Prepaid Samsung A14 5G has been paid in full. Cannot unlock from AT&T

We're here to help get your device unlocked @ averod.

If you haven’t tried, please submit your request using our Device Unlock Portal and your device must meet our Eligibility Requirements.

• Is an AT&T phone or device and isn’t active on another AT&T account.
• Hasn’t been reported as lost, stolen, or involved with fraud.
• Is an AT&T PREPAID^SM phone that has had paid service for at least six months.

Once completed. check your email (including spam or junk folders) or text messages for updates and instructions. If you don't have a wireless phone account, you have to select Confirm request on the email we send you.

We hope this helps! Thank you for contacting AT&T Community Forums.

Antony, AT&T Community Specialist

Antony, that is the exact process that I followed and I get a response that says to use the unlock app on the phone. There is NO unlock app on the phone. That is my problem.

We're here to help get your device unlocked @ averod.

Please follow the above steps to unlock the device. We do not require an app to unlock the device, you can use the link http://sm.att.com/ccf82d43 or login to MyAT&T account.

Thanks for reaching out to AT&T Community Forums!
Antony, AT&T Community Specialist

Here's what I received:

If you're encountering issues with unlocking your phone and there is no unlock app on the device @ averod

Here's what you can do to resolve the situation:

1. Contact Our Customer Support Again: Reach out to our customer support one more time and explain that you were directed to use an unlock app on your phone, but there isn't one available. Ask them to provide alternative instructions or assistance in unlocking your device.
2. Check the Phone Manufacturer's Website: Sometimes, certain phone models have specific unlock procedures or tools provided by the manufacturer. Visit the official website of your phone's manufacturer and look for information on unlocking your device.
3. Review our Unlocking Policy: Familiarize yourself with our official unlocking policy, which can often be found on our website. Ensure that your device meets all the eligibility criteria for unlocking.
4. Visit an AT&T Store: If the issue persists, consider visiting an AT&T retail store in person. Our staff at the store may be able to assist you with unlocking your device or provide you with more detailed instructions.
5. IMEI Check: Check your device's IMEI number. You can usually find this in the phone's settings or by dialing *#06# on the phone's keypad. Make sure the IMEI is correct and matches what AT&T has on record. An incorrect IMEI can cause issues with unlocking.
6. Double-Check for an Unlock App: While it's unusual for AT&T to use an unlock app for all devices, double-check your phone's apps to ensure that you haven't overlooked any such app. Sometimes, these apps may be labeled differently or located in less obvious places.

Thanks for contacting our AT&T Community!
Antony, AT&T Community Specialist

May I have a customer support phone number or email? I went to an AT&T store and the employee was stumped. He gave me an 800 number that was not AT&T support

Let's work together to help you the details, @ averod

We would love to provide you with more information.

Please contact customer service team at (800) 331-0500 to make the necessary changes.

Let us know if you have any questions.

AntonyG,

You did use the phone on ATT for 6 months right?

yes.