Forum Discussion

Network Novice

9 days ago

Solved

Unlock device and locate a closed account

Hi T-Mobile Community,

I need help unlocking my device, but I’m running into issues because my T-Mobile account is closed.When I call customer service, they tell me they’re unable to locate my account. I went to a T-Mobile store and the rep was able to see the account, but every time he tries to open it, he gets a server error and can’t proceed.Because of this issue, they’re saying they can’t even submit a device unlock request for me.The phone is fully paid off and was used on this T-Mobile account. I have both the order number and the IMEI number ready to verify my purchase and device status.I just need the phone unlocked so I can use it with another carrier, but no one has been able to help so far due to the system error with my closed account.Has anyone experienced this before? Or can someone from T-Mobile assist me directly?

Thanks in advance for any support!

Anonymous
5 years ago
You may be the victim of a "port out" fraud. Do you know if your account had a port out PIN? A port out fraud is a way for criminals to gain control of your cellular number in order to be able to validate password changes to bank accounts, etc. Have you set up your account login on T-Mobile.com? If not, I'd call customer service.
This forum is not customer service. It's a community forum. The people here (many of whom, like myself, are just customers) do not have access to your account records. Contact Us

1 Reply

gramps28
Router Royalty
9 days ago
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Contact Tmobile support using messenger on one of Tmobile's social media platforms to see if the can help.

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Hi T-Mobile Community,

I need help unlocking my device, but I'm running into issues because my T-Mobile account is closed.When I call customer service, they tell me they're unable to locate my account. I went to a T-Mobile store and the rep was able to see the account, but every time he tries to open it, he gets a server error and can't proceed.Because of this issue, they're saying they can't even submit a device unlock request for me.The phone is fully paid off and was used on this T-Mobile account. I have both the order number and the IMEI number ready to verify my purchase and device status.I just need the phone unlocked so I can use it with another carrier, but no one has been able to help so far due to the system error with my closed account.Has anyone experienced this before? Or can someone from T-Mobile assist me directly?

Thanks in advance for any support!

","body@stringLength":"895","rawBody":"

Hi T-Mobile Community,

Thanks in advance for any support!

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Contact Tmobile support using messenger on one of Tmobile's social media platforms to see if the can help.

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