AT&T Community Forums

network unlock request denied

I submitted an unlock request for a Samsung A12 I bought for my son and paid off early, and got the following response:

We can't complete your unlock request right now.

Use the device unlock app

Your AT&T PREPAIDSM phone comes with a device unlock app on it. Please use this app to make your request.

Except....It isn't a Prepaid phone. The line that it was on was not a prepaid line. It was one of 7 regular lines. I did an accelerated payoff to end service because I found out my son bought an iThing on Walmart's service.

I want to unlock it and there is no device unlock app on it.

What gives?

Thanks in advance,

Michael

Responses

Accepted Solution

Official Solution

ATTHelp

Community Support

•

215.4K Messages

1 year ago

Hey @miztrniceguy, let's check on your unlock request together.

Based on the information provided, we'd like to carry this over in a DM. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

In the meantime, review our Device Unlock requirements:

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.
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.

We'll chat soon!

Sydne, AT&T Community Specialist

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