Device Unlocking Policy

If a phone is financed under a Retail Installment Sales Agreement with Appalachian Wireless, it will be locked to Appalachian Wireless’ network until it is paid in full.

What Does It Mean If My Phone Is Locked?

If your phone is locked by Appalachian Wireless, it is set to work only on our wireless network. This means:

  • You can use your phone with our service,
  • You cannot use it with any other carrier’s SIM card, and
  • It will not work on other networks until it is unlocked.

Phones purchased with device financing will remain locked until all of the installment payments have been made, and the phone is paid in full. Once your final installment payment is received and processed, your phone will automatically be unlocked.

When will my phone be unlocked?

Where technically feasible, eligible phones are automatically unlocked when paid in full. You do not need to submit a request. Processing times may vary depending on several factors. You must have an internet connection (either active service with Appalachian Wireless or Wi-Fi) for the unlock to complete.

How can I check to see if my phone is locked?

Follow these steps to see if your phone is locked.

For Apple devices:
Go to Settings → General → About → Carrier Lock. If your phone is unlocked, it will say “No SIM restrictions.” If it is locked, it will identify the carrier network that has the device locked.

For Samsung devices:
Go to Settings → Connections → Mobile networks → Network operators. Disable the “Select automatically” option. The device will then search for available networks. If multiple networks appear, the phone is likely unlocked. The phone may be carrier-locked if only the current carrier’s network is displayed.

If these steps do not work, please view information from the device manufacturer for instructions.

Why is my phone unlocked even though I still owe payments on it?

You may have financed your phone before we began locking them, or there may be technical reasons we could not lock your phone.

How can I request that a phone be unlocked if I am a customer?

If you believe that your phone is locked in error, or if your phone does not automatically unlock after meeting eligibility requirements, you may request an unlock by any of these methods:

  • Log into your MyAppWire self-care account, click “Help,” and follow the instructions.
  • Contact Customer Support by dialing 611 from your Appalachian Wireless phone number.
  • Visit a retail store and ask for assistance.

When submitting a request, please be prepared to provide your account information and device details, including the IMEI number.

We will review and respond to eligible unlocking requests within two (2) business days. If your phone is not paid in full, your request will be denied.

How can I request that a phone be unlocked if I’m not a customer or if the phone I want to check is not on my account?

If you are not a customer of Appalachian Wireless or the phone that is locked is not currently on your account, you may request an unlock by any of these methods:

  • Click here and follow the instructions.
  • Call 800-438-2355.
  • Visit a retail store and ask for assistance.

If you are purchasing a phone from an individual, it is always best to make sure it is unlocked before you purchase it. A phone will not be unlocked if there is a balance owed.

How can I find my IMEI?

Apple Devices
Android Devices
You can also see your IMEI by dialing *#06# on the device.

Is there a fee to unlock my phone?

No. We do not charge any fees to unlock eligible phones.

What if I need to use an international SIM while traveling?

If you are travelling internationally and want to add an international SIM to your phone, you can either:

  1. Pay off your phone in full, and it will automatically unlock, or
  2. Request a temporary travel unlock.
    • To request a temporary travel unlock, call customer service or visit a retail store.
    • You will need to provide the date that you plan to start using the international SIM card and the date that you plan to stop. Your phone will be temporarily unlocked on the start date provided and re-locked after the end date provided.
    • Temporary travel unlocking cannot exceed 60 days per year. If you need to use an international SIM card for travel for longer than that, you need to pay off your device so it will permanently unlock.

Is there an exception for military deployments?

Yes. Appalachian Wireless will unlock a phone for deployed military personnel who are in good standing after deployment papers are received and processed.

Policy Updates

This Device Unlocking Policy may be updated from time to time. The most current version will always be available on our website.

Last Updated: March 2026