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).
Sometimes there are two steps to unlock your device:
- Request the unlock
- Confirm the unlock via email.
How to request a device unlock
Check the status of your request
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.
Things to know:
- It may take 7 business days, or longer, for your request to be processed.
- AT&T cannot unlock devices from other wireless carriers.
- If you are a business customer, visit our AT&T Small Business Support Center.
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.
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
In some instances an unlock may be delayed or denied because of account-related items or even fraud.
- 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
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.
- 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.
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)
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
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For additional support, please visit us at our AT&T services hub.