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joannea's profile



1 Message

Monday, December 25th, 2017 4:59 AM

Activating Prepaid Account

Hi, I've been trying to unlock my phone and I received an email saying that my prepaid account has not been activated for 6 months. I've had this phone since September 2016 and my phone number since September 2015. I've used the paygonline website ever since so I'm assuming that my prepaid phone account has been active throughout the time that I've used it.


How can I prove/check if my account has been active for 6 months to unlock my phone?

ACE - Expert


64.7K Messages

6 years ago

Unlocking a prepaid phone requires 6 months of continuous prepaid service. In other words, not just the account active but service active too. If you let your service expire at anytime, even just a few hours, the 6 month clock would start over. I suggest contacting @ATTMobilityCare via private message. Even if your service briefly expired, they can probably help get your phone unlocked.

Community Support


232.2K Messages

6 years ago

Hey @joannea,

I understand how important it is to have your phone unlocked. I would be glad to help out!

I can do more investigation and check if you’ve met all the eligibility requirements so we can get your device unlocked as soon as possible. I see you’ve already sent us a private message so I will be responding to you with more information there shortly.

Thank you very much. Talk to you soon.

Adrian, AT&T Community Specialist

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