
New Member
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2 Messages
WE CANNOT UNLOCK THIS DEVICE FOR YOU BECAUSE WE DIDNT SELL OR ACTIVATE IT
My sister presented me Iphone X. IMEI checked is clean and she is used AT&T USA before. She also did a paid check and it said this device is clean and paid off.
I have have tried to unblocked on AT&T web and it says that we cannot unlock this device for you because we didn’t sell or activate it”
How do i solve or unlock this ?
Accepted Solution
Official Solution
ATTHelp
Community Support
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225.5K Messages
1 year ago
Hello minhLC93VN, we're here to help get your device unlocked.
As the ACEs @dwill05 and @formerlyknownas mentioned, you would want to have your sister contact AT&T to request the unlocking of the device. The device would need to meet all unlock eligibility requirements.
Let us know if this helps.
Jeff, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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113.4K Messages
1 year ago
Have you talked to your sister - she's the one who gave you the phone?
Either she did not use it on AT&T. It's been replaced by warranty or insurance. Or it is not locked to AT&T even though she may have used it on AT&T.
In any of these cases, AT&T is not going to unlock it for you outside of the USA. If your sister is in the USA have her do the unlock which she should have done before giving you the phone
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dwill05
ACE - Master
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9.1K Messages
1 year ago
That message means that the IMEI of the phone isn’t registered in the AT&T unlocking database. The only way to solve it is to call them and try to get the IMEI added, or request that they manually approve an unlock.
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minhLC93VN
New Member
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2 Messages
1 year ago
Hi @dwill05 , You're right. Which the phone# I should call? I'm living out side of US and not familiar which correct phone# can support like your suggestion. Have tried some phone# but can not be successfully. Thank you
(edited)
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dwill05
ACE - Master
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9.1K Messages
1 year ago
The international customer service number is +1.314.925.6925
I agree with the other suggestion on having your sister do it if she’s the one who bought it.
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formerlyknownas
ACE - Sage
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113.4K Messages
1 year ago
There is no point calling that international number because it is for AT&T customers who are traveling outside the United states. They're going to ask which number you're calling about and you don't have one. Please have your sister unlock the phone with her information from inside the USA. Even if she is a foreign customer at least her phone calls won't cost her $3 a minute for long distance.
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