While it's rare, it's possible that an unlocked phone you ordered isn't connecting to your carrier's network upon activation.
We work closely with your vendors to ensure that this exact situation doesn't happen but if it does, here are resources to assist you.
1. Check if you phone is unlocked
If you have gone to your carrier and they've told you that your device is locked or blacklisted, you can double check using the following methods:
Replace the SIM card
Turn off your phone, replace the SIM card with another carrier's SIM and turn your phone back on. If you see a message on the device asking you for a SIM unlock code, then the phone is locked.
Check the settings
- iPhone
- Go to Settings > Cellular > Cellular Data Options > Cellular Data Network
- Some devices will show "Cellular Data Network" once you select "Cellular", if you don't see "Cellular Data Network", then your phone is likely locked
- Note that this option isn't 100% guaranteed as you may have an unlocked device but still not see "Cellular Data Network"
- Android
- Go to Settings > Connections > Mobile networks > Mobile operators > Search Now
- If the search displays multiple networks, then you phone is likely unlocked
Check the IMEI
- iPhone
- Go to Settings > General > About > IMEI, you may need to scroll down to locate this section
- Android
- Go to Settings > About Device > Status > IMEI
- For all phones, you can dial #06# on the keypad, press call and your IMEI should appear
Once you have the IMEI you can find an IMEI checker site online where you an input the IMEI and see if the phone's lock status.
2. Determine the wireless frequency standard (GSM/CDMA)
United States carriers have historically used two wireless frequency standards, GSM (Global System for Mobiles) and CDMA (Code Division Multiple Access), also known as 2G and 3G.
It's possible that the phone is not working with the wireless frequency standard that your carrier uses, even if the phone is unlocked.
AT&T and T-Mobile use GSM along with most countries outside the United States. CDMA, which has previously been used by Verizon and Sprint, is used by only a few countries.
If you happen to have an unlocked CDMA phone, if you try to activate it with a carrier that primarily uses GSM (or vice versa), you may have connectivity issues. Prior to purchasing a device, please be sure to check the specifications to understand the standard the phone utilizes as well as which standards are used by your carrier.
3. Contact your carrier
If you've verified that your phone is unlocked and/or runs on the correct wireless frequency standard, you can go to your carrier and they can assist you in transferring your account to your device. You can visit this article which has links to major carriers and MVNOs that operate in the United States.
4. Get in touch with us if your phone is truly locked
If you've double checked your phone with one of the above methods and, unfortunately, it turns out that your phone is indeed locked, please contact us and we can assist you in resolving this with the vendor. You can visit this article for the fastest way to reach us.