Unlocking Iphone 11

You can’t.  AT&T won’t give you any information on anyone else’s account, including any remaining balance.  Only the person who owes the money can pay the balance due.  You won’t be able to pay it off yourself, so the phone won’t be unlocked.  You got scammed.  Get your money back from the store you bought it from.

I just contacted the store, they told me to contact get in contact with at&t that they can perform the unlock procedure. the device came with an at&t simcard but on the device it display a sim not prepared message

I just contacted the store, they told me to contact get in contact with at&t that they can perform the unlock procedure.

But again, ATT won’t unlock until the phone is paid off and you can’t pay it off. Either use it on ATT or return it and get your money back.

We are here to help with your device unlock concerns, @jvaleiron.

We do understand how important it is to be able to unlock your iPhone 11. 

Thank you to the ACE's for that information. 

To unlock your device, you must submit a device unlock request using our online portal. Prior to submitting a request, you want to make sure your device meets all device unlock requirements. 

Here is the list of our requirements:

• Is an AT&T device and isn’t active on another AT&T account.
• Was paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.
• Has a paid-off installment plan.
  • Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
  • Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. 
• Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post. 
• Hasn’t been reported as lost, stolen, or involved with fraud.
• Is an AT&T PREPAID phone that has had paid service for at least six months.

If your device does not meet these requirements, and you are not the original owner, then we are unable to unlock the device. As suggested by the ACE it would be best to return the device back to the seller. 

We hope this helps. Thank you for contacting AT&T Community Forums. We are here if you have any other questions. 

Clarissa, AT&T Community Specialist 

Thanks @ATTHelp , the store told me that i should be able to handle this directly with AT&T. The device came with an ATT simcard. but i have no more information about it.

@jvaleiron   The store is just avoiding giving you your money back.  The phone isn’t paid off and you can’t pay it off.  AT&T isn’t going to unlock it, regardless of what the store tells you.  Unless you plan to use the phone only with AT&T, it’s useless to you.  Your only option is to get your money back.

@dwill05 I'm just trying all my options here. I'm already checking with my courier the costs of sending the package back since the phone is in the Caribbean. The error was made by the person who purchased the phone because it did said that the phone was on the AT&T network. The store says that we could do the unlock procedure with AT&T without problems, it would not be free but that it could be done.

@jvaleiron   I don’t know how many times that this needs to be repeated.  The store is either lying or is misinformed. AT&T will not unlock a phone that isn’t paid for.  There is no charge for unlocking.  It’s free, if the phone is eligible.  The phone is either eligible or it isn’t.  If it isn’t eligible, you can’t pay AT&T a fee instead and get it unlocked.

@dwill05 Thanks, phone is being returned.