Are you using a Tmobile phone on different network?
If so you will need to get an unlock code and the person you bought the phone from
will need to request the code if they meet the unlock requirements.
Do I just tell them to request one and have them send me the code?
Sent from my iPhone
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Yes but they need to be a Tmobile customer with their account in good standing and the phone paid off.
You may want to check the link to make sure the phones status.