Tutor
•
5 Messages
Unlock Denied for new Phone - ATT said device is in use on another account
I purchased a Lumia 640 on Amazon. It came new in the box (as a GoPhone).
I went through the website to unlock the phone and eventually recieved a reply that my request was denied:
"We're unable to process your request because the device is currently active on another AT&T customer's account."
Since this is a new in the box phone, I find that hard to believe. I have double checked the IMEI I provided against what is printed on the phone and it is correct.
How can I get this fixed? ATT doesn't provice any useful information or contact information for this problem. Calling a general 800# without an account and getting bounced around and stuck on hold between phone support people does not sound fun or very promising.
jt212s
Professor
•
1.1K Messages
8 years ago
Hi @nate640,
How are you submitting the request on the website? Are you submitting it as a customer or as a non-customer?
Either way, I would recommend reaching out to @ATTMobilityCare (click the username to open a pre-addressed private message) with your contact info, account info if you're a customer, and the IMEI number and the details of the unlock request. They'll get back to you in a few days. They may get back to you by private message, so be sure to check your email and forum inbox.
0
0
ML0815
Guru
•
408 Messages
8 years ago
I am so sorry you are having device unlock issues with a GoPhone device due to incorrect / incomplete information. I know how frustrating it is, I have learned from it. I can help you with that!
There is no need to contact our support team just yet. Part of the requirements for submitting a device unlock request for a GoPhone device is: "GoPhone devices must be active for at least six months of paid service before unlocking."
This requirement is available for review via both, the AT&T Wireless Support Article: https://www.att.com/esupport/article.html#!/wireless/KM1108214 and the Device Unlock Portal: https://www.att.com/deviceunlock/?#/
0
0
nate640
Tutor
•
5 Messages
8 years ago
account. No other issue was stated.
0
0
nate640
Tutor
•
5 Messages
8 years ago
I purchased three of these phones at the same time.
The other two unlock requests were approved. I would still like to know why one was denied.
0
0
jt212s
Professor
•
1.1K Messages
8 years ago
Hi @nate640,
In that case, please do reach out to @ATTMobilityCare (click the username to open a pre-addressed private message).
0
0
nate640
Tutor
•
5 Messages
8 years ago
Thank you jt212s.
I sent them a message earlier per your suggestion. Waiting on a reply.
0
0
nate640
Tutor
•
5 Messages
8 years ago
As an FYI for anyone else having this issue: In my case the Walmart claims to have this phone sitting in a warehouse or on a shelf somewhere. If I were to guess it was probably resold via retail aribrage and Walmart screwed up when it was purchased. Per the instructions of the Customer Support rep that I messaged (not the one who responded in this thread), I will be providing proof of purchase to get the issue resolved.
0
0
David606
Employee
•
3.5K Messages
8 years ago
All GoPhones require 6 months of active prepaid service before they can be unlocked. Submitting a proof of purchase doesn't change anything because if that phone was never activated or it doesn't meet the 6 month requirement, it won't be unlocked.
If other phones slipped through the cracks and got unlocked, they were not supposed to be unlocked unless they met the requirements.
0
0