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Troubleshoot your device issues
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Community Support

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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2 Messages

6 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.

ACE - Expert

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23.9K Messages

6 years ago

What phone are you trying to unlock

Tutor

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2 Messages

6 years ago

Samsung Galaxy S5

Mentor

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50 Messages

6 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.

Mentor

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50 Messages

6 years ago

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

ACE - Expert

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23.9K Messages

6 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.

Contributor

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3 Messages

6 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

Mentor

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50 Messages

6 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”

Community Support

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232.3K Messages

6 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

Mentor

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50 Messages

6 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]..

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