Unlock Denied

We want to help you figure out why your request is being denied, and help you get your phone unlocked @kindav.

We'd like some additional information about this device, and the circumstances around these failed unlock requests, in order to reach the best possible solution. For this reason, please answer the following questions for us:

• Does your device meet the remaining unlock requirements? We understand your device has been paid off and you don't owe any balance on an account, but please confirm if:
  • This is an AT&T device, that isn't active on another AT&T account.
  • This device hasn't been reported as lost, stolen, or involved with fraud. 
• When your unlock request is denied, is there any additional information in the refusal notification? This will help us determine what requirement needs to be checked specifically, as an error there may be the root cause of repeated incorrect denials. 
• Where did you purchase this device from? If it was from a third-party seller, such as eBay, then you'll need to reach out to them and request that they submit the unlock request for you. 
• Do you currently have an AT&T account? If not, make sure to answer "No" to the first question when you go to unlock your defvice. 

Please share the above information with us, as this will help us determine our next steps and if this needs to go into a DM.

Dylan, AT&T Community Specialist

I purchased the phone in a walmart store. It is branded with the AT&T logo on the back and has the blue AT&T logo come on screen when booting up. I no longer have phones with AT&T and I do not have a balance due with AT&T. I have had the phone over 5 years. No reason was given as to why the unlock was denied. I did mark NO to the question about having a AT&T account.

This device hasn't been reported as lost, stolen, or involved with fraud.

Thanks for reaching back out, @kindav.

We want to review your concerns further and bring you into a Direct Message for further help. Please check the message icon in the upper portion of the page and reply. We look forward to assisting you further with your unlock concerns and confirming if a resolution is available. 

Thanks for reaching out to AT&T Community Forums for help.

Lynn, AT&T Community Specialist