Troubleshoot your device issues
alexrios2001's profile

Contributor

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17 Messages

Monday, November 28th, 2022 5:55 PM

Your phone is not longer active on an AT&T account

I submit an unlocking request as a non-at&t customer and after entering forums I get a message saying:

Your request was denied because phone is not longer active on an AT&T account. Re-submit your request and select 'no' to the "Are you an AT&T Wireless Customer question".

There seems to be a problem with the unlocking portal as the phone meets all requirements!

Please I want the portal Fixed!

Please DM me.

I am not an US resident! I do not have an AT&T account!

ATTHelp

Community Support

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207.2K Messages

2 months ago

Hello alexrios2001, we're here to help you with your unlock request.

Let's meet in a Direct Message to discuss your trade in credits. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the forums).

Looking forward to speaking with you soon.

Carlton, AT&T Community Specialist

New Member

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1 Message

2 months ago

I have the same problem, could you help me with the unlocking.

ATTHelp

Community Support

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207.2K Messages

2 months ago

We are here to help you unlock your device, @nintaitrading.

 

We do understand how important it is to be able to unlock your device. 

 

Prior to submitting a device unlock request, you want to make sure your device meets all device unlock requirements.

 

Here is 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.

Also, please let us know where you purchased the device from. This will help us with our next steps. 

We look forward to your response. 

 

Clarissa, AT&T Community Specialist 

Contributor

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17 Messages

2 months ago

These are 2nd hand devices that I want to unlock so I can use them on another network. I used to unlock them directly from AT&T after the 2G sunset. The request must be approved as the phone meets all requirements. If it doesn't meet all requirements, I just get an email about it. When I try to get an agent, It asks me to sign in an at&t account which I do not have as I am not a US resident!

(edited)

ATTHelp

Community Support

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207.2K Messages

2 months ago

Hello, @alexrios2001.  Thanks for providning that information about the devices you are wanting to unlock.

 

Since these are devices you got 2nd hand, you would need to reach out to the original owner. They need to be the ones to unlock the device. This is a risk that is taken with 2nd hand devices, or devices not purchased from an authorized dealer or AT&T Store.

 

Thanks for using AT&T Community Forums.

 

TT, AT&T Community Specialist

Contributor

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17 Messages

2 months ago

The owner bought it from an AT&T store and after some time they no longer have an AT&T account. I never had this problem before as I've been using the portal since 2017 after the 2G sunset. It's just the portal that needs fixing as when I request the unlock as a Non-AT&T Customer, I keep getting that message

(edited)

New Member

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1 Message

2 months ago

Hello @ATTHelp  I have the same problem, I buy a new phone for ebay and I want to unlock the IMEI for other carriers,  even if i select "not"  to the messege  of ¨Re-submit your request and select 'no' to the "Are you an AT&T Wireless Customer question"  keep appering,  could you help me with the unlocking please.

Contributor

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17 Messages

2 months ago

@JosueGarcia2210 There seems to be a problem with the unlocking portal website

ATTHelp

Community Support

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207.2K Messages

2 months ago

Hi there @JosueGarcia2210, we're here to assist with your device unlock request.

 

Let's meet in a Direct Message as the portal is under construction, locate the chat icon next to the bell in the upper right-hand corner of the forums page.

 

In the meantime, before purchasing a device from a non-AT&T authorized dealer or sites like eBay, 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. If you purchase the device, and it is NOT unlocked AT&T will not be able to unlock the device.

 

Some general requirements for AT&T unlock:

  • The device is not currently active on a different AT&T customer’s account.
  • If you performed an early upgrade, you must wait the 14-day buyer’s remorse period before you can request to unlock your previous device.
  • Visit our Unlock Support page for the full requirement list

We look forward to chatting with you soon.

 

Ashley, AT&T Community Specialist 

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