1.Background

There is a built-in network lock in Indian models. If customers purchase the Indian model and active it outside India, the network lock will be triggered. 

2.Purpose

In order to protect the rights and interests of users, standardize the process of the network unlock.

3.Coverage

All regions（Excluding the Indian region）.

4.Responsibilities

Contact Center：Guide customer to the service center to unlock；
Service Center:  Help users unlock and improve customer satisfaction；
Customer Service Manager:  Review unlocking compliance and be responsible for network unlock management 
Headquarters Technical Group: Providing unlock code.

5.Unlock Process

5.1    Check the proof of purchase/receipt and complete the repair order；
5.2    Submit the screenshots of repair order and IMEI number via Wechat to unlocking assistant in HQ and get the unlock code；
5.3    Unlocking assistant in HQ will provide the unlock code within 30 minutes;
5.4    The service center will assist the user to unlock the phone.
Purchase voucher includes：Proof of purchase/receipt, either hard copy or e-copy
General information includes：Purchase details include place and time, proof of purchase, IMEI number and product model.
Notes: The following conditions are discretion by the customer service manager.
Special circumstances (User complaint, partners, etc.); 
Cannot provide proof of purchase/receipt； 

6.Unlock Method

Enter “*#3988691#” in the dialing keypad to enter the unlocking interface, input the 16-digit unlocking code, and click the OK button to complete the unlocking.

7.Repair order specification

Repair type：“enquiry”；
Solution：guidance of operation；
Faulty code：“LOCK1”network lock；
Faulty cause code：“UNLOCK1”network lock unlock；
Upload proof of purchase: Upload the proof of purchase in the attachment bar of the repair order. If there is no purchase voucher, please explain the reason in the remarks column.
Remarks: If the handset needs to be unlocked and repaired or upgraded, please select repair or upgrade for the repair type. 

8.FAQ

Q1: Why my phone comes out with the following error message “This phone is bought from illegal channel, communication features are restrained, please contact the seller” or "You are using a region customized phone. Its communication function is restricted in current region. Please contact OPPO Customer Service for Support"? (Refer to screenshots below.)

    

A: We apologize for the inconvenience caused, this is a safety mechanism and not a quality defect for devices as it is customized for the specific country it was purchased.

Q2: What can I do to get my phone unlocked?
A: To get your phone unlocked, you can visit OPPO Service Centers in the region/country you are located now. You may check the service center information on support page at www.oppo.com.    Please present your proof of purchase/receipt, either hard copy or e-copy, and then our staff there will be pleased to assist you to resolve the issue.

Q3: I am located in xxxx (region/country name), and very far away from OPPO Service centers. I can't visit there as advised。
A: We can help escalate the case to local service center personnel, and then they will contact you to assist with the issue. Can you kindly please provide us with the e-copy of proof of purchase, the screenshot to show the lock, your address, name and local phone number?

Q4：If customer CANNOT provide the proof or purchase/receipt, neither hard copy nor e-copy.
A: Apologize for any inconvenience，In case the proof of purchase is not available, we suggest you to contact your reseller. 

Q5: I travel to a lot different countries. Do I need to go through this issue every time I travel abroad?
A: Such safety mechanism is only for new device. Once the phone is unlocked, please be assured that such issue won't happen on the device again.  And of course, any assistance you may require in the future, you can approach our Service Center or Hotline/Email.

Q6: In the future, what if I plan to buy a domestic phone and send to my friend overseas as a gift? 
A：There may be some functional differences in the customized models of the area. To optimize the user experience, It is recommended that you purchase from the user's region.