Unlocking Instructions for HTC Android Device Unlock App

How does it work?

Instead of entering an unlocking code to unlock the phone, your device will be unlocked directly by the network. There's no code to enter.

When ready, we will notify you by email that your HTC device has been unlocked.

You then need to do the following:

1. Connect your HTC phone to WiFi
2. Open the 'Device Unlock App' from your phone
3. Select 'Permanent Unlock' option
4. Next, the device will check it's status on the remote server.
5. Finally, select re-start, after it will be unlocked

Below is a simple video guide showing this:

Troubleshooting the Device Unlock App process

1. Check you have an active data connection over WiFi.
2. If need be, clear the application cache.
3. Check the device memory is properly managed.
4. Restart the device and try again.

1. Ensure you're using the original ROM (no custom Firmware EgCyanogenMod or Unbranded ROM)
2. Ensure the device is using the latest Firmware version.
3. If upgraded, do a Hard Reset
4. You may need to switch off 3G/LTE and force the device to use WiFi
5. (Use a home/trusted WiFi connection and not a public one)

Can't find the Device Unlock App in me list

Download from here:

https://play.google.com/store/apps/details?id=com.tmobile.simlock&hl=en

Error Messages:

Device not recognised by your service provider. Please call customer care.

• Rooting your device will disable the unlock application
• Download the latest software to continue

Data corrupted during transfer. Please try again. Error during data transfer. Please try again

• Ensure the device has stable mobile signal
• Restart the device and try again

Server not responding. Please try again later.

• No response is received from the server
• Try using an alternate internet connection

Failure in processing the request. Please reboot device and try again.

• Ensure that your device has sufficient memory
• Restart the device and try again

No internet connection available. Please try again when internet connection is available.

• No internet connection is available:
• Device is not connected to 3G/4G LTE.
• A non-compatible SIM card is being used,

Unable to connect to the server at this time. Please try back again later.

• Update the app using the Play Store
• Attempt the unlock using the mobile network.

Unlock Failed: This mobile wireless device is not eligible for unlock. For Device Unlock eligibility details, please go online or contact Customer Care.

• The device is not eligible for unlock.

Unlock Failed : System maintenance error, try again later.

• System Maintenance is currently underway
• Wait and try again later

Failure in applying the unlock settings. Please try again.

• The device must be connected to the mobile network (including domestic and international roaming)
• Disconnect from Wi-Fi and try again