For the mom who gives us everything - Mother's Day gifts that connects us.
The Samsung Galaxy S24
Scottyeemberton's profile

New Member

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3 Messages

Tuesday, February 28th, 2023 3:27 AM

Unlock criteria met

Where can I go to get my device unlocked? All criteria has been met but it says it's still active on my account. 

Accepted Solution

Official Solution

ACE - Professor

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3K Messages

1 year ago

Link below to request unlocking of device. 

https://www.att.com/deviceunlock/

Community Support

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231.4K Messages

1 year ago

Hello, @Scottyeemberton. Thanks for reaching out to us with your concerns about unlocking your device. We want to help!

 

We have a few questions to get started:

  1. Are you the owner of the account this device is active on? This will help us decide if you will be able to unlock the device.
  2. Have you tried to submit another device unlock request? If you are the account owner, it is worth it to submit another request to make sure you receive the same message
  3. Was this device purchased from AT&T? This will also help us determine if this device can be unlocked.

We look forward to hearing back from you!

 

TT, AT&T Community Specialist

New Member

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3 Messages

1 year ago

My uncle is the owner of the account and he bought the phone from at&t. He is submitting another request now. 

Community Support

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231.4K Messages

1 year ago

Thanks for sharing this information for us, @Scottyeemberton.

 

We have a few more questions for you, based on the answers you just gave us: 

  1. Are you an authenticated user on your uncle's account? If not, then you'll need to have your uncle reach out on your behalf, so we can work with him to get your phone unlocked. 
  2. What's the exact denial reason that you previously got when trying to unlock your device? We understand you've mentioned it was because the device was active, but did the error say the device was active on another account, or was it because there was an active installment plan? This information will help us find what criteria needs to be double checked. 

Please answer these questions, and share the results of your uncle's current attempt at using the unlock portal. We'll be able to research the cause of this together, if needed.

Dylan, AT&T Community Specialist

New Member

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3 Messages

1 year ago

Saying that it is still active on someone's account. My uncle looked into it and he's not really into the whole situation so he's already given up on it. IDK why it's still active on any account because it is not a 5G phone or anything over 3G as far as what AT&T told him so he had to get a new phone and he's upset about that whole ordeal. However the phone not being a phone that works on the new network as of last Jan or Feb 2022 I think I don't know why it's on there still.

ACE - Expert

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13.1K Messages

1 year ago

If it is a 3g phone, it will not be unlocked as they have been purged from the AT&T system and are no longer usable in the US. What phone model is it?

Since it is no longer used on an account, was the unlock applied for as a non-customer?

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