Uncle has signed up and cannot access account

[mmottola]

Email and password used are correct, he cannot log in.

Also, we placed his SIM card in and his phone is asking for "ENTER NETWORK UNLOCK CODE."

Can anyone help?

[ffleifel]

or you can go to any kiosk and ask the representative to do it for you if you are not sure of how to do it

[ffleifel]

You have to unlock the phone first.  Contact the previous provider and they will give you the unlock code

[RossN]

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@mmottola wrote:

Hi, thanks for your reply - this is what I had thought, but, he is telling me he paid off the contract and is under the impression that he is no longer locked into this provider??  Is this how it works?

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@mmottola hi you still need your phone unlocked 

[gpixel · Accepted solution]

@mmottola no it doesn't. he still needs to unlock his phone

[mmottola]

Hi, thanks for your reply - this is what I had thought, but, he is telling me he paid off the contract and is under the impression that he is no longer locked into this provider??  Is this how it works?

[gpixel]

@mmottola contact Samsung or the previous provider to unlock his phone

contact customer support mods to fix his account

click on the question mark chat bubble to the bottom right of your screen
type "locked out of self serve"
(use the chat bubble options, then click "submit a ticket, click me" option)

make sure to check your inbox(top right corner envelope icon) periodically, for a response