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Contributor

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2 Messages

Mon, Apr 29, 2019 5:29 PM

Unlock request email confirm done but request cancelled for not confirming

HI,

 

I hope someone can help. I entered an unlock request for iPhone 5S with IMEI number (no phone, SIM or existing contract with ATT), received an email to confirm, I clicked on the confirm link and AT&T page comes up saying "Thanks for confirming!". Then exactly 34 hours later I get a message saying the unlock request had to be cancelled for not confirming.

 

I even did a check status after confirming and it said "In Progress". 

 

This has now happened twice. What do I need to do?

 

The phone is in Brazil, not the US, and it does not have the original SIM, but not sure this matters.

 

Any help is appreciated.

 

Thanks

 

 

 

Responses

Brand User
ATTHelp

Community Support

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127.3K Messages

a year ago

Hello there @bohdand!

 

When was your request submitted? As of April 29, 2019, One Time PIN validation is no longer required for device unlock requests. Also, as long as the device isn't active on another account and meets our other eligibility requirements your device should qualify for unlock.

 

Lar, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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2 Messages

a year ago

Hi Lar,

 

I've now entered the request 4 times. With the last two on April 29 and April 30 all with the same result - denied because of not confirming request. What am I supposed to be confirming? I conform the initial email at the time I entered the request which works.

 

What is this PIN you refer to? is this a pin to the phone? The phone is in Brazil, so is this part of the problem?

What can I do?

 

Thanks,

Brand User
ATTHelp

Community Support

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127.3K Messages

a year ago

Hello @bohdand,

 

Thank you for letting us know. We'd be more than happy to take a closer look into why your unlock request was denied for not confirming, even though you did confirm with the confirmation email. We'll be sending you a private message to request more details shortly.

 

Sean, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

a year ago

Can you please make this public? How did you resolve it? I am having the EXACT same issue.

Contributor

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1 Message

a year ago

I’m having the same problem how do i fix it?

Contributor

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2 Messages

a year ago

Same problem. Where's the help?

wrh4498

Mentor

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37 Messages

a year ago

Yes it does matter, a sim has to be in the phone, but it doesn’t have to be the original sim.  Your best bet is to call at&t and talk to technical support for iPhone.  Explain the situation, so they can resolve this for you.

Contributor

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2 Messages

a year ago

Hey @wrh4498,

Does it have to be an active SIM? Or will any old SIM do? Thanks in advance!

Voyager

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3 Messages

a year ago

Same issue. (Both times I've tried) Filled out unlock form and confirmed email from the link. 24 plus hours later, getting a denied for not confirming. 

 

My phone is a fully paid off iPhone X.

Contributor

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1 Message

a year ago

Having the same issue. Unlock request sent 5 times. Once from an AT&T store.  Confirmed all 5 times. 24 hrs later I get email saying order cancelled because I didn't confirm!  Already talked to AT&T tech support with no results!

wrh4498

Mentor

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37 Messages

a year ago

I'm sorry I didn't get back to you about this.  If you talked to Technical Support, they should been able to confirm you submitted the request several times, it would be in the notes.  Also with a managers ok, should of unlock the iphone for you, as long as the confirmed your iphone is eligible to be unlocked.

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