Contributor
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2 Messages
Unlock a prepaid phone
I have an AT&T prepaid phone that I've been using for the last 12-months or so. I'd like to unlock the phone. I went to AT&T's unlock web form and filled out the information but received the error message that 'your IMEI and phone number don't match.' The IMEI is correct and I'm currently using the phone on my prepaid account. I'm not sure why I received that message.
Can AT&T help with why I'm receiving that message, or help unlock my phone. I assume it has something to do with being a prepaid account.
ATTHelp
Community Support
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230.7K Messages
5 years ago
Hi @pacstools
I can help you get your device unlocked!
Have you made sure that your device meets all of the requirements to unlock it? For example, prepaid devices must have service with us for at least 6 consecutive months in order to be eligible for unlock.
You can learn more about the unlock requirements here.
Let us know if that helped!
Cameron, AT&T Community Specialist
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pacstools
Contributor
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2 Messages
5 years ago
Yes, I reviewed the requirements & I should be good to go. I had a non-prepaid phone and I was able to unlock a while back without a problem. This one, however, gives that error.
What would be the next step?Thanks
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ATTHelp
Community Support
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230.7K Messages
5 years ago
That's great news, @pacstools
For your privacy, it would be best if we continue the conversation privately. I'm sending you a private message (PM). Please check your forums private messages by clicking the envelope in the top section of this page or click Forums Inbox. Locate the PM from ATTCares and reply to my message with the requested account details. Thank you!
Cameron, AT&T Community Forums
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Chas61
New Member
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1 Message
3 years ago
I bought a AT&T phone and bought a prepaid card sand I have a emergency where I was not able to use the phone after 3 weeks of getting a and my phone is now locked how can I get it unlock or did I just wanted money on the phone if I cannot use it
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ATTHelp
Community Support
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230.7K Messages
3 years ago
Hello @Chas61, we'd like to look into why your phone is locked and how we can assist you with unlocking it.
What do you mean when you say your device is "locked"?
If you're trying to unlock your device from AT&T's network, you can use our device unlock portal and visit our forums support link for more information.
If your SIM is locked then you'll need to get the PIN Unlock Key (PUK) code to unlock your SIM.
Also, reaching out to the manufacturer of your device is the best decision if your device is locked from typing in your password to many times.
Please let us know if one of these resources helps unlock your phone and if not share more details with us.
Jonye, AT&T Community Specialist
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Willierisner
New Member
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1 Message
2 years ago
How do I get help doing it
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