10-23-2018 4:58 PM
Hi I was gifted a Iphone from a family member. I have been trying to unlock it but the online system does not work and no one at my local store will help me. I submitted the request friday, never got the confirmation email. 48 hours go back and I get an email saying that the unlock was canceled because I did not accept the request and to submit a new form. I go to submit a new form and then I got an error saying I have a pending request. I track my request using the req number and it says it is paused because they are awaiting the confirmation email. I talked to live chat and they were everything but helpful. The person didn't understand what I was saying and just said he would escalate it and nothing has happened since. I am literally phoneless awaiting this.
Solved by: Go to Solution.
10-25-2018 12:30 PM
We can definitely provide you with some more information about the device unlock process. It can take up to 2 business days for us to respond to your device unlock request. The link in your confirmation email expires in 24 hours. At that time, your unlock request will be canceled, and you will be able to submit another wireless unlock request with our Device Unlock Portal. Please be sure to enter your email address correctly or use a different email address to make sure that you receive the confirmation email. If the status of your unlock request is still pending, it may take some additional time for your unlock request to be canceled. Let us know if you do not receive your confirmation email again within two business days after your new unlock request and we'll be happy to help.
Sean, AT&T Community Specialist
05-06-2019 5:51 PM
I have the same problem. It won’t let a new request be submitted. For days. Because of a supposed pending request. I have a screen shot of the screen thanking me for confirming the request, but it still canceled the request for not confirming. And I called tech support and they said they submitted the request from their end and that I would get an email confirming the unlock...but I never got one. Screwed out of the use of a phone THAT I PAID FOR UP FRONT. I AM GOING TO CANCEL SERVICE ON THE 4 DEVICES I HAVE WITH AT&T BECAUSE YOUR CUSTOMER SERVICE IS USELESS.
05-18-2019 9:30 AM
everytime i go to att.com/deviceunlock the will not load, and the link that att send me in my email to confirm to unlock my iphone will not load, it is just a black page. It expires soon, and how an i supposed to confirm it if the lick doesnt't work and i have tried it on a compuer and tablet.
09-28-2019 9:47 AM
I submitted a case via 611 that when I tried to unlock my iphone, I got the error message that says "Looks like you haven't paid off your device yet. Follow these steps to pay off your contract. Then, wait 24 hours before you submit a new request". Both the store and 611 confirmed that my phone has been paid off and I got an email that my 611 case is closed 2 days ago. I tried to unlock my phone and I am still getting the same message. I have cleared my cache, used a different browser to unlock and still get the same error. When I click on the status of my device, it says it's eligible for Upgrade. HELP!