Last Updated: June 25, 2024
When you purchase a mobile wireless handset from us (a “Device”), the Device may be locked for a certain period of time during which you may be unable to use the Device in connection with any other mobile wireless provider (the “Device Lock Period”). For Devices that are purchased in full (“Prepaid Devices”), the Device Lock Period lasts for 60 days after activation of the Device on the Ultra Mobile network. For Devices financed through us or through a third-party (“Financed Devices”) the Device Lock Period may last for the duration of the financing plan or until such time that the financing plan has been fully paid off, whichever is sooner, but in no event less than 60 days after activation.
Subject to the following requirements, we will (a) unlock the Device for you automatically, to the extent technically feasible, upon completion of the Device Lock Period; or (b) if not technically feasible to unlock the Device automatically, provide instructions for how you may unlock the Device at the end of the Device Lock Period.
Requirements for Device Unlocks
- The Ultra Mobile Device Unlock Policy (the “Policy”) is available to new and existing Ultra Mobile customers who have purchased one or more Ultra Mobile wireless plans (a “Plan”) and activated the Device(s) on the Plan(s).
- Customers who previously activated a Device on our network at any point prior to June 25, 2024 and who as of that date have completed the Device Lock Period, should receive a notification either indicating that the Device has been unlocked automatically or providing instructions for how to unlock the Device, subject to these requirements. All other customers who previously activated a Device on our network may receive this notification upon completion of the Device Lock Period. Otherwise, customers may contact customer care at 888-777-0446 for assistance and further instructions to have their Device unlocked.
- To the extent technically feasible, we will unlock your Device(s) automatically (i.e., no action is required by you) upon completion of the Device Lock Period, i.e. within 60 days of activation on the Ultra Mobile network for Prepaid Devices, or following completion of the financing plan (or until such time that the financing plan has been fully paid off, whichever is sooner), but in no event less than 60 days after activation on the Ultra Mobile network, for Financed Devices. For some older Devices, this automatic activation may not be available due to the Device’s restrictions. In that case, you will receive a notification that you will need to call us to complete the Device unlock process. If your Device cannot be unlocked automatically, you are responsible for calling us to complete the Device unlock process. If you experience any issues, please call 888-777-0446.
- Any phone number(s) associated with the Device must not be associated with any fraudulent activity (including but not limited to frequent porting or recycling).
- The Device must not be reported stolen, lost, or associated with fraudulent activity.
- We reserve the right to request proof of purchase or any other written information needed to determine that the Device unlock request is valid and not fraudulent.
- Ultra Mobile may refuse any Device unlock request that would result in an abuse of this Policy or is part of an effort to defraud Ultra Mobile or its customers.
- This Policy is subject to change at any time without advance notice.
Military Personnel
- If a customer requesting a Device unlock is deployed military personnel, upon provision of deployment papers, Ultra Mobile will honor that customer’s Device unlock request at any point in time (i.e. immediately upon purchase).
Customers who have any questions about this Device Unlock Policy (including customers experiencing any technical issues) should call customer care at 888-777-0446.
