Get the myAT&T app
kimaustinbrashe's profile

Contributor

 • 

1 Message

Saturday, March 23rd, 2019 9:41 PM

What does "We're sorry. We can't unlock this device." mean??

It's an older iPhone 5, my mom uses on my account.

Have the IME code, my account is paid in full & we own the phone. Filled out all the info correctly, and when I push submit. comes up with:

 We're sorry. We can't unlock this device.

ACE - Sage

 • 

116.1K Messages

5 years ago

Barring anything weird, it seems At&t has purged old phone records of phones not capable of VoLTE (the 5 is not).  Call and ask for tech support, they will need the IMEI and please provide anything else about the phone’s history.  

 

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.