13 Messages
Unlock code incorrect
Received approval and an unlock code for a Samsung note 8. The code is incorrect. Contacted AT&T support and they advised I would need to submit the request through ATT prepaid. As far as I can tell, ATT prepaid does not have a separate procedure for unlocking devices. So what do I do?
Accepted Solution
formerlyknownas
ACE - Sage
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117.3K Messages
11 days ago
Yup... You're missing digits
Probably the least amount of work for you is to just file an FCC complaint. Routine FCC complaints are really simple forms you just fill it out and it's forwarded back to AT&T upper management and someone will contact you. There's an area on the complaint where you can let them know that the unlock code did not have the correct number of digits
You can try and call AT&T and ask for the tech support department. If you can get through to them and let them know that you've received an eight-digit unlock code and your phone requires a 16 digit code
(By the way there's a lot of conflicting information about the unlock codes for Samsung phones. There are places where indicates it's only an eight digit code. Every Samsung phone that I have ever unlocked going all the way back to the Note 3, Note 4, all had a 16 digit unlock code. I just unlocked a Samsung tablet, it also had a 16-digit unlock code and it's a much more recent device)
(edited)
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Knock3x
13 Messages
11 days ago
Also, for the sake of anyone reading this in the future, I tried entering the unlock code emailed to me from ATT with approval in 3 places:
1. The default pop up when the sim is recognized.
2. Through the dialer code found in this forum: #7465625*638*CODE# (CODE is the Unlock Code ATT sent you)
3. Lastly, through settings>biometrics and security/security and privacy>other/more security settings>sim card security/set up sim card lock>lock sim card - then it will ask you to confirm current PIN before setting new pin.
The code ATT sent me did not work in any of these places.
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ATTHelp
Community Support
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231.7K Messages
11 days ago
Hello @Knock3x,
We comprehend the situation, and we would like to get you all the help needed.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.
Hope this helps! Feel free to revert for any further questions.
Thanks for visiting AT&T Community Forums,
Gary, Community Forums Specialist.
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Knock3x
13 Messages
11 days ago
To reiterate, I did call support. They told me I need to submit a request through ATT prepaid unlock form. I can't find this form, does it exist? ATT prepaid directs me back to the regular unlock request. To be thorough, I resubmitted the request, same approval, same code, same result. Thanks.
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Knock3x
13 Messages
11 days ago
Update: ATT prepaid confirmed device eligible for unlock. Also confirmed there is no separate unlock request form for prepaid devices. Anyone got any secret sauce to make the unlock code work? (:
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Knock3x
13 Messages
11 days ago
Another update: I started wondering if maybe it was my sim card causing the issues, but it works fine in wife's phone.
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formerlyknownas
ACE - Sage
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117.3K Messages
11 days ago
In reference to your earlier post:
1. When you install a non AT&T SIM card and reboot your phone it should say SIM not supported and a pop-up box to enter the unlock code should appear. Did that happen? Did you enter the code AT&T gave you which should be 16 digits?
Did it say "unlock unsuccessful" ? And still say SIM not supported?
2. This method is used when you do not have a non AT&T SIM card. Using this method and entering the 16 digit code did you get the exact same results as in 1?
3. That has absolutely nothing to do with the unlock code.
Q - Was the phone ever repaired? New motherboard ?
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Knock3x
13 Messages
11 days ago
Thanks for your reply.
1. It now says "SIM network PIN blocked. Enter SIM network PUK." with options to enter code and "unlock" or "dismiss" When I enter code it says "incorrect network unlock code entered"
(Side note: I'm not certain, but could have sworn it said something else previously. Again, not certain.)
2. After entering code it returns "Unlock request unsuccessful"
3. Oops, I'm just trying everything I can think of, but noted that this is different. Pretty obvious.. in hindsight.
A- not to my knowledge. All background Info I have: a friend bought it used for his girlfriend who used it for appx 1 week with no issues while waiting on her new phone to arrive. He doesn't think she had ATT but wouldn't bet his salary on it (she's an ex now. He says he loves me but not enough to call her and ask)
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Knock3x
13 Messages
11 days ago
Ok I missed part of your questions. No, they did not send a 16 digit code. It's only 8! Is this the issue??
Email says
Use these instructions and this code from your devices manufacturer to unlock your device.
Your unlock code: ########
(edited)
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joeldf
ACE - Guru
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1.2K Messages
11 days ago
If it's only 8, then yes, that's the problem. Stop trying that number now.
If you enter the wrong code too many times, the device will permanently lock and there is no way to get it unlocked without the MCK. Only Samsung has that, and Samsung won't give it to you. They'll want to stay out of it because they'll just think it's stolen, throw their hands up, saying "we know nothing", and will tell you go back to AT&T.
Filing an FCC report may help as it can force AT&T to get it from Samsung (pretty sure they'll know who to actually contact). But it is a hassle.
If you haven't exhausted the number of attempts, and there should be a count-down when you do enter it wrong, don't let it get below 3. Try getting the code again. Only if it's the 16 digit code should you even try.
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