The new iPhone 14
davea9's profile

New Member

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2 Messages

Monday, November 14th, 2022 7:34 PM

Your phone is not longer active on an AT&T account

Hello @ATTHelp @ATTHelpForums  ,

I get the the below message but I am not able to find the question in order to answer no.  Can we please DM? Please help.

  • Your unlock request was denied because your phone is no longer active on an AT&T account. Re-submit your request and select 'no' to the "Are you an AT&T Wireless Customer question".

Constructive

Employee

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30.4K Messages

3 months ago

did you request as a non customer?

New Member

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2 Messages

3 months ago

Hello, yes I did. I get that same message.

ATTHelp

Community Support

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207.4K Messages

3 months ago

We understand your frustration with getting an error message when attempting to unlock your device, @davea9. Special thanks to our ACE, @Constructive, with their quick response.

 

We want to help. Let’s meet in a Direct Message to discuss an escalation of your request. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

We look forward to providing a solution for you. Thanks for reaching out to AT&T Community Forums!

 

Nelson, AT&T Community Specialist

Contributor

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17 Messages

2 months ago

Same here! Tried to unlock that way and same message! I really wish I could DM an employee so he can help me fix this

ATTHelp

Community Support

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207.4K Messages

2 months ago

Hey there @alexrios2001, we want to help you get your device unlocked. 

 

We'd like to gather more context about your unlock, so we can help you out with this. Please answer both of these questions:

  • Does your device meet our unlock requirements? Even if your phone isn't currently on an AT&T account, it'll still need to meet all the requirements listed on that page in order to be unlocked.
  • Did you get this phone through AT&T, or from a third party? Knowing where you got the phone will allow us to look into our next steps to get your device unlocked.

Please share this information with us, so we can continue.

Dylan, AT&T Community Specialist

Contributor

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17 Messages

2 months ago

Yes it does meet all requirements.

is there anywhere where I can send direct meesage to an AT&T employee as I cannot share IMEI here publicly

ATTHelp

Community Support

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207.4K Messages

2 months ago

We appreciate your response, @alexrios2001.

 

Based on the details you've provided, we want to invite you into a Direct Message for further help. Please check the message icon in the upper portion of the page and reply. 

 

We look forward to hearing back from you and investigating your device unlock concerns. 

 

Thanks for contacting the AT&T Community Forums. 

 

Lynn, AT&T Community Specialist 

Contributor

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17 Messages

2 months ago

Can you reopen the chat? I had difficulties on opening the chats

ATTHelp

Community Support

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207.4K Messages

2 months ago

Hello alexrios2001, we're here to help you get support for your unlock request.

 

In order to get back into a Direct Message, we need you to start a new post.

You can also reach out to 1-800-331-0500 for customer service

 

Thank you for reaching out to AT&T Community Forums!

 

Carlton, AT&T community Specialist

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