CTIA/Regulatory

 
  With so many choices when shopping for wireless products and service, we want to be sure you find the right device and plan - and understand the fine print.
 
  That's why we've partnered with CTIA-The Wireless Association® to provide tools to help you make informed buying decisions.
These include:

    - A plans & device checklist you can use while you're shopping to find important details on plans, charges and coverage.
    - A Terms & Conditions FAQ that answers key questions such as fees and surcharges, handset insurance, trial periods, parental controls and more.
 
  Want to learn more? Check out CTIA's consumer protection standards.
 

Unlocking your device

Domestic SIM Unlock (DSU) refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card. SIM unlocking a device will not necessarily make a device interoperable with another carrier’s network. Additionally, SIM unlocking a device may enable some functionality of the device but not all (e.g., a SIM unlocked device may support voice services but not data services when activated on a different network). NOTE: Not all devices are capable of having the SIM slot unlocked.

For devices that are not Domestic SIM Unlockable, Sprint may be able to provide a Master Subsidy Lock ("MSL") code to eligible customers. The MSL code was utilized with many devices manufactured prior to February 2015. While Boost Mobile can provide the MSL code to eligible customers, this does not mean that device will be accepted by another carrier or interoperate with another carrier's network. Whether another carrier will accept and activate a device is subject to that carrier's policies and capabilities.

Please note, Assurance Wireless devices which the owner has attempted to reprogram or activate on another carrier's network or otherwise altered from its initial programming or settings may not be able to be reactivated with Assurance Wireless services.

Assurance Wireless will only activate devices certified to work with Assurance Wireless services. Assurance Wireless cannot unlock phones other from carriers.

General Eligibility for Unlocking


Assurance Wireless will unlock a device under the following circumstances:
  • The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked
  • The device has been active on the associated account for at least 12 months

If you believe you meet the above requirements and would like to request that your DSU-capable device be unlocked and/or request the MSL Code, contact Assurance Wireless Customer Care by dialing 1-888-321-5880

Note Regarding Assurance Wireless’s Unlocking Policies

Assurance Wireless may refuse any unlock request that would result in an abuse of these policies or is part of an effort to defraud Assurance Wireless or its customers. These policies are subject to change at Assurance Wireless's discretion without advance notice.

Unlocking FAQs

What does it mean for my device to be 'locked'?

The term “locked” typically refers to a device that can only be used with Assurance Wireless on the Sprint network and cannot be activated on a competing carrier’s network. An “unlocked” device is no longer locked to Assurance Wireless services and the user may attempt to activate it on another carrier’s network. There are generally two scenarios for device unlocking:

  1. Domestic SIM Unlocking (“DSU”): A device may be referred to as 'locked' if that device was manufactured with programming restrictions that prevent another carrier's SIM card from being inserted into the SIM slot for use on a different network. Generally, most smartphones launched after February 2015 are DSU-capable – meaning the SIM slot can be unlocked for potential usage on other carriers in the United States. Even if unlocked, Sprint DSU-capable devices may not work on another carrier's network. Whether an unlocked Sprint device can be used on another carrier's network is subject to that carrier's policies and network compatibilities.

  2. MSL Unlocking: A device is 'locked' if it is manufactured with a type of disabling software and a locking code (referred to as 'Master Subsidy Lock' or 'MSL'). Generally, MSL locks were utilized on devices launched before February 2015. Sprint can provide the MSL code to eligible customers, however this does not mean that the device will be able to be successfully used on any other carrier domestically. Whether another carrier will accept and activate a device on its network is subject to that carrier's policies and compatibilities.

How can I unlock my device?

Eligible customers can request a domestic SIM unlock and/or request the associated MSL Code by contacting Assurance Wireless Customer Care at 1-888-321-5880.

Will Assurance Wireless notify me when my device is eligible to be unlocked/has been unlocked?

No. Assurance Wireless elects to post its unlocking policies and procedures online. However, if you believe you meet the above requirements and would like to request that your DSU-capable device be unlocked and/or request the associated MSL Code, contact Assurance Wireless Customer Care at 1-888-321-5880.

I have the MSL code for my device. Does that mean that my device is unlocked?

No. Sprint can provide the MSL code to eligible customers to provide to their intended carrier. Whether another carrier is able to or will reprogram a device is subject to that carrier's policies and practices.

I've been told by another carrier that Assurance Wireless needs to unlock my SIM slot in order to use my phone on the other carrier's network.

For DSU-capable devices (generally devices and device models launched February 2015 or later), Assurance Wireless will unlock the SIM slot for devices that are eligible. If you believe that your device is eligible to be unlocked and want to request a domestic SIM unlock, contact Assurance Wireless Customer Care at 1-888-321-5880.

It is important to note that not all devices are capable of being unlocked, often because of the manufacturers' device designs. Specifically, devices and device models manufactured prior to February 2015 cannot be unlocked to accept a different domestic carrier's SIM for use on another domestic carrier's network. Assurance Wireless has no technological process available to do this.

I have been told that my device is not DSU-capable. What can I do?

Many devices that have been manufactured for Assurance Wireless simply are not DSU-capable. This is because, prior to the development of the voluntary commitment contained in CTIA's Consumer Code for Wireless Service ("Unlocking Commitment") carriers were not required to, and many carriers did not, develop their devices to be DSU-capable.

I am a former Assurance Wireless customer or was never an Assurance Wireless customer but have purchased an Assurance Wireless device from a third party other than Assurance Wireless. Can I have the device unlocked or receive the MSL code?

For individual owners who can provide the Assurance Wireless telephone number or account number last associated with the device, Assurance Wireless may be able to unlock the device and/or provide the applicable MSL Code, provided the device is eligible under the applicable policy above. If a device is not eligible for any reason, a non-Assurance Wireless customer requestor may be required to work with the original purchaser and/or the person from whom the requestor purchased the device to ensure any financial or device eligibility criteria are met. Customers are strongly encouraged to contact Assurance Wireless about a device’s unlock eligibility before purchasing through a non-Assurance Wireless channel as Assurance Wireless cannot share any information regarding an unauthenticated account.

This policy is subject to change without notice at Assurance Wireless’s discretion.

 
   
Assurance Wireless is brought to you by Virgin Mobile USA and is a Lifeline Assistance program supported by the federal Universal Service Fund. Service within nationwide coverage area reaching more than 295 million people. Assurance Wireless is not available in all states/areas. Offer limited to eligible customers (varies by state) residing in selected geographic areas and is non-transferable. Visit virginmobileusa.com for a detailed map and to check if service is available in your area. Coverage not available everywhere. Other restrictions apply. Android is a trademark of Google Inc.

Assurance Wireless provides support primarily in English and reserves the right to provide English documents.   Spanish documents are provided for convenience only.
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