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2.5K Messages

Fri, Nov 24, 2017 1:25 PM

AT&T Device Unlock Help - Solutions & FAQS


DeviceUnlock_.png

Not able to unlock your device?

If you are planning to use your AT&T Device with another carrier, it has to be unlocked and meet the requirements listed below.  You'll also find information about why your request may have been denied.

 

Something To Know: It can take 7 business days, or longer, for your request to be processed.

 

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. 

Check the status of your request by:

  1. Go to our Status Portal.
  2.  Enter your IMEI Number & Request Number.
  3. Follow the prompts.

Heads Up: AT&T cannot unlock devices from other wireless carriers. If you are a business customer, visit our AT&T Small Business Support Center

 

Website Troubleshooting: If you have an issue with the site, delete cache, cookies, and restart your browser. In some instances, you may need to use another browser. 

 

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

eBay & Non-AT&T Purchases

If a phone is purchased from a non-AT&T authorized dealer or sites like eBay, AT&T may be unable to unlock the device. Before purchasing the device, make sure the seller performs the unlock request. In some instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the device.

 

Postpaid Customers

  • Your account must be active for at least 60 days, with no past due or unpaid balance.

Prepaid / GoPhone®

  • The device must be active for at least six months of paid service.

Non-AT&T Mobility Customers

  • You’ve never had an AT&T wireless account and you meet the General Requirements for unlock requests.

Deployed Military Personnel (Current AT&T Customers Only)

  • Current AT&T customers who are active and deployed military personnel, and have provided deployment verification, need to meet all the General Requirements, except those related to the device's service commitments, installment plans and early termination fees.
  • AT&T, at its sole discretion, may limit the number of devices military personnel can unlock.

Meet the requirements and are an AT&T Customer?

Chat with us so we can look at your request further. (Scroll down to find the chat option)

 

Important:

AT&T reserves the right to deny any unlock request that it concludes would result in an abuse of this policy or is part of an effort to defraud AT&T or its customers. AT&T further reserves the right to alter this unlocking policy at its discretion without advance notice.

 

ChrisZ, AT&T Community Specialist

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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Community Support

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2.5K Messages

3 years ago

Requesting a device unlock? Was your phone denied? Check out the article above to learn how to unlock your device and why it was denied. 

 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Accepted Solution

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lizdance40

ACE - Sage

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78.5K Messages

3 years ago

@DPenhead  Does your ATT SIM card work in other phones?   

You do not need to unlock an ATT phone to work on ATT.   If the phone works with other Att SIM cards, but your SIM card doesn’t work in ATT phones, then it’s  the SIM card.  

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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GLIMMERMAN76

ACE - Expert

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20.5K Messages

2 years ago

The FCC can't pass laws...  Rules yes but not laws...  The ctia rules are a agreement for unlocking and it's voluntary.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Constructive

Employee

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14.7K Messages

2 years ago

@Kabrasaket  have you met the requirements? They are very strict on meeting the requirements.if you meet the requirements then ive included the unlock portal link,

  • Your device isn’t reported lost or stolen, or involved with fraud.
  • You must complete your contract or installment plan (including early termination fees). Or, pay off an installment plan early and then make another unlock request in 24 hours.
  • Your device isn’t active on another AT&T account.
  • If you upgraded early, wait 14 days to unlock your old device. Business customers wait 30 days.
  • Your service must be active for at least 60 days with no past due or unpaid balance.
  • AT&T PREPAID (formerly GoPhone®) devices must have at least 6 months of active service.
  • If you’re military, we’ll ask you to email your TCS or PCS (Temporary / permanent change of station) documents for eligibility. You won’t have to complete installment plans or contracts.
  • If you have a business-owned device, your company must authorize you to unlock it.

 Go here if your phone meets all the requirements https://www.att.com/deviceunlock/#/

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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lizdance40

ACE - Sage

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78.5K Messages

a year ago


@gmalaska wrote:

I need to unlock my phone for 2 months for travel overseas. So how does this work when I get back to the USA and back on my AT&T plan? Does the phone remain unlocked?? Please explain.


There is no such thing as a temporary unlock. Once a phone is unlocked it remains unlocked. If your phone is paid off and all other requirements met for unlocking, you can submit an unlock request through the portal.

https://www.att.com/deviceunlock/#/

   Your plan has absolutely nothing to do with whether your phone is carrier unlocked or not. If you have questions about managing your plan while you are out of the United States, please ask that that is a separate issue.

    If you are a prepaid customer you would want to switch to a pay per use plan before you leave the country, and refill with the minimum $25 which will hold your plan open for 90 days without charges.  The $25 will be available to you for a monthly service when you return.

    If you are a postpaid customer, please set your account to auto pay so that you are not suspended and sent to collections before your return to United States.

 

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Accepted Solution

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Brand User
ATTHelp

Community Support

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136.9K Messages

a year ago

Hello @babyshark1024,

 

We are here to help! Unlock request can take a few weeks depending on volume. We recommend using the Unlock portal to monitor the status of your request. Thanks for reaching out to us. 

 

Makaela, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

1 Message

4 years ago

Is AT&T having issues on their website for the unlock your device request?  I am trying to unlock my old Iphone and it keeps giving me an error message about technical difficulities.  Please Advise.

Brand User
ATTHelp

Community Support

 • 

136.9K Messages

4 years ago

Hello @pshah611,

 

Answer UpdateIf you see an issue with the site, try using another browser. If the issue persists, please chat with our teams. 

 

Need To Setup A Device Unlock Request?  

If you are attempting to unlock your device or have questions regarding why a request cannot be processed, check out our Device Unlock article. You will find information on how to unlock your device and important information. 

 

ChrisZ, AT&T Community Specialist 

 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

1 Message

3 years ago

Unlock codes at&t

 

Contributor

 • 

1 Message

3 years ago

I recently purchased Iphone8 plus on AT&T next plan and made the full payment as I need to go to India for a family emergency and need to get the Device unlocked for the same

but the email I received after submitting the request says the request has been denied as the device has been flagged for fraud. I can’t understand how it’s a fraud if I have paid the entire amount 

Contributor

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1 Message

3 years ago

My iPhone 6 was bought in 2015 and finished the contract, I can use other at&t card but cannot use Chinese carrier SIM cards. Could you please advise how can I unlock my iPhone 6 that I can use Chinese SIM card? Thanks

Contributor

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1 Message

3 years ago

While in America a friend gave us there old iPhone 5 to use and said we could keep it when we moved back to Australia. We bought a pre paid plan on AT&T for the 2 months we were visiting. We just moved back and I want to use my Australian sim but it says its locked. When I tried to submit the form with AT&T they say we can't unlock it because we have been with them less than 6 months. Is there any other way around this?

Thanks Alex

Community Support

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2.5K Messages

3 years ago

Hi @Montywu,

 

I move your thread to our unlock article. You will find information above on how to request a device unlock the rules around it. 

 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

1 Message

3 years ago

I am having problems unlocking a phone for my mom. She recently bought a brand new at&t prepaid phone from walmart. She has never had an at&t account. I requested for unlock but denied because the phone has not been active for 6 months. I have unlocked a new at&t gophone phone in the past without being a customer or having service for 6 months.. she has not activated the phone, it is still brand new in the packaging. has the policy changed? 

Tutor

 • 

8 Messages

3 years ago

Hello,

 

My iphone 6 will not allow me to unlock using your site. I bought it full price from Apple over the summer. Please help as I am moving out of the country and need to unlock my iphone asap.

 

Best,

Jennie

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