Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
The new iPad Pro & iPad Air!
gunslingerkt's profile

Tutor

 • 

5 Messages

Thursday, January 18th, 2018 3:08 AM

Unable to unlock iPhone X after multiple attempts

Hi, 

 

I bought a new iPhone X from a friend of a friend and I was informed that the device is unlocked. When I tried to set it up, I got a message showing an AT&T phone number and asked me to confirm if the number was the same as used while the device was purchased. When I called the customer service helpline, I was asked to submit a device unlock request which got approved within an hour. But I was told by a rep to wait for a confirmation email saying my device has been unlocked. When I got no such email for 4 days, I called the helpline again and they told me that I should either contact Apple or submit another unlock request. I did both and the second request got approved too but the device is still unlocked! Apple asked me to reset and restore the device but the lock is still there.

 

Can you please help me out with this issue?

Accepted Solution

Official Solution

Community Support

 • 

232.2K Messages

6 years ago

I would be more than happy to elaborate for you, @gunslingerkt!


We currently don’t have any knowledge of a way to bypass that activation lock. The only way we know how to get past this screen is by entering the information which it asks for.


The best route to get past this screen would be to contact the original owner and have them enter in the information which is requested.


You can also try contacting Apple directly, but they may require the original owner of the device to be present; as they may need to verify the device is not stolen.


Isaac, AT&T Community Specialist

Community Support

 • 

232.2K Messages

6 years ago

Greetings, @gunslingerkjt!


Welcome to our Community Forums!


I definitely understand the importance of needing your new phone to be unlocked so you can enjoy it. I can help you with this!


If after being approved for an unlock through our unlock request website and your phone still does not accept non-AT&T SIMs; you will want to get in touch with the original owner of the device and have them contact us.


Through them contacting us, we will be able to verify the phone is entirely paid off and meets all unlock requirements. Once we have confirmed all requirements have been met, we can unlock your device and you can enjoy it on any network of your choosing.


I hope this helps! Thank you for reaching out and have a wonderful day.


Isaac, AT&T Community Specialist

Tutor

 • 

5 Messages

6 years ago

Hi,

Thanks for replying. I have created unlock requests and got it approved
several times too. I am not able to bypass the activation lock screen
asking me for a billing zipcode and last four digits of SSN. This
information is not available with me and there is no way for me to obtain
this from the person I got it from. Can you help me bypass this step so
that I can use my new phone? I got a new phone that I am excited to start
using but cannot do it since more than a week now!

Community Support

 • 

232.2K Messages

6 years ago

Certainly, @gunslingerkt.


I can definitely see how this screen would be preventing you from enjoying your new phone.


We here at AT&T don’t have any methods available to bypass the verification screen. However, after some research, you can get in touch with Apple here, and they may be able to help you bypass the screen. They have all the resources and tools available to provide you a workaround.


Hopefully this helped!    


Isaac, AT&T Community Specialist

Tutor

 • 

5 Messages

6 years ago

Thanks for the update Isaac but I had contacted Apple yesterday and they
said there is nothing they can do at this moment to help me with that
activation screen. Is there any other way that you can suggest?

I feel I'm going back and forth but there's no solution that's actually
solving the problem! Please help!!!

Community Support

 • 

232.2K Messages

6 years ago

I fully understand, @gunslingerkt.


At this time, AT&T does not have an approved method of bypassing this screen without entering in the information it asks for.


I apologize for this inconvenience, but we do not have access to the propriety information required to bypass this screen or offer any troubleshooting support on this topic.


 I would suggest either getting in touch with the original owner of the device; as even if Apple may be able to bypass this screen, they would likely require some form of verification from the original owner to ensure the device is not stolen.


Isaac, AT&T Community Specialist  

Scholar

 • 

335 Messages

6 years ago

have you tried to unlock it as non-customer?

Tutor

 • 

5 Messages

6 years ago

What does that mean? Could you elaborate?

Scholar

 • 

335 Messages

6 years ago

@gunslingerkt,

 

when you go to unlock portal, select no on the question "are you an att customer"?

Former Community Manager

 • 

10.4K Messages

6 years ago

Hi @graeco

 

Thank you for offering a suggestion on this topic. It sounds like it's not an issue with the phone's network lock to AT&T, but an activation lock on the device from Apple. I apologize for any confusion.

 

@gunslingerkt You mentioned in your first post that you bought a phone from a friend of a friend. An activation lock is a security feature from Apple designed in a way that only the original owner can remove it. I recommend trying getting in contact with the original owner to see if they can help.

 

Thanks,

Dmitriy

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.