We can't unlock this device because it hasn't been active for at least six months of paid service.

Check your payment history.   

The phone must have continuous service for 6 month to be eligible 

Thanks.

1) I'm using an MVNO service which uses at&t, does that count for the 6 months of use?

2) Let's say I have used it for 5 month, but since I have cancelled my service already, do I need another 6 months of continuous use or just 1 additional month?

Has to be at&t. Not another company

This is not really true. I am getting same message "We can't unlock this device because it hasn't been active for at least six months of paid service."  My device is activated 6 month ago.  I have international trip on 29Mar2019.  

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@sileixu wrote:

Thanks.

1) I'm using an MVNO service which uses at&t, does that count for the 6 months of use?

If you bought an AT&T phone and it worked on an MVNO, it may be denied.  Won’t know as it hasn’t been asked before.  

2) Let's say I have used it for 5 month, but since I have cancelled my service already, do I need another 6 months of continuous use or just 1 additional month?    Yes, the clock restarts if there is a gap in service.  

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@ravindran.mani wrote:

This is not really true. I am getting same message "We can't unlock this device because it hasn't been active for at least six months of paid service."  My device is activated 6 month ago.  I have international trip on 29Mar2019.  

 

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The computer has its accounting which requires 6 continuous paid and completed months.  You can call tech support to see why the computer and you don’t agree.