IMEI blocking and unblocking

IMEI blocking prevents unauthorized device usage across all networks and carriers. This is different from Mobile Device Unlock (MDU). Customers may also call this SIM unlock, carrier unlock, or network unlock), which allows customers to use other carriers' SIM cards in the device. 

Details

  • IMEI blocking for lost or stolen devices may be performed, through Customer Care, T-Life, and on My T-Mobile when reporting a lost or stolen device.
  • Non-Experience retail/branded locations do not have access to block/unblock an IMEI and must call RSL for support.
    Exception: Business customers cannot unblock devices in T-Life or on My T-Mobile.com.
  • Customers can refer to Lost or stolen device help.
  • Customers will not be able to do the following if their device IMEI is blocked:
    • Dial 611 to reach T-Mobile Customer Care.
    • Make or receive calls (customers will still be able to make 911 emergency calls).
    • Use text messaging.
    • Access data or Internet.
    • Connect or register on a mobile network.
      Note: Blocked devices can still make calls over Wi-Fi.
  • Blocked devices cannot be used on participating domestic or international carriers.
    • A participating carrier will not allow a blocked IMEI to work on their network.
    • If a device is used on a carrier that is not participating, the device may function.
  • Blocked devices are not eligible for a handset exchange, trade-in, or Mobile Device Unlock.

Check IMEI status

  1. Verify customers are the billing responsible party or authorized user.
  2. Ask customers for their device IMEI, make, and model if available. Dual SIM devices with eSIM have two IMEIs. Check both IMEIs.
  3. Ask the customer for their device IMEI:
    • Dial *#06#.
    • See the back cover of the device, underneath the battery, or the SIM card tray.
  4. Access the IMEI Blocking tool. 
  5. Enter the IMEI.
  6. Click Check status. 

  1. Go to the IMEI Status Check  on T-Mobile.com.
  2. Enter the IMEI number in the IMEI STATUS CHECK window.
  3. Click Submit.

For details and information specific to T-Mobile Prepaid:

Customer requests block/unlock: lost/stolen

Only verified BRPs and AUs may add a block or unblock to a device on their account.

  1. Start with Suspend or restore accounts (Suspend or restore lost / stolen device: Rebellion steps for prepaid) if the customer needs to suspend service while the device is lost/stolen.
  2. Confirm the device was used on the verified account.
  3. Advise the customer that if the device is found, only a BRP or AU on the account can request the block be removed.
  4. For unblock requests, verify the following conditions are met:
    • For T-Mobile sold devices, verify that the customer owns the device and proof of purchase shows on the BAN making the request. Check this in two ways using Atlas:
      • Atlas > Toolbox > Order Lookup > Pull up the order.
      • Atlas > Toolbox > Doc Retrieval > Search for sales invoices in TESA.
    • The original block was requested on the same BAN/MSISDN making the request.
  5. Add and remove steps.
  6. Verify the IMEI matches the IMEI of the device that needs to be blocked/unblocked. Dual SIM devices with eSIM have two IMEIs; be sure to check both.
  7. Check if the customer has device protection.
    • Has device protection: Help the customer file a claim for lost/stolen.
    • Does not have device protection: Help the customer with replacement options through upgrade.

Other IMEI block reason requests

  • This section applies to prepaid and postpaid customers.
  • Unauthorized or unverified users may only be informed whether or not a device is blocked (block reason) no additional information including blocking code may be provided.
  • Not all equipment will be eligible to be unblocked.
  • Verify point of purchase through an authorized T-Mobile channel:
    • Purchased
    • Exchanged
    • T-Mobile refurbished device
    • Insurance replacement device
  • Devices purchased from anywhere besides a T-Mobile channel, such as a friend, eBay or Craigslist, typically cannot be unblocked. Customers must contact the original point of purchase to address the block status.
  • Follow the appropriate path below for addition or removal of a specific block reason:

If the customer filed a claim for lost/stolen/unrecoverable device before contacting Care, or if the customer received an insurance claim replacement device that is blocked follow these steps.

Block

Care is unable to block devices using this block code. These block codes are only applied by Assurant.

Request insurance block removal

Follow the below steps if the customer filed an insurance claim and then recovered the original device:

  1. Verify an insurance claim was processed using the claims memo.
  2. Advise customers that replacement device return is required as part of canceling their claim.
  3. Assist customers with restoring their line from suspend if needed. Use Suspend or restore accounts.
  4. Transfer customers to the Assurant to have claims canceled.
  5. Once claims are canceled, and the replacement phone return is received, the deductible will be refunded by the Assurant and the device IMEI will be unblocked within 24-48 hours.

