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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 

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

DPenhead

Mentor

 • 

32 Messages

5 years ago

That is NOT TRUE. I understand that you believe that, but I assure you that you are wrong... In essence you are calling me a liar, when I am NOT. Stop that.

edit - Now I cannot figure out to which person above I was responding to because once I had to log in to post a response it omitted the quote that I was responding to.. Anyway, to whomever that was, you are wrong. I have an unlock code that I acquired for free from ATT, and I cannot stand being accused of lying. I am not a liar. That is an incredible insult. Cut it out, whoever that was... Thanks..

GLIMMERMAN76

ACE - Expert

 • 

23.5K Messages

5 years ago


@DPenhead wrote:

I did that and the phone said that it did not have a SIM in it. It was a Verizon nano-SIM that the Verizon store let me try to do it with that they pulled out of one of their drawers in the store. It wasn't a new one though. The people there told me they would not let me use a new one without paying at least $45 for a Verizon prepaid plan, which would defeat the purpose of all of this, since I do not want Verizon service. Is there some aspect to how I handled that situation at Verizon that I might try to do differently, such as use a new nano-Sim instead, or something like that? Sorry for the late response. I had to move 300 miles yesterday for work. Any advice is greatly appreciated....


@DPenhead

 

first off a verizon sim would not work any way they are not a GSM carrier...  You need a sim from tmobile to unlock it or metro pcs...  That phone wont work on verizon or sprint or USCC.

DPenhead

Mentor

 • 

32 Messages

5 years ago

Oh. That makes really good sense. I didn't think about that. I'll give it a try as soon as I can get it worked out. I'll let you know how that goes.

Thank you.

Contributor

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1 Message

5 years ago

iphone 6, at&t lte, unlock screen please help; somebody, anybody!

Contributor

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2 Messages

5 years ago

i am trying to unlock s4 galaxy for different carriers and i can't seem to do so.

 

ATTHelp

Community Support

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207.8K Messages

5 years ago

Hello @jeanamyers,


Thank you for bringing this to our attention! I can understand how important it is for you to get this device unlocked. Let's make sure we get this taken care of! 


When it comes to unlocking a device, we want to make the experience an easy and convenient process. If you haven't already, we recommend submitting a device unlock request through our online portal  to generate a  code. We also offer a great article with step by step instructions for each device. By selecting the device manufacturer, you will be directed to a page with direction. 


I hope you find this information helpful. Have an amazing rest of your day!


Vanessa, AT&T Community Specialist 


ATTHelp

Community Support

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207.8K Messages

5 years ago

Greetings @lucillelu,


I am glad you brought this to our attention! It is absolutely important we set the proper expectations when it comes to unlocking a device. Let's make sure you are guided in the right direction to get this taken care of! 


For us to provide you with the best support, can you please provide additional information on what questions and discussions you are having an issue with?  This way, we can work together to make sure you we get this resolved.


I hope to hear from you soon!

Vanessa, AT&T Community Specialist 

ATTHelp

Community Support

 • 

207.8K Messages

5 years ago

Hi @jeanamyers,


It is important we address any issues our customers may encounter. We definitely want to make sure you are provided with the best support. I would love to help! 


For us to better assist you, can you please provide additional information on this matter. Any errors you are receiving would be greatly appreciated. This way, we can both take a closer look and get this resolved.


I hope to hear from you soon!

Vanessa, AT&T Community Specialist 

Contributor

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2 Messages

5 years ago

Hi. I tried the options n i hv a unlock number but no work. Help pls
ATTHelp

Community Support

 • 

207.8K Messages

5 years ago

Hello @jeanamyers,


Thank you for bringing this to our attention! We understand how important it is for our customers needs to be taken care of. I definitely want to get to the bottom of this!


You mentioned attempting the steps and receiving an unlock code! I will be asking a few questions to gather additional information to better assist you. When you attempted to put in the code, do you receive an error? Are you directed to a page which asks to provide the unlock code? When it comes to unlocking a device, we recommend using an active non-AT&T SIM Card to ensure the device is removed from AT&T Network. 


I am looking forward to getting this resolved!


Vanessa, AT&T Community Specialist



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