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.
nfcmgt
Contributor
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1 Message
5 years ago
i have tried to unlock my sim from att on the webpage at least 15 times. called att 3 times. was sent to the att store...still have a locked phone that i paid alot of money for.
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ujrajani
Contributor
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1 Message
5 years ago
Hi,
I have Moto Z2 phone that I bought after paying full price from Motorola. It's tied to ATT network but I use it on Locus communications (H20 wireless - third party that uses ATT towers).
I meet all the requirements mentioned in your list above but every time I use unlock portal, it gives me an error message:
"Device you want to unlock is active on another AT&T account"
Can you please help?
Thanks
Umesh
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jarodtufts
Contributor
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1 Message
5 years ago
Help!! I am getting the runaround from AT&T. I have an active request on the website to unlock my device that I purchased off contract. The request won't go any further until I acknowledge an email that they never sent to me. I've chatted with 6 different technicians and they each give me different reasons that they can not help me. Some are even lies that conflict with AT&T policy (like I must be an AT&T customer before they can unlock a device.) What can I do??
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anarmamedov
Teacher
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18 Messages
5 years ago
At&t stopped help in unlocking device. I still use a some month locked tablet from At&t but no support from Att service. Poor support. I even called them a lot, without good experience. They said that I need living in us for unlocking device although I moved to GB. Don't think that my tablet will be unlocking in future cuz the deviceunlockatt site working non-correctly shown me that I just have updated my tab and need wait 14 days. Carl, already 3 months after any updating and although that shows me.
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Constructive
Former Employee
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32.9K Messages
5 years ago
@anarmamedov they are correct in saying you must access the webpage from US , this is also the same for making prepaid payments or paying bill online if possible have someone in the US input the information for you then enter the unlck code,
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BrownJames
Teacher
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29 Messages
5 years ago
Thank you for sharing this information. It is very helpful.
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madelo
Contributor
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1 Message
5 years ago
Trying to unlock ZTE Maven 2 and it shows 0 times to unlock. Can this still be unlocked? Thanks
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unlockR
Tutor
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3 Messages
5 years ago
i whant unlock code for my LG Model Number: LMX410ASR
IMEI:
ESN:
MSN:
CSN:
Suffix:
Production date: 13-08-2018
Release date: 23-08-2018
Buyer Name: AT&T GOPHONE4
Carrier Code:
NOT FOUND IN ATT USA NORMAL MODE [edited for privacy – please do not post personal information]
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unlockR
Tutor
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3 Messages
5 years ago
so what is sollution please help me
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unlockR
Tutor
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3 Messages
5 years ago
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