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random_user1's profile

New Member


1 Message

Sun, May 1, 2022 9:01 PM

Unlock phone request - says information is invalid

I need to unlock my phone because I'll be traveling to Europe and would like to get a local SIM card there temporarily. I own the phone and have had a prepaid plan ($30 one) for more than a year.

When going to the website to unlock the device, it asks to enter the phone number, then the name and email. When I enter my name and email, it says information I've entered is incorrect. But it is correct and it's the same exact information as I see in my account's personal details online. I've even tried all uppercase but no luck.

I'm totally confused now, how do I unlock my phone?


Community Support


192K Messages

2 m ago

@random_user1, we want to help get your device unlocked. 


Let’s meet in a Direct Message to work on getting your device unlocked together.  Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).


In the meantime, here is more information on our eligibility requirements. Prepaid devices must be active for at least six months of paid service. You did mention that you've had service for more than a year. Your phone should eligible to be unlocked.


Here's the list of general requirements for all unlock requests: 

  • The device must be designed for use on, and locked to, the AT&T wireless network. 
  • 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

How to request a device unlock:

  1. Go to our Device Unlock portal.
  2. Select Yes if you are an AT&T Customer, No if you are not an AT&T customer
  3. Enter your telephone # if you are an AT&T Customer. Enter your IMEI if you are a non-AT&T Customer.
  4. Follow the prompts. 

We look forward meeting you in a Direct message to help get your device unlocked. 


Thank you for contacting AT&T Community Forums.


Lorie, AT&T Community Specialist

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