Troubleshoot your device issues
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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

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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 @Humidity and Temperature sensors? Sorry not what I do... not even close. I work with Programmable Logic Controllers, Servo's, Robots, Human Machine Interfaces...

 

@Constructive which Mecklenburg High School? Looks like maybe part of your message got cut off. Sounds like you mean one of the directional schools, North, South, East or West?

Former Employee

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32.9K Messages

6 years ago

east

Guru

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673 Messages

6 years ago

@Constructive awesome. I know several teachers there, good friend was the Head  Football Coach the last 4-years there

New Member

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25.7K Messages

6 years ago

@Constructive so much for civil. Hes back to the insults. 

New Member

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25.7K Messages

6 years ago

@JoeJohn its prob getting deleted because instead of being constructive you have been using insults repeatedly. 

Contributor

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1 Message

6 years ago

Looks like someone forgot the part where.... ITS PAID FOR.... ITS YOUR PHONE.... OH.... O... ITS NOT.... 6 MONTHS WAIT TO UNLOCK !!!

 OH!!! IF YOU BUY A BRAND NEW ATT PHONE FOR THE BRAND NEW PRICE AND ITS BAD YOU GET A USED REPLACEMENT PHONE !!!!!!!!!!!

NEVER AGAIN WILL I PURCHASE ANY SAMSUNG GUANO OR ATT GUANO !!!

 

 

 

 

 

 

 

 

 

 

 

NE AND ITS MAD YOU GET IT REPLACED WITH  U. S. E. D. PHONE !!!!

\

New Member

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25.7K Messages

6 years ago

@JoeJohn im a burner account? LOL. My accounts over a year old

Former Employee

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32.9K Messages

6 years ago

@Anonymous  i havent seen a post from him since mine, maybe i missed something and they got deleted, im wondering if yumother is actually a joejohn burner account,

New Member

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25.7K Messages

6 years ago

@Constructive he had a post with insults removed, and reposted it because he said it shouldn't be removed for just "hurting some bodies ego". He also accused me of being @ODad s burner account 

ACE - Sage

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115.8K Messages

6 years ago


@JoeJohn wrote:

@ODad it doesn’t matter if its eligible or not. This fourm is enough evidence to prove the portal does not unlock eligible phones a large majority of the time.


Nonsense.  A handful of problems posted here is not a reflection of the number is successful unlock requests 

I bought new phones from ATT 4 years ago.  Note 3, unlocked, sold. Two iPhone 5s, 1 unlocked, gave away, the second broken.  

Bought used phones:  Samsung GS3, unlocked, sold. iPhone 5, broken, unlocked, sold for parts. Samsung GS6, unlocked, sold.  Unlocked SG7, unlocked sold.  Samsung Note 4, unlocked, sold.  Samsung Alpha, unlocked sold.  Bought a second Note 3, unlocked, sold.  Samsung galaxy S8, unlocked, still own.  

The only phone that gave me trouble was the iPhone.  Denial said it was on another users account when it was not in use at all.  Fixed with a phone call.  

 

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