The Samsung Galaxy S24
janicemhb2958's profile

New Member


1 Message

Friday, January 27th, 2023 2:05 AM

Unlock phone

When I try to summit my request it says information isn't what you have on file but it's all correct

Community Support


231.2K Messages

1 year ago

Hello @janicemhb2958, we are here to help you with your unlock.


We recommend looking over your account on myAT&T and be sure you are entering your information exactly how it appears on your account, then try to submit another device unlock request as a non-customer. 


You also want to make sure your device meets all device unlock requirements.

  • Is an AT&T device and is not active on another AT&T account.
  • Was paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.
  • Has a paid-off installment plan.
    • Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
    • Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. Learn how pay off your installment plan.
  • Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post. 
  • Hasn’t been reported as lost, stolen, or involved with fraud.
  • Is an AT&T PREPAID phone that has had paid service for at least six months.

If you are still getting that message, please feel free to reach back out to us.


Mellira, AT&T Community Specialist 

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