Tutor
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6 Messages
Trying to unlock a paid off phone but ATT system saying it has not been paid off
Hi,
I have been trying to unlock my previous phone through AT&T unlock device online but it keeps telling me that I have to pay off the device first. Error message: "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.
I have paid off the device on September 25, 2017 and upgraded to a new phone already. I have been trying to unlock my IPhone ever since. I also used the chat support 7 days ago and the agent told me that I should wait 72 hrs for unlock. I received a text message 4 days ago from AT&T customer care and the message says "We cannot complete your request for one of the following reasons: You have not completed all the payments for your device according to your AT&T Next service agreement." Case # CM20171123_129149503
What should I do to get my old phone unlocked?
Accepted Solution
Official Solution
formerlyknownas
ACE - Sage
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105.6K Messages
4 years ago
@cfrank0128
If the request was approved already, the phone is unlocked. It won’t work on Sprint if it’s an AT&T version as it’s a GSM only phone.
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kdfederer
ACE - Expert
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12.8K Messages
5 years ago
Send a private message to @ATTMobilityCare with your account and contact information and concern. If anyone can help, they can.
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formerlyknownas
ACE - Sage
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105.6K Messages
5 years ago
Are you unlocking as a non customer? If the phone is not used on your line, but you request as a customer, with your account and phone number it is seeing you have a Next installment on your line.
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rodimirv
Tutor
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6 Messages
5 years ago
I am unlocking as a non-customer and still says that I have not paid off the device
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rodimirv
Tutor
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6 Messages
5 years ago
Hi,
Thank you. How long does it usually take to get a reply from them? I sent a private message to them already 3 days ago
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formerlyknownas
ACE - Sage
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105.6K Messages
5 years ago
Snails are faster, but have less to do. The response may take a week.
You could try calling and ask for advanced tech support. They can often process the unlock right away. This shouldn’t require a “case”.
Last ditch, is provide proof of pay off to the FCC with copies of denial. That usually wakes ATT up.
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ATTHelp
Community Support
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210.8K Messages
5 years ago
Hello @rodimirv,
Receiving an error while requesting a device unlock can be problematic, especially if you realize the device is actually paid off! I’m glad you reached out to us. We can look further into this!
I noticed you did private message us. I will provide the details to your concern via the private message.
Please look forward to my response in your inbox!
Adam, AT&T Community Specialist
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rodimirv
Tutor
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6 Messages
5 years ago
This issue has been resolved. Thanks Adam for the help!
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ATTHelp
Community Support
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210.8K Messages
5 years ago
Hello @rodimirv,
It is great to hear this has been resolved! Your time and patience is greatly appreciated! We are always here if you need us, please feel free to reach back out if you have any other questions or concerns!
Have an amazing rest of your day!
Adam, AT&T Community Specialist
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dec2017tm
Tutor
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3 Messages
5 years ago
I am having the same problem where do I get help on this ???
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