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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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1 Message

3 years ago

There are becoming less and less ways to contact in way of problems with unlocks. 

I have been to the store, who pushes me to customer service via website and phone, phone says i need to go back to the store.

I said I've been going in circles about an unlock that has been "in progress" for way longer than "2 business days"

But unfortunately, sweeping me around from place to place is "their policy." 

There has been a death in my family and would like to have the phone stuff squared away for my saddened mother before I leave town but nobody cares if they hold this phone hostage with no contract.

ACE - Sage

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104.3K Messages

3 years ago

@Beggsra   Stores CANNOT unlock phones.  
CAN’T

NOT POSSIBLE

   You mention a death, for which I am very sorry.   
How is that connected to the phone issue?   Is the phone related to a canceled line?  Was the phone paid off?  Was the account it was on paid off?  

New Member

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1 Message

3 years ago

att has ille locked my phone. my phone is paid in full I do have all the necessary documents to prove my ownership to the phone and also I owe no contract dues. i simply didn’t renew my contract after more than 15 years with att. i do hope upper management can reach me Eli at [email scrubbed]. as if now I will never by att products again. i hope att can rectify this injustice. ps: i bought my phone directly from samsung, and att locked it on me. looking forward to hear from att before my online postings go viral. thank u.

(edited)

New Member

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5 Messages

Bought iPhone from ebay. I'm not an AT&T customer. Sent request to AT&T to unlock it. Got - We approved your unlock request

Now I can see: IMEI Number 3533380711****3 Request Date/Time 06-05-2020 17:44:43 PM Request number NUL264891270971 Current Status Approved

But phone still shows SIM not supported when I setup it as new or SIM not Valid when I load my backup from previous iPhone. Apple says - phone is still locked by AT&T.

How long I need to wait or what else should I do to activate the phone?

New Member

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2 Messages

3 years ago

I have been trying to unlock my device on the unlock page for more than a week, and I get an error every time: Oops! Looks like we're having network difficulties. Try again later. I used different browsers and devices. What does an error mean? And how else can I unlock if I can't call (I'm abroad and don't speak English)???

New Member

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2 Messages

3 years ago

I have been trying to unlock my device on the unlock page for more than a week, and I get an error every time: Oops! Looks like we're having network difficulties. Try again later. I used different browsers and devices. What does an error mean? And how else can I unblock it if I can't call (I'm abroad and don't speak English)???Help me!!!!

New Member

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6 Messages

3 years ago

Hello,
unfortunately the unlock process is pending, what possibilities are there to start it again
 Device IMEI number: [EDITED]
Request number: NUL510892252233
Best regards from Germany
Marius

(edited)

New Member

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6 Messages

2 years ago

Who knows how to solve the problem, when you fill in to unlock the device, on the satst it says that there are problems with the network?

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