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

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

ACE - Sage

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116K Messages

6 years ago


@yurmother wrote:

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

If you bought a prepaid phone it was subsidized.  All prepaid carriers subsidized phones and lock for up to 12 months.  If you bought a postpaid, full price phone, you have to contact ATT for an exception.  The computer portal doesn’t know the difference between subsidized and full price phones. 

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

That is also SOP.  Warranty provides a refurbished phone.  All warranty services do that.  

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 !!!!

\


 

Guru

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673 Messages

6 years ago

@Constructive They were there. Honestly, no hiding behind a screen name can hurt my ego. That ship sailed 30-years ago. I got beat up enough in my early days of online AND really came to understand that you cannot be hurt by someone you do not respect. Everyone should keep that in mind when things like this happen.

 

Now what I found humorous was that we "ACE-Holes" should make AT&T better. We're little fish just trying to help customers. AT&T isn't going to listen to and change their corporate policies on things! 

 

People need to understand that we just want to help other users get through their issues. End-goal is to have them resolved and I'm certain that is true for almost if not all "ACE-Holes". If in the end that makes AT&T better, great. If AT&T were listening to use, well there would be a HOLE of changes to their plans and such... and their infrastructure would be better...  

Guru

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673 Messages

6 years ago

@Constructive I just looked back. A LOT of his stuff is gone. There were several, keyboard warrior assaults launched. I guess our "city wall" - Cleaned up - held them back... Sorry but that is what came to mind and if no one get's the reference 🙂

 

Is yumother involved? IP Address might give you a clue. If you don't have access to that you should, if it is not being collected, it should.  Yes I know an "engineer" from "Silicone Valley" should know how to get around that kind of detection. But, people are human and they make mistakes. Just a thought coming from ~30 years of Moderator experience. 

Former Employee

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32.9K Messages

6 years ago

One issue is the misconception that these forums are at&t and anyone with an employee tag should or can help but were here as the general public as well.Aside from the moderators nobody here has access to any systems or backdoor phone numbers or emails. Heck when i have an issue with my services i call the same numbers as everyone else and sometimes get tangled in the phone tree and hold times. Ive also noticed people get angry when they are told the truth in the forums because its not what they want to hear, they want to hear a magic fix or work around. If it werent for the ACES these forums would be a never ending list of questions with no answers. They need to realize an ACE badge is earned with solved solution posts. Another pet peeve of mine is the office of the president  number demand and even when you tell them there is no such number there are still 10 requests below where you stated this.

New Member

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25.7K Messages

6 years ago

The office of the president request annoy me too. Its kinda funny how when people have an issue, they demand to talk to the highest possible person in the company to solve it. 

ACE - Sage

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116K Messages

6 years ago

@Anonymous

@Constructive

Since they two accounts are from different states, I’m guessing new person, same irrational expectations.  

Contributor

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3 Messages

6 years ago

Hi ATT cares my iphone that i am trying to unlock is a universal unlocked phone and this was a gift phone i received a response from ATT saying the IMEI is not an ATT IMEI please can the phone still be unlocked anyways because no sim has been inserted in it yet. please respond as soon as possible

ACE - Expert

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23.9K Messages

6 years ago


@strongenough wrote:

Hi ATT cares my iphone that i am trying to unlock is a universal unlocked phone and this was a gift phone i received a response from ATT saying the IMEI is not an ATT IMEI please can the phone still be unlocked anyways because no sim has been inserted in it yet. please respond as soon as possible


If its the universal unlocked model then a sim has to be inserted before it would lock to be unlocked.

Guru

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673 Messages

6 years ago

@lizdance40 I believe they are the same person. You look at that last message that was apparently deleted,  but I received in email... People go to lengths sometimes to hide who they are. But then personality and writing styles shine through.

 

@Anonymous I agree... people want to go to the highest levels. Some of the things that we see however, would require high level people to make a decision to change.  

Contributor

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3 Messages

6 years ago

i inserted a sim from my country but it would not go past the normal screen so what exactly are you asking that i do, becasue if you are suggesting that i purchase an ATT sim card that is slightly impossible because i have no way of doing that. 

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