Hi Ricoh. It's likely that an unlock signal was sent out to the phone but was missed, which is why we show the phone as unlocked, but you are still seeing it locked. When we process unlock requests, the phone has to have the Sprint SIM inside the phone, powered on, and be connected to WiFi so that it can receive the unlock signal. As long as each of those 3 conditions are met, along with the criteria from the link below, we can send out a new unlock request. Let us know if everything looks good and we can get a PM out to you to help wrap up the process.
Does it still have a Sprint SIM inside/does she have access to a Sprint SIM to put in the phone? Without that inside the phone, it cannot connect with the network to accept the unlock signal.
Hi there! I have the same issue with the same phone. No balance on the phone. Sprint said it's unlocked but phone said 'only accepting sprint sim". Cannot update PRL or profile. HELP please!
Hi jscott606, we'd be glad to help! There's a few criteria that are required for us to be able to unlock the phone which are outlined in the link below. In particular, one issue we see a lot with processing unlocks is if the Sprint SIM is not still in the phone at the time we send out an unlock code, it will not be able to get through to complete the unlock process.
If you think everything is good to go for an unlock, I'll go ahead and send you a PM to get some additional info so we can check in on things for you. Keep an eye out for a private message from me shortly!