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Community Support

 • 

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

Constructive

Employee

 • 

19.4K Messages

2 y ago

has it been 6 months continuous service or did you stop service when it was lost, if you lose it at 3 months and dont keep it in service for one month or even 2 weeks the 6 month clock starts over

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

Contributor

 • 

4 Messages

2 y ago

Yes, it was 6 months continuous service prior to me reporting it lost..
Constructive

Employee

 • 

19.4K Messages

2 y ago

you may need to call in and ask for advanced support they should have authorization to over ride and manually unlock it

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

Voyager

 • 

3 Messages

2 y ago

I'm trying to use the Device Unlock Portal and had no problems making a request for 3 out of 4 of the phones on my account.  The 4th one though failed due to "Looks like your IMEI and phone number don't match".  I assure you I entered the numbers correctly.  What I can tell you though is that this phone was replaced about a year ago at the Apple store (original phone was defective).  Therefore, I think the AT&T records are wrong regarding the IMEI.  How can I go about resolving this so that I can unlock this phone?

lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago

@dnovak

Contact ATT and tell them the phone was warranted by Apple.  You want the Tech Support department. 

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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.

Voyager

 • 

3 Messages

2 y ago

@lizdance40 Thank you for that advice.  Tech Support quickly resolved the issue by updating the IMEI for that phone on my account.  After that, the Unlock Portal worked just fine.  Tech Support added that I could have resolved this issue myself by going to att.com/activations and reactivating that particular phone after it was replaced.  I have not tried that, but I suspect that too would have resolved my issue.

lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago

@dnovak

See, Verizon has a method to replace a device, even on prepaid, built into its online account for every person.  ATT does not that I know of.  I’ll look for it now.

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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

 • 

1 Message

2 y ago

I have waited 48 hours, and my phone unlock status still shows as processing...  I have already switched carriers and it is very frustrating.  AT&T is holding my phone hostage.  Also, I can not get anyone to help me.  There is no email address.  Phone tree customer service is frustrating and unhelpful, and this can not be done in store! 

Leaving an even more sour taste in customers mouths on the way out the door is not the way to win back business...  AT&T is acting like a crazy ex-girlfriend with the "if I can't have you, nobody will mentality."  Cut it out and unlock my phone.  It is paid off and already being "serviced" by T-Mobile, except I can't use it!  Fix this.  

 

Unlock Request #: CUL122343377263

Teacher

 • 

18 Messages

2 y ago

Hello,

Have bought 1 month ago USED the tablet, today I ve tried to insert my SIM card and worked it but I ve seen that it requires PIN-code.

I live in the outside of USA and cannot find any At&t service, so I ve tried get my PIN unlocking code from here  but there was showed:

Looks like you upgraded your device recently so we can't unlock it right now. Submit a new request after the 14-day waiting period ends.
 But I didnt upgrade my device from buying that one. Please help me with getting PIN-code, I haven't any device in the foreign country and I am writing from my colleague's phone. 
Also the tablet was solded me as used, so the last tabletkeeper don't think about unlocking, but I need at that at the moment.
thnx
lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago


@anarmamedov wrote:

Hello,

Have bought 1 month ago USED the tablet, today I ve tried to insert my SIM card and worked it but I ve seen that it requires PIN-code.

I live in the outside of USA and cannot find any At&t service, so I ve tried get my PIN unlocking code from here  but there was showed:

Looks like you upgraded your device recently so we can't unlock it right now. Submit a new request after the 14-day waiting period ends.
 But I didnt upgrade my device from buying that one. Please help me with getting PIN-code, I haven't any device in the foreign country and I am writing from my colleague's phone. 
Also the tablet was solded me as used, so the last tabletkeeper don't think about unlocking, but I need at that at the moment.
thnx

 

Directions were clear:  

Looks like you upgraded your device recently so we can't unlock it right now. Submit a new request after the 14-day waiting period ends.
 The seller upgraded his line, this device is still subject to the 14 day wait period.  
 
 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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

 • 

1 Message

2 y ago

I am trying to check the status of an unlock request and I get a message that there is no case with that IMEI/case number.

Furthermore, I got a message saying the unlock couldn't be completed. I would appreciate some clarification.

Thanks!

Constructive

Employee

 • 

19.4K Messages

2 y ago

@mohamedknathani  this isnt at&t this is a customer forum we cant tell you why  its not working

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

Tutor

 • 

8 Messages

2 y ago

Tried to unlock my phone but got a message 

 

Looks like your IMEI and phone number don't match. Check your info and try again

 

all my information is correct and I have unlocked this phone many times before.

 

what is wrong?

lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago


@minhaoxue wrote:

Tried to unlock my phone but got a message 

 

Looks like your IMEI and phone number don't match. Check your info and try again

 

all my information is correct and I have unlocked this phone many times before.

 

what is wrong?


What do you mean “unlocked THIS phone many times before”.  

I assume you mean other phones, not the same phone as once unlocked a phone does not lock again.

If you didn’t purchase from AT&T, the IMEI is not in the system.  You will have to call and ask for tech support to get help.

 

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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

 • 

8 Messages

2 y ago

I guess your ESL.

I have an AT&T network iPhone (15 years).I am going out of the Country on Saturday and want to unlock it so I can put a sim chip in when I’m overseas. When I return to the US, I put my AT&T sim back in.

When I go through the process on the AT&T website to unlock, I got a message the IMI does not match my phone number information.

I have unlocked this phone in the past with no issues . Why am I having the problem now?


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