Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
The Samsung Galaxy S24
joem789's profile

New Member

 • 

7 Messages

Wednesday, March 15th, 2023 12:24 AM

The device you want to unlock is active on another AT&T account. The account owner needs to remove the device from their account first.

Ok. I bought a Motorola One 5G Ace back in 2021. Brand new as an AT&T Prepaid phone. I was supposed to be able to unlock after six months. So now I am trying. The device unlock website doesn't work using my phone number. So I tried using the IMEI number. I get as far as the message posted in the title above. And I see on the forums that this is a very bad problem for many people. I spoke with a Prepaid agent and eventually got a case number CM20230314_156072434 . And so far, I have heard nothing. Its amazing how the billing system always works perfectly. But not anything else.

ACE - Sage

 • 

117.6K Messages

1 year ago

If you try to unlocking the phone as a non-customer, and are still a customer, that confused the computer and it spit out the correct reply. The other account that the phone is being used on is of course your account.

If you are getting an incorrect reply from the unlocked portal as an existing customer, you may have to file an FCC complaint online. It's a free 2 minute form. The complaint is forwarded back to AT&t upper management and someone will contact you. I should warn you that particular phone was problematic. Motorola did not pair the IMEI with the correct unlock codes. You may have to eventually file a second FCC complaint to get the MCK code.

Community Support

 • 

232.2K Messages

1 year ago

Hello joem789, we're here to help with your unlock request.

 

We want to get you into a Direct Message to review further. Check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

Jeff, AT&T Community Specialist

New Member

 • 

7 Messages

1 year ago

Thanks very much for the insight. If I get the same runaround today, then I'll take action against AT&T if necessary. I received my phone directly from AT&T unused. And with a promise that I could unlock it after six months of service. They didn't say "if the code works".

(edited)

New Member

 • 

7 Messages

1 year ago

So far, I got a call from an AT&T agent, getting mu authorization to work on this problem. Shortly after, I get a text from "AT&T Free Msg" telling me "Unfortunately we are not able to unlock this device. Please contact the manufacturer." So AT&T is not only blowing me off through an anonymous text. But they are violating the agreement they made when they sent me the phone. This sounds ripe for litigation to me.

New Member

 • 

7 Messages

1 year ago

So here is Motorola's response to the issue:

"Thanks. According to our research, your phone model, XT2113-5 is locked with ATT, and unlocking the phone service needs to be done with the original carrier, as a manufacturer, we don't have the capability to unlock the phone."

So, both AT&T and Motorola are looking the other way. Blaming one another for this issue. Typical crooked companies. I'll definitely have to escalate this problem and get other people involved.

Thanks. According to our research, your phone model, XT2113-5 is locked with ATT, and unlocking the phone service needs to be done with the original carrier, as a manufacturer, we don't have the capability to unlock the phone. -Elle

New Member

 • 

7 Messages

1 year ago

Ok. I managed to unlock the phone myself. Amazingly, I stumbled onto the AT&T device unlock app already installed on my phone. All i had to do was click a button. Done. And not a single AT&T agent said a word to me about this app. I reckon customer service has become a DIY service! Coincidentally, a Motorola agent sent me a private message about this app the morning after I found it.

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.