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Community Support

Community Support

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2.7K Messages

Friday, November 24th, 2017 1:25 PM

AT&T Device Unlock Help - Solutions & FAQS

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

Notice

If you are not the original owner of the device​ and are denied a device unlock, you will need to reach out to the original seller/ owner. AT&T is unable to assist. Read below for more information. 

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​​)​​.​

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​How to request a device unlock​

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​Check the status of your request​

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  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. ​
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  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.​
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​*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​​.​
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​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. ​

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​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.​
  • ​A device bought at full price must wait 60 days from that purchase date to be eligible to unlock (Prepaid requires 6 months of service & Postpaid is 60 days from the date of purchase if paid in full)
  • ​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​​. ​
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​ ​​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.​
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​ ​​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.​​ ​
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​Have you submitted an unlock request that has been denied and you are unsure why?​

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

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​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.​
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​ChrisZ, AT&T Community Specialist​

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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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1 Attachment

Mentor

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32 Messages

6 years ago

I dialed 2945#*150# and it opened up the option to type in an unlock code for the phone without having to use another company's sim. It then gave me ten chances to enter in the correct unlock code. Since I actually have a real unlock code that I received from ATT for this new GoPhone, I put that code in and it worked the very first time. Now, my GoPhone is 'successfully unlocked'. Makes your heads explode, doesn't it? Tomorrow I am going to go see if a new ATT sim can be read on the phone.

Mentor

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50 Messages

6 years ago

I bought an old iphone it’s asking me to wait 14 days to unlock since it previously activated under a different customer. No one has used this phone for much longer than 14 days since they upgrade and sold this. Does this mean 14 days after the first unlock attempt. I need this for international travel and stuff like that. The phone meets Full eligibility requirements. After opening a case with support they sent me the same error. their website unlock worflow returns. ATTs device unlock process seems to have incorrect data in its system

backend. This seems to be a failure with customer service support’s incompetency to reconcile the incorrect data regarding the phones imei.

 

Community Support

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232.3K Messages

6 years ago

Hello @JoeJohn,


Thank you for bringing this to our attention via the Community Forums. Having your device unlocked comes with many benefits. I apologize to hear you're experiencing trouble with getting this done. It's my pleasure to help!


We definitely want to review this request further. Please send me a private message to @ATTCares including any additional details you have regarding the device you would like unlocked. Thanks so much.


I look forward to speaking with you, and hope your day is wonderful!


Jess, AT&T Community Specialist

Mentor

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50 Messages

6 years ago

So basically what at&t did is give me the run around again. Instead of forcing the unlock or fixing their unlocking service so it works, since it meets all requirements stated. They just asked me for all my personal information and said to go ask the seller. They know i am

the buyer, i own the phone that was rightfully sold to me. So have me contact an ebay reseller? ATT will just ask the reseller to ask the person who traded it into them

to call att. Then ATT will have some excuse for them. Moral of the story i guess is don’t buy your devices from att if you need to upgrade or resell your device every so often to get the latest phone.

ACE - Expert

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23.9K Messages

6 years ago


@JoeJohn wrote:

So basically what at&t did is give me the run around again. Instead of forcing the unlock or fixing their unlocking service so it works, since it meets all requirements stated. They just asked me for all my personal information and said to go ask the seller. They know i am

the buyer, i own the phone that was rightfully sold to me. So have me contact an ebay reseller? ATT will just ask the reseller to ask the person who traded it into them

to call att. Then ATT will have some excuse for them. Moral of the story i guess is don’t buy your devices from att if you need to upgrade or resell your device every so often to get the latest phone.


@JoeJohn

 

actually that is on the reseller....  I had a iphone unlocked in 6 minutes 2 weeks ago...

 

unlock4.PNGunlock3.PNG

2 Attachments

Mentor

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50 Messages

6 years ago

Unlocks are automated. There is no way for the reseller to prove they are the reseller of the phone. att is the only has a record of the account the phone was sold to and what accoubts it has been used on. So no its not on the reseller, how would att even know it was the reseller calling. Yes I understand theoretically att unlocking system is supposed to work how they say it is. And theoretically its a service their customers are happy with and theoretically customers can buy phones from att while having some flexibility to sell their old phones and upgrade their devices. Sadly this isnt the case in this specific scenario.

Scholar

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335 Messages

6 years ago

@JoeJohn,

 

att should not be blamed for this. its YOUR responsibility because you bought the phone from an ebay user. you should know everything about the gadgets that you are purchasing online.

 

the only way to resolve this is for you to contact the seller, ask him/her to unlock it. if not, return the phone.

ACE - Expert

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23.9K Messages

6 years ago


@JoeJohn wrote:

Unlocks are automated. There is no way for the reseller to prove they are the reseller of the phone. att is the only has a record of the account the phone was sold to and what accoubts it has been used on. So no its not on the reseller, how would att even know it was the reseller calling. Yes I understand theoretically att unlocking system is supposed to work how they say it is. And theoretically its a service their customers are happy with and theoretically customers can buy phones from att while having some flexibility to sell their old phones and upgrade their devices. Sadly this isnt the case in this specific scenario.


That is the problem with installment agreements these days...  I do resell phones BUT I get them UNLOCKED before sale...  Hence the reason I BLAME THE RESELLER....  

Mentor

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50 Messages

6 years ago

ATT locks the phone so they are responsible for setting the unlock process then honoring that process. They should be motivated to honor this so they dont violate basic consumer protections. You can blame anyone you want, you can believe the sky is purple. At the end of the day, only att can unlock the device. This is the objective reality. If its in possession of the rightful owner, and that phone has been paid for or upgraded. They need to unlock the device. 

ACE - Expert

 • 

23.9K Messages

6 years ago


@JoeJohn wrote:

ATT locks the phone so they are responsible for setting the unlock process then honoring that process. They should be motivated to honor this so they dont violate basic consumer protections. You can blame anyone you want, you can believe the sky is purple. At the end of the day, only att can unlock the device. This is the objective reality. If its in possession of the rightful owner, and that phone has been paid for or upgraded. They need to unlock the device. 


actually there are other places to get unlocks but they cost....  Thats the problem with used phones the original owner is the only one ATT cares about sad but true.  

 

Actually ATT is not violating anything if you read the CTIA agreement....  Do I like the unlock portal no but its better than tmobiles method.

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