Please note: We can not accept “Unlock Device App” orders for phones showing “Server Not Responding” when you attempt to access your Unlock Device App.
Unfortunately, if it says “Server Not Responding” then there is a connection error between the phone and the server, and this can NOT show up as “Eligible” to be unlocked until that error is resolved.
There’s a few issues that may be causing this.
- The phone may not have ever been originally activated by T-Mobile or MetroPCS.
- The carrier may be intentionally or unintentionally blocking that IMEI, or connection from connecting to their server.
(Potentially a non-US ISP Network, a competitor’s data service, etc.)
- You may not have a good Wi-Fi or Cellular Data connection, and may want to try a different connection. Reboot the phone between attempts.
- The carriers recommend using your home Wi-Fi because a firewall may be preventing access to this type of connection. Since you are likely know whether or not your home wi-fi network has firewalls set up, then this is preferred.
- The phone may be defective, and you may want to return it as soon as possible, either as a T-Mobile or MetroPCS carrier return, or as a manufacturer warranty return.
- The phone may need a factory reset, or upgrade to the latest official firmware.
We require that you go through the entire process to unlock your phone with your “Unlock Device App” before you order. — You should only order when you receive a response such as “Not Eligible” or “Unlock Failed.” Once you order, we will notify you by email, or by our (order status update) within 1 or 2 business days, and at that time your phone should show as “Eligible.” You’ll go through the entire process again, and then your phone will be permanently unlocked for use with any “GSM” carrier worldwide.
How to Upgrade Firmware
If you have not been notified of an available software update, you can manually check if one is available.
- Fully Charge Your Battery
- Back up your contacts and data. Anything not on the SD card will be erased.
- From the Home screen, tap Apps > Settings > General tab > About phone > Update Center > System Updates.
- Tap CHECK FOR UPDATE to manually check for a new update.
- You will be prompted if a new software update is available.
- When the software update is available, the update icon will display in the status bar at the top of the screen.
- Swipe down from the top and tap the notification.
- Tap RESTART & INSTALL
- If prompted, connect to a Wi-Fi network to download the software update.
- Your device will restart to perform the update.
- When the update is complete, your phone will restart and transition through a series of alerts stating Android is upgrading.
How to Factory Reset
- Backup all contacts and data. A factory reset will bring the phone back to it’s original condition.
- Tap on the Home Icon > Three Horizontal Lines or Settings.
- Select System settings > Backup & reset.
- If you want to proceed in restoring the factory settings, tap Factory data reset.
- Then tap Reset phone.
PLEASE NOTE: GSM phones (Such as AT&T, T-Mobile, Cricket, MetroPCS) are never compatible with CDMA network carriers. (Such as Verizon, Sprint, Virgin, Boost, U.S. Cellular) or vice-versa. The phone technology is not compatible, unlocked or not. Here’s a great explanation of CDMA vs. GSM.
ALSO NOTE: TracFone can not be unlocked. However, you may have other options.