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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.

2 Messages

4 months ago

I need help unlocking my old device. Every time I try att.com/unlock, I get the message that I tried too many times.

Note: This comment was created from a merged conversation originally titled I am trying to unlock my old Iphone 13 Pro - You tried too many times

ACE - Sage

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117.6K Messages

I assume the phone is no longer being used on your AT&T account? When you fill out the unlock request are you filling it out as a non-customer, no AT&T phone number?

If you are and you're still getting the error, call AT&T and ask for tech support.

🐾 I don’t work for AT&T or any carrier. Former AT&T,  Current Verizon customer.  My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove. 

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Community Support

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232.1K Messages

Hey there! We understand the importance of having an unlocked device, so let's get you the information you need.

 

In order to ensure complete safety, and to avoid any malpractice, AT&T flags any repeated attempts to unlock. However, no need to worry, you can just go ahead and retry after 24 hours, which is the cooldown period for this action. 

 

Hope this information helps, and do let us know if you have any other concerns or questions for us in the future.

 

Thank you for visiting AT&T Community Forums!

MikeN, 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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5 Messages

4 months ago

Hi I have been trying to unlock my iPhone for over month.and every time I enter the imei and keep saying try after 24 hours 

and I waited 24 hours and keep saying the same.can you help me please 

Note: This comment was created from a merged conversation originally titled Unlock

ACE - Sage

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117.6K Messages

Is the phone still being used on AT&T? Has it had 6 months of prepaid service, or 60 days of postpaid service? If post paid, is the related account up to date financially?  Including the phone paid off, and the service in good standing?

Are you able to get all the way through doing an unlock request online?  Or are you getting errors and unable to complete?  

Are you using the four to eight digit passcode for your account when requested, not an alphanumeric password?

🐾 I don’t work for AT&T or any carrier. Former AT&T,  Current Verizon customer.  My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove. 

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

2 Messages

4 months ago

My iPhone is locked by AT&T and I have tried more than once to unlock it through the website and the result is that there is a technical problem. Try again after a few minutes and when I try again a message appears: you have tried to unlock this device too many times. Please try again in 24 hours.It's been two days and I still get this messageWhat should I do please?
Note: This comment was created from a merged conversation originally titled Unlock

ACE - Master

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10.6K Messages

If you’re outside of the U.S., you can try using a U.S. based VPN to access the unlocking website?  Are you the original owner of the phone who bought the phone from AT&T and used the phone on AT&T?  Do you know for a fact that the phone meets the unlocking requirements?  If you bought the phone from a third party, or a service like eBay, you may have gotten scammed.  If the phone isn’t eligible for unlocking, it’s very unlikely that you’ll be able to do anything about it and AT&T won’t help.

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

5 Messages

4 months ago

I have been trying for over two weeks to unlock my iphone 2020 SE - it has been paid off for a long time, and I have confirmed it is eligible. What happens every time I try to submit a request is that the website is "having difficulties" and I am advised to try again later. After waiting and trying again a couple more times, I receive a message that I have made too many attempts and will be locked out of my account for 24 hours. 

This repeats every time I make an attempt to unlock my phone, and it is not possible to put in a request over the phone. I am at the point where I am ready to cancel my plan entirely - if I have to buy a new phone anyway, I might as well choose a different carrier. Is there any way to get customer service to unlock my phone?

Note: This comment was created from a merged conversation originally titled Cannot submit unlock request online

ACE - Sage

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117.6K Messages

There's nothing wrong with the portal.

If you are getting an error every time, are you outside the USA? Access is sometimes blocked. You would have to use a US VPN to submit an unlock request.

You also might try clearing your cache and cookies.

You'll be asked for your IMEI and your account passcode. If you do not know your four to eight digit passcode you would have to be able to reset it or change it in your online account.

🐾 I don’t work for AT&T or any carrier. Former AT&T,  Current Verizon customer.  My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove. 

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

5 Messages

I am within the United States and have cleared my cache and cookies. I have both my IMEI and my PIN. I ultimately went into an AT&T store and the employee verified that I was entering everything correctly. The portal also errored for the employee in the AT&T store, so I am afraid you are quite incorrect about there being nothing wrong with the portal.

4 Messages

formerlyknownas is indeed incorrect. I have also tried, as have many others from other posts I have seen, and most face the issue. formerlyknownas, you are incorrect. Something is wrong on AT&T's end.

4 Messages

Kalera, I found a solution. I called 1-800-331-0500. From there I selected the "chat with an agent" option which led me to an online chat, where I described my issue and the agent (using my IMEI, Number, Pin, Full Name) was able to submit the unlock request (which went through in about 10 minutes) on their side. Hope this helps!

18 Messages

4 months ago

Have been trying to unlock my wife's phone to port over the number. The website kept saying it was having service issues and that would be resolved in a few minutes. When we tried unlock in this morning it said we were locked out and had to wait 24 hours to try again. We tried multiple browsers and they would not work

Note: This comment was created from a merged conversation originally titled Unable to unlock iphone to 14 website not working

Community Support

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232.1K Messages

Hello @Needhelp2024,

 

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 is that you have made multiple attempts to unlock the device. We recommend that you submit the unlock request after 24 hours.

 

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

KellyS, Community Forums 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.

New Member

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13 Messages

I tried your link anlso to  unlock my iPhone but it kept telling me I stepped away and have to restart my unlock!

New Member

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13 Messages

Can’t use the link

New Member

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13 Messages

I can’t use your lnk 

18 Messages

Before the 24 hours came up it kept saying it would not let us because they were technical issues.

Community Support

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232.1K Messages

4 months ago

Hi @Needhelp2024,
 
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

Thank you,

Hella.M AT&T Community Forum Specialist

Community Support

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232.1K Messages

4 months ago

Hey @GabrielMoraisMeireles,

 

We totally understand your concern, we are here to help you.

However, to unlock your AT&T device you have to be located within the USA.

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

Here's the link to get more information about 'device unlock': http://sm.att.com/dd914c8

 

Hope this information helps!

 

Thanks for visiting AT&T Community Forums.

Adam L, Community Forums Specialist.

Community Support

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232.1K Messages

4 months ago

Hello @dbotaro, we hear you and want to help you with your device unlock issue.

 

We understand how important it is to unlock you device. However, there are certain Requirements for All Unlock Requests​.

 

  • ​The device must be designed for use on, and locked to, the AT&T wireless network.​
  • ​A device bought at full price must wait 60 days from that purchase date to be eligible to unlock (Prepaid requires 6 months of service & Postpaid is 60 days from the date of purchase if paid in full)
  • ​It must not be reported lost or stolen​​.​
  • ​It’s not associated with fraudulent activity​​.​
  • All the device’s service commitments and installment plans are completed, and all early termination fees are paid in full.​
  • ​The device is not currently active on a different AT&T customer’s account.
  • ​If you performed an early upgrade, you must wait the 14-day buyer’s remorse period before you can request to unlock your previous device.
  • ​Visit our Unlock Support page for the ​full requirement list​​. ​

     

I hope this information helps.

Looking forward to hearing from you!


Thank you for contacting AT&T Community Forum,
Jessica, AT&T Community Forum Specialist.

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