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Wed, Aug 5, 2020 6:33 PM

Trying to unlock a paid off phone but ATT system saying it has not been paid off


I have been trying to unlock my friends 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.


This is an iPhone 6s and he lent it to me so that I could send off my other phone to get fixed and still have one in the meantime. I am not an AT&T customer but the phone is 100% paid off.


What should I do to get my old phone unlocked?


Brand User

Community Support


133.3K Messages

2 months ago

Greetings @r1t0nd0!


We hate to hear you're having trouble with your unlock request. Let's get you on the right track!


Please know that the Device Unlock Eligibility requires the cellphone to complete all service commitments and installments to continue the unlock process. 


If the device still has a remaining unpaid balance, it would be best to contact your friend who's the original owner of the cellphone to submit a new unlock request on your behalf.


We hope this info helps, and thanks for reaching out to the community!


Dwight, AT&T Community Specialist 

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