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schmerika's profile

3 Messages

Friday, February 23rd, 2024 9:38 PM

device unlock request fails with no explanation

I've tried several times to submit a device unlock request for my phone over the past 3 days and the request will not submit.  the account overview page assures me that my device IS eligible to unlock, but the form returns an error every time.  I've tried on a web browser on my laptop and also through the AT&T mobile app.  In the web browser version of the form, on the final "submit" step, the form indicates that I've entered my account info too many times and it is locked for 24 hours.  In the app, the form resolves to a red exclamation point icon and an unhelpful statement that 'something went wrong' (with no indication of the reason).  The support documentation and the customer service phone tree indicate that agents cannot assist with unlock requests.  Is there any way for me to successfully get my device unlocked?

Community Support

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231.5K Messages

2 months ago

Hello @schmerika,

We hear you and want to help you with your device unlock issue.

We understand how important it is to unlock you device. However, there are certain Requirements for All Unlock Requests.

 

  • The device must be designed for use on, and locked to, the AT&T wireless network.
  • A device bought at full price must wait 60 days from that purchase date to be eligible to unlock (Prepaid requires 6 months of service & Postpaid is 60 days from the date of purchase if paid in full)
  • It must not be reported lost or stolen.
  • It’s not associated with fraudulent activity.
  • All the device’s service commitments and installment plans are completed, and all early termination fees are paid in full.
  • The device is not currently active on a different AT&T customer’s account.
  • If you performed an early upgrade, you must wait the 14-day buyer’s remorse period before you can request to unlock your previous device.
  • Visit our Unlock Support page for the full requirement list
     

I hope this information helps.

Looking forward to hearing from you!


Thank you,
Jessica D, AT&T Community Specialist.

3 Messages

2 months ago

I confirmed that all the requirements were met and followed the steps from the FAQ page but it still didn’t work.  There is not enough information to troubleshoot a failed request.

ACE - Master

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10.4K Messages

2 months ago

If the unlocking site isn’t working, you’ll have to contact them.

https://www.att.com/support/contact-us/

If all they do is keep telling you to use the portal, then file a FCC or BBB complaint.

Community Support

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231.5K Messages

2 months ago

Hi @schmerika, we understand your concern we know how important it is to unlock the device we are here to help you on this.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page (http://sm.att.com/5a6d7a96), and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

 

Thank you for contacting AT&T Community Forums.

Abigail, AT&T Community Specialist

 

3 Messages

2 months ago

Yeah I ended up sending a message to AT&T on Facebook and after 5 agents and about 3 hours, my request was escalated and resolved. It’s just very frustrating that there is no connection to an agent when the set up page instructions go into a loop. The customer service phone support line explicitly states that agents cannot help with unlock requests - how is a customer expected to reach support when all the support resources cycle back to the same non-answers.

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