My phone is locked, but my device is not part of an AT&T plan or account
I recently wanted to switch plans to another carrier because I wanted to get off my family's plan. I ported my number over to the other carrier using the transfer pin and account number, but I can't use the other carriers sim, due to device being locked. I tried using AT&T's online unlock, but it says the phone needs to be removed from the AT&T account. When we go to look at the account devices, my phone is not showing up. How do I remove a device from the AT&T account if the device is NOT there?
If anyone would kindly help me, I would greatly appreciate! I've had no cell-service on my phone because of this issue for almost a week now!