Understanding Secure Lock
What is Secure Lock?
T-Mobile is committed to delivering an optimal experience on our devices for our customers and we have added Secure Lock to protect the integrity of the devices sold by T-Mobile. Secure Lock is technology that prevents unauthorized firmware from being installed on T-Mobile devices. Preventing unauthorized firmware helps protect against security threats that may result from third-party firmware that has not been tested by T-Mobile and our equipment manufacturing partners.
If unauthorized firmware is flashed on a T-Mobile device that has Secure Lock, the device will no longer work. Devices that have had unauthorized firmware added are not eligible to be covered under warranty. For information on next steps, see Secure Lock Help below.
Symptoms
Depending on your device, Secure Lock may show one of several different messages:
- Error 101: The phone has been flashed with unauthorized software & is locked. Visit T-Mobile.com/securelock for more information
- Security Error
- The phone has been flashed with unauthorized software. Please contact Customer Care at 1-800-937-8997.
Secure Lock Help
Resolution steps
If your device has been locked due to unauthorized firmware, you have the following options:
- You may contact the equipment manufacturer directly to see if the device can be repaired. Please note that repair/return for this issue may have additional cost.
- If your account has Premium Handset Protection (PHP), file a claim with Asurion.
- Perform a handset upgrade.