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Troubleshoot your device issues
kayla4670's profile

New Member

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3 Messages

Wednesday, February 8th, 2023 7:31 AM

Device Active on Another AT&T Account

I purchased a phone new straight from Samsung almost 2 years ago. I am the first owner. I gave it to my husband about a month later and went to a bigger phone. My husband is now trying to unlock it and it says that it is active on another at&t account. It has never been used on another account. It was purchased NEW not refurbished or renewed. AT&T opened a case and closed it with the result of 'unable to determine device unlock eligibility.'

ACE - Expert

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64.7K Messages

1 year ago

So you gave it to your husband nearly two years ago, has he been using it on ATT or an ATT MVNO since then? If so, that is probably the other ATT account. Otherwise, file an FCC or BBB complaint, that should get it unlocked.

New Member

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3 Messages

1 year ago

We both have prepaid. I originally used it on mine and then he took it to his. I've tried both accounts info and they both say incorrect info. 

ACE - Expert

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64.7K Messages

1 year ago

If it’s currently in use on his prepaid account, then his account info should work. File the complaint.

New Member

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3 Messages

1 year ago

Yea I'm gonna have to do something. I called back and they said since I bought it from Samsung that I'd have to call them, that the manufacturer can unlock it. Samsung said they're stupid and next time I call AT&T to have them 3 way in Samsung and give them the ticket number from Samsung. That they don't mind at all talking to them. 

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