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Posts: 1
Registered: ‎08-22-2017

iPhone SE (att prepaid)--activation requiring proof of purchase

I recently purchased an iphone se (prepaid att).  I then received a sim card from att and signed up for a corresponding plan.  unfortunately, even though the account showed a positive balance the phone was in 'suspended-mode' (not active).  after 2 trips to the att store to troubleshoot this, it was discovered that att needed a receipt/proof of purchase (with the phone's serial number) to release it from the suspended mode.  


Not sure if this is typically done at the point of sale, however if not-- to save your customers the hassle--if they should encounter this situation have them either fax their receipt to att prepaid support:  866-246-9528. or email the receipt to


Once I did this my phone was activated fully within 5 minutes.  


Hope this helps.