Claim replacement device is blocked or block not removed

Follow these steps if the customer received a blocked replacement device from Assurant or if the customer canceled their claim and has not seen the block on their original device removed.

Claim replacement received blocked:

  • Review the IMEI block reason in Atlas (or the BYOD tool) and follow the appropriate resolution path found on this page, based on the block reason or carrier.
  • If the block cannot be removed through the processes outlined on this page, escalate to your Team Manager who can follow the Claim replacement received blocked steps in IMEI Block escalations: CEC-TM.

Original device remains blocked after claim was canceled: Transfer customers Assurant to confirm that their claim was canceled, and for assistance with the block removal.

Fraud Team makes this determination.

Block

Care is unable to block devices using this block code.

Request Block Removal

  1. Verify the account with a One Time PIN.
  2. Email the following to FMSupport@T-Mobile.com:
    • For Sprint IMEI block/unblock, use email subject: "Sprint IMEI Block/Unblock"
    • Customer BAN: 
    • Customer MSISDN: 
    • Equipment order number: 
    • IMEI number: 
    • Description of issue: 
  3. There is a 24-hour SLA Monday-Friday. If your request is past the 24-hour SLA, follow up on the original email to request the status.. 

Other carrier blocks are transmitted to T-Mobile through a national blocking database.

Identify

If a device block is not seen in the Atlas IMEI block/unblock tool, or the Atlas tool displays "This device is not eligible for blocking", the IMEI may be blocked by another carrier.

Other carrier blocks can be seen in the Atlas BYOD Tool: After entering the IMEI click Continue twice to review IMEI status.

Most blocks will show the Carrier name, however, any block showing in the BYOD tool that cannot be viewed in the Atlas Blocking / Unblocking tool, handle as an Other Carrier Block.

Request block removal

  1. Escalate the following to your manager:
    • Account number:
    • Mobile number:
    • Customer (BRP) first and last name:
    • IMEI number:
    • Carrier who applied the block:
    • How the customer obtained the device (Example: BYOD, T-Mobile purchased, Exchange replacement, etc.):
  2. Set Expectations
    • Never guarantee the block will be removed, because there are situations where the other carrier block is valid.
    • If the device can be unblocked, the block removal can take 7-10 business days.
  3. Managers follow: IMEI Block escalations: CEC-TM > Other Carrier IMEI blocks.

Care is unable to block devices using this block code.

Block

  • Code 28 = block
  • Court Ordered Block

Request Block Removal Legal

These codes are reserved for the legal team to enter the block or unblock code and are not intended for use without a legal demand.

  • Code 29 = Unblock
  • Court Ordered Unblock

Devices on a finance plan (loan) will be IMEI blocked by the billing system within 48 hours of any involuntary cancellation for non-payment. Payments made to bring the account current before 12 a.m. PT will unblock the IMEI automatically by 6 a.m. PT the following day.

Block

Care is unable to block devices using this block code.

Request Block Removal

  • Verify the device financing is associated with the verified account for the requesting customer.
  • Confirm that the account is current and not past due.
    • Canceled accounts: If account balances are paid in full or settled in full, the IMEI can be unblocked.
    • Bankrupt accounts: If accounts enter bankruptcy after the EIP was opened, the IMEI can be unblocked.

Provide the details below a Team Manager for block removal (postpaid accounts only). Global Care is not permissioned to remove EIP blocks; escalate to your CSM. 

  • Reason for block removal: Shipped blocked device, wrong device blocked, found lost shipment, etc.
  • Verified point of purchase through a T-Mobile channel: Handset Order # or Claim #
  • IMEI:
  • Associated MSISDN & BAN:
  • Managers follow IMEI Block escalations: CEC-TM.

Device is Lost in shipping

  • This block code is used by HRT after verifying devices have been reported lost or stolen in transit.
  • When this code is used, HRT has removed any financial responsibility, such as EIP for the device.

Block

Care is unable to block devices using this block code.

Request Block Removal

  • There is no approved use case for any level of Care or Retail to remove this block code
  • If a customer locates a device reported lost in transit, the blocked device must be returned to T-Mobile and a new device must be ordered.
  • If you believe the wrong IMEI was blocked as a result of an HRT form, escalate to your Coach or Manager. Coaches and above follow Handset Research Escalations > IMEI unblocking escalations.

Device is blocked by Asset Protection Teams.

