New Member
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2 Messages
Unlocking Failure; "The Info You Gave Us Doesn't Match Our Records"
Hello,
So, I recently purchased an at&t branded phone. I went to the at&t website and requested an unlock code (as a non-customer). After a few minutes I went to check the status with my IMEI and request number and behold, "Your Info Doesn't Match Our Records... Please Review Your Information and Submit Another Request.. "
I am confused, because I am a non-subscriber, so I don't know what information would be incorrect. I read on this forum a post that mentioned new phones never used might have to be unlocked manually since they're not in the system.
Hopefully I can get to a solution soon, as I will be stuck without internet soon if I cannot get the phone to work on data.
formerlyknownas
ACE - Sage
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117.7K Messages
1 year ago
If you purchased a brand new AT&T phone that has not been used, it also is not eligible to be unlocked. AT&T phones have a minimum service requirement. If you did not want to use AT&T you should have purchased an unlocked phone.
https://www.att.com/support/article/wireless/KM1262649/
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ATTHelp
Community Support
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232.3K Messages
1 year ago
Good morning @wswspeedy , it's important to us that your activation is completed promptly, and we're here to help!
@formerlyknownas is correct that there is a minimum time period before the phone can be unlocked.
All AT&T devices are locked by the OEM. If you paid the full retail price, you may request an unlock 60 days after the purchase date. AT&T can send you unlock instructions upon request, provided that we can reasonably obtain them from the manufacturer and that you meet the unlock requirements in the link @formerlyknownas provided.
Please let us know if this helps so we can assist further if needed!
Joseph, AT&T Community Specialist
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wswspeedy
New Member
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2 Messages
1 year ago
Hello, thank you for the answers.
The phone I purchased is an LG phone. It was purchased from at&t over 60 days ago. I hope this information helps.
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kevink
ACE - Scholar
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991 Messages
1 year ago
@wswspeedy was it sold as an ATT Prepaid phone? If so, it has to be used on ATT Prepaid for 6 months to be unlocked.
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ATTHelp
Community Support
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232.3K Messages
1 year ago
Thanks, @wswspeedy. Let’s meet in a Direct Message to discuss what's happening with your phone. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to speaking with you!
Joseph, AT&T Community Specialist
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goatgang3
2 Messages
9 months ago
@ATTHelp I got the same problem, mind helping me out? I tried unlocking option with IMEI and request number, then received 'The info you gave us doesn't match our records' message.
(edited)
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
9 months ago
Did you use the phone on ATT for 60 days if its not prepaid or 6 months if its prepaid?
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alexrios2001
Contributor
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35 Messages
9 months ago
@wswspeedy @ATTHelp Same Here! Tried unlocking Samsung SGH-A727 but got the same message as you on photo! @goatgang3 What's yours? AT&T unlocking portal is absolutely messed up!
(edited)
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
9 months ago
@alexrios2001
That phone is from 2007 is 3G and my guess is that ATT no longer has the records to unlock the phone.
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alexrios2001
Contributor
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35 Messages
9 months ago
@GLIMMERMAN76 If AT&T doesn't have unlock code they have to contact the manufacturer. They're still on Samsung USA database as I had to spend 30 bucks to unlock a Samsung SGH-A107! Doesn't matter if it's 2G/3G, Ive been unlocking these via the portal since March 2017(after 2G sunset) without any issue. AT&T official unlocking requirements do not mention any network compatibility/VoLTE.
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