Explore & discover

Helpful Links

Cannot submit unlock request (device you want to unlock is active on another AT&T account)

Contributor

Cannot submit unlock request (device you want to unlock is active on another AT&T account)

I used to be AT&T customer, then I switched to another career which leases AT&T network (black wireless). I meet the eligibility requirements.

 

I'm trying to submit phone unlock request, but it shows me following error: 

Looks like the device you want to unlock is active on another AT&T account. The owner has to remove it from their account first. Did we get that wrong? If you're the owner, call 800.331.0500 or 611 from your mobile phone to confirm.

 

I tried to follow these instructions, but without luck: 800.331.0500 tells me that I need to contact my career (but my phone is locked under AT&T, not under black wireless, why would I contact them?). 611 is not reachable since I'm not on AT&T network anymore.

 

Please help. Suggest my next steps.

Thanks!

 

1,614 Views
Message 1 of 5
Administrator

Re: Cannot submit unlock request (device you want to unlock is active on another AT&T account)

Hello @killboy_1,


This is Denise, with AT&T’s Community and Forums Team. I’m sorry to hear you having difficulty unlocking your phone. I will be more than happy to help!


To get started, I will need a bit more information. Please respond with your full name, old account number, a good contact number, and any additional details you feel will be helpful. Once I hear back, I will be able to look further into this for you.


I look forward to your response. Take care and have a great day!


Denise, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 5
Contributor

Re: Cannot submit unlock request (device you want to unlock is active on another AT&T accoun

Hello Denise,

 

Thanks for your response. I will be happy to provide more information, but not publicly (which is the case if I reply here).

Where and whom should I write my information to?

Message 3 of 5
Administrator

Re: Re: Cannot submit unlock request

Hi there killboy_1,


Thank you for responding. You can send the information requested to @ATTCares. I apologize for the mix up.


Thank you again!


Denise, AT&T Community Specialist   


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 5
Contributor

Re: Re: Cannot submit unlock request

 

I'm trying to submit phone unlock request, but it shows me following error: 

Looks like the device you want to unlock is active on another AT&T account. The owner has to remove it from their account first. Did we get that wrong? If you're the owner, call 800.331.0500 or 611 from your mobile phone to confirm.

 

1. The phone is with me and not active on any other customer

2. I tried calling 8003310500 but no use. The rep suggested me to call again as he find no clue.

 

Could you please suggest me how to get unlock code  now ?

Message 5 of 5
Share this topic
Share this topic
Additional Support