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New Member


10 Messages

Mon, Nov 8, 2021 9:43 PM

AT&T Prepaid phone "incorrect information" error when attempting to submit unlock request

Hello, I need to unlock my AT&T phone for upcoming travel, and I don't wish to purchase the ATT international roaming/add on services (Argentina does not have coverage on AT&T's map of international coverage).

I have a Samsung Galaxy A11, which I purchased and activated in December 2020 (has active prepaid plan for >6 months). On the "unlock a phone" ATT website, I am able to enter my phone number and move on to the next screen, where my first and last name and email address are requested.  I have entered all this information correctly (and checked multiple times while referring to my AT&T account), but am unable to move on from this page as I get an error: "The information you have entered is incorrect. Please update and try again."  I have also tried entering the IMEI number (again, checked several times to ensure correctness) and got an error stating that it did not match an AT&T device.

Please help me unlock my phone.

ACE - Sage


98.5K Messages


Have you provided the correct 4 digit pin code? 

If it's not working, reset the pin code



6.4K Messages


Thanks for verifying your account. Your case is now in line to be assigned to an expert who’s eager to help. We appreciate your patience. Wait times can vary, but your specialist will be with you as quickly as possible. ~AT&T Virtual Assistant



5 Messages


I am having the same problem described here.  There is no answer posted. 

New Member


20 Messages


For unlocking devices with ATT Prepaid, the solution is very silly and stupid.

You must select NO on the unlock portal when asked "do you have an ATT number."

1. Go to Unlock Portal
2. Select NO for "Do you have a mobile number from AT&T?"
3. Type in the IMEI of your device
4. Go through the rest of the workflow (Name, 10-digit number, email address, etc)
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