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J

New Member

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1 Message

Mon, Oct 4, 2021 6:20 PM

Unlock my Samsung Galaxy Express Prime 3 - AT&T PREPAID

I bought my Samsung Galaxy J3 2018 Model No. SM-J337A in September 2018. I used it for a month with AT&T prepaid network and switched to H2O prepaid for a couple of months. I never used the phone again after that.

I now want to use the phone in another country and tried to unlock the phone by going to att.com/unlockdevice. After going through the process I received an email that said, "Before you can unlock this device, the owner must remove it from their account." Since it has been 3 years since I had a prepaid account with AT&T, customer service can no longer find my account but the phone is still connected to that old account.

How can I get my phone disconnected from my old account and unlocked? I still have the original order number when I ordered the phone online at att.com.

Thank you.

Accepted Solution

Official Solution

Constructive

Employee

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29.9K Messages

1 year ago

Prepaid phones must be used on AT&T for 6 months before they qualify for unlock. 

Accepted Solution

Official Solution

JefferMC

ACE - Expert

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30.2K Messages

1 year ago

^^ What Constructive said ^^.  AT&T will not unlock a prepaid phone until it has been active on a prepaid account for 6 months.  You've got at least 5 more months to go.

Constructive

Employee

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29.9K Messages

1 year ago

@JefferMC  I believe it starts over after the account gets disconnected before the 6 months. 

JefferMC

ACE - Expert

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30.2K Messages

1 year ago

Probably so.  That's why I said "at least" because I wasn't going to go look it up.

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