MDU: Android device unlock

All new Android devices launched after June 2021 are automatically unlocked when eligibility requirements are met. The unlock status and steps to unlock all Android devices can be accessed through the device settings.

About on-device unlock

  • Supported Android devices have the option to perform a temporary or permanent unlock from the device.
  • The steps to access the unlock vary by device. See Unlock solutions.
  • Customers must meet Mobile Device Unlock requirements for postpaid or prepaid.
  • Requires an active data connection:
    • Permanent unlocks: 3G/4G/LTE/5G or Wi-Fi
    • Temporary unlocks: 3G/4G/LTE/5G with a T-Mobile SIM card (The unlock will not work over Wi-Fi.)
  • Error codes you may see:
    • Error Code 146: Failure of unlock on Device
    • Error Code 999: Repeated Unlocks for Device 

Types of unlock available

There are three types of unlock available: Permanent, Temporary and International.

Permanent unlock

  • Customers can permanently unlock their device when all postpaid or prepaid eligibility requirements are met.
  • When the device is permanently unlocked, customers can use any carrier's SIM card. 

Temporary unlock

  • Temporary unlocks cannot be done in Atlas, they must be requested from the device.
  • Temporary unlocks are common for international travel when a customer doesn’t qualify for permanent unlock.
  • A temporary unlock expires after 30 days. 
    • The device will automatically re-lock after the 30-day period.
    • If a non-T-Mobile SIM is still in the device, it will disconnect and lose signal.
  • The device will accept any non-T-Mobile SIM during the Temporary unlock. When a non-T-Mobile SIM card is inserted, the device will restart.

 

Eligibility requirements for temporary unlock:

  1. The device must not be reported lost/stolen or blocked.
  2. Accounts must be in good standing (Not past due, no credit holds or Ladex Suspensions).
  3. Line is not within the Buyer's Remorse period.
  4. Each active line can only receive 5 temporary unlocks within a 12 month period.

Unlock solutions

The steps to access the unlock vary by device depending on the manufacturer and age of the device.

  • Google Pixel phones use an unlock app that can be downloaded from the Google Play Store.  
  • Non-Pixel Android devices older than 2019 use a T-Mobile unlock app that comes pre-loaded on the device.   
  • Non-Pixel Android devices manufactured after 2019 have the unlock option under Settings.  
  • Specific unlock instructions by device can be found in Devices. This includes Sprint Android devices.

 

To email the customer steps for their unlock solution:

  • Find the device within the Devices space and send customers the tutorial for Mobile Device Unlock found in the Settings drawer.
  • If tutorials aren't available, check if they're on the T-Mobile device unlock Support page. If they match what's in MagentaPulse, send that page to customers.
  • If steps are only found in the MagentaPulse Device space (not in Tutorials or on Support), you'll need to walk customers through the unlock.

Ineligible - Override escalations

  1. If the app says customers aren't eligible:
  2. If they are not eligible, determine if the customer qualifies for an exception (Postpaid & Prepaid).
    1. If not, explain why and what they need to meet requirements.
    2. If they are eligible and the app shows they aren't, move to Step 3.
  3. Follow the override / escalation process and override the IMEI.

Support & troubleshooting

While all troubleshooting is found in Atlas, you'll want to review the following error messages for additional information and next steps.

This happens when Samsung devices are not able to connect to the unlock server to complete the unlock. Check for any emerging issues posted for backend unlock server issues. If none, advise customers to try unlocking again after an hour or so.

The message received from the server is corrupted or failed to completely download.

  1. Make sure the device has stable mobile or Wi-Fi signal.
  2. Restart the device and try again.

The Unlock server is unable to process the unlock request because the IMEI is not eligible or invalid.

  1. Check that the IMEI is not blocked.
  2. Check if the device has been rooted. The user may have changed the IMEI on the device.
  3. Clear the app's data and try again.

Disconnect from Wi-Fi and try again.

The device fails to generate a successful unlock request due to memory full, internal libraries not running, etc.

  1. Check that the device memory is properly managed.
  2. Restart the device and try again.

No internet connection is available: Device is not connected to 3G/4G LTE/WIFI or a non-T-Mobile SIM card is being used on a device that is locked to T-Mobile. Troubleshoot as a signal or data connection issue.

No response is received from the server.

  1. Check the Atlas known outages, Coverage tab, and Emerging Issues for any relevant issues.
  2. Test using an alternate internet connection.

This error may occur when the device is connected to a wireless router that is unable to connect to the internet. Attempt the unlock using the mobile network.

Check the Atlas known outages, coverage tab, and emerging Issues for any relevant issues.

The device is not eligible for unlock.