1. Confirm your device is locked or unlocked in settings:
iPhone:
Go to "Settings" > "Cellular" > "Cellular Data Options" > "Cellular Data Network". Some phones will display "Cellular Data Network" once you select "Cellular." If you don't see "Cellular Data Network", your phone is probably locked.
Android:
Go to "Settings" > "Connections" > "Mobile networks" > "Mobile operators" > "Search Now". If the search displays multiple networks, then your phone is most likely unlocked.
2. If is deemed locked, you can reach out to us by submitting a claim from your order page or you may try this method by clicking on "Skip" during startup and then set up the device using the wi-fi option. It might show another message stating that you will not be able to make or receive calls. Please disregard that message as well and set up the phone using Wi-Fi. Once the setup is complete, you should be able to use the phone normally.