Trying to unlock cell phone bought from T-Mobile from Japan. See email exchange below...

GetHuman2179107's customer service issue with T-Mobile from February 2019

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The issue in GetHuman2179107's own words
Trying to unlock cell phone bought from T-Mobile from Japan. See email exchange below:*****-Feb-*****Dear T-Mobile Customer Service,**I attempted to unlock my T-Mobile phone (IMEI: ***************) using the instructions provided in the prior email, however, both permanent and temporary unlock requests failed. I note that I attempted the unlocks using a wifi connection from my home in Japan, as the T-Mobile SIM is unable to connect in Japan. Also note that the web link provided in the email above is not active. **Requesting your assistance in unlocking the phone, which, under the terms of my purchase and account with T-Mobile, appears to be eligible for unlocking (and, in any case, apparently all phones are eligible for * temporary unlocks per year).**************************************T-Mobile Sim Unlock Notification ***********Inbox*x**ARSystem Notify *DoNotR*****@***.com**Tue, Feb **, ****, **:** PM*to me**T-Mobile Sim Unlock Request*Sim Unlock Reference: *********IMEI: *****************Unlock Code: Device App**Thank you for taking the time to contact T-Mobile. There is no unlock code provided by the manufacturer to unlock this device. This specific model can only be unlocked by using the Device Unlock app in the device itself. Please be advised that specific requirements will need to be met in order for your device to qualify for a permanent unlock. The unlock requirements can be found at http:**www.t-mobile.com*company*company-info*sim-unlock-policy*unlock-your-mobile-wireless-device.html. If you are not eligible for permanent unlocking you can temporary unlock your device and are eligible for five temporary unlocks per year, each for a ** day period. *Before completing the steps below to unlock your device you must be connected to the internet via a cellular network in order to complete the steps:**) Launch the Device Unlock app**) On the first screen, select continue to connect to the server**) Wait for the device to connect to the server**) Select the type of unlock: Temporary or Permanent**) Please wait until the app connects to your carrier and requests to unlock**) When an "Unlock Approved" message is received**) Once received restart the device to apply the new unlock settings*Note: The temporary unlock is available only for ** days after which the device will lock back to T-Mobile**Thank You,**Customer Service*T-Mobile USA, Inc.
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T-Mobile

Customer service issue
Reported by GetHuman2179107
Feb 11th, 2019 - 5 mons ago
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Items needed
Account holder name
Phone number on account
Billing address
ईमेल पता
Last 4 digits of SSN
Pin/Password on account
Timeline
GetHuman2179107 started working on this issue
Feb 11th 6:57am
GetHuman2179107 indicated the issue is not fixed yet.
Feb 14th 3:20pm