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The Samsung Galaxy S24
angel4545's profile



1 Message

Thursday, September 12th, 2019 7:15 PM

Unlock phone request - upgrade error message- replacement refurbished phone

I am trying to unlock a phone that was paid off months ago.  My ATT account is closed and paid off (actually, I'm due a balance) over a month ago. 


When I try to use the unlock device webpage, I get a message saying that I recently upgraded and need to wait 14 days.  I initially got this message a few weeks ago when I tried to unlock, but since we had recently closed account, I thought I needed to wait.  It's now been over a month since the account was closed.  There has been NO activity on my account in the past month, but I am still getting the message that I need to wait 14 days due to a recent upgrade. 


Please advise with how I can unlock my phone, please.  I have paid my contract.  


UPDATE:  After doing some research, I think I know what the issue is, but still don't know how to resolve.  My original phone (Samsung S7) was insured, and when it stopped charging, I was given a new (refurbished) phone by the insurance company.  All of this was done through the AT&T insurance provider.  The refurbished phone I was given was a Samsung S8.  My installment plan for the phone was paid in June 2018, but it doesn't show that THIS phone was paid off, because this was the replacement phone I was sent by the insurance.  


PLEASE HELP!  I even went to the ATT store, and they gave me a  phone number to call.  That person "transferred" my call to someone else, and I was disconnected.  I would like to figure this out ASAP.

Community Support


232.1K Messages

5 years ago

Hello angel4545,


To fully assist with this issue further, we will need to look over your account in more detail. I am sending you a private message (PM) to help in this matter.


Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.


I look forward to your response and the opportunity to help you!

Makaela, AT&T Community Specialist.

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