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Community Support

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2.7K Messages

Fri, Nov 24, 2017 1:25 PM

AT&T Device Unlock Help - Solutions & FAQS

Learn what you need to do to unlock your device and the requirements 

To unlock your device, you need the right keys. By keys I mean, device eligibility. Unlocking your phone seems cut and dry but there are requirements it must meet first.  Below you learn which set of keys you'll need before your device can be unlocked. You'll also find information about why your request may have been denied (scroll toward the bottom of the page).

 

How to request a device unlock

Check the status of your request

  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, Email confirmation will also be required.
  4. Follow the prompts. 
  1. Click the link in your *Text message to check your status. If you are a **non-AT&T customer, click the link in your Email follow steps 2-4.
  2. Go to our Status Portal.
  3.  Enter your IMEI Number & Request Number.
  4. Follow the prompts.

 

*AT&T customers will receive a unique Text that can be used to check the status of your unlock request without the need of entering your IMEI Number or Request Number.

**Non-AT&T customers will receive an email and must follow steps 2-4 above.

Things to know:

  • The device unlock process usually takes minutes and we will let you know when your request is complete. For non-AT&T customers If prompted, please confirm your request in the email we send you.

  • AT&T cannot unlock devices from other wireless carriers.
  • Business customers can submit an unlock request through the same Device Unlock portal.

Email Confirmation 

In some instances, you may need to confirm an unlock request via email. In some instances, the email is routed to your primary email folder, in others, it may have been routed to spam. So, check spam and trash to make sure the email did not go there. 

 

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.
  • If a new AT&T device, active service for a period of time is required.
  • 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

Before purchasing a device from a non-AT&T authorized dealer or sites like eBay, 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. If you purchase the device and it is NOT unlocked AT&T will not be able to unlock the device.

Postpaid Customers

  • If your device was purchased on an installment plan, your account must be active for at least 60 days, with no past due or unpaid balance.

AT&T Prepaid

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

Non-AT&T Mobility Customers

  • You currently do not or 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.

Have you submitted an unlock request that has been denied and you are unsure why?

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.

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

1 Attachment

Accepted Solution

Official Solution

Community Support

 • 

2.7K Messages

5 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 

Accepted Solution

ACE - Sage

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102.3K Messages

5 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.  

Accepted Solution

GLIMMERMAN76

ACE - Expert

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23.5K Messages

5 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.

Accepted Solution

Constructive

Employee

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30K Messages

4 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/#/

Accepted Solution

ACE - Sage

 • 

102.3K Messages

3 years 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.

 

 

Accepted Solution

ATTHelp

Community Support

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204.2K Messages

3 years 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

Contributor

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1 Message

6 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.

ATTHelp

Community Support

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204.2K Messages

6 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 

 

Contributor

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1 Message

5 years ago

Unlock codes at&t

 

Contributor

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1 Message

5 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 

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