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Master Thread: 33+ separate customers reporting UNLOCK confirmation issues since ~ April 27, 2019

Contributor

Master Thread: 33+ separate customers reporting UNLOCK confirmation issues since ~ April 27, 2019

Hi ATT,

 

Issue:

  • Unlock requests submitted to the Unlock page are being cancelled since ~April 27, 2019
  • Reason for denial is: 'Looks like you didn't confirm your request."
  • Confirmation email link WAS indeed clicked, received confirmation page in browser

Steps to reproduce

  1. Fill out the Unlock page with IMEI and contact information
  2. Receive confirmation email
    ConfirmEmail.jpg
  3. Click 'Confirm' in the email, receive browser message "Thanks for confirming!"
    ConfirmWindow.jpg
  4. Next day received cancellation email: "We had to cancel your unlock request [...] Looks like you didn't confirm your requestCancelEmail.jpg

 

Links to other threads in this community forum with the same issue, starting around April 27th through May 8th (today):

 

Action:

  • ATT, there appears to be a system problem with unlocking confirmation. Please address with your website team and let these customers know when fixed.

Thank you. PM me for further details.

 

-rp

 

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Message 2 of 10
Contributor

Problem with Unlock Request

I tried like 3 times already to get an unlock code for an LG V35 but every time it says that i did not confirm the unlock request, 3 times already i submitted a new request and 3 times i confirmed the unlock request and i always get the same answer. Please help me.

Message 1 of 10
ACE - Master

Re: Master Thread: 33+ separate customers reporting UNLOCK confirmation issues since ~ April 27, 201

This isn't how you get action from AT&T. If you are unable to successfully unlock your phone after meeting the requirements and submitting a request, file a complaint with the FCC. You will get contact from someone who can help solve your issue, and if there are enough complaints, the FCC might be able to pressure AT&T into finding a permanent fix. 

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 10
Contributor

Unable to unlock AT&T iPhone

I’ve submitted three separate requests to unlock my girlfriend’s iPhone 6. I’ve clicked the confirm link that gets emailed to me and It always says that my request is in progress—but then after two days it says the request was cancelled because I never confirmed it... I went into a corporate AT&T store and they were unable to help me either. Any advice as to how to get it unlocked?

 

Its also worth noting that the phone is completely paid off and hasn’t been used in months. 

Message 4 of 10
Voyager

Need help with unlocking a iPhone X

When I fill out the form to unlock and then confirm my email ( tried it twice),  a day later I get a message saying I was denied for not confirming my email. 

 

It's possible it could be unlocked already. It was bought at full retail price.

 

If by some chance it's not, I need it to be. Can a At@t rep please help?

Message 5 of 10
ACE - Master

Re: Need help with unlocking a iPhone X

@Youngnoble@Zanoyr26 : Please read post #2

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 6 of 10
Contributor

Can’t Unlock Phone

I have tried unlocking my Samsung s7 but I received an email saying it was cancelled because I didn’t confirm it with the link. I did confirm it with the link. I am trying again hopefully this doesn’t happen. I meet all the requirements to unlock a phone.

Message 7 of 10
Administrator
Solution
Accepted by topic author
Accepted by rpertusio
‎05-08-2019 2:06 PM

Re: Problem with Unlock Request

Hello @carlosrdiaz

 

We're sorry to hear that you are having trouble receiving a confirmation email for your device unlock request. Please know that AT&T is aware of the glitch, and is working diligently to restore the unlock request service option quickly as possible. We appreciate your patience at this time, and do apologize for the inconvenience.

 

Dwight, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Tags (1)
Message 8 of 10
Professor

Re: Problem with Unlock Request

@MicCheck In this case, coming to this forum does seem to have helped. I don't think running to the FCC or BBB is the solution in all cases.

Message 9 of 10
ACE - Master

Re: Problem with Unlock Request


@QuarryRye wrote:

@MicCheck In this case, coming to this forum does seem to have helped. I don't think running to the FCC or BBB is the solution in all cases.


AT&T being aware of the glitch doesn't help anyone unlock their phone. The need to get escalated for that. Unless they file a FCC or BBB complaint, they will just have to wait. 

 

The FCC or BBB isn't the solution in all cases, but when AT&T isn't unlocking phones as it agreed to, making the FCC aware is important. 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 10
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