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Troubleshoot your device issues

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1 Message

Wednesday, July 8th, 2020 11:23 PM

Unlocked phone still not accepting new sim

I went through the unlock process and received approval.  The status shows approved.  I've attempted to put in 3 different sim cards (non ATT, we now live internationally).  I know this company Tigo is supported because I have two other iphones that were originally ATT that are working fine, including with the new sim I have.


Anyway,  I've tried resetting the iphone to factory settings.  I've tried connecting it to itunes to restore from there, I've tried all options I have been able to find here on the forums but I'm still receiving a SIM not supported error.


One forum post stated that after they opened a ticket, someone was able to resolve the issue because for some reason the phone was still attached to ATT even though it was showing unlocked.  I cannot figure out how to open a ticket.


I tried chatting but you have to have an ATT account to get past the automation and I don't have one.


So if you could direct me on how to open a ticket or other things i might be able to try to get this phone working on a new SIM card that would be great.

Community Support


232.3K Messages

4 years ago

Greetings @tmoody23!


We're delighted to hear that your device was approved to be unlocked. Allow us to point you in the right direction!


The "SIM not supported" error means that the SIM has not been provisioned correctly from your wireless provider. 


It's best recommended to contact the carrier you're using for additional troubleshooting with activating your SIM and cellphone.


We hope this helps, and thanks for reaching out to the community!


Dwight, AT&T Community Specialist 

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