Skip to main content
AT&T Community Forums
Announcements
Protect your device against loss, theft, damage and get expert technical support. Open Enrollment Ends 3/31/21.
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.

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

Voyager

 • 

2 Messages

3 years ago

Hi, i'm tried apply unlock request for iPhone 6 i purchased on eBay and it said me next, the IMEI # 355396070228500

Why i received this message? The item 100% on AT&T wireless!

Снимок экрана 2018-01-27 в 12.47.31.png

Brand User
ATTHelp

Community Support

 • 

148.5K Messages

3 years ago

Hello @Mykola,



I definitely understand the concern with receiving an error message stating the IMEI does not match an AT&T Device. I would be happy to help you with this!



I received your private message regarding this inquiry and I will be responding to you shortly.



Talk to you soon!



Nicole, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Voyager

 • 

2 Messages

3 years ago

Another browser and clearing cookies doesn't help! I sent you reply to you private message, hope you will help me to did a request for me.

Brand User
ATTHelp

Community Support

 • 

148.5K Messages

3 years ago

Hey @Mykola,



Thank you so much for getting back to me! I have received your messages and will be happy to continue investigating the issue in our private thread.



Talk to you soon!



Nicole, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Contributor

 • 

1 Message

3 years ago

I have purchased a Samsung s6 edge plus on ebay. My imei nr. 

And the code from you   does not work...what do I do now ?  [edited for privacy – please do not post personal information]

Tutor

 • 

2 Messages

3 years ago

Not solved.  No one seems to be able to give me an "unlock code".

This process is ridiculously difficult. i've lost count of the number of "solved!" articles i've read, but none provide a solution.

The process is so difficult, it seems intentional.  Could it be that they'd rather force you to buy a new phone?

If this isn't resolved quickly, i won't be returning to ATT.

GLIMMERMAN76

ACE - Expert

 • 

21.1K Messages

3 years ago

What phone are you trying to unlock

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

 • 

2 Messages

3 years ago

Samsung Galaxy S5
JoeJohn

Mentor

 • 

50 Messages

3 years ago

I am pretty sure this is intentional. I am an att customer and they wouldnt unlock my device. They will take all your information, then tell you they cant help in a private message. Verizon i guessed stopped doing any type of device locking, if you get a verizon ohone it also works on cdma and gsm networks. But verizon scams people in different ways. So we need to get the word out to people to just buy their phones outright so they dont pay for the useless insurance and dont have to join att or vzw.

JoeJohn

Mentor

 • 

50 Messages

3 years ago

That way people can upgrade freely and recoup the full value of their device to put toward their new device for upgrades.

GLIMMERMAN76

ACE - Expert

 • 

21.1K Messages

3 years ago

I have a iPhone x that I bought from apple and they locked it in 6 min.  You buy a phone used these days your paying Russian roulette.

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

 • 

3 Messages

3 years ago

No response even after private message;

Get the error: Looks like the information we need isn't in our database yet

so frustating

JoeJohn

Mentor

 • 

50 Messages

3 years ago

This is what they sent me. Its funny because they say device unlocks are all automated. Yet they need a human to review elegabity? This is how bad things are with ATT. Look at the message i got from customer service. The error I actually get when i go to unlock the phone is contract has recently ended we need to wait 14 days. Its said that for 3 months. 

 

I am very sorry for any inconveniences this may cause; however, you will need to contact the seller of this device to request the unlock on the phone. We have to review the eligibility with them as this was their phone on their contract. As long as it's eligible it will be quick and easy, if not we tell them what needs to be done to have it unlocked.

Thanks for your time.

Jess, AT&T Community Specialist”

Brand User
ATTHelp

Community Support

 • 

148.5K Messages

3 years ago

Hello @Suryamehetre,


We have received your private message, and have sent a reply. You can find this in your Forum’s Inbox; this is located in the upper right-hand corner of your screen.


We look forward to your response!


Jax, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
JoeJohn

Mentor

 • 

50 Messages

3 years ago

That should be illegal. They are locking a device that you purchased out of pocket? So your phone could get locked if you put an ATT sim card in it even? If this is the case we need to put this information out on social media.

 

I have an iphone 5 that they cant unlock because my service hasn't been active for at-least 6 months. Obviously the unlock terms are a scam[Per Guidelines:  Keep it Relevant and Appropriate]..

Get started...

Ask a new question