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The Samsung Galaxy S23
BayAreaBiker's profile

Contributor

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3 Messages

Wednesday, June 1st, 2016 7:03 AM

Samsung S4 unlocking issue

I had purchased Samsung S4 from ATT in 2013 and got it unlocked almost immediately. I have been using it ever since on ATT and once out of US when on an overseas trip. Then, ATT pushed Android upgrade sometime in 2015 and the phone got locked again. I didn't realize it until couple of days ago when I again traveled internationally.

 

I contacted ATT through att.com/deviceunlock to have it unlocked, however, my request got denied stating that the device is not on their network for past 6 months. That is untrue. I had my account refilled (prepaid service) in end of April 2016 without any breaks in service in between. There is no way to contact ATT through the website or e-mail to clarify and point out their obvious mistake.

 

Could someone please help me out of this conundrum. I would sincerely appriciate it.

Community Support

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15.2K Messages

7 years ago

Hi @BayAreaBiker

 

Thank you for posting your question to AT&T Community Forums! We apologize that you are having troubles with the device unlock. We want to make sure that we get this resolved for you as soon as possible!

 

Was the device used on a postpaid account before changing to the prepaid? Did you have the device under contract before?

 

There are a few of general requirements for all unlock requests.

  • The device must be designed for use on, and locked to, the AT&T wireless network.
  • It must not be reported lost or stolen.
  • It’s not associated with fraudulent activity.
  • All the device’s service commitments and installment plans are completed, and all early termination fees are paid in full.
  • The device is not currently active on a different AT&T customer’s account.
  • If you performed an early upgrade, you must wait the 14-day buyer’s remorse period before you can request to unlock your previous device.
  • If the device was activated with a service commitment or installment plan, your account must be active for at least 60 days, with no past due or unpaid balance.
  • If you have a GoPhone prepaid account, the device must be active for at least six months of paid service.
  • If you are a Non-AT&T mobility customer, you’ve must never have had an AT&T wireless account and you must meet the General Requirements for unlock requests.

 

Since the device has been in use for the past 3 years and you mentioned that it was previously unlocked, please send us a private message. Within the message, please include your full name and phone number along with the IMEI number for that device you are needing unlocked. We can get back to you at your earliest convenience.

 

For additional support, you can also access the Contact Us website and get account support.

 

Thank you for choosing AT&T for your wireless services!

 

Tim, Community Specialist

Contributor

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3 Messages

7 years ago

Thanks for your response, Tim.

 

The phone was purchased new from ATT in May/June of 2013 and has been on ATT network with me ever since on GoPhone plan. I learend that the system has my wife's phone's IMEI associated with my account. I bought an S5 last year and tested it using my ATT SIM before gifiting it to her but not sure why it would remain registered for so long.

 

My wife helped contact ATT Customer Service and they generated an unlock pin. Unfortuantely, it didn't work. I tried 4 times but stopped as I understand that if it fails 5th time, the device would be locked to the ATT network forever.

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