Unlocking your mobile wireless device
Most mobile devices are programmed to prevent the device from operating with other wireless carriers’ networks without first being unlocked. We're committed to providing you with clear information about unlocking your mobile device.
If you purchased your device from Metro by
Metro by
Once a device becomes eligible for unlocking (eligibility requirements are described below), Metro by
Some devices cannot be remotely unlocked by Metro by
If you received a notification that your device is eligible to be unlocked, and you need instructions for completing the unlocking process,click here.
Unlock eligibility requirements
We unlock mobile devices that meet the following eligibility criteria free of charge:
- The device must be purchased from Metro by
T-Mobile . - The device must not be reported as lost, stolen or blocked.
- Three hundred sixty-five (365) days must have passed since the device’s activation date.
About deploying military personnel
Military personnel who are pending deployment do not have to meet the 365-day requirement described in the previous section. To unlock their Metro by
Instructions for unlocking your Metro by
If you received a notification that your device is eligible to be unlocked, please review these instructions for completing the unlocking process.
- Make sure you are connected to the Metro by
T-Mobile network orWi-Fi . - Swipe up on your Home screen to open the Apps tray and follow the steps below:
- Newer Samsung Devices (2019 or newer):Settings > Connections > More Connection Settings > Select Network Unlock
- Other Android Devices:Use the Device Unlock app or Unlock app pre-installed on your device and follow instructions on-screen. If you do not have this app, your device is unlocked or it is on a 2019 or newer OS.
- SelectPermanent Unlock
- If you receive an error, please see the table below with troubleshooting steps.
- Wait while the device completes the unlock.
- If you receive an error, see thetroubleshooting section below.
- Restart the device.
- Contact us at 888-863-8768 if:
- You do not see the apps or settings listed for your device. You may need a PIN code for unlock, which Metro’s Care team can provide.
- You meet the eligibility requirements but cannot unlock your device.
- You have a device not listed above.
If you have an Apple device, once it becomes eligible, Metro by
- Verify that your device is eligible to be unlocked.
- Make sure your device is on WiFi.
- Insert a non-
T-Mobile SIM card into your Apple device and complete the first-time use.- If the device has already been set up, follow the on-screen instructions to sign into your Apple ID.
- If you don't get the setup prompt or if no SIM is available:
- Back up your iPhone.
- After you make a backup,erase your iPhone.
- Restore your iPhonefrom the backup you just made.
- What does my phone being ‘unlocked’ mean?
A device unlock enables your Metro byT-Mobile device to use a non-Metro byT-Mobile SIM card to connect to a different international or domestic network. This may also be known as a SIM unlock, network unlock, or carrier unlock. - When can I unlock my phone?
Your phone can be unlocked when you are eligible for unlock. Please seeMetro byT-Mobile ’s policyfor more details. - What happens if I don’t unlock my device?
Nothing! Your phone will continue to work just as it does today. - Why do I have to wait?
As a pay in advance service provider, this helps us reduce fraud and misuse of service. This is in line with industry standards for pay in advance services. - When does the service requirement start?
The service requirement begins from your phone’s activation date. The first day your phone is active with Metro byT-Mobile counts as day 1. Please note that your phone’s activation date is different from your account’s activation date.Note: For phones under warranty exchange, the activation date is the date you originally purchased the phone, not the activation date of your warranty exchange handset.
- Is there a fee for requesting a device unlock?
No. We unlock mobile devices that meet eligibility criteria free of charge. - What do I do if I received an error using the Device Unlock app?
If you receive an error using the Device Unlock app, review the following table for troubleshooting: