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Help unlocking AT&T Surface Duo?

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ITMASTER

Senior Member
Jan 30, 2008
302
22
Yerevan
I got my device and called MS support, guy was very helpful even didn't asked for AT&T case just escalated to upper support level and told me will get my code via email within 4-5 business days. also provided case number in case I will not receive code next Monday I will contact them. Hope will get it soon.
 

ITMASTER

Senior Member
Jan 30, 2008
302
22
Yerevan
I got my phone from Ebay. I live in Sweden.
It is network locked to AT&T.
When I tried to unlock it on https://www.att.com/deviceunlock/.
It gives me the message:
"Looks like you haven't paid off your device yet."

Should you´ve tried to call Microsoft anyway and hope they don´t ask for AT&T-Request number? Or any other ideas?
I am sure this type of device Microsoft will not unlock, as its a AT&T active contract device, which has payments on it. You can try to MS but they will check this with AT&T first. In my case I get error when I applied to AT&T device unlock,

"The manufacturer doesn't have an unlock code for this device"​

I called MS they didn't ask for case , guy says he is escalating my case to upper levels and I will get my code within 4-5 business days. But before that he asked me to wait and check something I think they are checking if the device it not active on AT&T. You can try anyway.
 

loudog3114

Senior Member
Mar 1, 2007
610
93
Is anyone just not getting anywhere with this? I am on day 11 now waiting and the rep from Microsoft keeps telling me it's coming but I've got no evidence that it is.
 
Is anyone just not getting anywhere with this? I am on day 11 now waiting and the rep from Microsoft keeps telling me it's coming but I've got no evidence that it is.
FWIW, I started the process with Microsoft on June 2nd. I got the unlock code on June 28th. I would have assumed that a month later it would be a bit faster--obviously not.
 

loudog3114

Senior Member
Mar 1, 2007
610
93
They told me 4-5 business days. and if I will not receive email will call back to them with my case number next Monday. Hope will get by the end of the week :)

Took me 12 days. Got a code, it didn't work. I tried the trick of replacing the 0 at the end with 1-9 and it still didn't work. So I told them it didn't work, and they sent another one. The new one also didn't work. BUT, I substituted the 0 at the end of that one for 1-9 and it worked when I got to 6.

If I was looking at this thread thinking about buying one of these... save yourself the headache and spend another 100 bucks on an unlocked one.
 

ITMASTER

Senior Member
Jan 30, 2008
302
22
Yerevan
I got my code today I wait 3 days, at first code doesn't worked, based on the other guy who posted that changing last digit will work I followed to that and after trying 2-3 different digits I succeeded at 8 ) my device is unlocked now :)
 

LonOrenstein

Member
Jul 29, 2021
5
1
Thanks to everyone for your contributions!

I got my code from Microsoft but I'm having trouble getting the Duo unlocked. MintMobile is my carrier and they say I have to unlock the phone first. I tried to put in their SIM and it prompted me for the unlock code which was accepted. Then it asked for a SIM Network PIN -- does anyone know what that is? I've entered my screen lock and that didn't work. I asked Microsoft about it and they didn't know.

Any ideas?

Thanks,
Lon
 

ITMASTER

Senior Member
Jan 30, 2008
302
22
Yerevan
Thanks to everyone for your contributions!

I got my code from Microsoft but I'm having trouble getting the Duo unlocked. MintMobile is my carrier and they say I have to unlock the phone first. I tried to put in their SIM and it prompted me for the unlock code which was accepted. Then it asked for a SIM Network PIN -- does anyone know what that is? I've entered my screen lock and that didn't work. I asked Microsoft about it and they didn't know.

Any ideas?

Thanks,
Lon
Sim network pin is provided with SIM usually there is a piece of paper with that. Tell them to provide you SIM PIN that has nothing to do with DUO unlock.
 

LonOrenstein

Member
Jul 29, 2021
5
1
Thanks again, ITMASTER! Yes, I have a code from MS and I entered it and now it asks for a SIM Network Unlock PIN. I've been working with Mint Mobile support and they claim this is from AT&T -- AT&T doesn't want to turn loose of the phone. When they checked the IMEI number, it shows it's unlocked. When I put in the Mint SIM, it immediately asks for this PIN. I've entered two PUK numbers Mint gave me and they didn't work. I've responded to MS and asked them to escalate the case but it looks I'm in Ping Pong Hell. I'm hoping someone in this community has had the same problem.

Take care,
Lon


You said you have a code from Microsoft for network unlock? If you don't have need to contac MS support and ask for unlock code
 

ITMASTER

Senior Member
Jan 30, 2008
302
22
Yerevan
Thanks again, ITMASTER! Yes, I have a code from MS and I entered it and now it asks for a SIM Network Unlock PIN. I've been working with Mint Mobile support and they claim this is from AT&T -- AT&T doesn't want to turn loose of the phone. When they checked the IMEI number, it shows it's unlocked. When I put in the Mint SIM, it immediately asks for this PIN. I've entered two PUK numbers Mint gave me and they didn't work. I've responded to MS and asked them to escalate the case but it looks I'm in Ping Pong Hell. I'm hoping someone in this community has had the same problem.

Take care,
Lon
If you entered and still asks for SIM Network Unlock PIN it means your code as mine and others is not rigt, what you need to try is change the 0 at the end of the code each time you enter when you success you will not see that SIM Network Unlock PIN again. Read the quotes in this post you will understand
 

LonOrenstein

Member
Jul 29, 2021
5
1
If you entered and still asks for SIM Network Unlock PIN it means your code as mine and others is not rigt, what you need to try is change the 0 at the end of the code each time you enter when you success you will not see that SIM Network Unlock PIN again. Read the quotes in this post you will understand
YDP = You Da Person, ITMASTER! This was confusing -- I thought the Duo was unlocked since the first code said Success (and Mint said it was unlocked). But, doing a factory reset, then after changing the last number from 0 to 6 to 8 to 1 to 2 to 3 -- bingo! That worked. Thanks again for your help!
Take care,
Lon
 
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Ken_crazy_wang

New member
Aug 9, 2021
2
0
Can the owner help me and apply for an unlock code? Currently login att's unlock always prompt network error, then contact MS, always China
phone imei:353982520934615
 

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  • 4
    I can confirm that you no longer need to involve AT&T at all to unlock the code.
    1. Call Microsoft Support at (800) 642-7676
    2. Choose Home User
    3. Choose Surface Support
    4. Ask for a Surface Duo specialist
    5. Ask to unlock your Microsoft Surface Duo phone
    6. Provide them with your phone's...
      • IMEI (Settings -> About -> IMEI)
      • Serial number (Settings -> About -> Model & hardware -> Serial number)
    A turnaround time of 4 (business) days was given and I just received my unlock code via email right on schedule this morning (8/11/2021 -> 8/16/2021 = only 3 business days).

    Don't bother with the Unlock your AT&T phone or device page, which has detailed instructions to unlock your specific device (PDF, 572KB). The reason why is that the Microsoft Surface Duo isn't even listed. I was unable to find any official documentation from Microsoft or AT&T on how to complete the unlock process once you receive the code, but it turns out that it's pretty straightforward:
    1. Power off the Duo
    2. Remove the AT&T SIM card
    3. Insert a non-AT&T SIM card
    4. Power on the Duo
    5. Enter your PIN/password to unlock the screen
    6. A giant full-screen form will appear that says "SIM network unlock PIN"
    7. Note that the other screen will not react to taps
    8. Tap on the line and enter the unlock code supplied by Microsoft
    9. Tap Unlock
    10. A message should appear that the phone has been unlocked
    11. If that doesn't work, try replacing the last digit with a different number, then tap Unlock
    I was lucky in that the exact code they provided worked for me the first time.

    On a related note, if you happen to want to use your previously-locked-to-AT&T Duo on Verizon (or any of the offshoots like Xfinity Mobile) you will need to get them to enable the "CDMA-less" option for your line/account. This will require a phone call. I'm still working on getting Xfinity Mobile to understand what I'm asking for. Without it, you won't be able to receive text messages.
    2
    I just called the support number to get my unlock code. The rep seemed to immediately know what was going on, collected the IMEI and SN, and said he'd call me back with the unlock code within 3 days. Did not ask for the ATT Case Number.

    I'll post an update.
    I just wanted to post an update. I just received a phone call from Microsoft with my unlock code. After the call ended, they also sent an email with the code and unlock instructions.

    To recap- I called Microsoft and gave them my IMEI and S/N. No ATT case number was required. I requested my code on the 14th of July and received it on the 21st.
    2
    Great congratulations so there are different hardware on Surface DUO
    Microsoft support called me today and provided me with my unlock code!
    2
    Ok, time for me to jump in here. I got my 256GB Duo (locked to ATT) from Amazon yesterday thru Woot's Amazon store. Got it all set up. Just got off of online support chat with Microsoft where I gave them a very detailed breakdown of needing the phone unlocked, how ATT doesn't have the codes, gave them my ATT case number (I had already been rejected by ATT online unlock request), gave them my Duo IMEI and Serial Number, and gave them HighWing's case number so they could reference that if needed. She escalated the case and sent it to her manager, but the manager was busy at the moment so she is going to send me an email soon to follow up. Hopefully they are able to resolve it and give me an unlock code. I'll post updates as I get them.
    2
    I just called the support number to get my unlock code. The rep seemed to immediately know what was going on, collected the IMEI and SN, and said he'd call me back with the unlock code within 3 days. Did not ask for the ATT Case Number.

    I'll post an update.