Hi there! Our apologies for the situation and for the very late reply! Our Technical Support team is aware of this situation and they're currently working on resolving it as soon as possible.
By "unlocking" the device, do you mean your device is locked by a security PIN-password you forgot? Or are you referring to unlock your device to use it with another provider?
Looking forward to your response!
We truly apologize for this inconvenience, Gisella. You can rest assured knowing that we will do everything in our power to resolve this.