Troubleshoot your device issues
hjheredias1's profile

New Member

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2 Messages

Friday, February 3rd, 2023 12:02 AM

The device you want to unlock is active on another AT&T account. The account owner must first remove the device from their account.

Hello, I bought a refurbished Motororla brand cell phone from the US Amazon page, which had service with AT&T, I assumed it would work in my country Peru on any operator.Since the AT&T provider does not exist in my country, I tried to use it with the networks of my country (with Movistar, Claro, BItel chips) without success, since it indicates that it is blocked by AT&T. Try to unlock it from AT&T page ( https://www.att.com/deviceunlock/ ) . When I go to the page I get the error: "The device you want to unlock is active on another AT&T account. The account owner must first remove the device from their account. For help, call 800.331.0500."I do not know the previous owner nor do I have a way of contacting him to ask him to cancel it, since it is a refurbished phone purchased from AMAZON. the seller does not answer me about this type of lock. How can I release my equipment from the AT&T operator to be able to use it here in Peru, what should I do please?

ACE - Expert

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64.7K Messages

1 year ago

Sorry to say there is nothing you can do. Only the account owner can remove that phone from their account and ATT will not provide you any information about that account owner. Sorry to say but that’s the risk of buying phones second hand. Return it, if possible.

ACE - Guru

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1.1K Messages

1 year ago

AT&T locked phones are just that - locked to AT&T.  It will only work with an AT&T SIM card with an active account.  Why would you think it would work any where else.  Another SIM that is NOT AT&T would be recognized by the phone as not being AT&T and ask for an unlock code.

I don't know how Amazon handles returns if they are an intermediary with another seller that actually sold the phone, but you may have to take it up with Amazon to return the phone and get your money back.  I know that eBay is a little better at handling such things.  In fact, eBay is much more buyer-centric than they are seller-centric when it comes to disputes.

New Member

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7 Messages

9 months ago

@sandblaster hey, I was looking to unlock my prepaid device but it says it'd active on another account? It's not in the device list of the previous owner and is only on my account. I don't know what to do and have been trying for 3 months to fix this.

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