AT&T Device Unlock Help - Solutions & FAQS

Hello @jeanamyers,

Thank you for bringing this to our attention! I can understand how important it is for you to get this device unlocked. Let's make sure we get this taken care of! 

When it comes to unlocking a device, we want to make the experience an easy and convenient process. If you haven't already, we recommend submitting a device unlock request through our online portal  to generate a  code. We also offer a great article with step by step instructions for each device. By selecting the device manufacturer, you will be directed to a page with direction. 

I hope you find this information helpful. Have an amazing rest of your day!

Vanessa, AT&T Community Specialist 

Greetings @lucillelu,

I am glad you brought this to our attention! It is absolutely important we set the proper expectations when it comes to unlocking a device. Let's make sure you are guided in the right direction to get this taken care of! 

For us to provide you with the best support, can you please provide additional information on what questions and discussions you are having an issue with?  This way, we can work together to make sure you we get this resolved.

I hope to hear from you soon!

Vanessa, AT&T Community Specialist 

Hi @jeanamyers,

It is important we address any issues our customers may encounter. We definitely want to make sure you are provided with the best support. I would love to help! 

For us to better assist you, can you please provide additional information on this matter. Any errors you are receiving would be greatly appreciated. This way, we can both take a closer look and get this resolved.

I hope to hear from you soon!

Vanessa, AT&T Community Specialist 

Hello @jeanamyers,

Thank you for bringing this to our attention! We understand how important it is for our customers needs to be taken care of. I definitely want to get to the bottom of this!

You mentioned attempting the steps and receiving an unlock code! I will be asking a few questions to gather additional information to better assist you. When you attempted to put in the code, do you receive an error? Are you directed to a page which asks to provide the unlock code? When it comes to unlocking a device, we recommend using an active non-AT&T SIM Card to ensure the device is removed from AT&T Network. 

I am looking forward to getting this resolved!

Vanessa, AT&T Community Specialist

I dialed 2945#*150# and it opened up the option to type in an unlock code for the phone without having to use another company's sim. It then gave me ten chances to enter in the correct unlock code. Since I actually have a real unlock code that I received from ATT for this new GoPhone, I put that code in and it worked the very first time. Now, my GoPhone is 'successfully unlocked'. Makes your heads explode, doesn't it? Tomorrow I am going to go see if a new ATT sim can be read on the phone.

I bought an old iphone it’s asking me to wait 14 days to unlock since it previously activated under a different customer. No one has used this phone for much longer than 14 days since they upgrade and sold this. Does this mean 14 days after the first unlock attempt. I need this for international travel and stuff like that. The phone meets Full eligibility requirements. After opening a case with support they sent me the same error. their website unlock worflow returns. ATTs device unlock process seems to have incorrect data in its system

backend. This seems to be a failure with customer service support’s incompetency to reconcile the incorrect data regarding the phones imei.

Hello @JoeJohn,

Thank you for bringing this to our attention via the Community Forums. Having your device unlocked comes with many benefits. I apologize to hear you're experiencing trouble with getting this done. It's my pleasure to help!

We definitely want to review this request further. Please send me a private message to @ATTCares including any additional details you have regarding the device you would like unlocked. Thanks so much.

I look forward to speaking with you, and hope your day is wonderful!

Jess, AT&T Community Specialist

So basically what at&t did is give me the run around again. Instead of forcing the unlock or fixing their unlocking service so it works, since it meets all requirements stated. They just asked me for all my personal information and said to go ask the seller. They know i am

the buyer, i own the phone that was rightfully sold to me. So have me contact an ebay reseller? ATT will just ask the reseller to ask the person who traded it into them

to call att. Then ATT will have some excuse for them. Moral of the story i guess is don’t buy your devices from att if you need to upgrade or resell your device every so often to get the latest phone.

---

@JoeJohn wrote:

So basically what at&t did is give me the run around again. Instead of forcing the unlock or fixing their unlocking service so it works, since it meets all requirements stated. They just asked me for all my personal information and said to go ask the seller. They know i am

the buyer, i own the phone that was rightfully sold to me. So have me contact an ebay reseller? ATT will just ask the reseller to ask the person who traded it into them

to call att. Then ATT will have some excuse for them. Moral of the story i guess is don’t buy your devices from att if you need to upgrade or resell your device every so often to get the latest phone.

---

@JoeJohn

actually that is on the reseller....  I had a iphone unlocked in 6 minutes 2 weeks ago...

Unlocks are automated. There is no way for the reseller to prove they are the reseller of the phone. att is the only has a record of the account the phone was sold to and what accoubts it has been used on. So no its not on the reseller, how would att even know it was the reseller calling. Yes I understand theoretically att unlocking system is supposed to work how they say it is. And theoretically its a service their customers are happy with and theoretically customers can buy phones from att while having some flexibility to sell their old phones and upgrade their devices. Sadly this isnt the case in this specific scenario.

@JoeJohn,

att should not be blamed for this. its YOUR responsibility because you bought the phone from an ebay user. you should know everything about the gadgets that you are purchasing online.

the only way to resolve this is for you to contact the seller, ask him/her to unlock it. if not, return the phone.

---

@JoeJohn wrote:

Unlocks are automated. There is no way for the reseller to prove they are the reseller of the phone. att is the only has a record of the account the phone was sold to and what accoubts it has been used on. So no its not on the reseller, how would att even know it was the reseller calling. Yes I understand theoretically att unlocking system is supposed to work how they say it is. And theoretically its a service their customers are happy with and theoretically customers can buy phones from att while having some flexibility to sell their old phones and upgrade their devices. Sadly this isnt the case in this specific scenario.

---

That is the problem with installment agreements these days...  I do resell phones BUT I get them UNLOCKED before sale...  Hence the reason I BLAME THE RESELLER....  

ATT locks the phone so they are responsible for setting the unlock process then honoring that process. They should be motivated to honor this so they dont violate basic consumer protections. You can blame anyone you want, you can believe the sky is purple. At the end of the day, only att can unlock the device. This is the objective reality. If its in possession of the rightful owner, and that phone has been paid for or upgraded. They need to unlock the device. 

---

@JoeJohn wrote:

ATT locks the phone so they are responsible for setting the unlock process then honoring that process. They should be motivated to honor this so they dont violate basic consumer protections. You can blame anyone you want, you can believe the sky is purple. At the end of the day, only att can unlock the device. This is the objective reality. If its in possession of the rightful owner, and that phone has been paid for or upgraded. They need to unlock the device. 

---

actually there are other places to get unlocks but they cost....  Thats the problem with used phones the original owner is the only one ATT cares about sad but true.  

Actually ATT is not violating anything if you read the CTIA agreement....  Do I like the unlock portal no but its better than tmobiles method.