Samsung unlock failed

[EddieH]

I have used the EE online unlock code generator and It returned a invalid code. 

I have used 3 attempts on my Samsung S5 mini

And worried that I may lock it permanently. 

The IMEI and unlock code has been checked 3 times. Any help would be appreciated  thanks 

[EddieH]

I have used the EE online unlock code generator and It returned a invalid code. 

I have used 3 attempts on my Samsung S5 mini

And worried that I may lock it permanently. 

The IMEI and unlock code has been checked 3 times. Any help would be appreciated  thanks 

[Leanne_T]

Hi there @EddieH 

Thanks for coming to the community. 

What is the exact message showing on the Samsung before you enter the unlock code? Are you using another network SIM when entering the unlock code you have been provided? 

Speak soon 🙂

Leanne.

[Matt_124]

Have you tried entering the last 8 digits of the code, followed by the first 8 digits?

[EddieH]

"SIM  NETWORK  UNLOCK  PIN" and the code generator only gives eight numbers not 16 as described in other posts. Thanks

[Matt_124]

Just to confirm, the "EE online unlock code generator" you are using is this one?

https://ee.co.uk/plans-subscriptions/mobile/settings-permissions/device-unlock 

[EddieH]

Yes this is the generator I used.

I don't know how many attempts  before It's locked forever but I used 3

[Ali_A]

HI @EddieH 

It's best not to try any further. Please give Customer Service a call where a guide will be able to raise a ticket with our unlocking team to manually check and generate the unlocking code for you. 

Ali 

[EddieH]

Hi Ali

I have called customer service but it seems to be automated I have followed various options but a I'm unable to talk to someone ,the best option i could get was to  download the unlock tool but I guess it's the same as the online one. So how do I contact the unlocking team .?

Regards. Eddie 

[Debbie_G]

Thanks for letting us know @EddieH.

If you give our team a call on 150 from an EE Device, or 0800 956 6000 from any other device. You can either select option 1 to use the visual service. Or select option 2, followed by option 1, option 1, option 1. This will connect you to one of our Mobile Guides, who will be able to help you with getting your handset unlocked.

Debbie