Stores requesting to have a stolen demo phone IMEI blocked, contact the RSL and block with reason code STOLEN.

Block

Care is unable to block devices using this block code.

Request Block Removal

Email the following to assetprotectionInvestigations@t-mobile.com:

  • Customer BAN
  • Customer MSISDN
  • IMEI number
  • Issue description

If a customer purchases a full price device and later disputes charges with credit card company, a Non-payment block reason code is applied until the device is returned or the dispute is settled. Follow these steps if the customer requests the block be removed.

Care steps

  1. Access and verify the account.
  2. Confirm equipment order shows completed.
  3. Review Chargeback/Non-payment memos to determine if dispute is settled.
  4. If dispute is settled or customer makes payment, the IMEI can be unblocked.
  5. To request the IMEI be unblocked, provide the following to your Coach/Senior who will follow the steps below.
    • Reason for block removal: Non-Payment dispute settled
    • Verified point of purchase through a T-Mobile channel: Handset Order # or Claim #
    • IMEI:
    • Associated MSISDN & FAN

Coach steps

  1. Verify the IMEI that shows blocked matches the IMEI of the customer's device.
  2. Go to Device dashboard: Atlas and follow the IMEI blocking steps.
  3. Select the appropriate reason to Add Block or Remove Block.

Device block must be flagged by the Special Accounts team.

Email the following to: CompanyUseAccounts@T-Mobilesupport.com:

  • IMEI numbers
  • MSISDNs
  • Issue description

Tool errors

Frontline is unable to add or remove an IMEI block if these messages appear.

  • This message is usually due to the IMEI being a non-T-Mobile (BYOD) device blocked by its original carrier. Customers must contact the original carrier that blocked the device.
  • Troubleshooting directs a block to be removed because the IMEI became blocked through batch processing or possibly T-Mobile.com when suspending a line.

If a BYOD device has not worked on T-Mobile, refer the customer to the original carrier or point of purchase.

If any device was previously working on T-Mobile and shows the error message, follow these steps:

  1. Check for any impacting System Issues.
  2. Confirm the blocked IMEI matches the device.
  3. Review Carrier block: Load the IMEI in the BYOD Tool in Atlas, click Continue twice to review IMEI status. 
    • Most blocks show the Carrier name, however, any block showing in the BYOD tool that cannot be viewed in the Atlas Blocking / Unblocking tool, handle as an Other Carrier Block.
    • Most blocks show the Carrier name, however, any “Fraudulently Obtained” block showing in the BYOD tool that cannot be viewed in the Atlas Blocking / Unblocking tool, are handled as blocked by other carrier
    • Blocked by Sprint:  Follow the Fraud or Sprint IMEI Blocks/Unblocks toggle above.
    • Blocked by other carriers:  Follow the Other Carrier Blocks toggle above.
    • Blocked by T-Mobile: proceed to step 4. 
  4. The T-Mobile Lost or Stolen block reasons can be applied to devices not supported in Atlas, through self-service, such as T-Life. If the customer has not changed to a new device, customers can remove these blocks by reporting the device as found in Self-Service.
  5. For customers requesting Care assistance removing the block, verify device ownership:
    • T-Mobile devices:
      • Atlas > Toolbox > Order Lookup > Pull up the order.
      • Atlas > Toolbox > Doc Retrieval > Search for sales invoices in TESA.
    • BYOD/ non-T-Mobile devices: Review the device dashboard. Confirm the IMEI shows in the usage history for the verified account.
  6. Escalate the following to your manager:
    • Account number:
    • Mobile number:
    • Customer (BRP) first and last name:
    • IMEI number:
    • How the customer obtained the device (Example: BYOD, T-Mobile purchased, Exchange replacement, etc.):
  7. Set expectations.
    • Never guarantee the block will be removed, because there are situations where the block is not associated with the account requesting block removal.
    • If the device can be unblocked, the block removal can take 3-7 business days.
  8. Managers follow: IMEI Block escalations: CEC-TM > T-Mobile Blocks not supported in Atlas.

Care reps and Leadership may encounter this message when daily limits have been exceeded.

If removal / addition of a block is warranted, contact your coach or associate coach to to assist with the block or block removal.

  • Indicate if request is for block or block removal.
  • Reason for block or block removal: Example: Lost, stolen, found, etc.
  • IMEI:
  • Associated MSISDN & BAN:
  • Verified point of purchase through a T-Mobile channel: Screenshot of proof of purchase, including Handset Order number or Claim number.

The block will be added / removed by your leadership.