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JeremyMatlock's profile

New Member

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7 Messages

Wednesday, July 26th, 2023 4:58 AM

Device Unlock errors

It's impossible it seems like. The process they send you through doesn't allow me through via phone number and when using IMEI it says there's another account active on the device. How?

I've factory reset several times, I've re-installed the OS via bootloader with the exact same OS. This was a problem before and after all of this. Someone help!!

The chat breaks during use and makes it unusable for me, calling the support number only give me a bot which then hangs up when I describe the issue.

No clue what my account number is, no access to my account. Have already removed & destroyed the SIM card. Someone help! Im tired of bots.

This has been going on for well over 3 months

Accepted Solution

ACE - Sage

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117.8K Messages

10 months ago

If this is a secondhand phone, can the person who originally owned the phone go through the unlock process for you? If you purchased it on ebay, eBay has a help function and you can go through that to kind of encourage the person who formerly owned the phone to request the unlock.

The problem comes in if this is a business which is just taking a bunch of older AT&T phones that have never been used on AT&T, or at least are no longer registered in AT&t's system, the only way to get the phone unlock is to meet the minimum usage requirements, then unlock as a customer.  

My advice is don't buy used phones. I also don't recommend AT&T phones. Even if they are unlockable. There's a reason AT&T carrier branded phones are cheaper

ACE - Sage

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117.8K Messages

10 months ago

I post this every single time: it is easier to get a phone unlocked if you are an existing customer rather than a former or a non-customer.   

If you are no longer a customer, you can't use chat.  Prepaid cannot use chat.

If you are requesting the unlock as a non-customer and your account is not yet canceled on AT&t's end, you would get the message that the phone is active on someone's account, that account being yours.

If you are postpaid customer and your last bill is not yet paid, You would probably be denied unlocking.

Factory resetting the phone or doing something else to the phone has absolutely no effect on whether it will be carrier unlocked or even eligible to be carrier unlocked. I don't know why you think that has anything to do with it.

New Member

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7 Messages

10 months ago

@formerlyknownas Yes, the chat does indeed work for non or former customers. No, the supposed active account is NOT mine. My account was closed from inactivity. That's not my account nor has it been the entire time. The mentioned account doesn't exist is the issue.

ACE - Sage

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117.8K Messages

10 months ago

But you're being told that the phone is active on another account? This could be any AT&T related account including an MVNO.

Is this a second hand phone?  Perhaps whoever owned the phone before you did has not removed it from their account?

There's a whole lot of mixed up information between your first and your second post.

The missing information may be whether or not the phone is eligible to be unlocked at all?   

New Member

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7 Messages

10 months ago

@formerlyknownas 

That seems to be the issue. A module blocks software changes when it comes to the carrier. I was thinking it's not possible at all. There are no sim card in the device and no currently active accounts at all. It does not show in the last owners devices (was checked) so I'm clueless here.

New Member

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7 Messages

10 months ago

@formerlyknownas so it was a handed down device. But everything was made sure to be removed before then. So idk what's going in. I was told based on an error code theres a physical module in the motherboard that prevents the carrier from being changed/removed. Is that actually a thing ATT can do? If so then what's the point?

Community Support

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232.3K Messages

10 months ago

Hello, @JeremyMatlock! We understand the importance of getting the device unlocked.

 

Thank you to the ACE for their helpful information!

 

Let's meet in a Direct Message to further investigate the error message received from the 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). Once you are there, we can continue the conversation over the phone, or in chat if you would prefer.

 

We look forward to assisting you!

 

Rachel, AT&T Community Specialist

 

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