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ny_joseph's profile

New Member

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4 Messages

Fri, Jul 1, 2022 7:37 PM

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We can't unlock this device for you because we didn’t sell or activate it.

I bought an iPhone 12 while in the US. I asked the store if the phone is unlocked and they mentioned the iPhone is on US Reseller Flex Policy and that I should be able to use it with any carrier. So I inserted my AT&T SIM and activated the phone. It worked fine. But then I traveled out of the state and I tried to apply for an unlock of the device so I can use it in the other country. I applied on the AT&T website but then it keeps returning an error "We can't unlock this device for you because we didn’t sell or activate it." I really don't understand cos I did activate the phone on AT&T. Please help.

JefferMC

ACE - Expert

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29.3K Messages

1分前

That "AT&T SIM"?  Is that an "AT&T SIM" that you got from AT&T, or an MVNO's SIM that works on the AT&T Network?

dwill05

ACE - Master

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6.7K Messages

1分前

Never heard that phrasing of a denial before, but the way a phone sold through the US Reseller Flex Policy works is that the phone isn’t locked before you put a SIM in it, so that you can initially use any SIM in it.  But once you do, it carrier locks the phone to the first SIM you put in the phone.  That is how the software that Apple installs in that phone is set up to work.  If an AT&T SIM was the first SIM installed, the phone is then locked to AT&T, and you now must meet the AT&T requirements to be able to unlock it.  AT&T requires a minimum time of active service on the AT&T network, among other things, before the phone is eligible for unlocking.  Are those requirements met?

For example, if you used a prepaid AT&T SIM, the minimum requirement is 6 months of active service.

(edited)

New Member

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4 Messages

1分前

@JefferMC It's an AT&T SIM I got from AT&T

JefferMC

ACE - Expert

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29.3K Messages

1分前

That is more than a bit weird.

ATTHelp

Community Support

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195.7K Messages

1分前

We are here to help you with your iPhone 12 unlocked, @ny_joseph.

 

We want to show appreciation to our ACE's @JefferMC and @dwill05 for assisting and providing this great information.

 

We do understand how important it is to be able to have your new iPhone 12 unlocked, so you can use it in another country. Before we can do so, there are some requirements that must be met before submitting a device unlock request. As our ACE stated, your device is now carrier locked to our network.

 

Here is a list of our device unlock requirements:

  • Is an AT&T device and isn’t active on another AT&T account.
  • Was paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.
  • Has a paid-off installment plan.
    • Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
    • Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. 
  • Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post. 
  • Hasn’t been reported as lost, stolen, or involved with fraud.
  • Is an AT&T PREPAID phone that has had paid service for at least six months.

Once you have met the requirements, you will then be able to submit a new device unlock request.

 

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

 

Clarissa, AT&T Community Specialist 

 

New Member

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4 Messages

1分前

@ATTHelp Thanks for the response. I confirm that my device meet all of these requirements and I tried submitting an unlock request just now as advised but then I still get this error "

We can't unlock this device for you because we didn’t sell or activate it.
" Please help. This is getting out of hand

ACE - Sage

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98.6K Messages

1分前

New Member

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4 Messages

1分前

@formerlyknownas Thanks for your response. I used a service on eBay to check and confirm my phone is locked to AT&T. Below is the information I got:

Model Description: IPHONE 12 BLACK 64GB-USA
Model: iPhone 12 64GB Black [A2172] [iPhone13,2].
IMEI Number: 35xxxxxxxxxx
IMEI2 Number: 35xxxxxxxxxx
Serial Number: DX3GLGGP0DXP
Estimated Purchase Date: 2021-11-26
Activation Status: Activated
Warranty Status: Apple Limited Warranty
Coverage Start Date: 24-06-2022
Estimated Purchase Date: 24-06-2022
Telephone Technical Support: Active
Telephone Technical Support Expiration Date : 22-09-2022
Telephone Technical Support Expires in: 89 days
Repairs and Service Coverage: Active
Repairs and Service Expiration Date: 24-06-2023
Repairs and Service Expires in: 364 days
AppleCare Eligible: Yes
Valid Purchase Date: Yes
Registered Device: Yes
Replaced Device: No
Loaner Device: No
Purchase Country: United States
Demo Unit: No
Find My iPhone: OFF
Blacklist Status: Clean
Carrier: US AT&T Locked Activation Policy
Next Tether Policy: 23
Country: United States
Sim-Lock: Locked

(edited)

dwill05

ACE - Master

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6.7K Messages

1分前

As noted in the link above, you can check in the phone settings whether it’s carrier locked or not.  You don’t need some eBay service to tell you.

