cancel
Showing results for 
Search instead for 
Did you mean: 

Can't Unlock iPhone 5s?

Anonymous
Not applicable

I filled out the form to unlock my iphone 5s and then I got an email stating: 

 

Thank you for your unlatching request.

I'm sorry, we have not been able to unlatch your device at this time.
The reason given is:

You have not passed our security checks with the information that you
have provided. Kindly check that you have provided the correct
information.

 

So now what do I do?! How do I unlock my phone?? And why won't 02 unlock it for me?! I don't understand...

Message 1 of 12
3,399 Views
1 ACCEPTED SOLUTION

Accepted Solutions

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:
It says why - you failed the security checks, so you entered the wrong password of something like that.
Call cs and they can verify you in different ways.
http://www.o2.co.uk/contactus
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)

View solution in original post

Message 2 of 12
3,301 Views
11 REPLIES 11

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:
It says why - you failed the security checks, so you entered the wrong password of something like that.
Call cs and they can verify you in different ways.
http://www.o2.co.uk/contactus
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 2 of 12
3,302 Views

Cleoriff
Level 94: Supreme
  • 122366 Posts
  • 824 Topics
  • 7457 Solutions
Registered:

Hi @Anonymous

Two  things

1) Is it an O2 phone?

2) Is it actually already unlocked?

Veritas Numquam Perit

Girl in a jacket
Message 3 of 12
3,299 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:
Have a read through my unlocking post here too as you might be able to do it in your MyO2 http://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-SI...
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 4 of 12
3,293 Views

Anonymous
Not applicable

Huh??? No, my password is perfectly fine. This is just ridiculous.

Message 5 of 12
3,293 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:
It's not your o2 log in password - you have a separate security question that you set up at start of your contract.
Mothers maiden name or name of first school etc.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 6 of 12
3,290 Views

Anonymous
Not applicable

I don't have a contract. I'm on PAYG. I've put £30 onto my account. I wasted so much time and money. This is a joke. And guess what? There's a 15 min wait for customer service clowns to sort this mess out. Great!

Message 7 of 12
3,287 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:
15 mins is good compared to late.
Stay on the line and cs will sort it for you.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 8 of 12
3,283 Views

Cleoriff
  • 122366 Posts
  • 824 Topics
  • 7457 Solutions
Registered:

If it's PAYG I will ask again.Are you sure it's actually locked?. Try another sim in it to check

Veritas Numquam Perit

Girl in a jacket
Message 9 of 12
3,260 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:

@Cleoriff wrote:

If it's PAYG I will ask again.Are you sure it's actually locked?. Try another sim in it to check


Depends where the phone was originally purchased from.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 10 of 12
3,255 Views