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Community Support

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2.5K Messages

Fri, Nov 24, 2017 1:25 PM

AT&T Device Unlock Help - Solutions & FAQS


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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

Contributor

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1 Message

2 y ago

i have tried to unlock my sim from att on the webpage at least 15 times. called att 3 times. was sent to the att store...still have a locked phone that i paid alot of money for. 

Contributor

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1 Message

2 y ago

Hi,

 

I have Moto Z2 phone that I bought after paying full price from Motorola. It's tied to ATT network but I use it on Locus communications (H20 wireless - third party that uses ATT towers).

 

I meet all the requirements mentioned in your list above  but every time I use unlock portal, it gives me an error  message:

"Device you want to unlock is active on another AT&T account"

Can you please help?

Thanks

Umesh

Contributor

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1 Message

2 y ago

Help!!  I am getting the runaround from AT&T.  I have an active request on the website to unlock my device that I purchased off contract.  The request won't go any further until I acknowledge an email that they never sent to me.  I've chatted with 6 different technicians and they each give me different reasons that they can not help me.  Some are even lies that conflict with AT&T policy (like I must be an AT&T customer before they can unlock a device.)  What can I do??

Teacher

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18 Messages

2 y ago

At&t stopped help in unlocking device. I still use a some month locked tablet from At&t but no support from Att service. Poor support. I even called them a lot, without good experience. They said that I need living in us for unlocking device although I moved to GB. Don't think that my tablet will be unlocking in future cuz the deviceunlockatt site working non-correctly shown me that I just have updated my tab and need wait 14 days. Carl, already 3 months after any updating and although that shows me.

Constructive

Employee

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19.3K Messages

2 y ago

@anarmamedov   they are correct in saying you must access the webpage from US , this is also the same for making prepaid payments or paying bill online if possible have someone in the US input the information for you then enter the unlck code,

-------------------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.
BrownJames

Teacher

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29 Messages

2 y ago

Thank you for sharing this information. It is very helpful.

Contributor

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1 Message

2 y ago

Trying to unlock ZTE Maven 2 and it shows 0 times to unlock. Can this still be unlocked? Thanks

Tutor

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3 Messages

2 y ago

i whant unlock code for my LG Model Number: LMX410ASR
IMEI:  
ESN:  
MSN:  
CSN:  
Suffix:  
Production date: 13-08-2018
Release date: 23-08-2018
Buyer Name: AT&T GOPHONE4
Carrier Code:  

NOT FOUND IN ATT USA NORMAL MODE  [edited for privacy – please do not post personal information]

Tutor

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3 Messages

2 y ago

so what is sollution please help me

Tutor

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3 Messages

2 y ago

##- HELLO I WHANT UNLOCK DEVICE LOCKED FROM ATT USA BUT ITS GOPHONE HOW TO-##THANK FOR YOUR ASSISTANCE
lizdance40

ACE - Sage

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83.6K Messages

2 y ago


@unlockR wrote:
##- HELLO I WHANT UNLOCK DEVICE LOCKED FROM ATT USA BUT ITS GOPHONE HOW TO-##THANK FOR YOUR ASSISTANCE

Seriously?  3 posts, but you didn’t read the thread?   The headline post tells you what to do, with links to the portal.    If you have a gophone and already got a denial from the Portal because the phone hasn’t been used for 6 months, then the answer was and is no.  

 

🐾 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

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1 Message

2 y ago

I submitted an unlock request but did not receive an email. 24 hrs passed by and att sent me an email saying my request was cancelled. I checked my trash, spam, and all mail, but had no email. I re-submitted another one and still haven’t received and email to confirm my device unlock. 

lizdance40

ACE - Sage

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83.6K Messages

2 y ago

@Rosaaai  use a different email.  If you use gmail, it seems to filter the original mail as spam.

 

🐾 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

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2 Messages

2 y ago

I was unable to unlock the phones for both me and my wife.

 

For my phone - I simply get a notification that my phone can’t be unlocked when entering the data. No reason is given.

 

i have had AT&T service for over 5 years. The phone has been paid off for over 3.

 

 

for my wife’s phone - it says the phone number and the IMEI # don’t match. She has had her current phone for nearly a year and it was paid for in full when purchased. She has been on the same plan as me for several years.

 

 

Tutor

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7 Messages

2 y ago

That's a disaster. I bought a brand new phone with no contract and it cannot be unlocked. Get away from their products. They own your money and they own your phones. You own nothing.

https://forums.att.com/t5/Other-Phones-Devices/Unlocking-phone-In-progress/m-p/5856767#M141529

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