AT&T Community Forums

device unlock portal malfunction

I am having an issue with attempting to submit an unlock request. I was unable to confirm the email sent to me within the 24 hour period before it expired. When I try to submit a new request, I am told that there is already a request and that I am to confirm the email that was sent to me. But I cannot confirm the email as it is no longer valid in the 24 hour period that I had originally submitted the request. So I cannot confirm the request nor can I submit a new request. It is just stuck in this screwed up loop of (Edited per community guidelines). I would like to be able to get the issue fixed, and it seems like, according to other customers, this is not a new issue. Why has this not been fixed? From looking at these forums, this has been occurring since at least 2015. IT IS NOW 2022, THAT IS 7 YEARS!!!!! Come on now AT&T pull your heads out of your butts. And your company wonders why it loses all its customers.

Responses

ATTHelp

Community Support

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225.6K Messages

2 years ago

Hello @LadySavage7887 , let's look closer into the pending status of your unlock request.

Make sure that your device meets all the unlock device requirements. This will help us know if your device is eligible to be unlocked.

Is an AT&T phone or device and isn’t active on another AT&T account.
Was paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.
Has a paid-off installment plan.
- Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
- Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. Learn how pay off your installment plan.
Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post.
Hasn’t been reported as lost, stolen, or involved with fraud.
Is an AT&T PREPAID^SM phone that has had paid service for at least six months.

We would need a bit more information before we can proceed with your device unlock request on our end.

Are you the original owner of the device? If you are not the original owner, and bought the device from a third party, we would not be able to provide you with information about unlocking the device. You would need to contact the original owner or wait until the unlock request times out. Once it has timed out you can submit a new request.

Let us know so that we can take a further look.

Samantha, AT&T Community Specialist

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L

LadySavage7887

New Member

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3 Messages

2 years ago

All I need is the original request cancelled so that a new request can be submitted.That's it.

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LadySavage7887

New Member

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3 Messages

2 years ago

It's stuck in a loop of not being able to be confirmed nor is it being canceled.

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ATTHelp

Community Support

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225.6K Messages

2 years ago

We understand the need to have your device unlocked @LadySavage7887.

We are unable to cancel pending unlock requests. You will need to wait for the portal to reset itself. This can take approximately 30 days or so. We can help get your device unlocked but you would need to be the original owner of the device.

Please let us know if you are so that we can further assist.

Samantha, AT&T Community Specialist

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LadySavage7887

device unlock portal malfunction

ATTHelp

LadySavage7887

LadySavage7887

ATTHelp

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