3 Messages
the device you want to unlock is active on another at&t account. the account owner needs to remove the device from their account first. for
Bought a iphone 11 here in uae, turns out its sim locked and couldent contact the seller. if u try to unlock it via att unlock program it says "the device you want to unlock is active on another at&t account. the account owner needs to remove the device from their account first. for assistance, call 800.331.0500." pls somebody help.
Accepted Solution
JefferMC
ACE - Expert
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35.6K Messages
19 days ago
No. The account that the phone is on is not yours. AT&T will not communicate with you regarding an account that you do not own. There is nothing you can do to make that phone usable other than get the owner of the account the phone is on to clear up any issues with it.
Please take this as an expensive lesson on the dangers of buying a phone on the secondary market... always use a payment method that can be revoked when the phone is carrier locked or blacklisted (or just doesn't work).
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JefferMC
ACE - Expert
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35.6K Messages
19 days ago
Return the phone to the seller or dispute the charge if you used a payment method that allows for that.
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Jason1110
3 Messages
19 days ago
I can’t return it. The seller blocked me and ghosted me eberywhere and it was with cash so I can’t do anything.. is there anyway I can unlock it?
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ATTHelp
Community Support
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232.3K Messages
19 days ago
Hello @Jason1110,
We hear you, and we would like to shed some light on this.
1.To unlock the device, the device should not have any pending installments.
2. Since the device was purchased from reseller, the reseller have to submit the request.
3. They can submit a request online on our ATT website.
We are afraid that for security reasons only the device initial owner can submit the request.
Please feel free to contact us if you have any further questions.
Thank you for contacting AT&T Community Forums,
Gary, AT&T Community Specialist.
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Jason1110
3 Messages
19 days ago
Thank you for ur time , I’ll try to contact the owner and maybe solve this.. have a great day
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formerlyknownas
ACE - Sage
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117.7K Messages
19 days ago
It's sad, But clearly you've been scammed.
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ATTHelp
Community Support
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232.3K Messages
19 days ago
Hello @Jason1110,
We are glad to hear that you received the information that you're looking for with regard to device unlock.
Please reach out to us for any further quires or questions!
Thanks for visiting AT&T Community Forums.
Kelly, AT&T Community Forums Specialist.
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