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Phone unlocked but I can’t use a new sim card


Phone unlocked but I can’t use a new sim card

So I got with AT&T to unlock my phone because I was being stationed overseas. They said they unlocked my phone but when I try to use a new SIM card it still tells me my phone is locked. I got with AT&T again to see what the problem was and they told me I had to go on a computer and I guess backup all my info, then wipe my phone, then download everything again from iTunes. The problem I have is I don’t currently have a computer nor do I plan on getting one anytime soon. Is there another way to go about finishing this process or am I just out of luck? My phone is an IPhone 8+.

Message 1 of 5
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Accepted by Jones124
‎08-24-2018 3:25 AM

Re: Phone unlocked but I can’t use a new sim card

Hello @Jones124.


Let’s see if we can help. Our instructions for unlocking an iPhone using another SIM don’t require the computer:


Using a Non-AT&T SIM Card

  1. Remove your SIM card.
  2. Insert the new SIM card.
  3. Complete the setup process.
  4. Once you have completed the process you will receive message in iTunes: "Congratulations your device has been unlocked!"

If that does not work of if you are using an AT&T SIM card, you will have to backup and restore from the computer because the unlock process requires re-activation for the phone. You can arrange to use a computer at an Apple store. If there is no Apple store in your area, you may need to borrow a computer from a co-worker. Thanks for reaching out for clarification!


Dawn, AT&T Community Specialist

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Message 2 of 5

Re: Phone unlocked but I can’t use a new sim card

Just a follow up real quick since I’ve finally gained access to a computer. I’ve done the process several times through ITunes on the computer at this point and I still get the same error message every time and it doesn’t allow me to use the new SIM card from T-Mobile. The message says “the SIM card you currently have installed is from a carrier that is not supported under the activation policy that is currently assigned by the activation server. This is not a hardware issue with the iPhone. Please insert another SIM card from a supported carrier or request that this phone be unlocked by your carrier. Please contact apple for more information.” I know for a fact that my phone is unlocked because I’ve contacted AT&T on multiple occasions throughout the months of June and July to make sure and they’ve confirmed that the phone is indeed unlocked. I’m not sure how to go about fixing this issue at this point.

Message 3 of 5

Re: Phone unlocked but I can’t use a new sim card

Bumping this because I haven’t gotten a reply since my new message

Message 4 of 5

Re: Phone unlocked but I can’t use a new sim card

I have the same kind of message appearing on my iphone 8 plus. did you get any solution to this problem?

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