4 Messages
Current Unlock Status: We can’t unlock your device because it’s no longer active on an AT&T account.
I recently bought a phone that's been fully paid off but is locked to the AT&T network. While trying to unlock it, I selected "No" when asked if I have a mobile number with AT&T. I continued the unlock request and the final response was-
" Current Status- Denied. We can’t unlock your device because it’s no longer active on an AT&T account. Resubmit your request and select No when asked, 'Do you have a mobile number from AT&T?'."
It's been a loop of selecting no, as I have tried multiple times. Can I please get help with this? I just want to find a way to get that unlock code and use my new phone.
Accepted Solution
dwill05
ACE - Master
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11K Messages
3 months ago
AT&T won’t DM you. All they will tell you to do is contact them.
https://www.att.com/support/contact-us/
If you aren’t the original owner who had the phone on an account with AT&T, they likely won’t help. In that case, you may have to file a BBB or FCC complaint to get it escalated to upper management.
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l0lvee
4 Messages
3 months ago
Also, the request ID is: (Edited as per the community guidelines)
I'm hoping to receive a DM request from AT&T so I can dispute this,
Thank you.
(edited)
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ATTHelp
Community Support
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232.9K Messages
3 months ago
Hello @l0lvee,
Please be mindful about sharing your personal details like, Phone number, email id, IMEI number, account number, last name, Credit/Debit card number, order number, Driver licence details, address. This is a public forum and your privacy is very important to us. As per AT&T Community Forum's guidelines http://sm.att.com/b9b8aa02 your personal details will be scrubbed. Have a great day!
Regards,
AT&T Moderator
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l0lvee
4 Messages
3 months ago
@ATTHelp
Sorry for sharing the number, but the request I made has still been ignored. What can I do to get the phone unlocked?
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l0lvee
4 Messages
3 months ago
Thank you so much. Do you know how long those complaints would take, and what would happen after filing one?
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dwill05
ACE - Master
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11K Messages
3 months ago
Usually you’ll be contacted a couple of business days after you file the complaint.
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ATTHelp
Community Support
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232.9K Messages
3 months ago
Hi @l0lvee,
We understand that you would like to unlock the device, let's walk you through the right path.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for reaching out on AT&T Community & Forums!
Bruce, AT&T Community Specialist
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