New Member
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2 Messages
Incorrect Information Error Message Trying to Unlock Phone
I am trying to sumbit a request to unlock my phone, but I keep getting a message that the info (first name, last name, email) is incorrect. If I try to the IMEI route, it will not let me push the "next" button. I am at a loss on what to do. I have tried several times and I know I meet the eligibility requirements. It is a prepaid iPhone 7+ I have been using since the day I got at&t three years ago. I oaid the whole cost of the phone upfront.
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.5K Messages
2 years ago
Hello alisonreed012, we're here to help you with your unlock request.
We understand how frustrating this can be. Let's try to clear the cache on your browser.
If you have an Apple iOS device running Safari:
If you have an iOS device running Chrome:
If you have a PC running Chrome, Firefox, Internet Explorer, or Edge:
If you have a Mac running Chrome or Firefox:
If you have a Mac running Safari:
Let us know if this helps.
Thank you for visiting AT&T Community Forums!
Carlton, AT&T Community Specialist
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alisonreed012
New Member
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2 Messages
2 years ago
I tried using chrome instead of safari and that worked. Thank you!
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ATTHelp
Community Support
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231.5K Messages
2 years ago
Hello, @alisonreed012! We are happy to hear that switching to the Chrome browser allowed you to complete the device unlock request!
If you ever need assistance in the future, please feel free to reach back out as we are always here to help.
Thank you for reaching out to AT&T Community Forums!
Rachel, AT&T Community Specialist
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