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.
formerlyknownas
ACE - Sage
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117.6K Messages
5 years ago
Seriously? 3 posts, but you didn’t read the thread? The headline post tells you what to do, with links to the portal. If you have a gophone and already got a denial from the Portal because the phone hasn’t been used for 6 months, then the answer was and is no.
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Rosaaai
Contributor
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1 Message
5 years ago
I submitted an unlock request but did not receive an email. 24 hrs passed by and att sent me an email saying my request was cancelled. I checked my trash, spam, and all mail, but had no email. I re-submitted another one and still haven’t received and email to confirm my device unlock.
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formerlyknownas
ACE - Sage
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117.6K Messages
5 years ago
@Rosaaai use a different email. If you use gmail, it seems to filter the original mail as spam.
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Chiwolfman
Contributor
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2 Messages
5 years ago
I was unable to unlock the phones for both me and my wife.
For my phone - I simply get a notification that my phone can’t be unlocked when entering the data. No reason is given.
i have had AT&T service for over 5 years. The phone has been paid off for over 3.
for my wife’s phone - it says the phone number and the IMEI # don’t match. She has had her current phone for nearly a year and it was paid for in full when purchased. She has been on the same plan as me for several years.
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Dpujdak
Tutor
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7 Messages
5 years ago
That's a disaster. I bought a brand new phone with no contract and it cannot be unlocked. Get away from their products. They own your money and they own your phones. You own nothing.
https://forums.att.com/t5/Other-Phones-Devices/Unlocking-phone-In-progress/m-p/5856767#M141529
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formerlyknownas
ACE - Sage
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117.6K Messages
5 years ago
If you don’t intend to use an AT&T phone on AT&T you shouldn’t buy it.
1. You can’t unlock it unless you meet requirements. https://www.att.com/esupport/article.html#!/wireless/KM1262649?gsi=5udhtq
2. It will not get updates..
3. I can’t tell from the photo, but phones sold as cheap prepaid androids have US LTE bands and may not get LTE in other parts of the world.
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Dpujdak
Tutor
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7 Messages
5 years ago
> If you don’t intend to use an AT&T phone on AT&T you shouldn’t buy it.
Sorry. It was my mistake. I should never buy any AT&T products. And I cannot see (really) any reason why AT&T locks their devices with no reason (no pending contract). For me they are aggressive against their customers and it means there is something really bad happening. So run away. And I really don't care about what does AT&T think or any of their agreements.
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nicupasca
Contributor
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2 Messages
5 years ago
Hello,
Please help me for Iphone 6 with the follow mes when I've tried to unlock :
"We can't unlock this device because it hasn't been active for at least six months of paid service.
You can submit a new request after six months of paid service."
Steps needed to solved this?
Thank you.
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formerlyknownas
ACE - Sage
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117.6K Messages
5 years ago
The steps are in the message. If you buy a discounted prepaid phone you must pay for and use 6 months of prepaid service. Only then can you unlock the phone.
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Pandabbynikkie
Contributor
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1 Message
5 years ago
Unlocked request 2x
I have unlocked my S7 edge 2x and it keeps saying requests denied. So i tried again and it says its active on another account. Knowing that its not active on another account because it worked before and now my phone is not letting me unlocked it. Please help because I really want to use the S7 Edge for Metro pcs. Thank you.
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