Contributor
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1 Message
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.
ATTHelp
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!
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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