Contributor
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1 Message
Device Unlock
Hello I have been trying to unlock my Samsung Galaxy s6 Edge for months now. I submitted many request to the ATT Device Unlock website and i get an email that says "Looks like the information we need isn't in our database. When i called ATT, they stated that it should be able to be unlocked and said they would submit the request for me that way they have all the information. I gave them my info again. I recieved an email again saying they dont have the info. I have an ATT phone with ATT prepaid service for over six months. Is there a reason my device isn't being unlocked? Here is my device info:
Make: Samsung Galaxy s6 Edge (AT&T)
Model: SAMSUNG-SM-G925A
Carrier: AT&T
Service: Prepaid
3 Attachments
ATTHelp
Community Support
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221.4K Messages
5 years ago
Hi JOHNxDOE,
Thank you for visiting our Community Forums. Having your device unlocked can definitely be important. I’d be happy to guide you through some steps to request an unlock. Our Device unlock portal provides all of the eligibility requirements as well. Please ensure your device meets all of these requirements before moving forward with the request:
*Your device isn't reported lost or stolen, or involved with fraud.
*You must complete your contract or installment plan (including early termination fees). Or, pay off an installment plan early and then make another unlock request in 24 hours.
*Your device isn't active on another AT&T account.
*If you upgraded early, wait 14 days to unlock your old device. Business customers wait 30 days. Your service must be active for at least 60 days with no past due or unpaid balance.
*AT&T PREPAID℠ (formerly GoPhone®) devices must have at least 6 months of active service.
*If you're military, we'll ask you to email your TCS or PCS (Temporary / permanent change of station) documents for eligibility. You won't have to complete installment plans or contracts.
*If you have a business-owned device, your company must authorize you to unlock
I'll be sending a private message to your Forums Inbox so we can look into this some more. It can be located in your Forums Inbox to the upper right hand corner of this web page. I hope this helps! Have a wonderful rest of the day.
Jess, AT&T Community Specialist
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