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fgweller's profile

New Member

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2 Messages

Friday, March 4th, 2022 8:49 AM

Unlocking a prepaid phone - blocked from unlock portal

Unlocking my Galaxy A32 5G has been an ongoing tragedy, so I hope someone can finally help me with this.

I bought the phone from AT&T and it was active for ~2 years as a prepaid. Now I've left the US and find that I cannot use any other network because the device is network locked. The unlock portal kept blocking me with "the information you entered is incorrect". It took me several hours to find the following post

https://forums.att.com/conversations/apple/the-information-you-have-entered-is-incorrect-when-submitting-unlock-request/6185f319653fa416ca637e24

and realize that apparently prepaid customers have to answer "No" to the questions of whether I have an AT&T number, and enter the IMEI directly. Okay, did that; now I'm getting the message "Looks like the device you want to unlock is active on another AT&T account" - which apparently is because I answered "No" to the above question!

So: I can't progress when treating my number as an AT&T number, and I can't progress when not doing it. Since I'm outside the US now, I can't even use the hotline (or use the phone for verification calls, or receive texts), and the international hotline throws me out after two hours of waiting loop.

Could someone please assist?

ATTHelp

Community Support

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207.9K Messages

11 months ago

To best serve you while out of the country; please call +1.408.962.1025 (free from device) or chat is not available http://sm.att.com/3056e1fd

ATTHelp

Community Support

 • 

207.9K Messages

11 months ago

Hello fgweller, let's get you pointed in the right direction.

 

To best serve you while out of the country; please call +1.408.962.1025 (free from device) or chat is not available http://sm.att.com/3521550

 

Please reach back out if you have any further questions or concerns.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

 

 

New Member

 • 

2 Messages

11 months ago

Well, to no one's surprise I spent another three hours in the international queue while listening to electronic Barbie blathering about promotional offers and the queue being "unusually busy" - and got dropped twice for may pains. I ended up paying a third party provider to generate the unlock code for me. Well done AT&T. For everyone else's benefit: UnlockBase seems to be a reputable and quick service to do what the provider can't be arsed to, to the tune of $40 a pop.

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