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I just bought a factory unlocked Moto Z Play. I even ran the…

I just bought a factory...
I just bought a factory unlocked Moto Z Play. I even ran the IMEI, and it comes back as a factory unlocked phone.
For some reason, when I put in my T-Mobile SIM, it asks me for a SIM unlock pin.
It is not the Verizon branded version and the seller assured me that it was the factory unlocked version.
Why would it be asking me for a SIM unlock pin if it is factory unlocked and what can I do?
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Answered in 1 hour by:
3/24/2018
Harry
Harry, IT
Category: Android Devices
Satisfied Customers: 2,584
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply. I've just logged in and saw your question waiting and I'm happy to assist you. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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SIM unlock pin means it is locked to a carrier -- Did you contact T-Mobile to see if they have a PIN for their SIM card?

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Customer reply replied 3 months ago
It hasn't needed a pin before...
Customer reply replied 3 months ago
The card, that is.

If you tap unlock with no PIN -- what happens?

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Customer reply replied 3 months ago
It doesn't even acknowledge that I pressed anything.

Where did you buy the phone from?

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Customer reply replied 3 months ago
A trusted seller on eBay, with whom I have dealt with without problems.
Unfortunately, they won't be able to respond to me until Monday morning.

Unfortunately, it will need to go through them. Even though they are trusted, they could have bought it to resell it and didn't realize it was locked.

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Customer reply replied 3 months ago
Okay, thanks.

You're welcome -- I apologize that I had to deliver the bad news to you. Please understand that we do not like to deliver bad news because our rating on the site is based on the feedback of our customers so bad news situations are difficult to deal with. Thankfully, a large majority of our customers are understanding that we are just messengers in the situation and do not take it out on the rating system.

My goal is to give you the best experience possible! I hope I have earned a 5 star rating! Please remember to rate my service by selecting the 5 stars at the top of the screen before you leave today. If you need more assistance, please use the reply box and let me know.

Harry
Harry, IT
Category: Android Devices
Satisfied Customers: 2,584
Experience: IT at Justanswer
Verified
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