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Community Support

Community Support

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2.5K Messages

Fri, Nov 24, 2017 1:25 PM

AT&T Device Unlock Help - Solutions & FAQS


DeviceUnlock_.png

Not able to unlock your device?

If you are planning to use your AT&T Device with another carrier, it has to be unlocked and meet the requirements listed below.  You'll also find information about why your request may have been denied.

 

Something To Know: It can take 7 business days, or longer, for your request to be processed.

 

How To Request A Device Unlock

  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.
  4. Follow the prompts. 

Check the status of your request by:

  1. Go to our Status Portal.
  2.  Enter your IMEI Number & Request Number.
  3. Follow the prompts.

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

 

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. 
  • 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.

 

Postpaid Customers

  • 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)

 

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

Responses

GLIMMERMAN76

ACE - Expert

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21.3K Messages

3 y ago

And there is the problem.  It was never activated on Sprint.  Tmobipe does locking different.  Your phone locked to att as soon as the prepaid sim was inserted in the sim card tray.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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6 Messages

3 y ago

Be that as it may. It’s a ridiculous policy. What’s worse is now ATT won’t unlock the Sprint phone because it thinks I haven’t fulfilled the 6 months period. I’m not trying to unlock their prepaid phone for God’s sake.

Contributor

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2 Messages

3 y ago

Good afternoon. When I fill out the form to unlock my phone, I get an error every time

"Oops! Looks like we're having network difficulties. Try again later."

Contributor

 • 

2 Messages

3 y ago

Good afternoon. When I fill out the form to unlock my phone, I get an error every time

"Oops! Looks like we're having network difficulties. Try again later."

Contributor

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2 Messages

3 y ago

Hi I submitted two unlock requests 10/14/18 at 8:30AM CT. I got an email with in minutes for one unlock and never got an email for the other phone number. The website to resubmit still says I haven't clicked the link in the email (which I never got). Can someone help me?

Contributor

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1 Message

3 y ago

Trying to unlock for international travel but no customer service shown so far

i am travelling out of the states for three months. I don’t want to be getting their international travel plans that the agents keep selling to me. My account is in good standing and I have been requesting to unlock my iPhone X for the last two weeks. Nobody has been able to do the same

Contributor

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1 Message

2 y ago

I just ordered an iPhone 8 from eBay. It meets all eligibility for an unlock. I didn’t realize that unlocks with eBay may have issues. It’s been almost three business days since I requested an unlock. I thought that I’d have an answer in 2 Days? The imei is clean and I can ask the seller for an unlock if needed. I don’t know what to do.

DPenhead

Mentor

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32 Messages

2 y ago

Send it back and NEVER BUY AN APPLE PRODUCT EVER AGAIN. 

That is the only real solution to any of these problems anyone has with any Apple products. Just stop buying them. They aren't good phones anyway... I got fed up with my iPhone, switched to purchasing fully unlocked phones like the Xperia XA1 for $129 and ALL of my woes stopped. I ran into one issue with a Phoenix 3 last year that AT&T figured out a way to reverse engineer the operating system and lock some of the GoPhones now, but the solution was a lengthy process of reflashing the OS on the phone. It would have worked, but it was such a pain in my A___ that I just decided to quit and to NEVER buy any electronics from Walmart ever again, NEVER buy any electronics from an AT&T retailer ever again, and NEVER...I mean NEVER buy a brand new phone for retail pricing EVER again from anyone. They can just go chew on a wilted carrot from now on as far as I am concerned. Stop beating your head against a brick wall that refuses to budge, or hear the voices of the 'peasants'. Just fire every company that causes you grief and go on with life. I have. I love the phone I own now. It does everything. Not just that, but the 23mp camera takes fantastic photos. I don't care if AT&T or any of the companies that have now lost my entire family's business for life even know that I am gone... I will just let some other nitwit blockhead pay them for products that don't last longer than 2 years because of the no-lead solder, yet still have a 200% markup. I am not doing that anymore. No one I know is doing that anymore. All of us that realize what is really going on spend every instant that we can to inform everyone that we can that there is a much better and less painful way to spend our hard-earned money. I have spent well over $20,000 on cell phones over the years, and each year these companies invent a new way to steal from us. I am done. You should be too. ALL OF US SHOULD BE... Why do you all resist doing what we need to do to put a permanent stop to this sort of shady business practices? Seriously... 

And, another thing... this forum refuses to let me use words that are NOT BAD WORDS. What is that about? Are we in preschool? Gees... It is like this forum is run by fundamental Southern Baptists...   

(Cue the AT&T corporate 'fluffers')

 

 

Contributor

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2 Messages

2 y ago

Hi, i am trying to unlock a Note 8 from ATT as a non customer.

The phone has been paid off on the 10/20/2018 but when i request an unlock code, it says that it has not been paid off.

