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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


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.

Meet the requirements and are an AT&T Customer?

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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2 Messages

a year ago

I need to unlock my phone for 2 months for travel overseas. So how does this work when I get back to the USA and back on my AT&T plan? Does the phone remain unlocked?? Please explain.

Contributor

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2 Messages

a year ago

Well having my phone unlocked permanently change it‘s function in any way?

Tutor

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14 Messages

a year ago

How long did it take until your phone gets unlocked? I've been waiting since Nov 11 and until today 2 phones are not yet unlocked. The status is still in progress. No update from AT&T at all.

"Current status - In Progress

We're reviewing your unlock request now. Please allow two business days for processing.

We'll email you soon with a decision on your request."

 

Tutor

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14 Messages

a year ago

2 weeks have passed and up until today, the status is in progress.

This is getting so frustrating and no one is even helping.

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
lizdance40

ACE - Sage

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82.3K Messages

a year ago


@babyshark1024 wrote:

2 weeks have passed and up until today, the status is in progress.

This is getting so frustrating and no one is even helping.

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

Where and when was the phone purchased?   iPhone unlocks do not have a code.  Call Apple and see if it’s unlocked.

 

🐾 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

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14 Messages

a year ago

Do you even know what you’re saying?

Sent from my Mac
lizdance40

ACE - Sage

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82.3K Messages

a year ago

@babyshark1024 

Yes.  Your iPhone X may not be locked, or unlock notice already emailed to you.  The unlock is processed with permission of the carrier that locked it FROM APPLE.  If Apple says it’s unlocked, then it’s unlocked.  

🐾 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

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14 Messages

a year ago

Well FYI, it’s been 2 weeks and it is not unlocked.

Contributor

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1 Message

a year ago

I am trying to request an unlock on a phone that was purchased from AT&T and is paid off. I am getting a message that the IMEI number is not an ATT number. I just bought a new iPhone 11 and want to sell this 8Plus but need it unlocked.

Contributor

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2 Messages

a year ago

I bought a locked iPhone off someone on the internet. BEFORE that I went to an ATT store and verified that IMEI could be unlocked. I was told it would be no problem. It's been 3 weeks now, every time I get to unlock page, it says "Looks like we're already processing a request for this IMEI". Chatted with ATT reps and they said they would reset the request, but its still the same. Now I can't chat, because its required to have ATT account. Please help. Thanks.

GLIMMERMAN76

ACE - Expert

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21.1K Messages

a year ago


@Alxmib wrote:

I bought a locked iPhone off someone on the internet. BEFORE that I went to an ATT store and verified that IMEI could be unlocked. I was told it would be no problem. It's been 3 weeks now, every time I get to unlock page, it says "Looks like we're already processing a request for this IMEI". Chatted with ATT reps and they said they would reset the request, but its still the same. Now I can't chat, because its required to have ATT account. Please help. Thanks.


An ATT store really can't give you a 100% answer that the phone can be unlocked.

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

a year ago

that i understood already. How can i deal with this phone now? its not blacklisted or anything.

GLIMMERMAN76

ACE - Expert

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21.1K Messages

a year ago


@Alxmib wrote:

that i understood already. How can i deal with this phone now? its not blacklisted or anything.


You have to wait 30 days for the request to time out last I read.  If after that time you may have to call the 1-800 number.  You may want to call now and see if it can be fixed

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

a year ago

I purchase a prepaid samsung J2 at walmart as I assumed that I was going to be able to use it with a mexican att sim card but its giving an invalid sim message, How can I unlock the phone now, should I return it?

GLIMMERMAN76

ACE - Expert

 • 

21.1K Messages

a year ago


@gabmaldo wrote:

I purchase a prepaid samsung J2 at walmart as I assumed that I was going to be able to use it with a mexican att sim card but its giving an invalid sim message, How can I unlock the phone now, should I return it?


ATT mexico and ATT in the USA are 2 different companies.  The phone is locked for the first 6 months to ATT USA.  Return it if they will let you.

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.

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