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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 

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).

 

How to request a device unlock

Check the status of your request

  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. 
  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.

 

*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.

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. 

 

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.
  • If a new AT&T device, active service for a period of time is required.
  • 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

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.

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.

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.

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1 Attachment

Contributor

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1 Message

5 years ago

My iPhone 6 was bought in 2015 and finished the contract, I can use other at&t card but cannot use Chinese carrier SIM cards. Could you please advise how can I unlock my iPhone 6 that I can use Chinese SIM card? Thanks

Contributor

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1 Message

5 years ago

While in America a friend gave us there old iPhone 5 to use and said we could keep it when we moved back to Australia. We bought a pre paid plan on AT&T for the 2 months we were visiting. We just moved back and I want to use my Australian sim but it says its locked. When I tried to submit the form with AT&T they say we can't unlock it because we have been with them less than 6 months. Is there any other way around this?

Thanks Alex

Community Support

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2.7K Messages

5 years ago

Hi @Montywu,

 

I move your thread to our unlock article. You will find information above on how to request a device unlock the rules around it. 

 

ChrisZ, AT&T Community Specialist 

Contributor

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1 Message

5 years ago

I am having problems unlocking a phone for my mom. She recently bought a brand new at&t prepaid phone from walmart. She has never had an at&t account. I requested for unlock but denied because the phone has not been active for 6 months. I have unlocked a new at&t gophone phone in the past without being a customer or having service for 6 months.. she has not activated the phone, it is still brand new in the packaging. has the policy changed? 

Tutor

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8 Messages

5 years ago

Hello,

 

My iphone 6 will not allow me to unlock using your site. I bought it full price from Apple over the summer. Please help as I am moving out of the country and need to unlock my iphone asap.

 

Best,

Jennie

Contributor

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2 Messages

5 years ago

How can i unlock my at&t go phone alcatel ideal?

Community Support

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2.7K Messages

5 years ago

Hi @Khylekarlkelly

 

I have more your question to our unlock article. You will the information you are look for, just scroll up.

 

ChrisZ, AT&T Community Specialist 

Tutor

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5 Messages

5 years ago

How do I remove my phone from ATT device lock?  I'm now told there is a 6 month lock period on their prepaid service, which wasn't mentioned on signup at local ATT store.  There is no service for ATT where I live, like I was told, and now I need to switch to another carrier.  When another carriers sim card is inserted in phone it says no sim card on phone.

Contributor

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2 Messages

5 years ago

Trying to unlock my iPhone 7+. What does 6 months of paid service mean?

kdfederer

ACE - Expert

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12.8K Messages

5 years ago

Gophones have a requirement that they be used for 6 continuous month before they will be unlocked. Unless you paid the full retail price, not the gophone subsidized price, you may be able to get the phone unlocked by private messaging @ATTMobilityCare with your account and contact information and concern.

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