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chetmparker's profile

New Member

 • 

2 Messages

Wed, Aug 10, 2022 2:21 PM

Unlock request

I am having a problem with the unlock request.  I confirmed it and it has been In-progress for 2 weeks.  I even resubmitted it and the same thing.  You can't talk to anyone, email anyone or chat with anyone about it to get it resolved.  The website states that it should be done in 2 business days.

ATTHelp

Community Support

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200.4K Messages

Hace 2 m

Hi @chetmparker, we want to help you get your phone unlocked.

 

Have you made sure your phone meets all the unlock requirements before submitting both requests? Please make sure your device follows all the below terms:

  • Is an AT&T phone and isn't active on another AT&T account.
  • Was paid in full when you bought it.
  • Has a paid-off installment plan
    • Paid off through monthly payment: Submit unlock request at the start of the next billing period.
    • Paid of early: Submit unlock request after device has been active for 60 days, and wait 48 hours after final payment.
  • Make sure you don't have a past-due account balance. Payments take 24 hours to post.
  • Hasn't been reported as lost, stolen, or involved with fraud.
  • Is an AT&T prepaid phone that has had paid service for at least 6 months.

Have you checked your email inbox for an email titled "We got your device unlock request" to confirm the device unlock? If you haven't confirmed it via email within 24 hours, then we recommend you submit another request and watch for this email.

 

Please let us know if this helps.

 

Dylan, AT&T Community Specialist

New Member

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2 Messages

Hace 2 m

Those are the same requirements they show when you are first going through the process.  The phone is eligible and I would like to get some information on the request.  It has been 2 weeks showing In-progress.  It shouldn't take that long to determine or process.

Constructive

Employee

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29.4K Messages

Hace 2 m

its 2 business days to respond, unlocking can take much longer did you buy the phone new from an authorized retailer or a 3rd party?

ATTHelp

Community Support

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200.4K Messages

Hace 2 m

Thank you for confirming it meets the requirements, @chetmparker

A normal device unlock may take longer than 48 hours, or 2 business days, depending on the circumstances as @Constructive mentioned. Additionally, they bring up a good question. If you bought this device from a third party, or aren't the original owner of the device, then you'd need to reach out to whoever sold or gave you that phone and have them submit the unlock request in your place.

 

If you are the original owner of the device, have you check your email after submitting your unlock request? Further confirmation or additional information may be needed in order for your request to be processed, so please check all of your email's inboxes for this message. It is typically sent out within an hour of submitting an unlock request.

 

Please let us know if this helps.

Dylan, AT&T Community Specialist

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