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Unlocking device iPhone 5 returns error: We're sorry. We can't unlock this device.

I have an iPhone 5 that is paid off and still active on AT&T. I want to unlock it so that I can move the SIM card to a newer phone and sell the iPhone 5.When I enter information in https://www.att.com/deviceunlock/ , it identifies the IMEI number as Apple iPhone 5 Model A1428.When I press the submit

Questions

 • Apple

977

5

0

0

Accepted Solution

Official Solution

Sim unlock code

I've just moved to Canada and I can't use my phone as there's a sim network unlock code blocking a new sim card where do I find the unlock code

Questions

 • Wireless Account

1.1K

1

0

0

Accepted Solution

Official Solution

AT&T Refuses to Unlock Phone After 3 Years

I have an iPhone that was on a corporate account for about 3 years.  When I left company, they let me keep the phone since it was paid for after 2 years.  I decided to keep AT&T service but switch to a pre-paid account.  Someone at my local AT&T store helped me move everything over the the personal

Questions

 • Wireless Account

2.8K

1

0

0

3 unsuccessful unlock request

I have submitted 3 unlock requests for an iPhone 8 I paid off about a year ago. 2 of them were submitted as they instruct us to do which is through the online portal. One of them was submitted through one of the customer service reps through the online chat. All three have been unsuccessful. The gen

Questions

 • Wireless Account

107

2

0

0

IMEI does not match when unlocking device

I am trying to unlock my wifes phone which is a Galaxy 6 edge + which we purchased through AT&T at the store.  The phone is paid off and I do not owe a balance on our bill.  I have tried 4 times now to unlock this device and I keep getting the message that the device IMEI is not on the AT&T network.

Questions

 • Android

313

1

0

0

Unlock iPhone 6 plus

Hi, I have submitted 2 requests online on the 20th but got denied. I called Customer service and spoke with Antonio on the 20th and he submitted another request and I was told I will receive an email notification on the 22nd. I did not. So I called customer service again on the 22nd and spoke with J

Questions

 • Apple

178

1

0

0

Unlock my iPhone after pay off !

I can’t unlock my iPhone 7 after paying off cause the unlock portal said that the iMEI number not Match AT& T device. I don’t understand where is the problem !! Please help me @ATTmobilityCare

Questions

 • Apple

608

1

0

0

unlocks denied, rude employee hangs up on me

Did unlocks on two iPhones on my account. All info good. Failed. Asked for manager and she tells me it is maybe because the passcode I entered is one they forced me to set up earlier, so the unlock system did not have it?? Then she hung up on me. Nobody can put me in touch with one of the 250,000 AT

Questions

 • Wireless Account

177

8

0

0

Received Unlock email from AT&T but NO Unlock Code in that email

Hi , I had submitted the request to unlock the Samsung S6 phone, and as per the status it is completed. Also i had received the instruction how to unlock the phone, but the unlock code is missing in that email. The request # is ***. ===========Device Unlock Status - CompletedDevice Unlock Support |

Questions

 • Phone & Device Upgrades

1.4K

6

0

0

Device unlocking issues

Hello, I've tried calling customer support 4 times and went into 2 different stores, hopefully someone here can help. I'm trying to unlock my Galaxy S7 and it keeps putting out the "not an AT&T device" error. I've had the phone for 8 months and it is completely paid off.  I've only used it with AT&T

Questions

 • Samsung

231

1

0

0

Receiving Error when trying to submit Unlock Device request through ATT Device Unlock page.

Hello, I'm trying to Unlock my Samsung Galaxy S5. Everytime I go to the www.att.com/deviceunlock website I am receiving an error as soon as I enter the IMEI of the phone.It specifically says:"We do not have a record of the IMEI you entered. Please verify the IMEI entered is correct by dialing *#06#

Questions

 • Samsung

836

3

0

0

Unlock the device that is paid off - ATT is not unlocking this device

I have been trying to unlock my Samsung Galaxy S7 Edge for few months now. I paid off the device and made sure that I was no longer under contract . I keep talking to representatives on phone and text and all they do is create case after case. They say it will resolve but the result of the case if n

Questions

 • Other Phones & Devices

275

2

0

0

Not prompted to enter unlock codes on samsung galaxy s4

I have received unlock codes from at&t for two samsung galaxy s4 phones that I plan to use with non-at&t sim cards. The instructions say to remove the battery, replace the same card with a non at&t one, to put that battery back in, turn the phone on, and then enter the code when prompted. I have fol

Questions

 • Samsung

285

4

0

0

Holiday Topics

  Hello Community!   We here at AT&T understand how frantic the holiday season can get! From finding the right gift, to planning the perfect dinner, or just trying to stay sane during that layover in Tuscon, we appreciate how much energy is needed to pull off an amazing holiday!  

Questions

 • Wireless Account

1.5K

4

0

0

ATT unlock site is saying my IMEI number is not correct - so i cannot move forward to unlock.

I know this IMEI code is correct because the rep at ATT found it and said it was blacklisted - I know for a fact the phone is not stolen or under contract as i paid cash for the phone through my work and let my FIL use it and then he changed providers and gave the phone back to me. now i need to set

Questions

 • Samsung

233

1

0

0

Device Unlock not being processed in a timely manner

I submitted my device unlock request yesterday and when I tried to follow up on it today it took me talking to 3 different people to find out that it will take a week.  The FCC says that it should be two business days and https://forums.att.com/t5/Windows-Phone/Unlock-Phone-Things-To-Know-From-AT-am

Questions

 • Wireless Account

128

4

0

0

Unable to unlock device under ATT Next Plan

Hi -    I'm trying to remain calm about my entire ordeal, but I'm to the point where I may end up having a stroke due to the frustation that I've encountered today.    I connected via your Live Support Chat in an effort to have my new phone (purchased via ATT Next Plan) unlocked. This process is not

Questions

 • Samsung

4.8K

5

0

0

Trying to unlock iPhone: “Looks like your IMEI and phone number don’t match”

I am attempting to unlock my iPhone ahead of a European trip in July.  Unfortunately, I receive this message after correctly entering both my AT&T phone number and the IMEI number obtained via *#06#   i purchased a new iPhone 6S plus through AT&T several years ago, and received a replacement phone f

Questions

 • Apple

136

2

0

0

Unlocking a factory reset device

I need help unlocking my Galaxy Note 4. It's had a factory reset done on it. It's fully paid for and my carrier was AT&T. I want to give it to my son and he uses a different carrier. I was sent an unlock code but it doesn't work on a device that's been reset. Now what do I do?

Questions

 • Android

1.8K

1

0

0

Device Unlock Portal failed

In 2013 I paid full price for a Samsung Galaxy S2 (SGH-i727) phone, and selected a monthly plan, at an AT&T store.  Less then a year later I changed to GoPhone pre-paid service. I was assured that the phone was mine without any encumbrance.  I used GoPhone for a couple of years.  A few months ago I

Questions

 • Wireless Account

432

8

0

0

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