Your phone is not longer active on an AT&T account

On the very first page of the unlock request on the top of the page it says "do you have an AT&T number yes or no" . This phone does not have an AT&T number unless you are actively using it on at&t. So fill in the word no and then finish the unlock request.

So did you “Re-submit your request and select 'no' to the "Are you an AT&T Wireless Customer question".” as directed?

I have tried about 4 times and it gives me the same result, I think it is a web error.

I always choose "No" to the question "Do you have an AT&T mobile phone number?"...it's the only way it will allow me to enter the phone's imei.

Ok, that is clearly an error. Your options are to call and ask for advanced tech support or escalate to corporate by filing an FCC or BBB complaint.

I tried to get help from at&t customer service and they told me since I'm not a customer to contact the person who bought the phone. 

Not surprising. File the complaint if you are sure the phone meets the unlock requirements. I guess it’s possible the phone does not meet the unlock requirements and you are just getting the wrong denial reason. Unfortunately, not knowing the history of phones bought second hand can lead to issues.

We are here to help with your device unlock request, @Jadm1221.

We do understand how important it is to get your device unlocked. 

Thank you to the ACE's for that great information. When submitting a device unlock request you will select no if the device is not currently tied to an account. 

You also want to view our Device Unlock Requirements to ensure your device is eligible to be unlocked. 

The only way for non-customers to unlock a device is using our device unlock portal. You may want to try again in 24 hours to see if you are able to proceed with the process. Also, do not forget to confirm the request in your email.

If you are unable to complete the process, then you will need to contact the original owner to get the device unlocked and or return the device. 

We hope this helps! Thank you for contacting AT&T Community Forums. We are here if you have any other questions or concerns. 

Clarissa, AT&T Community Specialist 

Thank you so much for your help sandblaster!

Hello Clarissa, I have tried so many times that I think the web will ban me from requests for that imei for a month.

I'm sure it's a web issue. I don't know how I could provide the imei for someone to try. I'm pretty sure the phone is eligible to be unlocked.