I'm trying to unlock AT&T Lumia 1520, I followed the steps on the unlock support page

[Windows Central Question]

I'm trying to unlock AT&T Lumia 1520, I followed the steps on the unlock support page,I got a confirmation email and a code to track my request. 10 minutes later I got the following email:
Thank you for contacting AT&T about unlocking your mobile device. Because of AT&T guidelines, we aren't able to unlock your device. For more information about unlocking a device, check out our device unlock support page.
Any help?

 

[Ed Boland]

If it's paid off and has a clean IMEI number, they should unlock it no problem. I'd take it into an AT&T store and have them do it there.