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Troubleshoot your device issues
ATTHelpForums's profile
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

Guru

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673 Messages

6 years ago

@JoeJohn  how much did you pay for that device? When you purchased the device, the paperwork stated you had to have 6-months active Service. You get the device so cheap because AT&T expects you to use the service. Your phone is Subsidized . Nothing illegal about it, and you entered into the agreement to use it 6-months knowing this. I've picked up several of these Subsidized phones to play with a certain technology  and not have to post an arm and a leg. Everyone of them  started the 6-month requirement.

Mentor

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50 Messages

6 years ago

My family member used this on ATTs network for about 2 years, we bought it from ATT  back when they sold them.

Mentor

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50 Messages

6 years ago

So if you stick a prepaid sim in an ATT device that is eligible for unlock it becomes non-eligable once more. 

Contributor

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1 Message

6 years ago

Hello,

 

Trying to unlock my iphone -request was denied- stating: "Unfortunately, the device you're trying to unlock is associated with fraud so we can't unlock it".

 

Please help!!

 

Marc

Former Employee

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32.9K Messages

6 years ago

@schroem1  Its now a paperweight, it will not only not be able to be unlocked it will not be able to be used an any network, you may have some luck if the person that reported the fraud i.e stolen  called at&t or the original carrier and tell them the stolen /lost phone was located.

Mentor

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50 Messages

6 years ago

@schroem1 i dont buy it. So much data is messed up in their imei database. Look at this thread. ATT is just locking as many devices as possible its very important you change services and ditch ATT. Dont buy another one of their devices if this thread isnt enough proof of that idk what is. Leave activation locking up to companies that can do it like apples icloud activation lock.

ACE - Expert

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23.9K Messages

6 years ago


@JoeJohn wrote:

@schroem1 i dont buy it. So much data is messed up in their imei database. Look at this thread. ATT is just locking as many devices as possible its very important you change services and ditch ATT. Dont buy another one of their devices if this thread isnt enough proof of that idk what is. Leave activation locking up to companies that can do it like apples icloud activation lock.


@JoeJohn

 

Most of these problems come from folks buying a prepaid phone thinking they paid full retail price for it...  And a ton of them are iPhones.

Mentor

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50 Messages

6 years ago

@GLIMMERMAN76 1. Buy a prepaid sim. 2. Take an iphone that is over 2 years old paid off and never been on a prepaid service but has not been unlocked by ATT. 3. Stick the new prepaid sim in that phone. 4. Send a text

message or use some data to verify its been activated. 5. Try to get the iphone unlocked.

 

 

you will recieve an error saying the phone was subsidized by att and wont be unlock eligible till after 6 months. 

 

Moral of the story: do not purchase devices or use sim cards from ATT its better to avoid their services all together. Plenty of carriers do not lock their phones (sprint & verizon) cdma

Iphones are backward compatable with gsm. ATT makes it difficult for you to recoup the cost of your device, preventing upgrades, turning your phone to a brick. ATT will keep this software bug inplace, hopefully someone files anticompetitive practice LS.

Contributor

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2 Messages

6 years ago

Hi,

 

I am a long time customer of AT&T.  I have had my LG G5 for 1 year and paid it off the day I purchased the phone. I sent a request to unlock the phone but it was denied. I called customer service and, after a 30 min call and 20 min being on hold, I was told that the matter would be pushed through and was given a case number. The following morning, I received an email claiming that it was denied due to the fact that my phone wasn't paid in full. Please help!!

Contributor

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2 Messages

6 years ago

Hi @ATTHelpForums

 

I am a long time customer of AT&T.  I have had my LG G5 for 1 year and paid it off the day I purchased the phone. I sent a request to unlock the phone but it was denied. I called customer service and, after a 30 min call and 20 min being on hold, I was told that the matter would be pushed through and was given a case number. The following morning, I received an email claiming that it was denied due to the fact that my phone wasn't paid in full. Please help!!

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