 

Can you help me as it has been more than 48 hours since the phone has been paid off.

Thank you!

GLIMMERMAN76

ACE - Expert

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21.3K Messages

2 y ago

@DPenhead

 

Nice rant as usual...  I do know apple is the only OEM that will support a 5 year old product.  No android OEM will go that far.  If you balance cost for years of service apple products are not that expensive.  But I don't buy budget unlocked phones because I want advance features like wifi calling and advance messaging.  It is what it is.  I have a iPhone xs max that I had unlocked the other day took 10 minutes to get the code.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
GLIMMERMAN76

ACE - Expert

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21.3K Messages

2 y ago


@sokefac wrote:

Hi, i am trying to unlock a Note 8 from ATT as a non customer.

The phone has been paid off on the 10/20/2018 but when i request an unlock code, it says that it has not been paid off.

 

Can you help me as it has been more than 48 hours since the phone has been paid off.

Thank you!


@sokefac

 

It can take up to 14 days for the unlock portal to catch up to the billing system.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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12 Messages

2 y ago

I have iPhone six it was my grandmas old phone she upgraded months ago and it's paid for my request is still pending and it's been two days. I don't understand why this is such an issue with att. Never seen some many people get the run around by  service provider the should check forms and be helpful not so automated...

DPenhead

Mentor

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32 Messages

2 y ago

My iPhone lasted about 2 years, then it just stopped functioning correctly in many weird ways. I paid around $600 for it. After 6 months of owning that phone I wanted it to just take my blood every time I signed into the Apple store because I had already been through every password I could think of and still kept forgetting whatever it was before...which then apple would not let me use any of my previous passwords. I gave up signing onto that feature because it was insanely complicated by design. The fingerprint scanner NEVER worked correctly because I would get home after work and could not unlock my phone since my fingerprints get worn down during the day. It never worked correctly and I had to abandon that feature so that I could use my phone at all. I suppose if I had supple hands and didn't work outside every day as an archeologist maybe that would not have been the case. Idk...White color office folk probably have no issue with it. Every scientist that I know does...

A few months ago while phone shopping I came across the manufacturing costs for the new iPhone X. It costs a little over $420 for Apple to manufacture. They sell it for $1000. That is RIDICULOUS...The phone that I purchased recently cost me $129. It does everything, EVEN WiFi calling if that is what I chose to do with it. Do that math. How simple was it for me to start using? I received it in 2 days from eBay, plugged my sim in from my other AT&T phone, didn't have to go to an AT&T store to go through the process, it downloaded all of the updates pretty much automatically from Google, transferred over my contacts and messages from a Google phone that I had been using with the flashed OS that I did myself and that I got for free previously, and in about 15 minutes tops I was using this new phone. I never had to call AT&T to have them unlock anything. I never had to do anything at all except plug in my phone to a charger and agree to a few EULA's related to the phone info transfer.

That right there is the way cell phones should be here in America for every single individual in this country, or any other unfortunate soul on this big rock we all have to live on together. If any of you want to set your money on fire from this day forward and flush it down the toilet so that some corporate billionaires can burn it in their leir jets in between the vacation homes that all of you bought, then that is your right to do as a consumer. However, there is a much better and cheaper way to get what you want without all of the headaches we have to go through and all of the money that you will waste on a shiny new widget that does something that every other phone will do in 6 month's time. In my personal opinion, you all could spend that money on milk instead for your kids...water...a retirement fund for yourselves instead of someone else...a new CAR...a house payment...a rockin' good night on the town...taxes that you owe...your FUTURE... Or, keep lining the pockets of the greediest of the greedy... Your choice. I can buy 8 brand new phones that do everything that an iPhone does for the cost of one iPhone these days. How about that math? How does that math add up for you? This is an absolute waste of consumer time, energy, and money to put up with any aspect of the narrow-minded way that Apple or AT&T does business these days. The ENTIRE reason that this thread and this forum exists is to help consumers work their way through the madness that was purposely created by corporate billionaires to take as much money from struggling world consumers as they possibly can. Why do this to yourselves? Just fire everyone involved to help to change our small little planet for the better. Our children's children will thank us... Exhale the Past... Breath in the Future... And, be done with the nightmare of owning what you all are trying so hard to own...

GLIMMERMAN76

ACE - Expert

 • 

21.3K Messages

2 y ago

@DPenhead

 

ATT does not support wifi calling on prepaid and they also do not support wifi calling on unlocked android phones EXCEPT the pixel 3 and 3xl at this point.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

 • 

4 Messages

2 y ago

How do I unlock my prepaid phone, LG Phoenix 3, it says it must be active for 6 months, well, i bought the phone in February 2018 & it's November now, so what's the deal.. i reported it lost, but i cleared that issue up by calling the 1800 number & the guy said it was all clear.. What's going on here.. 

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