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alisonreed012's profile

New Member

 • 

2 Messages

Sunday, July 10th, 2022 2:34 AM

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

 • 

207.8K Messages

7 months 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:

  1. Go to Settings.
  2. Find and tap Safari.
  3. Tap Clear History and Website Data. You’ll see a pop-up that lets you confirm your selection.
  4. Select Clear. The Clear History and Website Data button will turn gray.


If you have an iOS device running Chrome:

  1. Open your browser.
  2. Tap the 3-dot menu at the bottom of the screen.
  3. Select Settings, then Privacy.
  4. Tap Clear Browsing Data.
  5. Choose Browsing History, Cookies and Site Data, or Cached Images and Files.
  6. Select Clear Browsing Data. You’ll see a pop-up that lets you confirm your selection.

If you have a PC running Chrome, Firefox, Internet Explorer, or Edge:

  1. Open your browser.
  2. Press Ctrl+Shift+Delete.
  3. Select the items you want to clear.
  4. Select the Delete, OK, Clear, or Clear data button, depending on your browser type.
  5. Close and reopen your browser.


If you have a Mac running Chrome or Firefox:

  1. Open your browser.
  2. Press Command+Shift+Delete.
  3. Select the items you want to clear.
  4. Select the Delete or Clear button, depending on your browser type.
  5. Close and reopen your browser.


If you have a Mac running Safari:

  1. Open your browser.
  2. Select Safari in the top left corner next to the Apple icon.
  3. Select Preferences, then Privacy, then Manage Website Data.
  4. Select the items you want to clear.
  5. Select the Remove or Remove All button, depending on your choices.
  6. Close and reopen your browser.

Let us know if this helps.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

New Member

 • 

2 Messages

7 months ago

 I tried using chrome instead of safari and that worked. Thank you!

ATTHelp

Community Support

 • 

207.8K Messages

7 months 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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