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Why does my new "unlocked" iPhone say "SIM Locked" or "SIM Not Supported"?
If you bought a brand-new, "unlocked" iPhone at full price from a major retailer (like Best Buy, Target, or Walmart) and are seeing a "SIM Not Supported" error, your device might be affected by the US Reseller Flex Policy.
Often called a "Flex Lock," this policy means that "universal" iPhones sold by third-party retailers will automatically lock to the network of the very first SIM card inserted into them.
Often called a "Flex Lock," this policy means that "universal" iPhones sold by third-party retailers will automatically lock to the network of the very first SIM card inserted into them.
- How to verify the lock status
To check if your phone is locked, grab your device and follow these steps:
- Go to Settings > General > About
- Scroll down to Carrier Lock
- If it says "SIM Locked" your device is tied to a network.
- How to fix a Flex Lock
Because we do not lock devices, Tello cannot remove this lock for you. To unlock the device, you will need to contact the provider the phone is currently locked to.- If you used another carrier's SIM first: You will need to reach out to that specific carrier's customer support and request an unlock.
- If a Tello SIM was the first one inserted: The device is now locked to Tello's underlying network provider. You will need to contact our network provisder directly at 1-800-937-8997. Explain that your device was first used with a Tello SIM under the Reseller Flex Policy. Be prepared to provide your original proof of purchase (receipt) to complete the unlock.
