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lawmini's profile

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1 Message

Sunday, June 4th, 2023 2:30 AM

The info you gave us doesn't match our records

I buy a second hand surface duo, it was locked by att, when I submit a unlock request, it replied

"The info you gave us doesn't match our records" 

Accepted Solution

Official Solution

Community Support


221.2K Messages

4 months ago

Hello, lawmini, we're here to help determine what's stopping your Surface Duo from being unlocked.


Our first recommendation would be to use this resource to see if your device meets the requirements to be unlocked.


Your device:

  • Is an AT&T phone or device and isn’t active on another AT&T account.
  • Has a paid-off installment plan:
    • Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
    • Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. Learn how pay off your installment plan.
  • Was paid in full when you bought it (it was not purchased on an installment plan). You must wait 60 days from your purchase date to submit an unlock request.
  • Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post.
  • Hasn’t been reported as lost, stolen, or involved with fraud.
  • Is an AT&T Prepaid phone with a Prepaid SIM that has had paid service for at least six months. You must submit your unlock request using the most recent version of the AT&T Device Unlock app.

Good to know: Don't have an account with AT&T? You can still unlock an AT&T device as long as it meets all requirements.


Our second recommendation would be to use this resource for solutions and FAQs on device unlock help.


Since you indicated that your Suface Duo was purchased second hand:

​​Before purchasing a device from a non-AT&T authorized dealer or sites like eBay, make sure the seller performs the unlock request. In some 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 device. If you purchase the device and it is NOT unlocked AT&T will not be able to unlock the device.

Please let us know if this helps. Thanks so much for reaching out to AT&T Community Forums!


Nelson, AT&T Community Specialist



32 Messages

17 days ago

Same here! I try unlocking Samsung SGH-A727 and I get the same message as you!

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