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pug_ster's profile



5 Messages

Thursday, March 7th, 2019 10:08 PM

Replacement Phone not paid off...



I brought an Moto Z2 force from Motorola and I was able to unlock the phone as a non-customer.  Unfortunately, the phone crapped out but I was able to get a warranty replacement from Motorola.  However, when I tried to unlock that phone using the IMEI #, it tells me that "Looks like you haven't paid off your device yet. Follow these steps to pay off your installment plan. Then, wait 48 hours before you submit a new request."   Motorola says that the replacement phone is refurbished but someone else's phone is not fully paid off.  Is it possible for you to allow me to unlock my phone?  Thank you.

Accepted Solution

Official Solution

Community Support


232.1K Messages

5 years ago

Hello, @pug_ster,


We'd love to help with this. As the replaced device came through Motorola, it should have came unlocked from any previous carrier. If it's locked to anyone, you'll need to contact Motorola for assistance.


Have a great weekend!


James, AT&T Community Specialist

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