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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!

New Member

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5 Messages

2分前

I purchased the phone used and met the seller at the at&t store inside Washington Square Mall in Tigard Oregon. I was told by an at&t representative that the phone meets the unlocking requirements and that it should only take a couple of hours to unlock it. They showed me the website and told me what I needed to do, which I've done. I was trying to gift this to my father for fathers day, but it's currently just a paperweight. The IMEI is:

[EDITED per Community Guidelines]

(edited)

ATTHelp

Community Support

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195.7K Messages

2分前

Hello @strongarm1731, We want to get this resolved for you promptly.

 

We would like to know if this is a prepaid or post paid account your device is attached to? 

 

Let’s meet in a Direct Message to discuss your device unlock. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

Thank you for bring this to the AT&T Community.

 

Danielle, AT&T Community Specialist

ATTHelp

Community Support

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195.7K Messages

2分前

Thank you for the update @lsteffko.

 

We're happy to hear that your device is working. Don't hesitate to reach back out if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist

New Member

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2 Messages

2分前

@ATTHelp I'm having the same problem - it has now been a full week since I submitted a request for my son's phone to be unlocked (which it is qualified to be) and the current status is still "in-progress".  Would really like to have someone to contact about getting this done!

(edited)

ATTHelp

Community Support

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195.7K Messages

2分前

We'll be delighted to help you get this device unlocked @kspahawk.

 

We'd advise you to check your inbox (including spam folders) to see if you received your confirmation email. If so, click on the confirmation link and verify that the status of your request changed from Pending to In Progress. 

 

If you have not received it, ensure that the device fulfills all of the requirements to be unlocked. This is the primary reason requests linger in the system. If it does, please let us know and we'll be able to proceed from there. 

 

Darais, AT&T Community Specialist

New Member

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2 Messages

2分前

@ATTHelp Yes it says "in progress" not pending and I had received a first confirmation email. I believe it fulfills all requirements (he bought it new from ATT on our family ATT account and we decided to pay it off early.  He has only had the phone for a couple months, but he has had the phone number for a few years.)

ATTHelp

Community Support

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195.7K Messages

2分前

Hello kspahawk, let's look closer into the status of your device unlock request.

 

We want to get you into a Direct Message to further investigate. Check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums) and reply back.

 

In the meantime, please gather the IMEI of the device, and the account number associated to the account. Please don't submit this information publicly. You can submit this information in the DM.

 

We will get started to figure out the root cause and work towards a solution. Keep an eye out for the DM.

 

Thank you for contacting the AT&T Community Forums.

 

Jeff, AT&T Community Specialist  

New Member

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1 Message

2分前

My device has been fully paid off, yet I cannot unlock it using the AT&T device unlock portal. I'm at wits end. Can I please get help?

New Member

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1 Message

2分前

the unlock portal isn't working correctly, it kept telling me to start over and then locked me out. I can't even submit a unlock request!

ATTHelp

Community Support

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195.7K Messages

2分前

Hello @RobMacabre,

 

We want to help with your Device Unlock. Before we continue, we'd like to gather additional details and confirm that you've met the following device unlock requirements:

  • Your device is an AT&T phone or device and isn’t active on another AT&T account.
  • Was paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.
  • 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.
  • 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.
  • Your device is an AT&T PREPAID phone that has had paid service for at least six months.

Also, we'd like to gather more information from you to better assist:

  • What's the make and model of your device?
  • When you attempt to unlock your device using our online device unlock portal did you receive any error messages?

Be advised, you'll need to make sure that your device is listed on our approved network list. If you're unable to locate your device, this means your device isn't eligible for unlock.

 

Lastly, here is some device unlock help.

 

Feel free to reach back out to us!

 

Mellira, AT&T Community Specialist

ATTHelp

Community Support

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195.7K Messages

2分前

Hello @Kimmeeg, we're happy to help with options to submit your unlock request. 

 

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. Then follow these steps by 

  1. Going 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 are planning to use your AT&T Device with another carrier, it has to be unlocked and meet the requirements. You'll also find information about why your request may have been denied

 

Keep in mind: If a phone is purchased from a non-AT&T authorized dealer or sites like eBay, AT&T may be unable to unlock the device. Before purchasing the device, make sure the seller performs the unlock request. In some instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the device.

 

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

 

Alasani, AT&T Community Specialist 

New Member

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3 Messages

2分前

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.

New Member

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2 Messages

2分前

Need help unlocking my phone. I had a balance due on my installment plan + the monthly. I paid that off. I saw in another post about unlocking that someone from AT&T named Carlton put in a 'back office' request and it was unlocked in a few hours. I started this process almost a week ago.

I need the phone unlocked as I am leaving on vacation tomorrow morning. (Who would have thought this would be so difficult or time-consuming!)

Thank you,

hrawling

ATTHelp

Community Support

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195.7K Messages

2分前

We are here to help you with your device unlock request, @hrawling.

 

You are able to submit an unlock request online if you no longer have a balance on the device. Just select Unlock your device and follow the prompts. 

 

When paying off an installment for an unlock request: 

  • Did you pay through your monthly bill? If so, submit your unlock request at the start of your next bill period.
  • Did you pay off early? If so, 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.

Good to know: Don't have an account with AT&T? You can still unlock an AT&T device as long as it meets all requirements.

 

Once you submit your device unlock request, be on the look out for an email to confirm your request. It usually takes a few minutes to approve your request, but it could take up to 48 hours. Don't have a wireless phone account? Make sure you select Confirm request on the email we sent you or request will be canceled. If you can’t find the email or text message we sent you, submit another request and we’ll resend it.

 

If your device is not approved within 48 hours, let us know so we can take a closer look at the request. 

 

Hope this helps!

 

Clarissa, AT&T Community Specialist 

New Member

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2 Messages

2分前

Hello @ATTHelp ,

I also need help with my unlock request. It has been over 48 hours, I meet all the requirements, and have my request number. It still says “in progress”. Could you please DM me so you can get my personal information and put in a “back office” request to see what’s going on?

Thank you in advance for your help!

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