 
    • Each requested device unlock must follow the eligibility requirements. Eligibility cannot be skipped by swapping the SIM from an unlocked device to a locked device.
    • Requests should be declined if there are two or more already, unless it's for Warranty exchange in​ Exceptions.
  9. The device IMEI must be active on the MSISDN requesting the unlock for 365 days, or else there must be sufficient refills on the account.
    • Check usage with View detailed usage for Usage: Rebellion steps​.

 

Device used forAction
365 days or longerThe device qualifies for unlock, regardless of the refill history.
Fewer than 365 days

Check the total number of lines on the account and the Usage & Billing "total refills applied."

  • The account must have $100 of refill per line on the account since the date the requested device was first used on the requesting line and be 14 days or older.
    • Multiply the number of lines X $100. This requirement does not change if unlocking just one device or multiple devices.
    • Credits and adjustments do not count as refills.
    • The first payment at activation does not apply to the refill requirement.
  • For example, to unlock one device on an account with 4 lines requires $400 of refills since the requested device first-use date (4 lines X $100 = $400).
  • Refill amounts used to meet a Mobile Device Unlock requirement are not eligible for balance transfer and must remain on the original account.
  • Unlock eligibility cannot be skipped by doing a SIM swap.
    • A swapped to device on the same line must meet the above requirements on its own.
      • A SIM from an unblocked device cannot be swapped to a locked device and have it unlocked. The locked device MUST pay $100 in refills and be active for 14 days.
  1. If the customer is eligible, follow the unlock process for their device & account type:

Cancelled accounts are eligible for an unlock if they meet the requirements below. Since cancelled Prepaid accounts are purged after 90 days, you may not be able to check all requirements. Make sure you check any requirements you can, especially 365 days since first use.

  1. Must meet requirements 1 and 4-5 of the Active Accounts section​ above.
  2. Must meet requirements 1-2 and 5-6 of the Active Accounts section above.
  3. More than 365 days have passed since the first time the device was used. If the account is purged, use the Warranty Lookup Tool to see the first use date.
  4. Follow the Whitelist escalation/override process and approve the IMEI.

Exceptions

If the customer has military orders to travel overseas, equipment can unlocked following the below requirements without having to wait the usual 365 days waiting period.

  1. Must meet requirements 1 and 4-6 of the check prepaid eligibility section​ above.
  2. Have customers email a copy of their Military Deployment orders to USMilitaryERR@T-Mobile.com and include the following information:
    • Mobile number:
    • IMEI Number:
    • Description of request: Military deployment device unlock
  3. Let customers know that they'll receive an email response and next steps within three business days.

If customers activate on the Tourist Plan, purchase a device from T-Mobile, and cancel service their equipment can be unlocked

  1. Purchased a device from T-Mobile on the Tourist plan and then canceled service.
  2. Must meet requirements 1 and 4-6 of the Active Accounts section​ above.
  3. Follow the Whitelist escalation/override process and approve the IMEI.

Current customers who had an unlocked device and returned it in a warranty exchange, device protection claim, or AppleCare+ replacement, are eligible to unlock their new device, even if they already completed two in the last 12 months. 

  1. Must meet requirements 1 and 4-6 of the Active Accounts section above.
  2. Unlock request was approved by T-Mobile for the returned device and noted in account memos.
  3. Follow the Whitelist escalation/override process and approve the IMEI.