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hautala's profile

Contributor

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9 Messages

Mon, Jan 31, 2022 3:05 PM

Device Unlock Portal Not Working

I am trying to unlock an older att phone. When I go to the portal I get the following message:

"Looks like you stepped away. We closed your session to protect your info. Start a new unlock request"

as soon as I type in the last digit of the IMEI.

I have tried doing this on different browsers, different devices etc. all with the same result.

Constructive

Employee

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28.7K Messages

7分前

how old is old? older phones emei have been purged from the database and no longer able to be unlocked

Contributor

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9 Messages

7分前

I switched phones about 2 years ago. If its purged from the database, how do I go about unlocking? 

thanks

Contributor

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9 Messages

7分前

also tried on my wifes phone which was in service til about a week ago. Got the same exact error when i enter the imei

Fl_retire

ACE - Professor

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2.6K Messages

7分前

If you are no longer using the phone did you try to unlock as not a customer?

Contributor

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9 Messages

7分前

yeah just went to the att unlock portal, plugged in the IMEI of the phone (instead of the phone number) and as soon as I type the last digit of the IMEI this error pops up..

ATTHelp

Community Support

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196.2K Messages

7分前

Hello @,

 

We'd be more than happy to take a closer look into this issue that you're experiencing while trying to submit your unlock request.

 

We'll need some more details in order for us to better assist you:

  • Where did you purchase your wireless device from exactly?
  • Was this device active on your postpaid wireless account for 60 days, or your AT&T PREPAID account for 6 months?
  • Also, have you already made sure that your wireless device meets all of our unlock eligibility requirements listed at the provided link?

Please let us know.

 

We look forward to hearing back from you soon.

 

Sean, AT&T Community Specialist

Contributor

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9 Messages

7分前

yes both phones were purchased from att...1 phone was in service for 5 years, the other phone for about 3 years. phones were paid off years ago. I get the same error message when I try to unlock either phone

ATTHelp

Community Support

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196.2K Messages

7分前

Thank you for the response @hautala.

 

We suggest that you clear the cache and cookies on your device and trying again. Also, we suggest trying to submit the unlock request on a desktop computer.

 

Let us know if this helps, if not, we can take a closer look.

 

Samantha, AT&T Community Specialist

Contributor

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9 Messages

7分前

no as I said above, I used different browsers on different devices (including desktop pc) and still get the same error

ATTHelp

Community Support

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196.2K Messages

7分前

Hey there hautala, we want to help. Let's meet in a Direct Message to discuss your device unlock request concern. Please check your Direct Message Inbox (it's the chat icon in the upper right corner of the Forums). 

 

Looking forward to hearing from you!

 

Rhoda, AT&T Community Specialist 

Contributor

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9 Messages

7分前

I gave up after 3 hours of waiting. If i get back in the queue am I going to have to wait hours again?

GLIMMERMAN76

ACE - Expert

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23.4K Messages

7分前

What model phones are they?

Contributor

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9 Messages

7分前

they are old iphone 6s models

New Member

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1 Message

6分前

exacty. another AT&T customer retention scam. You can spend the next month on that corporate hamster wheel. They have no intention of unlocking your iPhone.

I have two iPhone 8 plus upgrading from iPhone 6. switching carriers.

They want you to buy a new phone . Att, verizon, etc want you to buy a new phone,sign a contract and make new iPhone payments. 

Corporate weasel plan!

Has anyone found a plan to actually Get AT&T to unlock a clean , nocontract, no iCloud locked , clean phone?

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