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Melas's profile

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Thursday, November 17th, 2022 4:51 AM

How do I unlock on a prepaid device

I need to unlock a prepaid AT&T device, but I'm not a costumer (I was gifted the phone). I submitted a unlock request online, but it was rejected because I have to use the unlock app on the device since it's prepaid. The device was recently factory reset and since then the unlock app crashes seconds after opening each time. I desperately need to unlock this phone, soon. Is there anything I can do?

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Official Solution

ATTHelp

Community Support

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207.2K Messages

2 months ago

Hello @Melas, we understand the importance of having access to your device, we're happy to help with information for your unlock concerns. 

 

When purchasing a device from a non-AT&T authorized dealer, third party or sites like eBay, make sure the seller performs the unlock request.

 

In these instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the phone. Below are the general requirements to unlock the device:

  • The device must be designed for use on, and locked to, the AT&T wireless network.
  • If a new AT&T device, active service for a period of time is required.
  • It must not be reported lost or stolen.
  • It’s not associated with fraudulent activity.
  • All the device’s service commitments and installment plans are completed, and all early termination fees are paid in full.
  • The device is not currently active on a different AT&T customer’s account.
  • If you performed an early upgrade, you must wait the 14-day buyer’s remorse period before you can request to unlock your previous device.
  • Visit our Unlock Support page for the full requirement list

Feel free to reach back out to us if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist

New Member

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1 Message

2 months ago

@ATTHelp I have the same issue - spoke to an ATT customer service rep who entered a ticket for the device. Never heard back. App doesn't work.

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