What should I do if my device is network/carrier-locked?

Warm Reminder: If your device is network/carrier-locked, you will not be able to install or use eSIM plans from other service providers. To use a third-party eSIM normally, you need to complete the unlocking and related settings according to the following steps. The specific operations are as follows:

1. Confirm the Device's Lock Status

First, you need to confirm whether the device is locked. The query methods vary slightly for devices with different systems:

• Contract phone judgment: If the device is a contract phone purchased from a carrier, it is likely to be locked and can only use SIM cards or eSIM plans from that carrier;
• iOS device query: Go to "Settings" → "General" → "About" and find the "Carrier Lock" option. If it shows "No SIM Restrictions", the device is unlocked and can use eSIM from other service providers normally; if this option is not displayed or a restriction prompt is shown, the device is locked;
• Android device query: Test by inserting a SIM card from another carrier and making a call. If you can make and receive calls normally, the device is unlocked; if it prompts "Service not activated" or "SIM card not recognized", the device is locked.

2. Apply for Device Unlocking

If it is confirmed that the device is locked, you need to contact the original carrier to apply for unlocking. The specific process is as follows:

• Initiate an application: Directly contact the carrier to which the device belongs (via customer service phone, official App, or offline business hall) and clearly submit a device unlocking application;
• Meet unlocking conditions: Carriers usually require certain prerequisites to be met. Common conditions include: expired contract, no outstanding arrears, the device is not a stolen/lost model, and the account status is normal. Specific requirements are subject to the official rules of the corresponding carrier;
• Complete unlocking: After the unlocking application is approved, the carrier will provide an official unlocking process (which may be online remote unlocking or offline assistance). Follow the guidelines strictly to complete the device unlocking. It is recommended to restart the device after unlocking to ensure the settings take effect.

3. Special Case Handling: eSIM Function Remains Disabled After Device Unlocking

Some users may encounter the situation where "the device is unlocked but still cannot use eSIM", which is mostly caused by carrier security restrictions:

• Reason explanation: For account security or business specification considerations, some carriers will temporarily disable the eSIM function for a period of time after the device is unlocked;
• Solution: You need to contact the original carrier again, explain to the customer service the need to "enable the eSIM function after the device is unlocked", provide device information (such as IMEI code) and unlocking credentials, and ask the customer service to help lift the security restrictions related to eSIM. After the restriction is lifted, restart the device to install and use eSIM normally.