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nmaluend's profile

Tutor

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5 Messages

Sunday, May 12th, 2019 3:48 PM

Problem with unlock device

I'm tying to unlock a phone using https://www.att.com/deviceunlock


I followed the steps and generated a request (3 days ago). I didn't get any mail confirmation or anything.


The problem is that I didn't save the request number from the page, and now I cannot check the unlock status (beacuse I don't have the Request number) and I cannot generate a new unlock request because "Looks like we're already processing a request for this IMEI"


I'm not from USA, so I cannot call any service numbre, and I don't have ZIP code, so I cannot create an account to get the chat help.


Is there any mail to reset my request or get the Request number?

Community Support

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232.7K Messages

5 years ago

Hi, @nmaluend,

 

We'd love to help with this. Did you check the spam folder to see if the email was misdirected there? If it wasn't, you should be able to make a new request in a few days. This time, though, use an email with a different provider if you can.

 

While waiting, take a look at things to know about unlocking your device through AT&T. There's a list of requirements to be met before AT&T will unlock a device. Did the device have postpaid service with AT&T for sixty days with no past due or unpaid balance or have prepaid service with AT&T for six months? If it meets those and the other requirements, you should be able to unlock your device.

 

Have a great day!

 

James, AT&T Community Specialist

Tutor

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5 Messages

5 years ago

I check the spam folder and there is no mail. I hace received other AT&T mails without problem. There is a gmail provider.

 

I cannot generate a new request (and I cannot change the email), because the system says that are already processing a request for this IMEI.

 

The main problem is that it should be unlocked now to create a new request, because I created it 4 days ago, and I didn't confirm the unlock request because I didn't received any mail (it says 24 hours deadline).

 

How many days I haver to wait to create a new request?

 

I have prepaid service with AT&T for seven months.

 

Is there any mail address to write? I really think that my case won't be solved waiting.

 

Community Support

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232.7K Messages

5 years ago

Hi @mmaluend

Thanks for checking your spam folder. You can back periodically on your unlock status. Please allow up to 2 business days to process not included weekends.

Kenneth, AT&T Community Specialist

Tutor

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5 Messages

5 years ago

I generated the unlock request on May 8, and I tried to generate a new one
today (May 14).

Please, tell how can I get some help to generate a new request?

My data, if it helps:

IMEI: *****
AT&T prepaid phone number: *****

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

Tutor

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5 Messages

5 years ago

I generated the request on May 8, and I cannot generate a new one today (May 14) - al least 4 business days between.

 

I think the system misunderstood my first request. I generated one at May 6, I received the mail confirmation and I confirm the request. Next, on May 8 I received a mail telling that my order was cancelled because I didn't confirm (when I did it). Then, I generated a new unlock request on May 8, but I didn't received any mail (and I lost the second Request Number - I have tried with the first Request Number, but it was caceled).

 

I need to recuperate the actual Request Number, or eliminate the current unlock request to generate a new one.

 

How can I get some specific help? is there any email address to write?

Community Support

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232.7K Messages

5 years ago

Greetings @nmaluend!

 

Allow us to assist. We like to advice that once submitted, a device unlock request automatically processes, so no further action is necessary.

 

Also, usually, device unlock requests take 1-2 days to process. However, since the update in the email confirmation policy (as of April 29, 2019, confirmation emails are no longer required for devices active on the AT&T network) there has been an increase in submitted requests which has resulted in the additional time needed to process.

 

We hope this info helps!

 

Lar, AT&T Community Specialist

Tutor

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5 Messages

5 years ago

I'm not an active AT&T network user. I'm currently outside of USA,

I just need to recuperate my Request Number or cancel my current request to
generate new one. How can I do it? Is there any support mail to get some
help?
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