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johnrandolph
Superstar

Unlock code

Hi, I have a Moto G7 Supra which was purchased from Cricket and I have had it for over 6 months with them.  I'm trying to get it unlocked but I'm having problems.

When I go to my online account and try, it says I must use the "mycricket app" in order to get the code.  If I go to the "mycricket app" and try, it says "sorry this device cannot be unlocked.

I believe I meet all eligibility requirements as I have been paying for over 6 months now and it's a Cricket phone paid in full with no restrictions that I know of.

 

 

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7 Replies
Moderator
Moderator

Re: Unlock code

Hello @johnrandolph! Welcome to our Cricket Community Forum and thank you for your post. We are more than happy to review your device unlock request. Please reach out to our support team on Facebook (m.me/cricketwireless) or Twitter (@cricketsupport) for further assistance. 

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

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johnrandolph
Superstar

Re: Unlock code

Thank you for responding to my question.

No offense, but I don't understand why we have this community forum if the folks at Cricket can't help you here.  Seems like you're always referring folks to your facebook or twitter page.

I don't do facebook or twitter.

I tried an online chat at Crickets site but that went nowhere and so I called 611 from my phone and that went nowhere as well.

Surely this is an easy problem to solve.  Either I'm eligible for an unlock code or I'm not, and if not why am I not.  I've paid for six consecutive months.

Cricket really needs to clearly explain this unlock code option. Some people are saying you need to be with Cricket for 180 days but I don't see that mentioned on their site. 

I  also think Cricket needs to address their support options. Much too difficult for a lot of us.

Thanks......

 

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Moderator
Moderator

Re: Unlock code

@johnrandolph thank you for your response. These matters cannot be handled over the Forum as we need to get private account information from you to review your unlock request. Cricket has measures in place to unlock customer devices after having 6 months of active service on the account. To protect your information, we ask that customers not provide personal account information via our Community Forum. If you do not have access to Facebook or Twitter, you can contact our Cricket Customer Care team at 1-800-Cricket to have your device unlock request reviewed. Hopefully, this addresses your concerns.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

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johnrandolph
Superstar

Re: Unlock code

Thanks for your response.

Maybe you could explain what "six months of active service" is?

Is it six consecutive months of paying your bill?

Is it 180 days of being a Cricket customer?

Could you buy a Cricket phone and never activate it and at some point it would be eligible for unlocking?

Does the six month of active service start over if you remove your sim and then reinsert it later?

Thank you....

 

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johnrandolph
Superstar

Re: Unlock code

Let me pose the question another way.

Let's say someone purchased a Cricket phone and plan from the Cricket web site on Jan. 1,2019.

When, and under what conditions would this phone be eligible for an unlock code?

Thanks....

 

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Moderator
Moderator

Re: Unlock code

@johnrandolph 6 months of active service means that the customer must have used the device on the active Cricket account for 6 months (180 days). The time does not restart if you change devices or remove the SIM card. Cricket counts the days that the device is being used on the active Cricket account. You can review additional information on our device unlock policy by following the link below:
https://www.cricketwireless.com/legal-info/device-unlock-policy.html

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

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johnrandolph
Superstar

Re: Unlock code

Thanks for clearing that up.

I've been paying for six consecutive months but I guess my 180 days are not up yet.

Thanks for all your time and help....

 

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