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2 Messages

Mon, May 6, 2019 4:36 PM

Unlock Request

Update: I have been trying for a month to unlock 3 phones. I had 2 att accounts and now have 1. After all this I will probably close out my other phone account with 4 lines.

Heres what I get:

50% of the time it says its sending an email to confirm but the email never arrives.

When the email is received I confirm it. Then when I check the status it says pending.

30 hours later I receive an email saying the request has been cancelled because it wasn't confirmed. 

This endless loop has been repeating for a month. Its ridiculous. 

I have screen shots showing all this is true.


Accepted Solution

Official Solution

Brand User

Community Support


128.1K Messages

a year ago

Hello @stevecaymanbrac!


We can help you with that. Please check the status of your device unlock request. As of April 29, 2019 Request Confirmation Emails are no longer required unless the device is non-active. Should the status of your phone return unavailable or not processing, feel free to submit another request.


We hope this info helps.


Lar, AT&T Community Specialist

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1 Message

8 months ago

How is this a solution?  All it does is link to the article about how the process is *supposed* to work.   I’ve had the same “loop” happen multiple times now on a device.  I submit an unlock request and then immediately click the confirm link in the email.  Checking the status in the next couple of hours after that  simply returns a page with what looks like a “error” symbol (red with exclamation point but no actual error message).  The next day it conveniently tells me it’s still waiting for me to click the confirmation link, which of course is not possible since I’m “too late”.  This exact sequence has happened twice in a row for the same device now.  It’s kind of not feeling like a coincidence.

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