Check your device

Support

Support and troubleshooting

The short guides below cover the questions that come up most often after running a check.

How to find your IMEI

The IMEI is the 15-digit number that identifies your handset. There are four reliable ways to find it:

  1. Dial *#06# on the keypad. It appears immediately, even on a locked phone.
  2. iPhone: Settings › General › About.
  3. Android: Settings › About phone › IMEI.
  4. On the original box, or on the SIM tray of many models.

Understanding your result

Carrier lock

The phone only accepts SIM cards from one network. This is the most common and the most fixable case. The carrier that sold it can remove the lock once the device is paid off, and in most countries they are required to do so free of charge.

Finance or installment lock

The phone is on a payment plan that has not been settled. Only the finance provider can release it, and only once the balance is cleared. If you bought the phone second-hand, this is really a dispute with the seller.

Activation lock

The device is tied to a previous user’s Apple ID or Google account. This is anti-theft protection. Only the account holder, or Apple or Google account recovery, can clear it. There is no legitimate bypass.

IMEI blacklist

The IMEI has been reported to a shared registry as lost, stolen or unpaid, so no network will activate it. Only the carrier that added the entry can remove it, and only once the underlying reason is resolved.

How to request a carrier unlock

  1. Confirm the device is fully paid off and any contract term is complete.
  2. Contact the original carrier — not a third party. The request is free.
  3. Have your IMEI and the account details ready.
  4. Wait for their confirmation, then insert the new SIM and follow the on-screen prompt.

How to spot an unlocking scam

Treat any of the following as a red flag:

  • An offer to “bypass” an activation lock or iCloud lock for a fee. This is not a service that legitimately exists.
  • An offer to clear a stolen-device report. Clearing a flag on a phone that is not yours means handling stolen property.
  • A request for your Apple ID or Google password. Never hand these over.
  • Payment demanded in gift cards, crypto or bank transfer to an individual.
  • A charge for something your carrier does for free.

Still stuck?

Send us the details and we will point you at the right party — though the honest answer is sometimes that only the carrier or the original owner can help.