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New Member

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2 Messages

Tuesday, January 4th, 2022 11:19 AM

Closed

Unlocking Iphone that is not fully paid off yet (I'm not the original owner)

Hello,

I bought a Iphone XS MAX a while ago on Facebook Marketplace, and that is carrier lock with AT&T, so far I didn't needed it to be unlock but now that I moved to France I would like to be able to use my phone.

When going on the unlock page of AT&T it give me this message

"Looks like you haven't paid off your device yet. Follow these steps to pay off your installment plan. Then, wait 48 hours before you submit a new request."  

The problem is that I can't contact the previous owner and even if I do, I seriously doubt that he will finish paying it, also I could pay it myself but I need the credentials of the former owner that bought the phone from AT&T.

So, what can I do, what documents or proof do you need ? And how could we solve that issue ?

I try messaging you on Facebook, Tweeter and try to find an email address but it seems that you keep it well hidden, and no I can't call the customer service landline because I am living in Paris, FRANCE.

Thank you for your time and help,

Looking forward to read from you asap,

Dilan

Accepted Solution

Official Solution

ACE - Expert

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64.6K Messages

2 years ago

No, they won’t unlock the phone until it is paid off and you can’t pay it off. Even if ATTHelp does respond, that’s the only answer you will get.

ACE - Expert

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33.2K Messages

2 years ago

AT&T does not do support via e-mail, so there is no hidden address, there's not one.

You have a great case of caveat emptor.  Buying a phone on the used marketplace is fraught with peril.  Only the original owner can pay off a device.  You have purchased an expensive lesson in used mobile phone buying.

New Member

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2 Messages

2 years ago

The phone is not new, it have a couple of years now and I'm sure AT&T can do something and unlock the device, they just need to answer me and we'll find a solution.

ACE - Expert

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26.1K Messages

2 years ago

@formerlyknownas. What can you add?

(edited)

ACE - Expert

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33.2K Messages

2 years ago

The phone is not new, it have a couple of years now and I'm sure AT&T can do something and unlock the device, they just need to answer me and we'll find a solution.

Of course the phone is not new; if it had been, you wouldn't be in this situation.  Write it off, get another phone.

ACE - Sage

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111K Messages

2 years ago

@skeeterintexas  nothing that wasnt covered already

(edited)

ACE - Expert

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26.1K Messages

2 years ago

How many ways does the information have to be presented before it is accepted as fact?

ACE - Expert

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30.7K Messages

2 years ago

The original owner must pay off the phone. Until they do, you are stuck. AT&T does not unlock a phone that a customer hasn't finished paying for.

ACE - Sage

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111K Messages

2 years ago

@skeeterintexas

Well, we haven't seen the, "there must be a way for 2ndhand buyers to check" or "At&t is responsible..." Somehow, they always are.

   

There are ways not to get ripped off buying used:

Swappa, all phones must be paid off, advertised accurately, unlocked or unlockable.  

Apple refurbished.  Come with limited warranty. 

Community Support

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221.3K Messages

2 years ago

Hi there Dilan! Let's address your device unlock inquiry!

 

We appreciate all the information provided, as all of our ACE members stated, the reseller should reach out to us to pay off the device and also request us to unlock the device. For other inquiries while outside the country, please call +1.314.925.6925 (free from device) or chat http://sm.att.com/fdd6c39d with our International Team to better serve you while outside the country.

 

We hope this helps! Thank you for reaching out to the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist 

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