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Did you purchase the phone used?
If the phone is locked then it was not factory restored which means it is still registered to another person.
If you can take a minute and use the rating system to rate our session as 3 stars or higher and press Submit so I am credited with helping you.
I have not heard back from you in a while -- If the issue is resolved, please rate our session as 3 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.