Contributor
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2 Messages
Unable to unlock Motorola Z2 in Canada
Before leaving for Canada, I converted a monthly plan into a pay as you go.
To put a new SIM card in Canada, when I tried unlocking the phone by following instructions in:
https://www.att.com/esupport/article.html#!/wireless/KM1008728, I got an email
Your account hasn't been active for at least 60 days.
Device IMEI number: 353------
Request number: CUL714116429599
Please help as my work is getting delayed. Why is AT&T asking for unlocking even for international travel?
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.3K Messages
6 years ago
Hello@atandtsri,
Thank you so much for your patience in reaching me! I understand the concern with wanting to unlock the device to allow use with another carrier’s SIM card. I would be more than happy to help you with this!
All devices purchased from AT&T are locked to the network and can only be used with a specific SIM card. The option of unlocking the device from the network is available, if all the requirements have been met. You can click here to get more information on the unlock process and review the eligibility requirements. After all requirements are met, you can click here to submit a new request online.
I hope this helps and if you have any further questions or concerns, please feel free to contact us back!
Have a wonderful day!
Nicole, AT&T Community Specialist
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atandtsri
Contributor
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2 Messages
6 years ago
The only eligibility requirement that MAY NOT have been met is:
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AT&T PREPAIDSM (formerly GoPhone®) devices must have at least 6 months
of active service.
However, my SIM card was changed from a CONTRACT plan to a PREPAID phone
just couple of weeks back and was on contract for almost two years before.
Also, I'm in Canada now which is geographically a totally different market
from the US.
So, please check with your manager to provide an exemption to the
requirement and let me know how to unlock the phone.
Thank you.
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