Trying to unlock a paid off phone but ATT system saying it has not been paid off

you need to call them 1-800-288-2020 

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@Mariebonheur wrote:

Trying to unlock a paid off phone but ATT system saying it has not been paid off?

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How long has it been paid off? Are you still an AT&T customer? Are you the original owner of the phone?

If the phone is still associate to their account, There would be limitations on when the phone can be unlocked (depending if they were a pre-paid or post-paid customer).  Your best bet is to have them go through the AT&T Unlock process or give you a refund.

refund

I own an iPhone 7 Plus, paid in full. Tried to unlock it on AT&T’s website since the phone had previously been used there. I received the message “looks like you haven’t paid off your device yet. Follow these steps tp pay off your installment plan”. The device was paid off long ago. I called AT&T and was told there is no money owed on the phone, but I must be an AT&T wireless customer to get it unlocked ( I have AT&T uverse and internet for 6 years but that counts for nothing apparently). I went to an AT&T corporate store, opened a no contract wireless account, tried to unlock the phone, and still get the same message. Now I’m being told because it’s a new account, AT&T will not unlock the phone anyway. Is it possible that AT&T uses that message on their unlock device site “haven’t paid off device” in bad faith to get around the cellular carriers CTIA Commitment, or is this just a technological oops? Need help to unlock this phone.

I own an iPhone 7 Plus, paid in full. Tried to unlock it on AT&T’s website since the phone had previously been used there. I received the message “looks like you haven’t paid off your device yet. Follow these steps tp pay off your installment plan”. The device was paid off long ago. I called AT&T and was told there is no money owed on the phone, but I must be an AT&T wireless customer to get it unlocked ( I have AT&T uverse and internet for 6 years but that counts for nothing apparently). I went to an AT&T corporate store, opened a no contract wireless account, tried to unlock the phone, and still get the same message. Now I’m being told because it’s a new account, AT&T will not unlock the phone. Any suggestions?

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@Firefighter911 wrote:

I own an iPhone 7 Plus, paid in full. Tried to unlock it on AT&T’s website since the phone had previously been used there. I received the message “looks like you haven’t paid off your device yet. Follow these steps tp pay off your installment plan”. The device was paid off long ago. I called AT&T and was told there is no money owed on the phone, but I must be an AT&T wireless customer to get it unlocked ( I have AT&T uverse and internet for 6 years but that counts for nothing apparently). I went to an AT&T corporate store, opened a no contract wireless account, tried to unlock the phone, and still get the same message

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Oh no...

My initial guess was that you needed to make the request as a non-customer, if you weren't already. 

However, AT&T's policy states prepaid account must be open for 6 months before phones will be unlocked, so I fear you might have really put yourself in a pickle. 

Personally, I think AT&T should waive that requirement given the circumstances and the bad information (you don't have to be an AT&T customer), but no one you can contact will be able to do that. File an FCC complaint. Someone from escalations will contact you. Hopefully that person will do the right thing.