Unlock was denied and I don't know why

If you just got an AT&T phone for Christmas, it has to be used on AT&T for a minimum amount of service before it can be eligible for unlocking. If that phone was sold for AT&T prepaid it requires 6 months of AT&T prepaid service.

Ok thanks

Hi Tglife,

We'd love to help with this. Thank you, @formerlyknownas for that helpful information!   

There are a number of requirements that must be met for a device to be unlocked. Here's things to know about unlocking a device through AT&T. Take a look at the list of requirements before a device can be unlocked listed on the page. If it matches, please let us know so that we can investigate further.

Whitley, AT&T Community Specialist

Does it have to meet all requirements?

Great question Tglife !

Are you an AT&T customer? Then yes. If not there are different requirements that needs to be met. Please let me know if this cleared any of your concerns.

Whitley, AT&T Community Specialist

No I am not an AT&T customer 

If you are not an AT&T customer, and do not intend to be an AT&T customer then the phone is useless to you. It will remain locked until after 6 months of paid prepaid service. The Moto G pure is a subsidized  Android phone sold for AT&T prepaid. Because it is subsidized, AT&T can enforce its lock policy as published.

If you would like to switch to AT&T prepaid, Go to att.com and take a look at the prepaid phone plans that are offered on the website. You can switch your phone number to AT&T by having it ported from your other service provider.

Ok, thank you very much for the information. I started calling at&t early this morning and have talked to so many people on the phone and no one ever said this! My carrier is a lot cheaper but I love the phone. Now I know my options. Thank you so much!

@Tglife   Can you return the phone?, and then buy the unlocked non-carrier version directly from the Motorola website?

I probably could but not at the price my mom paid for it. It's ok, my family has been with at&t since they got there first phones. I'm probably the only one not with them...lol