You purchased the device from Samsung. You need to contact Samsung to help you unlock the device. T-Mobile devices use the T-Mobile Unlock app to unlock the device. There is no need for an unlock code because it is done through the app.
As an alternative, you could also pay for a third party unlocking service to unlock the device.
The phone was not sold by Tmobile so the imei# isn't in Tmobile's database which is why they're not
violating the FCC law.
So you need to to get Samsung to get in contact with Tmobile so they can get and put the imei# in their database
so the unlock request can go through.
While this is a support forum it is a customer to customer support forum. This is a place for customers to speak to other customers. If you need to speak to T-Mobile directly you can call them or talk to them on social media.
Desiree Denise Desiree I see ya you can have her
I guess misery loves company, but I'm so glad I'm not the only person with the exact same problem. I bought an S10 from Samsung pre-loaded with T-Mobile in March, and we moved in July to area with poor T-Mobile signal. I switched to AT&T, and upon inserting the SIM card, it says my phone is locked. Upon speaking to T-Mobile at least 7 times and Samsung 3 times. Apparently, 2019 Samsung model no longer have the T-Mobile Unlock App installed. It is supposed to occur by going to Connections / More Connection Settings / Network Unlock. Upon pushing the 'Permanent Unlock' option, I get the message, "Couldn't unlock your phone. Your phone isn't eligible to be unlocked. Reason code: 540380" So frustrating because T-Mobile tells me to call Samsung, and Samsung says that T-Mobile is legally required to unlock me. I'm going to try Gramps28 suggestion to see if Samsung can get T-Mobile to add the IMEI to their database. I wish I could be more optimistic because I've been using an old phone while my S10 (that I paid cash for) is now a glorified Wi-Fi device. I'll post if it works.
It's easier to contact Tmobile support on Facebook or Twitter using messenger
and asking support to get the imei# into the system.
Didn't work.... Samsung gave me the run-around saying that T-Mobile would have my IMEI on their database if I was able to use it on their network, which I was for the 4 months before I intended to switch. Back to calling T-Mobile to get the same circular reference.
That's why you need to contact Tmobile support through social media.
Yes, they have the imei# because you used it on Tmobile yet Samsung never sent
it over to Tmobile to put it in their list of devices that they can unlock.
You're in a Catch 22 and the only way I've seen this fixed is the above answer.
Was this ever resolved for you? I have been stuck in this circle as well for the past week with no resolution. I keep getting told to wait and not even a time frame for when this will be resolved.
I've had a similar problem with a Samsung Galaxy S10+ Unlocked by Samsung version I purchased directly from Samsung.com . My troubles began first with the phone receiving meager to no signal/data in areas where I had perfect service in the past, all the way down to mms/sms lag and full out dysfunction. I called T-mobile support, whom couldnt cind my version of the S10+ in their system SM-G975U1, and had to add my IMEI manually into the system roughly on about 3 different phone calls, to no change in service. Then another tmobile tech rep suggested to switch to a new sim card, which I did, to also having no change. I did a bit of research, which led me to the samsung forums, where Samsung acknowledges the shortcomings of the phone and promises an update in "the near future" but alas no such update arrived yet since the April/2019 post. Yet I found a solution that seems to work:
Dial in phone keypad ##3282# or #2263# (nonbranded carrier model) and that'll get you to the proper screen to edit modes
You must disable Band 41 AND Band 25!. Enter Data Programming Mode: ##3282# Edit -> Enter MSL: 000000 -> OK -> LTE -> Band41 Enabled -> Deselect -> Band25 Enabled - Reboot.
I hope the issues are resolved soon!
I had no problem unlocking my tmobile branded note 9 from samsung.com with tmobile.
all they did was add the imei to their database and i was able to unlock through the app after a few days.
Im going through the process again with my note 10, i guess we'll see how this one goes.
Im not sure why they're giving you such a hard time.
Thanks for all the responses. I'm still in circular reference hell. I haven't resolved the issue, and I just got off my seventh call with T-Mobile. They say that their unlock team will contact me with instructions. This was the exact response on my last call where I received an e-mail from this team with the exact instructions I received on the phone and does not work. I still get error code "Couldn't unlock your phone. Your phone isn't eligible to be unlocked. Reason code: 540380." I'll reply if I get another e-mail from the unlock team with a better solution. I'm not optimistic.
Contact T-Mobile support on twitter.
I was in the same boat till i saw an employee on reddit that said the contact twitter support.
Don't waste your time with the clowns on the support via tmobile.com
Simply Amazing!!!! It worked!!! I'm free!!! I'm 43 years old, and not really big on social media. I opened a Twitter account for the sole purpose of trying the T-Mobile support (as suggested on this thread). They took my IMEI# and then sent me instructions with a link < 24 hours later. The link is to a page with the same instructions I tried at least 50 time before (Settings / Connections / More Connection Settings / Network Unlock / Permanent Unlock), but this time it said "Your phone is unlocked"
I owe each person on this thread a debt of gratitude. If any of you are in the Charlotte, North Carolina area, I owe you a beer. I can't thank you enough.
From a 1-5 star scale, I give T-Mobile 1 star. Their in store, online, and phone support were inept to solve my problem, made promises they didn't keep, and spun me in circles for 2 months. As far as T-Mobile Twitter Support goes, I give them 5+ stars. They were courteous, punctual, and knowledgeable.
Thanks again everyone. I can actually use my new phone now!!!