AT&T Community Forums

AT&T says my phone is prepaid when it's not

I've been trying to unlock my Motorola razr+ that was bought on a postpaid installment plan. I've paid off the installment plan and have been trying to unlock the phone, but every time I try, it gets denied and says that it's a prepaid phone and I need to do it through the myATT app. When I go to the app and try to do the unlock, I get redirected to the website and go through the same process again, and it gets denied every time. This phone has never been on a prepaid plan and does not have a prepaid SIM (or any SIM for that matter). Is there something I'm missing here?

Responses

ATTHelp

Community Support

•

232.9K Messages

4 months ago

Hello @drmusic45,

We hear you, and we would like to help you with device unlock.

Please ensure that the device meets the below unlock requirements:

AT&T phone or device
Not active on another AT&T account
You must wait 60 days from purchase date (Installment Plan pay off & Pay in Full).
Not reported as lost or stolen or involved with fraud.
Account is not past due if less than 30 days.

You can submit a request a device unlock using the link: https://www.att.com/deviceunlock/. Once you submit the request, we will review the details and help you further with unlocking the device.

Hope this helps! Feel free to revert further assistance.

Thank you for contacting AT&T Community & Forums,
Veronica, AT&T Community Specialist

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