Unlocking device iPhone 5 returns error: We're sorry. We can't unlock this device.

Good morning @Dr.Who

Thank you for the post.

Has your device been replaced by either insurance or warranty exchange?

Kenneth, AT&T Community Specialist

Thank you @ATTHelp for responding to my question.

The phone was originally purchased at an Apple Store. They were able to migrate contact information from a old Motorola flip phone. The phone was subsidized by monthly payments to AT&T until it was paid off.
The battery was replaced at an Apple store under extended warranty that Apple provided when some batteries had less than expected life. I do not believe that the phone was replaced.

I tried unlocking from both Firefox and Safari on MacOS X, and Safari on the iPhone. I receive the same error message each time.

Is there some way that I can tell if the phone is unlocked already?

Hello @Dr.Who.

We’d be happy to investigate your unlock request. We’re sending you a private message (PM) to get your details. Please check your forums private messages by clicking the envelope in the top right section of this page, or click Forums Inbox. Locate the PM from ATTCares and reply to the message with the requested account details. Thanks for reaching out to us on Forums!

Dawn, AT&T Community Specialist

Hello there!

I am getting error message too!

Please let me know the next steps.

I owned the phone and is paid off.

Thank you

@EyephoneI

Call and ask for tech support.  If your IMEI isn’t recognized, it has to be found manually to process unlock.