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Thu, Apr 2, 2020 9:09 PM

Unable to unlock phone

I am trying to unlock a phone I purchased second hand for use on T-Mobile. The automated tool claims the phone is not an at&t phone despite the fact that it is.

I get this error:

"Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI."

I have followed those instructions and entered my IMEI.

The device is a Galaxy s7 Active.

I have tried the automated support bot. It has been very unhelpful. It requires a My AT&T account to do anything but alas! I am not an AT&T customer so I sadly do not have a My AT&T account. What do I do at this point? I would like to use the phone I just purchased.


Brand User

New Member


120K Messages

2 months ago

Hello @joheinous,


Thank you for reaching out to us. Before your wireless device can be unlocked, it must meet all of our Unlock Eligibility Requirements. We recommend contacting the seller/previous owner of your wireless device for further assistance with the unlock process. Hope this helps!


Sean, AT&T Community Specialist

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