benmgoodrich's profile

Thu, Apr 25, 2019 4:00 AM

"Device restricted", need to "clear restrictions" with a password

I recently swapped phones, my new one being a pre-used model of a Samsung Galaxy S8 that I bought from the Boost Mobile website. Calling and texting work fine but every time I attempt to connect to the internet, the phone shows a "device restricted" screen, and I cannot connect. The "Device restricted" screen also says something about how Sprint still owns the phone, with an option to "clear restrictions" with a password. I went to Sprint to see if they could help, but they claimed Boost would be able to give me a password. I would like some help with this, because as far as I know only me and Boost have had this phone, not a third party, and I do not owe any outstanding balances on this phone.

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Accepted Solution

2 Messages

2 y ago

Sorry for the late response everyone, the issue was resolved several months ago. Unfortunately, the solution took much longer than expected since it meant having to get a completely new Galaxy 8 phone from Boost.


I called Boost, Sprint, Samsung, and everyone else just to see if I could get an unlock code, but no one was able to help me. Finally, after what was probably my sixth or seventh call with Boost, I was told they would send me a completely new, unlocked Samsung Galaxy 8 at no charge, which I received about a week later. I also returned the old locked phone to Boost at no charge.


The new unlocked phone works great, and there were no problems with setup or access. However, I am disappointed it took so long to get any answers on the solution. As far as I can tell, the problem was unsolvable by everyone I asked.


For other customers, please keep in mind that the "device restricted" screen may indicate the phone needs to be replaced. That was the only way I was able to be helped.

Boost Care


4.5K Messages

2 y ago

Oh no! Sorry to hear that, benmgoodrich. Definitely wanna look into that for you. Please send us a private message so we may work directly with you. 


You can send a private message by clicking on an agent's name, then selecting the message option from the profile page. 

17 Messages

2 y ago

wondering if this was ever resolved. . . having the same issue


2.8K Messages

2 y ago

Hi there, benmgoodrich. Thanks for contacting us. 


Please, send us a private message with the phone number and PIN to check the account.