New Member
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3 Messages
Device Unlock Issues
I am not an at&t customer but I do have an at&t smartphone that I won through a work app called Motorola Insiders. At the time I received the phone, I requested a device unlock and it was approved but everytime I tried to enter I the unlock code it would say it was invalid. I requested the device unlock multiple times yet the unlock code I was provided, via an email from at&t, did not work and the code I was provided, each time I submitted the request, was invalid. I recently submitted another device unlock request for the same device and I still have yet to receive a response. So I would like to know why the unlock code I was provided multiple times when I first attempted to unlock the phone, did not work and if you can remotely unlock my device?
Accepted Solution
Official Solution
ATTHelp
Community Support
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215.4K Messages
11 months ago
Hello Tiacaley88, we're here to help get your device unlocked.
Double check the status of your unlock request by selecting the link in the text message or email that was sent to you. If you have your request number and your device IMEI, you can go to att.com/unlockdevicestatus.
After you have verified your status and followed the steps please check out our instructions page. You would want to make sure the device meets all of the Unlock Eligibility Requirements.
Let us know if this information helps, and thank you for reaching out to the AT&T Community Forums.
Jeff, AT&T Community Specialist
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ATTHelp
Community Support
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215.4K Messages
11 months ago
Hi Tiacaley88, congradulations on receiving an AT&T smartphone as your prize! We understand that you're trying to unlock your new device.
We can't confirm why the device unlock code you've been provided with isn't completing your unlock request without us providing further investigation. In order for us to provide research we'll need to access the account the device was associated with prior to you receiving it.
If a phone is purchased from a non-AT&T authorized dealer or sites like eBay, AT&T may be unable to unlock the device. Before purchasing the device, it's important to make sure the seller performs the unlock request. In some instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the device.
We advise reaching out to the seller to seek further assistance if you're able to contact them because we can't assist at this time given you're not an AT&T customer, and you received the device through a third party. We sincerely apologize for the inconvenience, and we hope you find this information helpful!
You can find more information about AT&T device unlock requests here in the Forums.
Thank you for connecting with the AT&T Community Forums!
Jonye, AT&T Community Specialist
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Tiacaley88
New Member
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3 Messages
11 months ago
I received the device through my job which is cricket wireless which is owned by AT&T. I have been told by AT&T that my device is eligible to be unlocked and was given an unlock code but it said that the code was invalid.
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Tiacaley88
New Member
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3 Messages
11 months ago
It still shows that my device unlock request is still in progress but it was submitted on 06/30/2022 so 8 days ago
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ATTHelp
Community Support
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215.4K Messages
11 months ago
Hello, @Tiacaley88! We want to help you get the device unlocked!
Based on the information you have provided, let's meet in a direct message to further investigate your device unlock request. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
In the meantime, even though you are not an AT&T customer, the device can still be unlocked as long as it meets all the device unlock eligibility requirements.
Look forward to chatting with you soon.
Thank you for reaching out to AT&T Community Forums!
Rachel, AT&T Community Specialist
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