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wisechoic's profile

New Member

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6 Messages

Friday, July 15th, 2022 12:17 AM

Phone Unlock Issue

ATT says my phone is eligible for a phone unlock then I get a message: "Hmm ... looks like we can't complete your request right now." So I try again and on the new screen after entry of my phone no. and information I get: "The information you have entered is incorrect. Please update and try again." Tried several versions of text entry and after copying my info directly from your data I am still unsuccessful. Please help.  

Accepted Solution

Official Solution

Community Support

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232.7K Messages

2 years ago

Thanks for reaching out to us about your device unlock request, @wisechoic

 

The first thing we need do is double check to make sure your device is eligible to be unlocked. If your device is eligible, we suggest waiting 48 hours and resubmitting your device unlock request.

 

Check out this helpful information about unlocking your AT&T device

 

We hope this information is helpful. If you have any other questions or concerns, please reach back out to us!

 

TT, AT&T Community Specialist

New Member

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6 Messages

2 years ago

According to my account information, the phone in question is eligible for unlock. I will wait the 48 hours and try again as suggested by this post. 

ACE - Master

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10.9K Messages

2 years ago

Are you try it access the unlocking site from outside the US?  A lot of weirdness seems to happen when foreign ISPs access the site.  If so, try using a US based VPN.

New Member

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6 Messages

2 years ago

I am in the USA so that is not the issue. Thanks.

Community Support

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232.7K Messages

2 years ago

Thank you for the update @wisechoic.

 

If your device meets all the requirements try submitting your request again after 48 hours. And then follow these steps to submit your Unlock request. 

  1. Go to our Device Unlock portal.
  2. Select Yes if you are an AT&T Customer, No if you are not an AT&T customer. 
  3. Enter your telephone # if you are an AT&T Customer. Enter your IMEI if you are a non-AT&T Customer.
  4. Follow the prompts. 

If you have an issue with the site, delete cache, cookies, and restart your browser. In some instances, you may need to use another browser.  Meet us back here if you still have questions after the time has passed and you have requested the unlock. Thank you for visiting AT&T Community Forums.

 

Alasani, AT&T Community Specialist 

New Member

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6 Messages

2 years ago

I tried another unlock after the 48 hour period with no luck. I tried a different browser with the same issue of “incorrect information entered.” Where do I go from here?

Community Support

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232.7K Messages

2 years ago

Hi, , thank you for confirming your device unlock eligiblity!

 

We'd like move on to inviting you into a direct message, so we can provide additional research and help get your device unlocked. Our message will appear in the upper right corner of the Forums which is the chat icon next to the bell icon. Make sure you have your IMEI for your device at hand because we will need this information to further proceed. Don't forget to keep an eye out for our reply.

 

We look forward to working with you!

 

Jonye, AT&T Community Specialist

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