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bpearson21's profile

New Member

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4 Messages

Wed, Jun 1, 2022 2:31 PM

Trying to Update Device but getting message: Looks like your device can't be updated here

I bought a new AT&T Go-Phone (Motorola One 5g ace - XT2113-5) online but when I try to switch the sim card to the new device I cannot make a call or text and cannot receive calls or texts. I tried going online to see if I needed to declare the phone to my account by going to "Update Device" and I'm given the message "Looks like your device can't be updated here
Please call 800-901-9878 or 611 from your device and speak to a representative".

I've also tried to call the support line but I get a recording saying to go to the place of purchase to complete activation. I bought the phone online at Walmart during a Memorial Day sale as the store was sold out. The attendant at my local Walmart did not know what to do. Again, I already have an AT&T prepaid account and my own prepaid sim card. what are the next steps?

Accepted Solution

Official Solution

ATTHelp

Community Support

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200.3K Messages

4 m مضت

Hi bpearson21, we recommend bringing your phone to the nearest AT&T store to help with activating your device. 

 

Bring your device with your receipt to an AT&T store nearest you to get help with activating your phone. You can make an appointment to avoid long wait times. 

 

Please let us know if there is anything else we can assist you with. Thank you for contacting AT&T Community Forums. 

 

Lorie, AT&T Community Specialist

 

 

ACE - Sage

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100.2K Messages

4 m مضت

Put your sim card back in your old phone and call AT&T.

Most likely the phone was not scanned out correctly by Walmart and it has a point of purchase error. AT&T will want information off of your receipt and the IMEI from the device in order to allow activation. 

New Member

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4 Messages

4 m مضت

Thanks for the comment! Unfortunately, I get the same message when I switch back to the old phone too even after turning it off and restarting. So I have no way of calling the support line (and not getting the deadend error message) and the the online chat feature for prepaid is just a constant "Loading" message.

(edited)

ATTHelp

Community Support

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200.3K Messages

4 m مضت

Hi bpearson21, we want to help get your device activated. 

 

Learn how to get your device activated on our network. It can be one you bought from us or a compatible and unlocked device you already own.

 

Many devices use a physical SIM card that comes with your new device. It often has the SIM card inserted. If you use a different SIM, you might not be able to access our wireless network or take advantage of all network features.
If your SIM isn’t already inserted, learn how to put it in.

  1. Go to Device Support.
  2. Choose your device.
  3. Scroll to Getting started and select Hardware & phone details.
  4. Choose Insert or remove SIM card and follow the steps.

Please reach back out to us if you need further assistance. Thank you for contacting AT&T Community Forums.

 

Lorie, AT&T Community Specialist

New Member

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4 Messages

4 m مضت

I followed the instructions but there is no Eject Icon to select on the phone. I double checked and the instructions are in fact for the model I have (XT2113-5).

The SIM card that it came with is not in the phone. The SIM card (AT&T GO Phone) that I own is in the phone. I can receive texts from AT&T. I cannot make or receive calls. I cannot make or receive texts from contacts. 

(edited)

ATTHelp

Community Support

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200.3K Messages

4 m مضت

Thank you for that information, bpearson21.

 

Learn how to swap active SIM cards between devices. You may need to get a new SIM card for your new phone to work. 

 

Before you switch SIM cards

FYI: If you have a 5G device, you also need a 5G SIM card for the device to work on the 5G network.
 
AT&T PREPAID SIM card
Follow these steps before you turn off your device.
  1. Go to myprepaid.
  2. Select My Device and then Update Device. Don't know your IMEI for this step? Enter *#06# on your phone's keypad to get it.
  3. Enter the SIM card number and then select Continue.
Can't find your SIM card number? Review this SIM card image
 
Please let us know how this works for you. Thank you for contacting AT&T Community Forums. 
 
Lorie, AT&T Community Specialist

New Member

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4 Messages

4 m مضت

I was mailed a new 5g SIM card along with the free phone a few months ago. So the SIM card I have is a 5g SIM card. 

When I click on "Update Device" I cannot enter an IMEI #. When I click on "Update Device" I get the following message:

"Looks like your device can't be updated here
Please call 800-901-9878 or 611 from your device and speak to a representative"

When I call 800-901-9878 or 611 from my device I get a recording that says there was a problem with activation where I purchased the device and to contact a representative at my place of purchase; that's it. No other options. 

I bought the phone on Walmart's website (sold by Walmart.com and not a partner company), so I went to Walmart. Walmart employee in electronics had no idea what to do.

What would be the next steps? 

ACE - Sage

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100.2K Messages

4 m مضت

Well that might have been information to post in the first post.  If you kept your sim card in an old phone, AT&T likely suspended your service until you replaced your phone and or the SIM card.

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