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HadK's profile

New Member

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3 Messages

Thursday, March 3rd, 2022 6:52 PM

Unlock my phone

I bought in full an AT&T phone and I used to have an AT&T number. In myAT&T account, I had the number and the phone. Now, my AT&T number is gone and I no longer have it. I still have the phone and when I try to unlock it using AT&T unlock tool, I get asked for the passcode and the phone number. I enter my old AT&T number and the passcode that I had but I fail to unlock it. I tried unlocking using the IMEI number, but also I can't because I get the reason that the phone is currently active on someone else's account! But it's my phone and I bought it in full, and I can't find it listed in myAT&T account in order to continue the unlocking process!. Any help is really appreciated.

Thank you. 

Accepted Solution

Official Solution

Community Support

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232.8K Messages

2 years ago

Hi HadK we're here to help answer your questions about your unlock device request.

 

Your account must be active for at least 60 days, with no past due or unpaid balance to meet the unlock requirements.

 

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.

 

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

 

Jeff, AT&T Community Specialist

 

Community Support

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232.8K Messages

2 years ago

Hello @HadK, we'd love to help with unlocking your AT&T device.

 

First, please provide us with the make and model of your device and confirm that you've met the eligibility requirements for unlocking your device:

  • Your device is an AT&T phone or 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. Learn how pay off your installment plan.
  • 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.

Also, be sure to let us know how long your AT&T account has been inactive so that we're able to further investigate your concerns and provide you with a resolution.

 

Thanks for reaching out to the AT&T Community.

 

Lynn, AT&T Community Specialist

New Member

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3 Messages

2 years ago

Hi Lynn, thank you for your response. I bought the phone in full on the 18th of January 2019. The phone is Samsung S9+. My phone was on an AT&T number that got canceled around 10 days after I bought the phone (i.e. around the 27th of January, 2019). After canceling the AT&T number, I used an H2O Wireless phone number which worked on the phone without the need to unlock (I guess because H2O Wireless uses AT&T infrastructure). My H2O Wireless account doesn't list the phone to be related or connected to the H2O Wireless phone number whatsoever. The phone is clean and hasn't been reported lost or stolen. If needed, please let me know how and where to send you the phone info and the AT&T phone number that I used to have.

Former Employee

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32.9K Messages

2 years ago

if you only had service for 10 days then you didnt meet the requirements 

New Member

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3 Messages

2 years ago

@Constructive why not?! The second point of @ATTHelp's response is:

  • Was paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.

I bought it in full without an installment plan, hence, I don't have to wait 60 days to unlock it!

Former Employee

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32.9K Messages

2 years ago

this is from the website of requirements to unlock

UNLOCK REQUIREMENTS

  • Your service must be active for at least 60 days with no past due or unpaid balance.
  • AT&T PREPAID (formerly GoPhone®) devices must have at least 6 months of active service.
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