The Samsung Galaxy Z Flip4
MotoQ123's profile

New Member

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2 Messages

Tuesday, August 2nd, 2022 1:37 PM

Unable to unlock mobile phone due to an outstanding balance that I apparently don't have

A few weeks ago I canceled my mobile phone account with AT&T because I've moved out of the US. I paid an outstanding balance (of $0.04) last week, and the AT&T site now shows that I've canceled the account and that I owe nothing. I'm trying to unlock my old phone, but I'm repeatedly told that my unlock request was not approved because I have a past due balance on my account. If I follow the link in the rejection e-mail, I get taken to an AT&T page which says: "This account is canceled. No further payments are needed." Would anyone have suggestions as to what I need to do to unlock my phone?

Accepted Solution

Official Solution

ATTHelp

Community Support

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207.2K Messages

6 months ago

Hi MotoQ123, we are here to help with your device unlock inquiry!

 

What our ACE sandblaster stated is true, you may need to wait for up to 2 weeks for the system to register your payment and submit another request. We also invite you to check out our device unlock requirements before unlocking your phone. 

 

If you are still unable to unlock your device, please visit us again on the AT&T Community Forums and we'll step in and take a closer look. 

 

Thank you for visiting the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist 

sandblaster

ACE - Expert

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62K Messages

6 months ago

You probably just need to wait a couple weeks and submit your unlock request again. It often takes 1-2 weeks for the unlock portal to get updated from the billing system. 

New Member

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2 Messages

6 months ago

Thanks! I'll try again in a few weeks.

New Member

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5 Messages

2 months ago

I've had the same problem. I have a phone that was given to me.. The phone is paid off and the previous owners account is in good standing with no outstanding balances. We looked together at the acct. This was about 8months ago that we looked, and I just tried again to unlock the phone. It still says unpaid balance, unlock request denied. How can it be unlocked when att can't clear the phone from some balance that can't be verified?

Constructive

Employee

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30.4K Messages

2 months ago

Have the person that you got it from unless cj it. Only the original owner can pay it off and based on previous posts they lie when they say they pay it off. 

New Member

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5 Messages

2 months ago

This is not someone who lied. We logged into the acct together and checked everywhere. I agree it'll probably require the previous owner battling with att customer service, because it couldn't be done thru their acct online.

Constructive

Employee

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30.4K Messages

2 months ago

So it was given to you by a friend who got it from someone else? 

New Member

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5 Messages

2 months ago

no, it was given to me by the original owner. We looked at his acct online together and there is nothing to indicate there is any unpaid balance. He still has the same at&t acct active with a new phone. thx for your interest.

(edited)

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