3 Messages
Device unlock help
I went to att.com unlock device and submitted request.
for my Samsung A12 phone
I have had for multiple years
Bill is up to date.
it is not a prepaid phone I bought directly at a ATT store with 3 other iphones.
I get the email with below info.
Hi Christopher,
Your AT&T PREPAIDSM phone comes with a device unlock app on it. Please use this app to make your request.
Thanks for choosing us,
AT&T
I need to unlock this phone as I switched carries and moved my number already.
now I have a non working phone for calls and texting.
formerlyknownas
ACE - Sage
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118.4K Messages
10 months ago
Well as we say so often you should always unlock your phone before you switch service providers. Because you're right you can't use the phone because you didn't unlock it before switching. It now could take a couple of weeks before your final bill registers as paid
The a-12 is sold for prepaid. Does not matter if you used it on postpaid. Search the app drawer for the unlock app which is probably labeled something AT&T unlock. You could try submitting as an existing customer with your security pin code. Your account would probably not be off the system yet.
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ATTHelp
Community Support
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232.9K Messages
10 months ago
Hello, we're happy to provide the information to help you resolve the concern.
Like Ace mentioned, you can unlock the device by following the instructions given in the link below:
Unlock your device
If the above steps do not help, you can contact our prepaid support team on 800-901-9878 for further assistance.
Hope this information helps.
Thank you for visiting AT&T Community Forums!
Kelly, AT&T Community Specialist.
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LCJ
3 Messages
10 months ago
That number is an automated system that will not help with unlocking a device.
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ATTHelp
Community Support
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232.9K Messages
10 months ago
Hi, thank you for contacting AT&T Community Forums.
We're here for you, we understand your situation. Please meet us on a DM for better assistance. We have already initiated a DM for you.
Donald, AT&T Community Specialist
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LCJ
3 Messages
10 months ago
Donald you are awesome.
Thank you for helping me unlock my phone.
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bonidambi
2 Messages
6 months ago
I am from Ethiopia my phone is locked network when request unlock appear me this message "You have an AT&T PREPAIDSM device. You must use the Unlock app on your device to unlock it.'' so what's trouble?
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Juniper
ACE - Expert
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32.5K Messages
6 months ago
@bonidambi
If the phone is AT&T PREPAID you will need to use the app on the phone.
However if it is not PREPAID, but the phone is not on an active AT&T account, then on the unlock portal to the question "Do you have a mobile number from AT&T?" you need to answer "NO" as it is not an active number for you anymore.
https://www.att.com/deviceunlock/
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chrisawelch
2 Messages
23 days ago
I have an AT&T prepaid phone. It's a Galaxy A12. I did the online unlock request and it said I had to use the app. But the app doesn't exist on the phone. When I go to google play to download it, it says it's not available on my carrier. But, it has no SIM in it. I haven't used the phone in over 2 years. There is NO carrier on it. Soooo, what do I do? Is it trash?
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Juniper
ACE - Expert
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32.5K Messages
23 days ago
@chrisawelch
That would be the AT&T prepaid unlock app. Naturally phone must be on AT&T service to have it preloaded or to download it. Another carrier cannot provide you something from AT&T.
Not having used it in over 2 years also has the possibility the IMEI has been purged from their system.
If used again with AT&T service, I don't know if that would reset the timeframe for unlock eligibility.
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joeldf
ACE - Guru
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1.3K Messages
23 days ago
@chrisawelch
Are you sure you selected to correct unlock app in Google Play?
There is only one that works, but there are others that look similar and even say "AT&T" in the app name, but are not the right one.
It should look like this and actually say it's from "AT&T Services, Inc."
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