Skip to main content
AT&T Community Forums
ATTHelpForums's profile
ATTHelpForums
Intergalactic 500!
100% warp speed!
Celestial 50!
Community Support

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

Contributor

 • 

1 Message

2 y ago

Unable to unlock lumia 640 which I purchased directly from Microsoft Store.

 

ERROR shown in the page is ridiculous: Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI.

 

Solve my problem, otherwise I will consider filing forms in FCC.

GLIMMERMAN76

ACE - Expert

 • 

21.3K Messages

2 y ago

Att may not be able to unlock a phone that old.

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.
Constructive

Employee

 • 

19.3K Messages

2 y ago

@zhalie @This is a customer forum not At&t. Have you even tried to call them? I’m guessing not as they would have informed you of the clearing of  dormant imei database  to gear up for the shut down of 3g and they will 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.

Tutor

 • 

6 Messages

2 y ago

I bought it in Ukraine. We do not have an official Apple store. The seller said that he is fully official and will not lock. But now it gives an error on my SIM card. Where I just did not check only on your site indicated lost. But the box and everything that comes with me. If you write me an e-mail, I can send a photo because I'm just afraid to send out information about the phone in the public domain. Sorry to bother just, I really need your help.

lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago


@zhalie wrote:

Unable to unlock lumia 640 which I purchased directly from Microsoft Store.

AT&T hasn’t supported that phone in years.   And MS no longer sells or supports the model.  

ERROR shown in the page is ridiculous: Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI.

 

Solve my problem, otherwise I will consider filing forms in FCC.

Go ahead.   But the unlock is voluntary.  The lack of IMEI in the data base means it’s purged.  They cannot provide a code they don’t have.  


 

🐾 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.
ODad

Guru

 • 

671 Messages

2 y ago


@zhalie wrote:

Unable to unlock lumia 640 which I purchased directly from Microsoft Store.

 

ERROR shown in the page is ridiculous: Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI.

 

Solve my problem, otherwise I will consider filing forms in FCC.


It'd be cheaper for you to find an unlocked 640. You can file a complaint, but that'll go no where. You could try and sue which might end up getting you what you want but... man will you pay. You might think it'll be as easy as shooting fish in a barrel, good luck with that 

 

There are plenty of unlocked on Ebay and you can find anything from New unopened Box to used... including XL's. You might even find a deal on a 650.

ODad

Tutor

 • 

4 Messages

2 y ago

upset about this 6 months being active. i have an iphone xs max bought from UAE and was used in UAE and Philippines without any problem. was reffered to at&t by my friend, and now wanting to transfer to another network, but technical support is saying i cannot go because of the policy, it is locked with at&t for 6 months. i already had my plan from t mobile ongoing, and i cannot use it because my phone is locked with this network. and it is not even from AT&T. it feels like if you want to leave them, you had to suffer consequences. even when i bought this sim card, they did not tell me that i have to be with them for 6 months, so what kind of prepaid is that???it is like a contract, and they call it prepaid, (no contract). 

ODad

Guru

 • 

671 Messages

2 y ago


@minedrm wrote:

upset about this 6 months being active. i have an iphone xs max bought from UAE and was used in UAE and Philippines without any problem. was reffered to at&t by my friend, and now wanting to transfer to another network, but technical support is saying i cannot go because of the policy, it is locked with at&t for 6 months. i already had my plan from t mobile ongoing, and i cannot use it because my phone is locked with this network. and it is not even from AT&T. it feels like if you want to leave them, you had to suffer consequences. even when i bought this sim card, they did not tell me that i have to be with them for 6 months, so what kind of prepaid is that???it is like a contract, and they call it prepaid, (no contract). 


You should be upset with either who you bought the phone from or yourself. If you bought an unlocked device, or you were told the device could be unlocked, then you should be upset with who you purchased it from. otherwise you have to be upset with yourself for not checking those things. The phone was obviously subsidized by AT&T, part of the deal of buying the phone cheap is to use it with their Service for 6-Months. Your only hope is that you find someone at  AT&T willing to listen that will move past that 6-Month barrier.

ODad
lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago


@minedrm wrote:

upset about this 6 months being active. i have an iphone xs max bought from UAE and was used in UAE and Philippines without any problem.  If the phone wasn’t sold for the USA, it’s NOT subject to the US flex activation policy.   If you bought an AT&T phone in the UAE, it had no business being sold there, and you should not have purchased it, as it couldn’t have been sold by a legitimate seller.  

 

was reffered to at&t by my friend, and now wanting to transfer to another network, but technical support is saying i cannot go because of the policy, it is locked with at&t for 6 months.   Whose tech support?   

 

i already had my plan from t mobile ongoing, and i cannot use it because my phone is locked with this network. and it is not even from AT&T.   If it is locked to At&t, then it IS an AT&T phone and was sold illegitimately outside the USA.  

 

it feels like if you want to leave them, you had to suffer consequences.  Consequences of buying from an illegitimate seller.  

even when i bought this sim card, they did not tell me that i have to be with them for 6 months, so what kind of prepaid is that???it is like a contract, and they call it prepaid, (no contract). 


Assuming the phone doesn’t turn up as lost or stolen, you can call and request they unlock it.  The lock is for discounted phones, which are sold below cost.  iPhone XS Max is not sold discounted for prepaid, but the computer doesn’t know that.  

 

🐾 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.
lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago

@ODad   The iPhone  XS Max is not sold for prepaid and not subsidized.   My bet is it was a BOGO free phone sold for profit.  

 

🐾 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

 • 

4 Messages

2 y ago

I bought this iphone from a shop in UAE,and i am sure it is not stolen. I am just new here in the states and we really don’t know about this policy...
lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago


@minedrm wrote:
I bought this iphone from a shop in UAE,and i am sure it is not stolen. I am just new here in the states and we really don’t know about this policy...

 I can’t even say for sure the phone is locked, or whether it is just a non-US model and the IMEI does not check out with your new carrier.

I would suggest you call Apple and ask them if the phone is locked and if so to what carrier. 

 It should not have been possible for you to use the phone on other carriers prior to AT&T, and then have it lock to AT&T, but stranger things have happened.

 

🐾 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

 • 

4 Messages

2 y ago

i already called apple and they said that it is locked with at&t. as per apple, the network can lock my device and only the network locked with it can unlock it. but still the technical support is denying my request. i am just new here in the country and i did not know about the policy that if you have used a sim card from a network provider, you need to stay with them for many months and you cannot use your device for another network. 

Tutor

 • 

4 Messages

2 y ago

@ODad like what i had written, i did not buy this from at&t, this is not an at&t phone in the first place, i bought it in UAE, used it in UAE and the Philippines for how many months already.

lizdance40

ACE - Sage

 • 

83.6K Messages

2 y ago

@minedrm   If this phone was not an AT&T phone to begin with then it could not be now locked to AT&T. This phone also could never legitimately be sold in another country and then be locked to AT&T right now. I don’t know who sold this phone overseas but it was always an At&t phone.   Because you cannot provide a legitimate proof of purchase AT&T is probably not going to give you an exception and is not going to unlock the phone until you have completed six months of paid service. 

🐾 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.

Get started...

Ask a new question