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webbhilljordin's profile

New Member


1 Message

Friday, June 2nd, 2023 11:33 PM

Device Unlock App showing blank white screen

I'm trying to unlock my phone to use with a new carrier. My prepaid plan is not active, as of today, and my phone number has already been transferred. I submitted an unlock request, twice, and both times received a message that I must use the device unlock app. When I open the app, it displays a blank white screen. I'm able to navigate to Support Topics, but nothing else. I've tried clearing the cache, I've tried uninstalling and re-installing. I have tried calling technical support, the main customer service line, and the prepaid line, and each time I cannot get assistance.

Community Support


221.3K Messages

4 months ago

We understand the importance of getting your device unlocked, @webbhilljordin. We'll be happy to look into this together.

To start, we highly recommend you check out our device unlock requirements to make sure your device is eligible to be unlocked. Since you had a PREPAID account, this means you'll need to have had service for at least 6 consecutive months to be eligible. 

Please let us know if your device meets these requirements, so we can look into getting your device unlocked together in a DM.


Dylan, AT&T Community Specialist



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