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The Samsung Galaxy S24
VeryUnsatisfiedCustomer123's profile

3 Messages

Saturday, May 25th, 2024 3:34 AM

Can't Unlock Phone

I have an AT&T phone that was bought from an AT&T store in March 2022 when I paid for it in full. From what I've read, my phone should be eligible for unlocking, which is what it says on the App. But whenever I try to unlock it, it says they aren't able to do so. I had another phone under the same plan that was able to be unlocked without issue. I've been calling customer support over the past couple of days (this started Thursday May 23) about this and (after a less than helpful representative referred me to Apple for some reason), I was told they would try to escalate my case and can see the ticket being in progress on the App. However, it says the estimated completion date is June 3. Between taking over a week for what should be a simple procedure coupled with the poor service with the aforementioned Apple referral, I don't have much faith in the system. I'd like know if there's some way get my situation solved quicker. I've read a few similar posts on here from people with a similar problem where filing a complaint with the BBB was recommended; when would it be appropriate for me to try that?

Also, one of the representatives I spoke to said this was an technical issue and their system was malfunctioning, but just for some cases. If that's the case, how common is this problem and if this is such a prevalent issue, why isn't more priority given to fixing it?

Since writing this, I tried unlocking my device again, but through the web portal. I received an e-mail saying I have a prepaid device (I do not) and I need to use the AT&T device unlock App on my phone (not on my phone, and when I tried downloading it, it didn't work). (Edited per community guidelines)

Accepted Solution

ACE - Expert


13.2K Messages

22 days ago

Since it was sold as a  prepaid phone, AT&T requires it to be used on the PREPAID network for 6 months before it is eligible for unlocking. Using on postpaid does not count.

ACE - Sage


118.2K Messages

22 days ago

What is the brand and model of phone you are using? 

Is it still currently in use? 

Did you use it on prepaid or postpaid services? 

22 days ago

It's an AT&T Fusion 5G; currently in use; postpaid

ACE - Expert


23.9K Messages

22 days ago

That phone was sold as a prepaid device.  Did you use it for 6 months on Att prepaid?  Just because you use it on a postpaid account does not mean it eligible for unlocking.  It's a prepaid device so it's asking you to use the app it has installed to unlock

22 days ago

I never used it on prepaid. I continued my plan from my previous phone when I got it. What App?

Community Support


232.8K Messages

22 days ago

Hello @VeryUnsatisfiedCustomer123,


We hear you, and we would like to help you with device unlock. 


Please ensure that the device meets the below unlock requirements: 

  • AT&T phone or device
  • Not active on another AT&T account
  • You must wait 60 days from purchase date (Installment Plan pay off & Pay in Full).
  • Not reported as lost or stolen or involved with fraud.
  • Account is not past due if less than 30 days. 

You can submit a request a device unlock using the link:  https://www.att.com/deviceunlock/. Once you submit the request, we will review the details and help you further with unlocking the device. 


Hope this helps! Feel free to revert further assistance.  


Thank you for contacting AT&T Community & Forums,
Veronica, AT&T Community Specialist

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