AT&T Holiday Deals & Gifts - Don't miss these holiday deals on the latest devices!
Need help understanding your bill?
DavidSlavik149's profile

New Member

 • 

3 Messages

Fri, Apr 29, 2022 7:00 PM

My device is under fraud alert for trying to unlock my phone and I do not know how to remove it.

I want to switch carriers and so I went to unlock my phone, but it said my phone is under fraud alert and denied my request. How do I remove the fraud alert so I can unlock my phone and setup my new carrier? I have their sim card ready and waiting to go but AT&T won’t unlock my phone.

Accepted Solution

Official Solution

ATTHelp

Community Support

 • 

204.1K Messages

7 months ago

Hi DavidSlavik149, we're here to help get your device unlocked with the fraud alert.

 

If your device has been reported for fraud our AT&T Fraud Department can certainly look into this to determine the legitimacy. Please contact our Fraud Department and we can verify this for you.

 

Contact our Global Fraud Management team:

  • For wireless accounts, call 877.844.5584
  • For digital phone, internet, or U-verse TV accounts, call 888.471.4576

Your device would have to meet all the unlock eligibility requirements to be unlocked.

  • Is an 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. Learn how pay off your installment plan.
  • 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.

Let us know if this helps, and thank you for reaching out to the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

New Member

 • 

3 Messages

7 months ago

I also want to note that I am fully eligible for the phone unlock, but this fraud alert is the only thing preventing it.

ATTHelp

Community Support

 • 

204.1K Messages

7 months ago

Hello @DavidSlavik149, we're here to help get your device unlocked with fraud alert.

 

If your device has been reported for fraud our AT&T Fraud Department can certainly look into this to determine the legitimacy. Please contact our Fraud Department and we can verify this for you.

 

Contact our Global Fraud Management team:

  • For wireless accounts, call 877.844.5584
  • For digital phone, internet, or U-verse TV accounts, call 888.471.4576

Please let us know how this works out for you.

 

Ashley, AT&T Community Specialist 

New Member

 • 

3 Messages

7 months ago

I must not have done the prompts correctly because I ended up back at "just unlock your phone" for instruction. Even though trying to unlock my phone is what put it under fraud alert. I will try again tomorrow, but for now I will assume I need to figure out something outside of AT&T. Every twist and turn of something as simple as switching cell service has just been completely roadblocked and convoluted and AT&T keeps denying me or pointing me in random directions to fix things.

ATTHelp

Community Support

 • 

204.1K Messages

7 months ago

Hello @DavidSlavik149.

 

At this time your case can only be addressed by our AT&T Fraud Department that can certainly look into this to determine the legitimacy.

 

Thank you for reaching Community Forums!

 

Ashley, AT&T Community Specialist 

 

 

New Member

 • 

5 Messages

2 months ago

Truer words have never been spoken @DavidSlavik149!!!

I have been dealing with my AT&T Nightmare Extravaganza since June and no matter how simple or complex an issue is, it becomes a ridiculously time consuming, drawn out, want to rip my face off I'm so frustrated issue that not one time ends up getting resolved. Still have the same issues from June, have spent hours and hours( id estimate 30 hours plus & that's probably on the lower side) on the phone, on a chat, with tickets upon tickets getting escalated for days upon days turning into weeks with nothing to show for it. End up so frustrated(this is when I get to the "I want to rip my face off" point...which is definitely past the "I want to rip my hair out" phase), I say F*** I* and deal with unresolved issues until I can't "deal" any longer & restart the whole game again. Never hear the same thing from any of the reps I've dealt with! I've had some really great, knowledge reps who really try to the extent of their capabilities to find some sort of resolution for me but very few and far between. AT&T does not seem to care when their customers problems have to do with safety concerns such as in the event of power outage for 15hrs in 130° heat with generators on the fritz, so no wifi so no phone in an emergency situation just to name the most recent one(live in the middle of nowhere & only have wifi calling capabilities, very poor wifi calling btw where I'm lucky if the phone rings when a call comes in, just a VM notification...yes AT&T does work here, that's what most residents have so it's not a coverage issue)...So I feel your pain and wish that a company a large & worldwide as ATT gave a S*** & made sure to get customers the help they need to ensure reliable, functional service they expect...yeah I'll hold my breath!

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.