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Cha's profile

New Member


1 Message

Saturday, July 2nd, 2022 9:33 AM

Issue unlocking prepaid phone


I can't seem to unlock my At&t prepaid phone even though I meet the requirements. An error message appears saying my personal info doesn't match that of this account, when it actually does. How can I get help?

Accepted Solution

Official Solution

Community Support


231.3K Messages

2 years ago

Hello @Cha, let's get you the information to check your device unlock.


Check your request status

  • Check your email (including spam or junk folders) or text messages for updates on your request. If you don't have a wireless phone account, you have to select Confirm request on the email we sent you.
  • Go to and follow the prompts.
Good to know:
  • It usually takes a few minutes to approve your request, but it could take up to 48 hours. Don't have a wireless phone account? Make sure you select Confirm request on the email we sent you or request will be canceled.
  • If you can’t find the email or text message we sent you, submit another request and we’ll resend it.
  • If we don’t approve your request, it’s probably because your device isn’t eligible to be unlocked. Review the list of eligibility requirements.

We do have a few requirements for your AT&T Prepaid device to be eligible to be unlocked.

  • Your device must have been active for at least 6 months.
  • Be designed for use on, and locked to, the AT&T network.
  • Not be reported lost or stolen.
  • Not be involved with fraudulent activity.
  • Have all service commitments and installment plans completed and all early termination fees paid in full.
  • Not currently be active on a different AT&T customer's account.

If you meet these requirements We recommend you submit a new unlock request.


Please let us know if the information provided is helpful for you.


Danielle, AT&T Community Specialist




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