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3 Messages

Mon, May 6, 2019 6:00 PM

Is the unlock service broken?

My brother in law's son killed his iPhone. Gave it to me. Two years later I find the necessary parts and replace everything except the motherboard and battery. Then I go to get it unlocked here on the website.

I plug in the info, I get the email.

I confirm the email with the link sent to me in the email.

2 days later I have been denied because I didn't confirm.

I try again and I screen shot the confirmation,  denied again for not confirming.

I do this two more times with screen shots and am denied for not confirming.

Is the system messed up?

Is that just a default message for the systems failure at success?




Brand User

Community Support


127.3K Messages

a year ago

Hello @Sconnolly


We're sorry to hear that you are having trouble unlocking your device. Allow us to assist you!


To get started, We will be sending you to private to further investigate your device unlock concern.


For your privacy, it would be best if we continue the conversation privately. I am sending you a private message (PM). Please check your forums private messages by clicking the envelope in the top section of this page or click Forums Inbox. Locate the PM from ATTCares and reply to my message with the requested account details.


Thank you.


Dwight, AT&T Community Specialist



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3 Messages

a year ago

For anyone following this,

ATT is aware of an online glitch and is working to correct it. My instructions were to submit another unlock request.



3 Messages

a year ago

A new update for anyone following this:

It has been almost 7 days and the service says that the request is still "in progress".

I guess every cell phone company has its issues. But why cant a person intervene and just "do it"?

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