Most of the time this issue is down to the fact the phone is “frozen” or locked due to an incorrect unlock code being entered too many times. In order to defreeze the device you will first need to obtain the master or "MCK" code. This can be obtained from the network or through one of our IMEI services
To unfreeze the phone please follow the defreeze process below.
- Insert a non-supported SIM card and you will be prompted to enter the code
- Enter the MCK code in to the box and click OK
- Enter the NCK/NUC code in to the box and click OK again
This time the phone should say Network Unlock Successful, and the phone should be unlocked.
If you try this and it still does not work then please raise a support ticket.