Unlocking your device
Assurance Wireless’s approach to device unlocking
Once a device becomes eligible for unlocking (eligibility criteria are described below), Assurance Wireless will automatically and remotely unlock the device within two business days if the device supports remote unlock. Some devices cannot be remotely unlocked by Assurance Wireless. In these cases, Assurance Wireless will send a notification to the device within two business days of it becoming eligible, with next steps to complete the unlock process.
Some older devices with a Master Subsidy Lock (“MSL”) are not capable of being SIM unlocked. Please see below for information about these devices.
Unlock eligibility requirements
Assurance Wireless will unlock mobile devices that meet the following eligibility criteria free of charge:
- The device must be provided by Assurance Wireless
- The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked
- The device has been active for at least 12 months
Note Regarding Assurance Wireless’s Unlocking Policies
Assurance Wireless may refuse any unlock request that would result in an abuse of these policies or is part of an effort to defraud Assurance Wireless or its customers. These policies are subject to change at Assurance Wireless's discretion without advance notice.
Assurance Wireless makes no guarantee that an unlocked device will work on another carrier's network. Whether another carrier will accept and activate a device is subject to that carrier's policies and capabilities. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Not all devices are capable of being unlocked.
What does it mean for my device to be 'locked'?
The term “locked” typically refers to a device that can only be used with Assurance Wireless on the Sprint or T-Mobile networks and cannot be activated on a competing carrier’s network. An “unlocked” device is no longer locked to Assurance Wireless services and the user may attempt to activate it on another carrier’s network.
How can I unlock my device?
Your phone can be unlocked when you are eligible for unlock. Please see the Unlock eligibility requirements above for more details.
Will Assurance Wireless notify me when my device is eligible to be unlocked/has been unlocked?
Assurance Wireless will automatically unlock eligible devices if it is technically possible for us to do so. For any device that cannot be remotely unlocked, Assurance Wireless will send a notification to the device when it becomes eligible with next steps to complete the unlock process. If you need help with device unlocking, please contact Assurance Wireless Customer Care at 1-888-321-5880.
Does Assurance Wireless unlock devices with a Master Subsidy Lock (“MSL”)?
These devices are not capable of being SIM unlocked. Assurance Wireless may be able to provide a Master Subsidy Lock ("MSL") code to eligible customers. The MSL code was utilized with many devices manufactured prior to February 2015. While Assurance Wireless can provide the MSL code to eligible customers, this does not mean that device will be accepted by another carrier or interoperate with another carrier's network. Whether another carrier will accept and activate a device is subject to that carrier's policies and capabilities.
I have the MSL code for my device. Does that mean that my device is unlocked?
No. Assurance Wireless can provide the MSL code to eligible customers to provide to their intended carrier. Whether another carrier is able to or will reprogram a device is subject to that carrier's policies and practices.
This policy is subject to change without notice at Assurance Wireless’s discretion.
Follow the steps below if you received a notification that your device is eligible to be unlocked. If the notification mentions an unlock code, contact us at 888-321-5880 so we can provide it.
1. Make sure you are connected to the T-Mobile or Sprint network or Wi-Fi.
2. Choose your device on the Devices page, then click the Security drop-down to find Mobile Device Unlock steps.
3. Select Permanent Unlock
4. Wait while the device completes the unlock.
5. Restart the device.
6. Contact us if:
- You do not see the apps or settings listed for your device, as it may require an unlock code.
- You meet the eligibility requirements but cannot unlock your device.
- You have a device not listed on the Devices page.