nexus512's profile

3 Messages

Friday, February 2nd, 2024 1:30 PM

problem unlocking surface duo

bought a surface duo from a second-hand website, tried to unlock with http://att.com/deviceunlock , but it gave me a "You can’t unlock your device until your installment plan is paid off. If you pay off your device as part of your monthly bill, wait until the start of your next bill period to unlock it.
Want to pay off your device early? Make sure your number has been active on the device for at least 60 days. Then, sign into your account to review and pay off your installment plan. Wait 48 hours after you make your final payment to submit a new unlock request." respond , now I'm not in the US  

Community Support

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231.2K Messages

2 months ago

Hey @nexus512, we sympathize with your situation and understand that you are having difficulty unlocking the Surface Duo.

 

As you mentioned that the device you have is bought from a second-hand website, looks like it is still active on another AT&T account. It is important to make sure that the previous owner of the device contacts AT&T as they are the only ones who can unlock it.

 

Hope this helps, and let us know if you have any further questions.

 

Thank you for contacting AT&T Community Forums.

Nina, AT&T Community Specialist

3 Messages

2 months ago

I don't think I can track down the original owner as from what I understand I'm like the fifth owner of this device, so it would be really helpful if you guys can find a way to contact the original owner? 

Community Support

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231.2K Messages

2 months ago

Hello @nexus512, assisting you in unlocking your device in this situation is our top priority.

We want to ensure we point you in the right direction.

We recommend that you contact the website where you purchased the device to find the original device owner, because the original account holder must contact us in order for us to assist with the unlock process.

Hope this helps! Do let us know if you have any further questions.

Thank you for contacting AT&T Community Forums.

Rachel, AT&T Community Specialist.

3 Messages

2 months ago

Like I've mentioned before this device has been passed around for a while now, it's impossible for me to contact the original owner

Expert

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19.3K Messages

2 months ago

Than if you can't return it you've learned a hard lesson

Community Support

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231.2K Messages

2 months ago

Hi @nexus512,

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page: http://sm.att.com/ee612a08, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

Thank you for contacting AT&T Community & Forums,
Andrew P, AT&T Community Specialist

 

Expert

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19.3K Messages

2 months ago

Would you want someone releasing your information to a third party, assuming they even have it? Ever hear the saying buyer beware?

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