New Member
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4 Messages
Help With Unlocking two iPhones
I have two iPhone 8 devices that I need unlocked. I have tried using the "Unlock your Phone or Device" portal several times with negative results.
The portal recognizes the IMEI for either device as valid.
However, the portal always returns the following error for both devices:
"We can't unlock this device for you because we didn't sell or activate it."
Both iPhones were purchased in the same transaction at Best Buy in Manhattan, KS, in either January or February of 2018 with AT&T service plans. They were both activated in-store at Best Buy on the date of purchase.
Both devices have since been fully paid off.
Both devices are *definitely* AT&T locked phones and always have been.
Are there known issues with unlocking iPhones that were sold through a 3rd party store like Best Buy?
Is there simply something on AT&T's side that needs a higher level technician to authorize unlocking these phones? Is it even possible that these phones need to be unlocked by some *other* carrier I don't even know about?
Tagging
@ATTMobilityCare
I don't see a normal person being able to solve this. Only AT&T big-timers.
formerlyknownas
ACE - Sage
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117.6K Messages
1 year ago
If neither phone is being used on AT&T now and hasn't been for some time the imei's were purged from the system and they no longer recognize them as carrier locked. If you are an existing customer with a newer phone, please call AT&T and ask for advanced Tech Support to help you. They will have to manually research the imei. If you were no longer AT&T customers file an FCC complaint and AT&T will call you
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ATTHelp
Community Support
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232.1K Messages
1 year ago
Hello @dalemulderrig, we are here to help you with your unlock.
Please make sure your device meets all our requirements and if the phones were purchased from third party you may need to contact them to unlock it.
Here are our general requirements for all unlock requests:
eBay & Non-AT&T Purchases
Before purchasing a device from a non-AT&T authorized dealer or sites like eBay, make sure the seller performs the unlock request. In some instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the device. If you purchase the device and it is NOT unlocked AT&T will not be able to unlock the device.
We recommend reviewing our article for more information on Device Unlock Help.
Let us know if this helps!
Mellira, AT&T Community Specialist
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dalemulderrig
New Member
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4 Messages
1 year ago
@ATTHelp
Both devices meet ALL of the requirements for unlocking.
- iPhones are designed for use with the AT&T network; these iPhones are both locked TO the AT&T network (see photo 3 in OP)
- these devices were purchased and activated in 2018 and have been on active AT&T plans since then, therefore they are NOT new, so no further waiting period can possibly apply
- *I* have never reported these devices as lost or stolen
- *I* have never used these devices to commit fraud
- both devices are fully paid off as of sometime in 2020; I own them, outright; AT&T has no material claim to these objects whatsoever
- to *my* knowledge, these devices are not active on any other AT&T accounts; I have no idea how I would verify this
- no early upgrade was ever performed; again, these are *my* devices, no one else's
- there are no past-due account balances associated with either of these devices
Item by item, I can prove that, to the very best of my knowledge, these devices are unlock eligible @ATTHelp
The burden of proof rests with AT&T to prove that they are NOT eligible because only AT&T can possibly have more information about the eligibility requirements than I do.
I can PM the IMEIs of both devices to an official AT&T account at any time if someone is willing to elevate this to a service request requiring a technician of sufficient rank and experience.
-Dale
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dalemulderrig
New Member
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4 Messages
1 year ago
@ATTHelp
Additionally: doctorSIM (for $4.95) has confirmed that at least one of the IMEIs is definitely an AT&T original locked phone.
Report (partially redacted) follows:
PROOF
Do not canned response me. Tell me why your portal won't let me unlock my phones.
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dwill05
ACE - Master
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10.6K Messages
1 year ago
The reason the portal won’t work is because the IMEI isn’t in the database that the phone looks at for unlocking. It’s as simple as that. How/why isn’t really relevant, because it isn’t there now. You will have to call them and get them to research the IMEI and manually process an unlock. Or you can submit a FCC complaint.
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ATTHelp
Community Support
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232.1K Messages
1 year ago
Hello @dalemulderrig, we are here to help you with your device unlock.
Let’s meet in a Direct Message to discuss your unlock request. 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!
Mellira, AT&T Community Specialist
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dalemulderrig
New Member
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4 Messages
1 year ago
Issue resolved and phones unlocked after providing phone numbers and IMEIs in direct message conversation with Mellira (AT&T Community Specialist). No idea what actually needed to be done or how it worked, but it did work.
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