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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.

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

1 Attachment

Contributor

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2 Messages

5 years ago

I bought my phone on a postpaid plan and used postpaid for quite a while before switching over to prepaid. Does that mean I have to wait ANOTHER six months for unlocking my phone??

Tutor

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5 Messages

5 years ago

So in reality the deception on ATT's part is they should be announcing their prepaid service as a 6 month contract.  No other carrier announces prepaid as a 6 month service.  Funny how it isn't mentioned in their stores when signing up!

sandblaster

ACE - Expert

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62.2K Messages

5 years ago


@kneipperk wrote:

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? 


@kneipperk The policy has not changed, there has always been a 6 month requirement to unlock prepaid phones. However, the unlock portal did not enforce the policy well and let phones that had not yet been activated get unlocked. That loophole has been closed.

sandblaster

ACE - Expert

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62.2K Messages

5 years ago


@robe36 wrote:

So in reality the deception on ATT's part is they should be announcing their prepaid service as a 6 month contract.  No other carrier announces prepaid as a 6 month service.  Funny how it isn't mentioned in their stores when signing up!


@robe36 Not true. The reality is that if you buy a prepaid phone that has been discounted, it won't be unlocked until it has been used for 6 months of ATT. That is not a contract, that is a condition for buying a subsidized phone. Other prepaid carriers do the same thing. Straight Talk requires 12 months usage on Straight Talk before they will unlock their phones. If you pay full retail price for a phone, you can get it unlocked. It takes a bit of doing to get past that 6 month requirement thing, but it can be done.

Tutor

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5 Messages

5 years ago

I'm unsure what you are talking about.  As I mentioned before I bought this unlocked Motorola phone from Amazon.  Took it to ATT for their carrier service, since they swore up and down they had good service here.  No service where I live and most of the way to work.  They have NO right, period, to take ownership of my phone if I don't want their service anymore.

ODad

Guru

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673 Messages

5 years ago

@robe36 You confuse service with the device; the two are separate. But your responses here doesn't make sense. You jumped in about the 6-month thing and you were given a clear accurate answer.

 

Then you say you have an unlocked device. So...your device can be used on any network that your device and the network have compatible bands - if it is unlocked -.

 

People that buy phones for prepaid plans typically are buying LOCKED devices. Those devices must be used for a period of time before they can be unlocked. You can take the SIM card out of those devices and put it into another network compatible device and use the network service, as the service goes with the SIM card. That phone however cannot be unlocked until you've used it on the network for a period of time - AT&T it is 6-months -.

sandblaster

ACE - Expert

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62.2K Messages

5 years ago


@robe36 wrote:

I'm unsure what you are talking about.  As I mentioned before I bought this unlocked Motorola phone from Amazon.  Took it to ATT for their carrier service, since they swore up and down they had good service here.  No service where I live and most of the way to work.  They have NO right, period, to take ownership of my phone if I don't want their service anymore.


@robe36 And as I said, if you paid full retail price for the Motorola phone and it is/was not subsidized by ATT, then you can get it unlocked. The problem is that once you put the ATT prepaid sim into the phone, the computer system automatically put the 6 month requirement on that phone's imei. You can get an exception to that 6 month requirement. As I said, it takes some doing but it can be done. Contact @ATTMobilityCare via private message. If you can provide proof of paying full retail price, they can help you get an exception to the 6 month requirement.

Tutor

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5 Messages

5 years ago

I mentioned this previously!

Personal unlocked Motorola G4 Plus phone (from Amazon) now locked to ATT prepaid service
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.

 

This forum screws the posts all around.....Much like ATT service

 

I have no clue of what you are talking about and from your reply neither do you.

 

I took my phone to the local store to get ATT service.  There is no ATT signal here...i went to another carrier to get their service since they actually provide a better service in this area.  After alot of wasted time, much like here, the reply is i'm locked into a ATT contract for 6 months.  This phone is not ATTs property so again there is no right for them to put a lock on my phone.  If you can't understand the above then you are not worth the effort to converse with!  If you have something that helps in resolving the issue then please reply with something that is helpful!

Tutor

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5 Messages

5 years ago

@sandblaster  Thanks for that info.  I seen that before somewhere which brought me to this forum.  When I posted the post here I thought I was doing what was needed to resolve the issue.  I clicked on that @ATTHelpForums and sent a PM with the POP.  Hopefully that will get me somewhere.  Very aggravating experience and alot of wasted time to correct their issue.  You would think they would know if it is their phone or a BYOP.......

ODad

Guru

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673 Messages

5 years ago

@robe36 Sorry, I didn't your comment about switching SIM cards around etc. @sandblaster is right and hopefully @ATTHelpForums will help you resolve this.

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