Uniquely for you. Preorder the new Google Pixel 6.
Dr.Who's profile

Tutor

 • 

10 Messages

Thu, Sep 27, 2018 12:41 AM

Unlocking device iPhone 5 returns error: We're sorry. We can't unlock this device.

I have an iPhone 5 that is paid off and still active on AT&T. I want to unlock it so that I can move the SIM card to a newer phone and sell the iPhone 5.

When I enter information in https://www.att.com/deviceunlock/ , it identifies the IMEI number as Apple iPhone 5 Model A1428.

When I press the submit button, I receive the error message: "We're sorry. We can't unlock this device."

How do I unlock the phone 5?

Maybe this iPhone 5 is unlocked already. How can I tell?

Accepted Solution

Official Solution

ATTHelp

Community Support

 • 

172.3K Messages

3 y ago

Good morning @Dr.Who

Thank you for the post.

Has your device been replaced by either insurance or warranty exchange?

Kenneth, AT&T Community Specialist

Tutor

 • 

10 Messages

3 y ago

Thank you @ATTHelp for responding to my question.

 

The phone was originally purchased at an Apple Store. They were able to migrate contact information from a old Motorola flip phone. The phone was subsidized by monthly payments to AT&T until it was paid off.
The battery was replaced at an Apple store under extended warranty that Apple provided when some batteries had less than expected life. I do not believe that the phone was replaced.

 

I tried unlocking from both Firefox and Safari on MacOS X, and Safari on the iPhone. I receive the same error message each time.

Is there some way that I can tell if the phone is unlocked already?

ATTHelp

Community Support

 • 

172.3K Messages

3 y ago

Hello @Dr.Who.

 

We’d be happy to investigate your unlock request. We’re sending you a private message (PM) to get your details. Please check your forums private messages by clicking the envelope in the top right section of this page, or click Forums Inbox. Locate the PM from ATTCares and reply to the message with the requested account details. Thanks for reaching out to us on Forums!

 

Dawn, AT&T Community Specialist

Contributor

 • 

1 Message

3 y ago

Hello there!

I am getting error message too!

 

Please let me know the next steps.

 

I owned the phone and is paid off.

 

Thank you

lizdance40

ACE - Sage

 • 

89.3K Messages

3 y ago

@EyephoneI

Call and ask for tech support.  If your IMEI isn’t recognized, it has to be found manually to process unlock.

 

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.