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MSatnt's profile

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Wednesday, June 7th, 2017 7:55 PM

Problem unlocking paid off iPhone 5s

Friend from US gave me his old paid off phone (iPhone 5s) as a gift.

Before i got it, it was last used in May '17 with a "TouriSIM" SIM card, bought in Germany, running "H2O wireless", provided through AT&T

(https://tourisim.de/de/h2o-prepaid-sim-usa/)

 

Now i would like to use it in Germany with my local provider. Trying to set it up it says the sim is not supported because of lock.

 

When i try to unlock it at att.com/deviceunlock 

a) as Non-AT&T customer i get this message:

Unfortunately, your unlock request was denied because:Your device is currently active on another AT&T customer’s account.

b) as AT&T customer with number provided through "H2O wireless" SIM this one:

We can’t unlock this device for you. See if your current wireless provider can help you unlock it.

 

Need assistance please. Thank you.

Community Support

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230.7K Messages

7 years ago

Hello @MSatnt,

 

It was very nice of your friend to give you their old phone as a gift to use it with your local carrier. One of my friends had also given me a phone once as a gift when I needed one. It would be a joy for me to assist you! Smiley Happy

 

If the phone was able to be unlocked by the previous owner, and used with a separate device, there would be no need to attempt to unlock the phone now. Meaning if the phone was able to work with a non AT&T SIM card, it would already be unlocked, and would be able to be used with your local carrier in Germany.

 

I do want to make sure we are able to get everything taken care of for you. I’ll also be reaching out through private message, just to gather a few more details from you. Please be on the lookout for this, as it will be arriving very soon in your Forum’s Inbox!

 

I am positive together we will be able to work toward a resolution. I wish you a wonderful rest of your week!

 

Austin, AT&T Community Specialist

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