The Samsung Galaxy Z Flip4
M

New Member

 • 

2 Messages

Tuesday, February 2nd, 2021 7:44 PM

Phone locked and unlock request "In Progress" for a week

I bought a new phone ~2 or 3 years ago from samsung.com directly paid in full.  It was a AT&T Unlocked  S8+.  I never used it on AT&T, I bought it to use on Straight talk.  It worked no problem until a week ago when I switched phone to another mvno Mint Mobile.  My phone is apparently "locked" and it wont read the new Mint mobile T-mobile Sim card and wants an unlock code.  Don't know why my unlocked phone is "locked" but Samsung was no help.

So, whatever, I buy an unlock code on ebay to unlock it.  Unlock code seller can't unlock it, the EMEI is tied to an AT&T account and frozen to it.  I never had an AT&T account or service unless I somehow made an account when I set up my phone?   So I don't see how it can be tied to an AT&T account.

Ok, so next step I try to unlock it from AT&Ts website for submitting an unlock request.  It submits and tells me the unlock is in progress and can take up to 2 business days.  It has been a full week now and it still says the same thing and that it is in progress.

The only customer support I can find is the one number listed on the website here.  I talked to customer support for 30 minutes and they had no clue what to do and kept transferring me back and forth and told me to use the website.  So now I'm at a loss as to how I can get my phone unlocked from a carrier I never used.

ATTHelp

Community Support

 • 

207.2K Messages

2 years ago

Hello @MYPHONEISLOCKED22,

 

Thank you for reaching out!

 

It will be best to return to the point of sale or your previous carrier for assistance with unlocking the device.

 

We'd more than happy to further assist but we'd need to have access to an AT&T account.

 

We hope this helps.

 

Jonye, AT&T Community Specialist

New Member

 • 

2 Messages

2 years ago

I tried Samsung and my new carrier and they can't help me. 

It is AT&T that has the phone locked.  The phone is "tied" to an AT&T account.  Since I bought the phone new from Samsung.com, and never had it on AT&T network this is impossible.  I can't sign in to my AT&T account to remove it because there is no account.  That is the problem.  I can't unlock the phone until AT&T releases it.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.