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JRV123's profile

3 Messages

Wednesday, January 24th, 2024 4:21 AM

unlock request was denied due to too many attempts after submitting only one request

I submitted a request online at https://www.att.com/deviceunlock/ to unlock my iPhone 12 Pro Max. It meets all unlock requirements listed at https://www.att.com/support/article/wireless/KM1262649/. Upon submitting the request the next page showed that there was some sort of error (indicated by a red exclamation point). I then received an email that had a link to check the status of the request and was met with the following page:

I only submitted the request once. I then got an email stating "You've tried to unlock this device too many times. Wait 30 days and then submit a new request."

This same exact issue happened with an iPhone 11 Pro Max. Both phones were purchased directly from AT&T on an installment plan and are paid off. The lines associated with the devices are in good standing. 

Anyone have any ideas on how best to proceed? I understand needing to have security precautions in place to prevent criminal activity (i.e. rapidly trying to request a device be unlocked) but this seems to be due to an error on AT&T's side. I just want to get it resolved as quickly as possible. Thank you in advance for any assistance.

Accepted Solution

3 Messages

4 months ago

I was able to get the issue resolved by contacting AT&T chat support. Had a great advisor who was able to unlock both of my iPhones. Big shout out to that person for helping me with this. 

5 Messages

4 months ago

I have been trying to unlock my phone using the portal for over two weeks now, and am starting to believe that it is broken on purpose.

ACE - Sage

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117.6K Messages

4 months ago

File an FCC complaint online. FCC complaint doesn't do anything but it does forward the complaint back to AT&T upper Management. Someone will contact you

Community Support

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232.1K Messages

4 months ago

Hello @JRV123, we understand how important it is to unlock your device. Let's get the information you are looking for.

 

In response to your question, the reason it locked you out for a period of 30 days is because you have made multiple attempts to unlock the device. We recommend that you submit the unlock request post that period.

 

Furthermore, in order to unlock the device, it must meet unlock eligibility requirements.

Here's the link to get more information about 'device unlock': https://www.att.com/support/article/wireless/KM1262649

 

Hope this information helps!

 

Thanks for visiting AT&T Community Forums.

ChrisV, Community Forums Specialist.



3 Messages

4 months ago

@ATTHelp, I appreciate the response and I understand the steps for a scenario where I made multiple attempts to unlock the device. That being said, I did not make multiple attempts. This is very frustrating because my goal is to switch to a new service provider and I cannot do that until my devices are unlocked. Either there was an error on AT's side of the equation or AT&T is trying to prohibit me from switching carriers. I shouldn't have to file a formal complain with the FCC in order to make this happen.

Is there any way for me to get in touch with someone at AT&T that can assist me other than submitting a formal complaint?

ACE - Sage

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117.6K Messages

4 months ago

AT&T is only advice would be via the contact us link which is the bottom of this webpage which gives you options to call or chat with AT&T

Community Support

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232.1K Messages

4 months ago

Hi @JRV123, 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 https://www.att.com/support/contact-us/ 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,

Susan, AT&T Community Specialist

ACE - Sage

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117.6K Messages

4 months ago

FYI you are not filing a formal FCC complaint which costs money. You are filing an informal complaint which bypasses regular support including those who reply on this forum. The complaint is forwarded directly back to AT&T upper management and someone will contact you

At the very least they can explain why you are unable to get your phone unlocked

Community Support

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232.1K Messages

4 months ago

Hi @JRV123,

We are glad that your issue is resolved, and thank you for letting us know. Please do not hesitate to reach out to us if you need any assistance. Have a great day!

Thank you,

Hella.M AT&T Community Forum Specialist

4 months ago

I've been trying for several times to unlock my cellphone so that I can use it with other operators. After many attempts using the link https://www.att.com/deviceunlock/unlockstep1, it either says that I've tried for too many times and need to wait more 24h (even when I can't go through step 1) or tells me to call the number 1800 331 0500. 

The problem is there I'm not in the US at the moment, and even when I call them as suggested, I can't get to a real operator. I would like to know if there is any email to contact the company or what else could be done, because it has been frustrating to be locked to the operator and in a place where I can't use it.

Note: This comment was created from a merged conversation originally titled Can't unlock my phone devide
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