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

Tutor

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9 Messages

6 years ago

@GLIMMERMAN76 I’m not sure what you and joejoe2 are debating here. Apple won’t lock a phone if the imei of the phone was not part of a batch that wasn’t meant to be sold as carrier subsidized. 

Guru

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673 Messages

6 years ago

In usenet if someone said Hitter, the thread was dead. Now that was years ago ; I've not used usenet in ~20 years? Can this thread Now be locked? I said the magic word.

New Member

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25.7K Messages

6 years ago

@IphoneGuru80 you posting the imei does nothing as this is a customer to customer forum

Tutor

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9 Messages

6 years ago

@jemsanderson the concept of prepaid is different from post paid in that all dues are already paid. Hence the name prepaid. If you travel to a different country let’s say Korea. You could purchase a prepaid simcard and put $50 on it, once you use up all your data and voice the phone no longer will make calls or have internet access till you add more

money. So your paying ahead of time pre meaning before paid meaning the selling party has already been compensated ahead of time.

Tutor

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9 Messages

6 years ago

I posted a screenshot of the emails.

Tutor

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9 Messages

6 years ago

I will post it all on reddit, since they do not allow it here.

Tutor

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9 Messages

6 years ago

I’ll try to find another phone I can do it with and put the video on YouTube 

ACE - Expert

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23.9K Messages

6 years ago

@IphoneGuru80

 

The one user was using a iPhone that was bought at best buy and trying to use it outside the USA...  It has to be activated in the USA before it can be used in other parts of the world...  

Tutor

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9 Messages

6 years ago

@GLIMMERMAN76 is that why they have you choose your country on setup? Maybe this is true for carrier subsidized / locked versions but certainly not the universal. Hence it being carrier locked. Please read others statements with more care before giving incomplete and misleading answers. The user had stated it never had a sim. If the user is unsure they should purchase a gevey rsim and set it to Verizon when first booting the phone since Verizon does not lock their devices. Apples Servers might refuse the lock after it’s been activated with that sim. Then put att sim in.

ACE - Expert

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23.9K Messages

6 years ago


@IphoneGuru80 wrote:

@GLIMMERMAN76 is that why they have you choose your country on setup? Maybe this is true for carrier subsidized / locked versions but certainly not the universal. Hence it being carrier locked. Please read others statements with more care before giving incomplete and misleading answers. The user had stated it never had a sim. If the user is unsure they should purchase a gevey rsim and set it to Verizon when first booting the phone since Verizon does not lock their devices. Apples Servers might refuse the lock after it’s been activated with that sim. Then put att sim in.


@IphoneGuru80

 

Its not? even the folks at Best buy will tell you they sell the universal iphone that has to be activated on a us carrier before it leaves the USA....  And I was actually partially wrong as the phone has to connect to a Verizon tower so that wont work either...

 

https://discussions.apple.com/thread/7456984

 

Below is what I posted.....

 

It was bought from best buy so its the universal USA phone that BB sells...  The problem right now is the phone wont activate thru apples servers since it was not activated in the USA before leaving.  The phone is in the US RESELLER FLEX PLAN on Apple's system.  It means the phone has to be activated in the USA first..  Now @strongenough could have a verizon sim card mailed to him insert the sim and the phone will then work and be unlocked...  This is a STUPID system Best Buy has that really has nothing to do with the carriers till after the sale.

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