AT&T Holiday Deals & Gifts - Don't miss these holiday deals on the latest devices!
The new iPhone 14
D

New Member

 • 

2 Messages

Wed, Jun 17, 2020 10:07 PM

iPhone unlock request approved, but SIM card not supported

I need help unlocking my father's iPhone 6 Plus. I submitted an unlock request through the online portal on 6/13, and it was approved the same day. However, following the non-AT&T SIM card instructions does not complete the unlock. He receives the message that the SIM card is not supported, and he needs to contact the carrier to unlock the phone. He has not done an iTunes backup and restore, as he does not have an AT&T SIM card.

 

From reading other customers' similar problems, it sounds like something is stuck in the communication between AT&T and Apple's servers. Others have mentioned solving the issue by having AT&T customer service "push through" the unlock to Apple. I am unable to find a way to contact anyone directly about this.

Accepted Solution

Official Solution

sandblaster

ACE - Expert

 • 

60.9K Messages

2 years ago

First thing to verify is that the phone is connected to WiFi and internet access is working. That is how the phone communicates with Apple activation servers. If you are sure the phone is connecting to Apple but the phone still won’t unlock, then the Apple activation servers probably haven’t been updated. You can either put in another unlock request in hopes it goes through this time or call. There is no special number to call, you just need to ask for advanced tech support. As a last resort, file an FCC complaint.

New Member

 • 

2 Messages

I've had him verify the internet connection and try again, with no luck. It says it's locked by the carrier and to contact Apple for assistance. From what I've read, it sounds like Apple will tell me to contact AT&T.

 

Any advice on how to reach advanced tech support? I called the general 1-800 number, but got stuck in a loop asking for the relevant account info. This is not an account-related problem.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.