The new iPhone 15
komit2000's profile

Contributor

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5 Messages

Saturday, March 2nd, 2024 2:32 PM

Unable to submit a request to unlock

"Unable to submit a request to unlock my phone. It seems that unlocking requests can't be processed by customer service representatives and must be done online. However, the online portal has been inaccessible for hours. Has anyone else encountered this issue? According to AT&T, the 'technical problems' will be fixed in 'a few minutes,' but it's 2 day and I'm still unable to proceed. (And yes, my phone is fully paid off and not under contract - this is clearly an issue on AT&T's end, not mine.)"

Contributor

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5 Messages

1 month ago

We’re sorry about this, but it looks like we’re having technical issues. Please give us a few minutes to sort it out, and then try again.

See 2 day and no can submitted. Fix please its. Check problem 

Community Support

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231.2K Messages

1 month ago

Hi @komit2000 ,

 

We understand how important it is to unlock your device and we are here to help you. Let's get the information you are looking for.

 

Please make sure that you are eligible for unlocking your device. We have mentioned the eligibility requirements below:

 

  • Your device should be an AT&T phone or device and isn’t active on another AT&T account.
  • Has a paid-off installment plan:
    • Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
    • Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. Learn how pay off your installment plan.
  • Was paid in full when you bought it (it was not purchased on an installment plan). You must wait 60 days from your purchase date to submit an unlock request.
  • Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post.
  • Hasn’t been reported as lost, stolen, or involved with fraud.
  • Is an AT&T Prepaid® phone with a Prepaid SIM that has had paid service for at least six months. You must submit your unlock request using the most recent version of the AT&T Device Unlock app.

For more information, please click on https://www.att.com/support/article/wireless/KM1008728. Let us know if that works fo you!

 

Thank you,

Hella, AT&T Community Specialist.

Contributor

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5 Messages

1 month ago

Dear Support Team,

I'm encountering an issue on your webpage while attempting to submit my device unlock request. After clicking the checkbox, I immediately receive an error message. I haven't even entered or attempted to enter my IMEI yet, but the error is already apparent. Please ensure that your specialists investigate and address the issue on your end.

ACE - Expert

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35K Messages

1 month ago

Are you attempting to unlock from a source IP that will IP geolocate as being within the United States?

Community Support

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231.2K Messages

1 month ago

Hi @komit2000,

 

We understand that you are facing issue with the website to unlock your device. This is not the experience we want you to have. Here are some troubleshooting steps we recommend:

  • Clear your browser history, cookies, and cache. This will refresh your browser and help it to run more smoothly. 
  • Use a different browser to access the page. Depending on which browser you are using, there may be compatibility issues between the browser and the website. 

Let us know if this helps! If you need additional assistance, please don't hesitate to reach back out. 

 

Thank you for contacting AT&T Community Forums.

Hella, AT&T Community Specialist.

Contributor

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5 Messages

1 month ago

Dear Support Team,

I'm experiencing an issue with the device unlock page. Despite trying on three different computers, including those of my neighbor and brother, all located in the United States, I consistently encounter the same error message immediately after clicking the checkbox, even before entering my IMEI. You can verify this yourself if you attempt it. The unlock page seems to be malfunctioning at the moment, as it's impossible to submit a request. This has been ongoing for the past two days.

I CLEAN ALL CACHE AND CHANGE BROWSER. Forever have one error in page unlock.

Community Support

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231.2K Messages

1 month ago

Hi @komit2000 , after reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page (AT&T Customer Service - Phone Numbers & Live Chat (att.com))to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

 

Thank you for contacting AT&T Community Forums.

Hella, AT&T Community Specialist

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