Community Support
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2.7K Messages
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).
How to request a device unlock |
Check the status of your request |
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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.
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.
- 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.
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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- 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.
minedrm
Tutor
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4 Messages
5 years ago
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formerlyknownas
ACE - Sage
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117.5K Messages
5 years ago
I can’t even say for sure the phone is locked, or whether it is just a non-US model and the IMEI does not check out with your new carrier.
I would suggest you call Apple and ask them if the phone is locked and if so to what carrier.
It should not have been possible for you to use the phone on other carriers prior to AT&T, and then have it lock to AT&T, but stranger things have happened.
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minedrm
Tutor
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4 Messages
5 years ago
i already called apple and they said that it is locked with at&t. as per apple, the network can lock my device and only the network locked with it can unlock it. but still the technical support is denying my request. i am just new here in the country and i did not know about the policy that if you have used a sim card from a network provider, you need to stay with them for many months and you cannot use your device for another network.
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minedrm
Tutor
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4 Messages
5 years ago
@ODad like what i had written, i did not buy this from at&t, this is not an at&t phone in the first place, i bought it in UAE, used it in UAE and the Philippines for how many months already.
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formerlyknownas
ACE - Sage
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117.5K Messages
5 years ago
@minedrm If this phone was not an AT&T phone to begin with then it could not be now locked to AT&T. This phone also could never legitimately be sold in another country and then be locked to AT&T right now. I don’t know who sold this phone overseas but it was always an At&t phone. Because you cannot provide a legitimate proof of purchase AT&T is probably not going to give you an exception and is not going to unlock the phone until you have completed six months of paid service.
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gmalaska
Contributor
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2 Messages
5 years ago
I need to unlock my phone for 2 months for travel overseas. So how does this work when I get back to the USA and back on my AT&T plan? Does the phone remain unlocked?? Please explain.
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gmalaska
Contributor
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2 Messages
5 years ago
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babyshark1024
Tutor
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14 Messages
4 years ago
How long did it take until your phone gets unlocked? I've been waiting since Nov 11 and until today 2 phones are not yet unlocked. The status is still in progress. No update from AT&T at all.
"Current status - In Progress
We're reviewing your unlock request now. Please allow two business days for processing.
We'll email you soon with a decision on your request."
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babyshark1024
Tutor
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14 Messages
4 years ago
2 weeks have passed and up until today, the status is in progress.
This is getting so frustrating and no one is even helping.
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formerlyknownas
ACE - Sage
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117.5K Messages
4 years ago
Where and when was the phone purchased? iPhone unlocks do not have a code. Call Apple and see if it’s unlocked.
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