Troubleshoot your device issues
lsteffko's profile

New Member

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7 Messages

Mon, Jun 20, 2022 6:29 PM

Unlock Request IN-PROGRESS for a Week

Hello @ATTHelp

Could you please check the status of my device unlock request, it has been about a week since I submitted the request and it hasn't been resolved yet (neither approved nor declined).

Here are my specific details:

Request Date & Time
06-14-2022 13:0:10 PM
Request number
NUL816955184617
Current status
IN-PROGRESS
Thank you!

Accepted Solution

New Member

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7 Messages

5日前

Before:
After:
After the help from Carlton, the AT&T community support representative, who submitted a case to their back office department, our old iPhone had been unlocked, and the Italian sim card finally works! Thanks!
For other frustrated AT&T customers, who are not able to unlock their devices through the online portal:
1. make sure you open the confirmation email, click on the confirmation link, and verify that the status of your request changed from PENDING to IN-PROGRESS
2. if, after 2 business days, your request hasn't been resolved (status remains IN-PROGRESS), make a new comment in this thread, and someone from AT&T community support team will respond. In order to comment in this forum, you need to login into forums.att.com
3. Engage with a member of AT&T community support team further and they will eventually contact you through private message and provide you with their work phone number and extension so you can reach them over the phone. You can see your private messages by clicking on the "Direct Messaging" icon in the top-right corner of your forums page.
4. Call the provided phone number and extension and explain your situation. The goal is to make it clear that you are eligible for unlocking your phone. If you are an active AT&T customer, they might ask you for your account information, including the passcode. Please note the passcode is something different than a password you use to login to your AT&T account. I know you must be quite frustrated after waiting several days, but try to stay calm and patient, the person on the other end of the line didn't cause this mess and is just trying to help. If they ask you the same questions you already answered in your posts, just repeat the answers so you move forward.
5. If you're eligible for unlocking your phone, the AT&T support should create a case for their back-office department and give you the case number through another direct message. The case should be resolved in 2 business days.
6. Your phone should hopefully get unlocked soon. Good luck everybody!

(edited)

Official Solution

ATTHelp

Community Support

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191.9K Messages

7日前

Thank you for reaching back out @lsteffko.

 

It can take 7 business days, or longer, for your request to be processed. There is currently no  expedite process to speed up the unlock process. 

Let us know if you have any questions. Thank you for visiting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

dwill05

ACE - Master

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6.5K Messages

7日前

Did you get, and respond to, the confirmation email?

New Member

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7 Messages

7日前

Yes, I did click on the link in the confirmation email and confirmed the request, therefore the status of the request changed from PENDING to IN-PROGRESS.

My concern is that it has been almost a week and the request is still IN-PROGRESS, even though it's expected to be resolved in no more than 2 business days.

Thank you!

ATTHelp

Community Support

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191.9K Messages

7日前

We're here to help shed some light on your Device Unlock request, @lsteffko

 

It can take 7 business days, or longer, for your request to be processed.

 

Please continue to check for status updates by following the steps below: 

  1. Go to our Status Portal.
  2. Enter your IMEI Number & Request Number.
  3. Follow the prompts.

You can also check out our Device Unlock article for solutions and FAQs.

 

Thanks for reaching out to our community. We're here if you have any additional questions. 

 

Sydne, AT&T Community Specialist

New Member

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7 Messages

7日前

Thank you, @ATTHelp for an update. Is there a way to expedite my unlock request? My daughter joined a study abroad program in Italy and she purchased a local sim card, but she can't use it until this is resolved. I would be happy to pay a reasonable fee or provide more documentation to speed up the unlocking process.

Thank you!

Constructive

Employee

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27.9K Messages

7日前

there is no way to expedite it 

New Member

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7 Messages

7日前

Thank you for confirming that there is no way to expedite the process!

You say "It can take 7 business days, or longer", so how many business days should I wait before I follow up with on my unlock request again?

dwill05

ACE - Master

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6.5K Messages

7日前

To be honest, I don’t see why this process should ever take more than a few hours after the email is confirmed.  Mine have always taken a very short time to get the unlocking approval email (and I know it may take a day or two after that for Apple to actually update their server).  If the IMEI is in the database and tied to a current or former AT&T customer, checking that it’s paid off, account status, use on AT&T’s network, etc. should be instantaneous.  All the information should be there.  What is AT&T actually doing during those 7 days?  Are they really having human beings look through file cabinets for information?  I just don’t understand it.

ATTHelp

Community Support

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191.9K Messages

7日前

Thanks for your response, @lsteffko.

 

At this time, we'd advise for you to give it an additional 2 days then reach back out if your status still shows in progress. In the meantime, be sure to make sure that your device unlock meets the following requirements provided. 

 

Let us know if you have any other questions.

 

Lynn, AT&T Community Specialist

New Member

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7 Messages

7日前

@dwill05, I agree with you 100%. I unlocked at least 5 different iPhones in last 10 years for my family, and it has always been a quick and smooth process. This time is different for some reason and I am sure it's not because my old iPhone would be ineligible. My mistake was that I didn't request the unlock 2 months before I gave it to my daughter for her trip to Italy.

ATTHelp

Community Support

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191.9K Messages

7日前

Hello steffko, we're here to help with you account.

 

Let's meet in a Direct Message to discuss your unlock request. Please check your Direct Message Inbox, which is the chat icon next to the bell icon in the upper right corner of the Forums page.

 

In the meantime, learn how to find out the status of your request to unlock your AT&T phone, tablet, mobile hotspot, or other device.

 

We hope to hear from you!


Carlton, AT&T Community Specialist

New Member

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7 Messages

5日前

A quick update, I was able to reach Carlton from AT&T community support and he created a case for the back office to unlock our device. Couple of hours later my daughter texted me that the phone had been unlocked!

Thank you, Cartlon, for your help with my issue!

(edited)

New Member

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1 Message

5日前

How do I get ahold of Carlton? Its been 5 days and even after tweeting at&t and calling a couple times I've still got zero answers. Yes I confirmed the unlock request and yes I've checked the status, it's just stuck at "in-progress". 

ATTHelp

Community Support

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191.9K Messages

5日前

Hello @StrongarmDon,

 

Thank you for your concern. We appreciate you reaching out to us in regards to trying to get your phone unlocked. We'd like to assist you with getting your device unlocked. Have you made sure that the phone had service for 60 days?

 

Please be sure your device meets our Device Unlock Requirements.

 

Please let us know and we'd be more than happy to assist.

 

Mellira, AT&T Community Specialist

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