Speaking of that service, why does it have two estimated purchase dates, 11/26/21 and 6/24/22?  When and where did you buy the phone?  Did you install a prepaid AT&T SIM, or get postpaid account with AT&T?  Did you activate the SIM in the US and actually use it on AT&T’s network?

Most importantly does the phone meet all of the eligibility requirements for unlocking?  Specifically, the minimum time of active service?  

Regardless of the actual message, if the phone doesn’t meet the eligibility requirements, it won’t be unlocked, period.

ATTHelp

Community Support

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195.7K Messages

1分前

Hello @ny_joseph. Thanks for reaching out to us about your device unlock request. We would like to continue assisting you in private. Check the message icon in the upper right corner and reply.

 

In the meantime, check out this article about device unlock eligibility requirements.

 

Also, if a device is not purchased from AT&T or an authorized seller, there is no guarantee it can be unlocked. But we will work to help you get this resolved. 

 

We look forward to speaking with you in private!

 

TT, AT&T Community Specialist

New Member

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11 Messages

1分前

i have the same problem but i have alot of phone, 74 iphone 8 :facepalm: i bought them on ebay as unlocked phones but  all locked on at&t all phones are clean. but i cannot do anything. i can add some imei numbers

358708093861934

358711093725695

358708093128573

dwill05

ACE - Master

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6.7K Messages

1分前

@chipa , exactly what problem are you having?  Have you used the unlocking portal, and if so, what happened with the unlocking requests?  The AT&T unlocking portal is designed for individuals to unlock their personal phones.  AT&T doesn’t have anything to bulk unlock phones for a third party reseller.  You have to manually enter an unlocking request for each IMEI, go through the process for each phone, including confirming each request via email, and the phones have to be eligible for unlocking.  If they aren’t eligible, they won’t be unlocked, plain and simple.  Do you know the history of each phone, and are you sure they meet the eligibility requirements for unlocking?

If you bought all of these phones on eBay and the seller claimed they were unlocked, but they were actually locked, then the seller lied.  Get your money back via eBay.

ATTHelp

Community Support

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195.7K Messages

1分前

Hello chipa, let's get you pointed in the right direction to unlock your phones.

 

If a phone is purchased from a non-AT&T authorized dealer or sites like eBay, AT&T may be unable to unlock the device. Before purchasing the device, make sure the seller performs the unlock request.

 

In some instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the device.

 

You would want to make sure that the devices meet all unlock eligibility requirements before submitting the request.

 

Let us know if this helps, and thank you for reaching out to the AT&T Community Forums.

 

Jeff, AT&T Community Specialist 

New Member

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11 Messages

1分前

i cannot return phones back becouse am out of U.S . am traid  to unlock all this devices on https://www.att.com/deviceunlock/. but all of phones have same poblem. after request i got red messege We can't unlock this device for you because we didn’t sell or activate it. 

p.s  as i said all phones are clean. if any one interested can try to unlock one of this 3 one 

ATTHelp

Community Support

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195.7K Messages

1分前

We understand @chipa, about your Device Unlock request, so let's meet in a Direct Message which is the chat icon next to the bell icon in the upper right corner. 

 

In the meantime, if a phone is purchased from a non-AT&T authorized dealer or sites like eBay, AT&T may be unable to unlock the device. Before purchasing the device, make sure the seller performs the unlock request.

 

We look forward to chatting with you soon. Thank you for reaching out to the AT&T Community Forums.

 

Ashley, AT&T Community Specialist 

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