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Entering unlock code

So it was approved to get my phone unlocked and they sent me a code for enter when I put in a different non AT&t SIM card so I did that and it doesn't come up anywhere for me to enter the code cuz it said it would automatically pop up for me to enter

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The info you gave us doesn't match our records

I buy a second hand surface duo, it was locked by att, when I submit a unlock request, it replied "The info you gave us doesn't match our records"

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