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NRod's profile

New Member

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1 Message

Sun, Sep 25, 2022 5:55 PM

Unlock Phone Confirmation Email Not Sent

Hello, 

I have a phone that needs to be unlocked. My family and I have switched networks from this one and got new phones, so I gave my friend my old one from this network and it needs to be unlocked. We went to the website to get a network unlock code and put all the appropriate information in, but it has been over 24 hours and the email that he needs to confirm that he needs an unlock code has not been sent. We have checked both his spam folder and his primary multiple times and it is still not there. The phone is a Samsung Note 9.

We tried to resubmit the form to get another email sent out like the website suggests, but the website says a form was already submitted (while at the same time the website also says that his request was paused because he needs to confirm the request in the email). 

Please help, we would like to get this taken care of asap. 

ATTHelp

Community Support

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203.5K Messages

2 months ago

Hello @NRod, we're happy to help with information to help with your unlock concerns.

 

It may take 7 business days, or longer, for your request to be processed. In some instances, the email is routed to your primary email folder, in others, it may have been routed to spam. So, check spam and trash to make sure the email did not go there. 

  • If you have submitted a request, and it is paused or pending, this means that it is still under review. In this case, you will need to wait for the original request to cancel before submitting a new request. 

Keep in mind: If a phone is purchased from a non-AT&T authorized dealer or sites like eBay, AT&T may be unable to unlock the device. Before purchasing the device, make sure the seller performs the unlock request. In some instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the device.

 

In some instances an unlock may be delayed or denied because of account-related items or even fraud.

  • The device must be designed for use on, and locked to, the AT&T wireless network.
  • If a new AT&T device, active service for a period of time is required.
  • It must not be reported lost or stolen.
  • It’s not associated with fraudulent activity.
  • All the device’s service commitments and installment plans are completed, and all early termination fees are paid in full.
  • The device is not currently active on a different AT&T customer’s account.
  • If you performed an early upgrade, you must wait the 14-day buyer’s remorse period before you can request to unlock your previous device.
  • Visit our Unlock Support page for the full requirement list

We're here if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

New Member

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4 Messages

2 months ago

Read the numerous accounts online and you will learn that AT&T refuses to unlock phones. I have been trying for over a week and the message I get is “You have an unpaid balance”. That rubbish- I’ve never had an account with them. They’re holding this device hostage although it’s paid off and no longer theirs. It’s robbery and I plan to file a complaint with the Federal Trade Commission. AT&T’s business practices are unfair and I suspect illegal.

New Member

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4 Messages

2 months ago

The fraudulent activity they refer to is AT&T’s custom of refusing to unlock phones.

kdfederer

ACE - Expert

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12.7K Messages

2 months ago

I have never had a problem unlocking phones that were fully paid off. You said you never had an account with AT&T? Where did you get the phone from? If you didn't get it from AT&T but from a reseller, the original owner of the phone most likely never paid for the phone before selling it.

New Member

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4 Messages

2 months ago

I’ve seen her most recent account statement. The phone is fully paid and lawfully hers to sell. Read up on this issue and you will see it’s a recurring nightmare for many.

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