For users in the US...
If it's a T-Mobile phone call 611 from the phone have your IMEI written down so you can verify it with the customer service operator and request an unlock.
They may unlock it if you have been an account holder in good standing for 40 days or longer.
If it's a AT&T branded phone you can request an unlock.
More information is here if you're a US user:
https://www.att.com/deviceunlock/#/
Good luck please consider joining WC as a member for more help.