Unlock Request IN-PROGRESS for a Week

@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.)

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  

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?

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!

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 

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.

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

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 

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!